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Video debate: How do you engage senior leaders in customer experience?


Senior CX professionals from HSBC, Unilever and British Gas share their views on what it takes to keep CX on the priority list during times of uncertainty. 

13th Apr 2021
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As Heart of the Customer's Jim Tincher explained in a 2020 MyCustomer post, Most CX programmes struggle to get true leadership buy-in at the best of times.

However, in times of hardship, this buy-in can be even harder to obtain. 

In this video discussion, MyCustomer editor Chris Ward speaks with Amjad Khan, Head of Customer Intelligence & Advocacy at HSBC, Patricia Sanchez-Diaz, Transformation and Customer Experience Lead, British Gas, and Holly Richardson, Digital and CX Transformation Lead, Unilever about how they have managed to ensure CX stays on their respective executive boards' priority lists during the COVID-19 pandemic. 

The expert panel discuss:

  • The importance of having a CEO that understands customer experience
  • The challenge of delivering customer experience over the last 12 months
  • The challenges of keeping senior leaders engaged with CX
  • The importance of having a CX culture in your business
  • Why cross-functional work has become even more vital for CX teams
Amjad Khan Patricia Sanchez Diaz Holly Richardson Chris Ward
Amjad Khan
Head of Customer
& Advocacy
Patricia Sanchez-

and CX Lead 
Holly Richardson
Digital and CX 
Chris Ward
HSBC British Gas  Unilever MyCustomer

"Your executives will say they care about an improved customer experience. But they care far more about the company’s success. If focusing on customer experience means they don’t accomplish their goals, receive their bonus, or look good in front of their boss, then you have no chance. But if you can create and communicate the linkage between CX and their goals, executives will move from passive to active support."

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