The importance of bringing the customer experience to life for internal audiences is paramount. If there was ever a time to make sure that stakeholders are connecting with their customers and their experiences, it's now. Power Point still works, it’s not dead, but especially with UX and CX, the insight investment should be amplified in creative and meaningful ways that land with the right people at the right time.
- Understand why it’s critical for engagement to couch UX and CX research in powerful stories. Stories that have a universal truth, a clear structure & purpose, a character to root for, and surprising and unexpected elements.
- Make sure that there is a focus on how you are going to land the insights, from the beginning of any project (e.g. use both an analytical & storytelling lens) and speak the right visual language.
- Know your audience. Different people and organizations learn in different ways. You need to know who you are trying to influence, what they are most receptive to, and how to tailor your delivery to them.