Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.

What does it take to have the edge when it comes to customer
experience leadership?


 


This is a question we continually ask in CX but seldom receive a
straight answer. One usually hears the same old CX dogma of
‘needing the CEO on board’, ‘customer-centric culture’, or some
kind of organisational design that puts CX itself in a position
of power and authority. But few of us have ever sat close enough
to the top table to really know for sure what it takes to
influence at that level..


 


That’s why I jumped at the chance to talk with a woman who’s
career led her to become a Chief Customer Officer, who ‘earned
her stripes’ and who’s inspiring story has much to teach us when
it comes to not only learning the secrets to being a true CX
leader but also what it takes to become one.


 


Kate Thornton is an incredible role model, who’s clarity and
realisation of her own agency meant she started asking for what
she wanted as she climbed the ladder to success. But the most
inspiring thing is her perspective forged by her experiences of
working in Scandinavia, that real success doesn’t come at the
expense of others. In fact, the key to winning can be found by
individuals and organisations who have higher goals to operate
from a place of community, where success is shared. 


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