When the Champion Leaves, How Can the Team Pick up the Pieces?

In this episode, Host Adam Dorrell spoke with Ragna Ghoreishi, a seasoned Vienna-based customer experience (CX) leader and owner of RagnaDigital, a boutique CX consultancy.

Ragna spoke candidly about her experience at a global IT organization working on a large B2B CX project when suddenly the project sponsor and champion left.

This is a situation Adam has seen in many companies. He asked Ragna to open up about how it affected her and how she salvaged the project. 

Her tips: 

• Don't focus on just one strong leading figure; build early on a network of strong advocates with closeness to the board. Carry it on the shoulders of multiple strong leaders
• Make it everybody's topic as part of the growth/revenue targets
• Ownership needs to be with the functions who can make an impact; make them accountable — you cannot improve CX from a CX team only. It is a business effort!

This episode is a great conversation that can help you plan a large project.