No More Excuses: Practice Customer Obsession the Right Way
CXNA Keynote
This keynote identifies four dimensions of a business personality—leadership, culture, flexibility, and complexity—and analyzes eight enterprise examples illustrating how companies use this self‑awareness to build customer‑obsessed strategies.
Challenge: Urgently stepped in to support a high‑demand analyst right before an event. Morale was low when data constraints forced a late pivot from the originally intended archetypes ahead of a high‑visibility keynote at CXNA.
Approach:
Established weekly working sessions with the analyst and data team to shape the narrative pivoting from archetypes to dimensions
Partnered with the analyst to source and incorporate client case studies that added real‑world color
Attended every feedback session to work through edits in real time
Project managed the deck through our events process working with graphics, data and event’s team quickly and seamlessly