A couple of weeks ago I spoke at The CX Academy on how leaders can move from a product-first mindset to a customer-centred strategy. Below are the recording and a short, practical summary you can use with your team.
Key takeaways
- Three practical steps: Diagnose current language and gaps, Reframe using the Value Proposition Canvas, Communicate and embed the new vision in rituals, scorecards and channels.
- Vision still matters. Create a stable core ideology and one short, testable customer-outcome sentence.
- Product focus is fragile. Language about features keeps the organisation inward. Shift the frame to customer outcomes.
- CX crafts the customer promise, CRM is the engine that delivers it at scale. Design the promise first, then build the operational engine.
- AI multiplies impact: listen faster, act smarter, personalise at scale and close the learning loop. Keep humans in the loop and enforce governance.
- Incentives drive behaviour. Tie leadership KPIs and rewards to measurable customer outcomes such as LTV, churn reduction and CAC payback.
- Start small. Run one workshop, one pilot and measure one clear outcome. Prove value, then scale.
Watch the session
Practical next steps you can run
- Draft one customer-outcome sentence for your product or service. Make it measurable.
- Run a one-hour diagnose session with your leadership team to map current vision language.
- Design a 90-day pilot that links one CX change to one board metric.
Want help?
If you want a one-page brief or a workshop to run Diagnose, Reframe, Communicate with your leadership team, email me at max@maxsabet.com or use the contact form on the site.