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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 102: Buy-in Bliss: The Empathetic Approach to Stakeholder Analysis

Dave Seaton  (CEO & Principal Consultant, Seaton CX)

Location: Coral Sea 1

Date: Wednesday, October 18

Time: 10:15 am - 11:15 am

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership, Boost Your Culture

Session Type: Session

Vault Recording: TBD

If you want to influence executives to buy-in to your CX initiatives, then you need a deep understanding of their values, goals, and motivations. Traditional stakeholder analysis only focuses on a person's extrinsic motivations, importance, and influence, which often leads to unpredictable results. In this interactive workshop, you'll learn an empathetic approach to stakeholder analysis, practice the method on a real stakeholder, and discuss your new insights with your peers.

WARNING: The concepts introduced in the workshop may change the way you approach corporate leadership forever.