Anne Witherspoon is the Chief Client Experience Officer (CCXO) at Texas Capital Bank and one of the best leaders in this space I have had the good fortune to connect with.
Anne and I talk about her role at the Bank, the skills needed to be a successful CCXO vs. other roles she has held in financial services, and how her background in Operations makes her a better CX leader.
Anne shares insights and advice on how to influence culture from the CCXO seat, and where she feels the customer experience (CX) function, overall, is evolving toward.
Anne also shares her philosophy on metrics and why she’s passionate about moving away from surveys as the primary mechanism for feedback.
Finally, Anne shares advice for other female CX practitioners who aspire to move up to a CCXO level role, and advice for allies on how to support female leadership in their organization.
I love this episode because of Anne’s passion and commitment to CX as a discipline, her leadership, and her ability to describe and talk about her work in simple terms any CEO can relate to.
I’m grateful for Anne’s time and highly recommend this show to any CX practitioner; but particularly to females working in, or looking to break into, customer experience.
