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CX Storytelling – Who’s the Hero?

“You are not the hero that will save the audience; the audience is your hero”

I really like that quote. It is from Nancy Duarte, a well-known consultant and author. Her firm, Duarte helps companies shape ideas into exciting and persuasive presentations. In her book Resonate she explains how too often presenters put themselves in the spotlight and strive to be the hero as they deliver their insights. Duarte turns this around and puts the spotlight on the audience. They are the heroes. The presenter is the one sharing ideas and insights, but audience is the one that carries them out. 

I think this is particularly relevant for customer experience leaders who are frequently trying to engage audiences and encourage colleagues to take action on customer insights. 

Consider the next presentation you deliver. As you look at your audience, think of them as the heroes that will take your message and take action to improve the experiences your company delivers to its customers. 

Patrick Gibbons




About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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