Make The Customer Experience Business Case With Storytelling with Rob Biesenbach

Make The Customer Experience Business Case With Storytelling


Picture this: You’re a customer experience or business leader gearing up to present a game-changing proposal to the CFO and executive leadership for your customer experience program. The stakes are high, and your audience includes key decision-makers. You’ve done your research, crunched the numbers, and created a compelling presentation.

But here’s the twist: Your content falls flat, leaving your audience disengaged and uninspired. The room is filled with stifled yawns, restless fidgeting, and wandering thoughts. What went wrong?

Rob Biesenbach, a seasoned professional speaking coach and author who understands the transformative power of storytelling. Rob is a master at helping individuals like you elevate their communication skills and executive presence. He knows that storytelling isn’t just a buzzword; it’s the secret sauce to crafting a compelling business case.

Why is storytelling so crucial, you ask? Well, imagine being able to transport your audience into a world where they can vividly understand the narrative of what you are trying to convey. Through storytelling you are able to paint the vision of why your company needs to invest in the customer experience. By  humanizing your content, making it relatable and emotionally resonant, you are able to change hearts and minds.

But what might you have done wrong in the past that led to those fearsome moments of audience disengagement? It’s often a case of too much focus on only providing information rather than infotainment (information and entertainment). Rob would say that presentations should never be about merely delivering data – they should be about sparking change, getting buy-in, and igniting action.

Rob’s secret sauce lies in his emphasis on understanding your audience. He believes in deep-diving into your listeners’ needs, desires, and pain points. It’s about knowing them so well that you can tailor your message precisely to what resonates with them.

Biesenbach said, “Let’s create a story based on what we want them to take away. It should be a story closely tied to your content. Whether it’s streamlining operations or higher levels of customer service, there’s got to be stories that can actually reinforce your point.”

And when it comes to delivery, Rob champions the practice of internalization. Forget scripted speeches; instead, breathe life into your content by knowing it inside and out. Speak from the heart and connect on a human level.

Storytelling is the ultimate tool for persuasion and connection. Embrace storytelling to transform your presentations into unforgettable experiences.

Are you ready to unleash the storytelling magic? Rob Biesenbach has shown us the way. Step into your next presentation with the confidence of a storyteller, and watch your business case come alive.

Don’t just tell, captivate. It’s time to win hearts, change minds, and get results. Listen to our podcast to learn more.


Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the FutureFor regular updates on customer experience, sign up for her weekly newsletter here

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