441: I’m a CX Leader, Get Me Out of Here!

Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad? Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to: Use a CX leadership role as a springboard into broader business leadership. Read job descriptions, org charts, budgets, and KPIs to spot which organizations are serious about CX – and which are doing “CX by rebranding.” Translate CX capabilities into transferable skills that HR, CFOs, and CEOs actually understand. Navigate metrics obsession so CX measurement, surveys, and NPS support your career instead of trapping you in metrics myopia. Stay credible on AI in CX without losing sight of the human experiences that still differentiate brands. Tina also shares practical advice for day‑one CX leaders: how to listen, build allies, and anchor every conversation in business outcomes, not tools or jargon.

You can listen to 441: I’m a CX Leader, Get Me Out of Here! online on Radio and Podcast. Open the player on this page to stream the available audio.

441: I’m a CX Leader, Get Me Out of Here! is an episode from The CX Cast® by Forrester.

This episode is 34:04 long.

This episode was published on Mar 26, 2026.

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