Impact Statement Creation

What I wish I would’ve known when I first started leading CX... How to prioritize customer frictions like a business operator—not a signal librarian. I had mountains of insight. Gold, really. Sitting in my text analytics dashboards. Buried in open-ends, churn feedback, canceled orders, WISMO calls, agent transcripts. Sitting in dashboards. Tagged. Categorized. And I thought if I democratized it—if I shared it widely—my cross-functional peers would just… act on it. They didn’t. Because I wasn’t prioritizing problems like a leader. I was just organizing feedback. Here’s the shift I had to make: 📉 Stop surfacing “insights.” 📈 Start selling the impact of the problem. It took me way too long to realize this, but here’s the framework I started using and now enable CX Pros who want to lead real change. 4 Keys to Writing a Prioritizable Problem Statement: 1/ Frequency & Reach → “25% of customers experience this monthly.” 2/ Quantifiable Impact → “It’s costing us $1.2M in revenue and $400K in support costs.” 3/ Strategic Tie-In → “It’s blocking our Q2 growth target and CX-led efficiency goal.” 4/ Escalating Risk → “If left unaddressed, we risk $2M+ more and continued churn.” That’s how you turn a friction into a funded initiative. No more “nobody listens to CX.” No more “we’re not a priority.” No more dashboards gathering dust. You don’t need more insights. You need a better way to frame the problem. Your insights deserve more than airtime. They deserve action. P.S. Go deeper in how to construct impactful problem statements that will demand business attention. 📥 Grab the free CX Case Maker framework here → https://lnkd.in/g_PdjPc9 📖 Or the full eBook for deeper guidance → https://lnkd.in/gaC4ADhw

Stop letting brilliant work go unnoticed. How to communicate your impact (X-Y-Z): An important career skill (both for CVs and demonstrating your work) is being able to clearly communicate your impact in the right way. Consider these common CV bullet points: ❌ "Responsible for managing social media accounts." ❌ "Assisted with data entry and report generation." ❌ "Developed software features." While technically true, these statements are impossibly vague ("so what?"). They tell the reader nothing about why your work mattered, what you actually did, or the value you delivered. Google recruiters recommend the X-Y-Z formula: "Accomplished [X] as measured by [Y], by doing [Z]," Here's the 3-level framework that changes everything: 1. What you did (the "Z") The "what I did," not the "why it mattered." Example (weak): "Managed social media accounts." 2. Include specifics (the "Y")    This layer adds quantifiable data to your actions. Adding specifics makes your statement more concrete and believable. Example (better): "Managed social media accounts, increasing engagement by 30%." 3. Talk about business impact (the "X") This answers the critical "so what?" question, articulating how your work benefited the company's goals, revenue, efficiency, or solved a significant problem. This is where you speak the language of leadership, forming the core of the powerful X-Y-Z formula. Pro tip: Not every project will reach Level 3, and that's okay. Some things ARE hard to measure. The goal isn't to inflate your impact, it's to communicate real impact clearly. --- Enjoy this? ♻️ Repost it to your network and follow Owain Lewis for more.

PhDs: Don’t just tell what you did in your industry CV/resume - Show why it mattered Action + Result + Why it mattered Here’s a quick formula you can follow: “I [what you did] in order to [result/outcome], which led to [impact or value created].” Descriptive: “I studied drug resistance in cancer cells.” Impact-Based: “I identified a novel mechanism of resistance to chemotherapy in breast cancer cells, findings that informed a new line of investigation and helped secure additional grant funding for the lab.” #phd #academia ---------------------- If you’re a PhD, Postdoc, or mid-career academic exploring roles outside academia - we’re here to help. Check our website to learn more.

The SUCCESs Framework: When Impact Stories Transform Hearts and Minds I've become increasingly and consistently fascinated by a question that haunts many nonprofit leaders: Why do some impact reports gather dust while others transform organizations and inspire funders? The answer, I believe, lies not merely in what we measure but in how we communicate what we've measured. I was struck by wisdom from the Heath brothers' research on what makes ideas "stick" – their SUCCESs framework offers profound guidance for impact communication: ➡️ Simple – Distilling complexity to core essence ➡️ Unexpected – Surprising with counter-intuitive findings ➡️ Concrete – Grounding abstract concepts in tangible reality ➡️ Credible – Building trust through transparent methodology ➡️ Emotional – Connecting metrics to human experience ➡️ Stories – Weaving data points into narrative meaning The most compelling impact communications I've encountered don't simply report results – they create revelation. They don't just inform – they transform understanding. Consider the difference between: 🔵 "We served 1,000 youth with recreational programming" and 🔵 "For every $500 invested, a child's lifetime earning potential increased by $289,000 – a 57,777% return on community investment" The first statement documents activity. The second creates possibility. How might you transform your impact communication from documentation to revelation? #RevealingImpact #TransformationalCommunication #DataStorytelling #NonprofitWisdom #PurposefulMetrics

The Executive Strategist Series (Strategy 7 of 8) THE GRATITUDE GAP: HOW TOP LEADERS CREATE MEANINGFUL YEAR-END RECOGNITION MOMENTS "Thank you for your hard work this year" might be the most expensive missed opportunity in leadership. Generic gratitude doesn't drive retention. Consider these templates as you prepare to close the year with some impactful recognition for your team members. THE PRECISE IMPACT STATEMENT: "When you [specific action], it enabled our team to [quantifiable result]. This mattered because [strategic importance]." THE GROWTH RECOGNITION: "I noticed how you've mastered [new skill] since January. That's exactly the kind of development that sets you apart." THE RIPPLE EFFECT ACKNOWLEDGMENT: "You may not realize this, but when you [specific behavior], it inspired [team member] to [positive change]." Here are a few questions to ask yourself before deciding what your people need to hear: • What potential am I seeing that they might not see in themselves? • Which of their contributions would surprise them to know I noticed? • What doors should I be opening based on their unique strengths? Consider this, great talent doesn't leave for 10% more salary; they leave for leaders who can't articulate their value. Dr. Kym On Wednesday: "Tomorrow's Victory Starts Today: Building Your Leadership Launch Pad for January 1st"