Why Great Leaders Communicate Like Creators

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.

In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.

Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.

We cover:

✅ How to make your CX strategy relatable and actionable

✅ The biggest communication gap between leadership and frontline teams

✅ How to communicate effectively with Gen Z employees

✅ Why podcasts and vodcasts are the future of internal engagement

✅ Why NPS and CSAT are outdated metrics — and what to measure instead

If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.

#InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork

Connect with Ben at:

• Cx-alive.com
• Ben Phillips LinkedIn

Key Moments:

0:00 Who is Ben Phillips and what is CX Alive!

4:00 How to communicate effectively with Gen Z employees

9:44 How business communication is changing

12:50How to tell better stories

22:00Why you only have 8 seconds to capture attention

24:00Why podcasts and vodcasts work so well for businesses

31:00Is NPS still relevant in 2025?

34:44What are the best metrics to track in CX?

37:59Are customer surveys still relevant?

41:11AI in CX: what’s hype vs. what’s real

48:24How to build a team that understands the “why”

51:28Three words that separate good content from great

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