Evolving CX Leadership with Ty Givens
In this conversation, we’re talking about the evolution and maturity of CX leadership , exploring key insights with our guest, Ty Givens, Founder of CX Collective. Together, we discuss the operational challenges faced by startup CX teams, the scope of modern support leader roles, and the importance of managing one's personal brand, sharing real-world experiences, industry expertise, and actionable takeaways.
Key Topics Discussed:
The Shift to Operational Focus in CX Leadership
Ty Givens, with 25 years in support operations , shared that leaders brought in to scale CX teams in startups often found that their predecessors lacked operational experience and focused too heavily on qualitative metrics until financial problems arose. Ty also stressed that new leaders often don't understand the weight of their words and influence.
"They’re going to end up blowing through a lot of money because they're not very operational, but they are, you know, highly qualitative."
Insights from Ty on the challenges of maturing CX teams in startup environments.
Defining the Feasible Scope of a Modern Support Leader
The discussion challenged the notion that the vertical career path is the only option in CX. Ty Givens explained that modern support leader job postings often bundle three or four jobs that were once separate functions in larger companies (like quality, WFM, and telecom). It is unrealistic to expect one person to be effective in all areas simultaneously.
"I always say that it's impossible to be in the past, present and future and work across 'people, process and tech' simultaneously."
Real-world examples shared by Ty, including creating new non-management roles focused on quality and workforce management at Shoe Dazzle with no budget, providing team members with new skill sets and career trajectories.
CX Collective's "Rogue" Approach to Leader Development
Ty Givens founded CX Collective to offer external expertise to leaders struggling to secure necessary scaling resources. They also developed practical microlearning playbooks as a "rogue" alternative to traditional training which Ty critiqued as often lacking practical, applicable knowledge and being designed more for revenue generation.
"My idea was are we going to be able to have a person walk away understanding this concept with the ability to apply it."
How this impacts leader development: The playbooks include short videos, written content, case studies, and active exercises that allow leaders to immediately apply concepts like KPI definition to their specific environment.
Takeaways
Operational Maturity is Crucial: Startup CX teams need to move beyond purely qualitative metrics and establish sound operational processes to ensure long-term financial health and scalability.
Evaluate Job Scope Realistically: Use the "past, present, and future across people, process, and tech" framework to evaluate if a support leader job description is feasible for a single person.
Focus on Your Personal Brand and Feedback: Be aware of how others perceive you and be open to feedback, as you are always "interviewing for your next job" through every professional interaction.
