Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.
Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. When they tell the customers story, they paint a picture of who the customer is, what problems shes trying to solve, and the experience the company puts her through in order to solve her problem. They end up taking the audience on a journey, the customers journey, and it humanizes the customer experience for the audience.
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