03/06/2026
One of the most powerful CX leadership moments in the Talentpath 2026 Talent Guide didn’t come from a dashboard or a KPI. It came from a conversation.
Pat Moran, Team Manager at RACQ, shared how a strained client relationship shifted when he stopped defending a position and instead focused on really understanding what wasn’t working. That simple shift opened the door to trust, collaboration and a stronger commercial partnership.
In customer‑facing roles, trust isn’t built through scripts or systems. It’s built through curiosity, humility and a genuine willingness to listen, especially when things feel uncomfortable.
If you’d like more real-world CX leadership insights from the Talentpath 2026 Talent Guide, comment GUIDE below and we will send you the report.