Had a nice fireside chat on “Storytelling as a CX superpower” with Priyadarshinee Awatramani, Head of CX at Standard Chartered Bank at the recent CX Evolve UAE 2025 sponsored by Khaleej Times.

Here are the key take-aways:

Storytelling is a Leadership Tool: Storytelling isn’t just a communication technique, it’s a leadership behavior. Priya said: “Storytelling is not fluff, it’s how we shape meaning inside organizations.” Leaders who share stories create emotional connection, clarity of purpose, and cultural alignment across teams and customers.

Authenticity Over Perfection: The idea that stories must be polished or rehearsed was challenged. Priya shared: “When leaders share stories that include struggle or uncertainty, it creates space for others to show up more fully.” Instead, look to raw, real, and emotionally honest narratives that reflect vulnerability and growth.

Context Is Everything: Storytelling must be context-aware: what resonates in one culture or team might fall flat in another. Priya emphasized: “The same story lands differently depending on who’s listening. You have to know the emotional terrain.” Tailor stories to the emotional landscape and lived experiences of the audience.

Micro-Moments Matter: Not all stories need to be grand or dramatic. There’s pin the micro-moments – small, everyday interactions that reveal values, decisions, and character. Priya noted: “It’s not just the big origin stories, it’s the small moments that reveal who we are.” These moments, when shared intentionally, build trust and reinforce culture.