CXPA Member Blog

8 VoC Success Factors for Huge Buy-In & Engagement & ROI

By Lynn Hunsaker, CCXP posted 17 hours ago

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Only a third of CX managers say their VoC is “good” or “very good” at making changes to the business. This means two-thirds of VoC is not good at driving change. Only 15% said their VoC is "very successful" at this. (This is the same trend for the past 10+ years in Qualtrics State of CX reports and Temkin Group's State of CX reports.) Return on investment depends on gains after vs. gains before spending. Before-and-after gains are highest when improvements are made to become more in-tune with customers . Why? Out-of-tune practices are the source of costs to serve. In-tune practices have magnetic attraction for existing and new customers, ...

How Superior CX Action Plan Can Skyrocket NPS & Drive Revenue

By Kamil Ali, CCXP posted 2 days ago

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Imagine you're on an exciting team at a bank, and your goal is to make sure that every time someone interacts with your bank, they walk away feeling positive. It's a bit like being a superhero for customer experience. But, there's a twist - it's not just about making customers happy; It's about finding that sweet spot between crafting incredible CX and driving the business forward. You know, you have your secret weapon—The Net Promoter Score (NPS). It can guide you to the land of happy customers who stick around and even bring their friends along. And it's also a fantastic way to show your management and everyone else at the bank that what you're doing ...

Change Management

By Ms. Sarah Andrews, CCXP posted 3 days ago

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Has anyone else ever felt like this daffodil? 🥀 You’re excited to tackle something new in your organization, you spring into action, only to be met with a cold reception that takes the life right out of you. When you’ve worked hard to develop a new organizational wide initiative & it isn’t successful, the aftermath can leave you feeling lonely, misunderstood, discouraged, & a failure. It can be difficult to break the doom loop in your mind & get your confidence back to try again. When you’re stuck in a situation like this the best thing to do is take yourself out of the equation, it isn’t about you. You ...

CXPA Need to Know for the Week of April 15

By Joy Wedge posted 4 days ago

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LinkedIn Live Replay: Strategies to Reduce CX Stagnation and Embrace Innovation In a recent LinkedIn Live event hosted by CXPA, Ryan Driscoll of commonFont, a CX professional services firm that provides technical delivery capabilities and consultative advisory services, joined CXPA’s Gabe Smith, CCXP , for a conversation on how CX pros can reduce stagnation and drive focused innovation in their organizations. Did you miss the LinkedIn Live? See the replay here . See 5 key takeaways here . CX Leaders Advance Registration Deadline Friendly reminder: CX Leaders Advance Registration ...

Decoding AI Energy and Its Impact on Customer Experience

By Kamil Ali, CCXP posted 9 days ago

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In today's world, AI and energy are coming together like a team of experts collaborating to make using power smarter. It's like having a super smart assistant that helps you use electricity more efficiently, just like how a Google Maps helps you find the best route to your destination. AI energy is shaking things up by making it easier for businesses and people to manage their energy use. This feature piece caters to tech enthusiasts, energy consumers, professionals in customer experience, government bodies, and environmentalists aiming to decipher this technologically progressive concept. AI Energy: A Synergy of Intelligence and Power At its core, AI ...

CXPA Need to Know for the Week of April 8th

By Joy Wedge posted 11 days ago

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Important Dates: 2024 CX Leaders Advance Friendly reminder! Attendees enjoy discounted rates on accommodation at the Hyatt Regency Aurora-Denver Conference Center. Secure your room before April 8 to take advantage of the special offer. Reserve the special rate: Ends April 8 Still on the fence? At the heart of CX Leaders Advance lies the Learning Journeys, carefully curated tracks designed to cater to the diverse needs and interests of CX professionals. Each journey provides attendees with a deep dive into specific aspects of CX leadership, equipping them with the knowledge, skills, and strategies needed to navigate the CX landscape ...

On the Move--Celebrating Your Career Successes in March 2024

By Jennifer Baker posted 11 days ago

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Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were recently on the move: First row, L-R Tue Søttrup, CCXP , Chief Executive Officer, Smart Role Victoria Stephens , Senior Director, Client & Payment Experience, Flywire Mada AlAhmadi , Senior Consultant, PwC Middle East Marisella Gonzalez , Director of Experience Management, Northern Trust Lawrence Williams , CCXP , Director, Retail Strategy, Salesfloor Second row, L-R Bill Schimikowski , Senior Director, Customer Success Excellence, ...

EMPLOYEE REBELLION AT DOLLAR GENERAL! A CHALLENGE TO CX STRATEGIES?

By Mohamed Latib, Ph.D posted 12 days ago

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Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. IBM Smarter Workforce Institute and Globoforce's Work Human Research Institute's research1 found that organizations need influential leaders who can provide clarity and direction and focus on practices that drive employee experiences. These practices include building organizational trust, supportive coworker relationships, meaningful work, rewards and recognition, empowerment, and work-life balance. Employees seek to be part of an ecosystem where they ...

Finding your red thread

By Ms. Sarah Andrews, CCXP posted 17 days ago

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Do you know what your “red threads” are? 🖍 I just finished the book Love & Work by Marcus Buckingham . In it Marcus uses the term “red threads” to describe work you do that: 🖍Brings you joy & fills your cup 🖍You lose track of time when doing it 🖍Delivers value to others 🖍You feel mastery or in complete control when doing it 🖍Puts you into “flow” or “the zone” 🖍You look forward to doing & you never want it to end 🖍Inspires you to develop a new way of doing things 🖍You voluntarily do it He shared a study from the Mayo Clinic that showed as long as 20% of ...

Reducing CX Stagnation and Driving Innovation: 5 Takeaways from CXPA's LinkedIn Live

By CXPA Admin posted 18 days ago

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In a recent LinkedIn Live event hosted by CXPA, Ryan Driscoll of commonFont, a CX professional services firm that provides technical delivery capabilities and consultative advisory services, joined CXPA’s Gabe Smith, CCXP , for a conversation on how CX pros can reduce stagnation and drive focused innovation in their organizations. Here are a few key takeaways from the conversation: CX Pros are Navigating Budgetary Pressures : Ryan highlighted the challenge of demonstrating the value of CX investments amid budget constraints, emphasizing the importance of educating stakeholders about the connection between CX initiatives and organizational objectives: ...

CXPA Need to Know for the Week of April 1

By Joy Wedge posted 18 days ago

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6 Learning Journeys at CX Leaders Advance At the heart of CX Leaders Advance lies the Learning Journeys, carefully curated tracks designed to cater to the diverse needs and interests of CX professionals. Each journey provides attendees with a deep dive into specific aspects of CX leadership, equipping them with the knowledge, skills, and strategies needed to navigate the CX landscape successfully. Let's take a closer look at the six Learning Journeys offered at CX Leaders Advance: AI, Tech, and Innovation : This journey examines the role of artificial intelligence (AI) and innovation in shaping the future of CX. From leveraging AI-driven insights ...

Learning from Mistakes

By Ms. Sarah Andrews, CCXP posted 24 days ago

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Did you know there are specific categories of failures?? I didn’t either, until I read Amy Edmondson ’s book – Right Kind of Wrong: The Science of Failing Well (not to be confused with the RomCom from 2013 by the same name 🙃) In the book, Amy outlines three types of failures: 🤓Intelligent – failure caused by an experiment in a new territory. It provides you with learning to advance you towards your goal. They are informed by knowledge & are small enough to deliver insights without causing catastrophic damage. 😖Basic – failure caused by inattention, overconfidence, or making assumptions. They are preventable because ...

Research drives adoption of this year’s CX Day Theme

By Mr. Greg Melia, CAE posted 25 days ago

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The 2024 CX Day theme will be “ Good CX delivers better outcomes for customers, employees and organizations.” CXPA, together with leading customer-centric organizations and advocates from around the world, will help bring this theme to life by researching success stories and demonstrable facts that spotlight the real-world return on investment of customer experience as a business strategy. CX Day is Tuesday, October 1, 2024. The decision to keep the same CX Day theme is driven by recent CXPA research which revealed CX professionals’ top challenge is making the case that CX delivers valuable results. Research respondents also voiced that CXPA must ...

CXPA Need to Know for the Week of March 25th

By Joy Wedge posted 25 days ago

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6 Learning Journeys at CX Leaders Advance At the heart of CX Leaders Advance lies the Learning Journeys, carefully curated tracks designed to cater to the diverse needs and interests of CX professionals. Each journey provides attendees with a deep dive into specific aspects of CX leadership, equipping them with the knowledge, skills, and strategies needed to navigate the CX landscape successfully. Let's take a closer look at the six Learning Journeys offered at CX Leaders Advance: The Business and ROI of CX : Delving into the economic implications of CX, sessions in this learning journey will explore strategies for measuring and communicating ...

CX Lessons from Pottery Class

By Ms. Sarah Andrews, CCXP posted 28 days ago

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Last week I was going through boxes in my parents’ basement & found pottery I had made when I was a kid. It conjured up so many happy memories, Saturday mornings spent at the South Bend Museum of Art learning the fundamentals of pottery from a patient & gifted teacher. I remember leaving the first day of class disappointed that she didn’t let us go on the wheel – we were stuck doing pinch pots. A few weeks later we got to throw on the wheel & I remember coming home covered in clay & creativity – thinking about all the masterpieces I could create. Being a CX leader is a lot like throwing a pot on a wheel 🎨 🎨 You ...

Six Learning Journeys to Grow Your CX Leadership at CX Leaders Advance

By Gabe Smith, CCXP posted 03-14-2024

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On April 30, 200+ CX leaders from across the globe will gather in Aurora, Colorado to spend two dedicated days exploring and refining strategies for CX success. Register now for CX Leaders Advance—April 30 th -May 2 nd At the heart of CX Leaders Advance lies the Learning Journeys, carefully curated tracks designed to cater to the diverse needs and interests of CX professionals. Each journey provides attendees with a deep dive into specific aspects of CX leadership, equipping them with the knowledge, skills, and strategies needed to navigate the CX landscape successfully. Let's take a closer look at the six Learning Journeys offered at CX Leaders ...

CXPA Need to Know for the Week of March 18th

By Joy Wedge posted 03-14-2024

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Happy Women's History Month Did you know that the first official celebration of Women's History Month was only 37 years ago? It indicates that awareness and support of equal treatment regardless of gender is still a young commitment. CXPA is thrilled to celebrate and spotlight the contributions of women who have helped establish and advance the CXPA community. We appreciate the 170 women who serve on CXPA Regional Councils, Networks, Publication Workgroups and Committees, accounting for 63% of these volunteers. Read more 2024 CX Leaders Advance Conference Have you seen the recently updated agenda? ...

6 A's of Customer Experience ROI

By Lynn Hunsaker, CCXP posted 03-12-2024

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For CX ROI, I use 6 A's in everything I do for customer experience and employee experience. It doesn’t make sense to ask them for inputs, do nothing about their feedback, and then ask them to engage with your brand. Your internal stakeholders need your facilitation for them to Absorb and Adopt and Apply customer insights to what they're doing. It's not adding something to their plates. It's tweaking what they're already doing: more timely, better decisions, adjusting their process, double-checking accuracy. "Ask" is the starting point . You already have information overload from customers. Use what you have. Customers already paid fair ...

Delivering Consistent Experiences

By Ms. Sarah Andrews, CCXP posted 03-08-2024

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Mother Nature gets it wrong, too! Earlier this month I visited my happy place, Lake Michigan, with my family & my dear friend & her family The kids had a blast hiking the dunes at Grand Mere State Park – the sun was shining on the pristine lake, as the small waves gently lapped the shore. 🌊 On our way home we decided to stop off at another one of my favorite spots, Cherry Beach. Which is only 10 miles away from Grand Mere. What we found was a completely different lake – frozen, no movement, & blustery wind. ❄ On the drive home, I started thinking with my CX hat – this same thing happens countless times a day to ...

Champs or Chumps? CX, EX, and the Super Bowl Champions

By Gabe Smith, CCXP posted 03-07-2024

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The shouts and cheers began immediately. The high fives and hugs to strangers started soon after. As a lifelong fan of the Kansas City Chiefs who drove to a Chiefs bar 125 miles away to spare his family from his in-game yelling and general anxiety, I was jubilant when my team scored the game-winning touchdown against the San Francisco 49ers in Super Bowl LVIII. The NFL’s average team revenue climbed 8% in 2023 and the Chiefs, along with their star tight end T ravis Kelce (and his notably more famous significant other, Taylor Swift) are widely recognized for having grown the Chiefs and NFL fanbase this season. So I was surprised when the results ...