I really enjoyed being a part of CXPA's
Customer Spark in Birmingham, England last November. It was great to see old friends and to meet new ones as well. It's always an amazing feeling to be around a group of CX professionals, especially at a CXPA event. After that event, I decided that I'd like to spend more time with the CXPA this year.
I reached out to a number of CXPA local networking leaders and offered to participate in one of their meetings. In case you haven't heard, Temkin Group has labelled 2018 "
The Year of Humanity," so I created a
Humanizing CX Workshop that I will be leading in several cities. We've already held it in Boston, and are scheduled for Chicago, Seattle, Portland, NYC, Denver, and Nashville. We may be adding some additional locations, so keep an eye on the
CXPA's events page. In case you're wondering, Temkin Group is waiving all of our speaking fees and covering all of our expenses.
The workshop focuses on helping attendees improve humanity on three levels: as individuals, as CX professionals, and as part of our overall community of CX professionals. As part of the session, we will be capturing ideas that attendees have about what we can do as a community. After we have a few of the workshops completed, we will share all of those ideas with everyone. Even if you can't attend one of the workshops, you can still join Temkin Group in making 2018
The Year of Humanity!
We also decided to be more active at this year's
Insight Exchange in New Orleans. What's better than CX professionals going wild in the Big Easy?!? I love the member-to-member (M2M) elements of the event (not just because I designed it). M2M is what the CXPA is all about. As I've always said, we are infinitely stronger as a community, then we are as individual practitioners.
So you will see a lot of Temkin Group at the event. We decided to be a sponsor, so the give away at the event will have our logo on it (the CXPA picks the item, so I'm not sure what it will be). We we also have a table in the sponsor section where we will be describing our latest offering,
CX Institute. It's online training to instill a customer-centric mindset across all employees. We have never done anything like this before, so we had to scramble to design and print all of the materials for the "booth." It was a fun, creative exercise. Check it out, and say hello to Laura Wells while you're there.
We also submitted two abstracts for "Thought Leader Breakouts" and I'm happy to say that the community voted to see them. I hope you enjoy Isabelle Zdatny presenting "
How to Design Positive Experiences for Irrational Customers" on May 8 at 3:20, and Jen Rodstrom presenting "
Demystifying CX Metrics: Five Steps to Success" on May 9 at 10:45.
Diane Magers asked Jeanne Bliss (the other CXPA co-founder) and I to speak at the event. So I'm preparing a discussion called "
The Past, Present, and Future of CX(PA)." In what I hope will be a fun and informative session, I'll look back at the formation of the CXPA, examine how far we've come in the last seven years, and share my thoughts about where we, as a community, need to go in the future. For some background, check out this post from last year,
Happy 6th CXPA! From A Proud Founder. The bottom line: I'm looking forward to seeing a lot of CXPA members this year!