Blogs

"The Civil Rights movement was filled with people who were not only trying to argue for their personhood, but arguing for their personhood through their status of being a customer."

Those words from Professor Gary David, the moderator of a recent live collaboration between the CXPA Atlanta and Boston networks, hit me like a freight train, instantly transforming my perception of the intersectionality of CX and race.

• Are customers still arguing for their personhood through their status of being a customer? Are there racial differences in how customers experience your brand?

• Thomas Houston explains that it’s critical for leaders to examine their implicit biases. What methods do you use to ensure that your CX tools—journey maps, voice of the customer surveys, or employee experience efforts—are free from bias?

• Thomas explains that CX professionals must help lead the conversation in their organizations around race and inclusion. In what ways is your team helping to lead the conversation, even as you might be, as Thomas says, “learning it yourself?”