Project Launch: Mapping the Journey of a CX Leader's First Year

By Gabe Smith, CCXP posted 11-18-2021 04:46 PM


A CX leader’s first twelve months in a new CX assignment are critical to success.  While there is much anecdotal guidance available to these leaders as they take on new roles, CXPA believes that a research-based approach is necessary to ensure independent, consensus advice that can be trusted during such a critical time.

To address this need, CXPA is pleased to announce a new research initiative in conjunction with industry leaders Quadient and Heart of the Customer.  CXPA’s CEO Greg Melia, CAE spoke of the collaboration, noting, “While there’s a lot of independent advice for new CX leaders, there isn’t yet research-based consensus insight. By leveraging Quadient’s powerful journey mapping technology and Heart of the Customer’s expertise and proven approach to journey mapping, we can produce an independent, research-based resource that will be a valuable guide for CX leaders taking on new roles.”

Like good CX, the project will take time and support to achieve its goals. In the first phase of the work, the project team will interview a cross-section of North American and UK CX leaders who have assumed a CX leadership role between August 2019 and October 2021. If this describes you, we hope you’ll learn more and sign up to be interviewed. This opportunity is open to all who meet these criteria.

Additional roles are available to support the project in other ways – learn more here. (CXPA Membership and log-in required). Initial results from this project are expected in Spring 2022.

Have questions about the project? Contact Gabe Smith, CCXP.