CXPA Need to Know for the Week of 8/10/20

By Joy Wedge posted 08-06-2020 01:12 PM

Recommend

CX Impact Awards Application Deadline August 21st

Have you or a colleague made a demonstrable impact on CX within an organization?

If so, submit a video nomination for the 2020 CXPA Impact Awards. CX practitioners and providers across industries, geographies, and career levels may be nominated. Nominations will be accepted Friday, July 24th through Friday, August 21st, with winners announced on CX Day—Tuesday, October 6th!

These short videos should capture specific examples of how the nominee’s actions impacted CX or the organization’s CX program, the degree and type of impact the nominee’s actions had on customers, and ways that the nominee has distinguished him/herself and stands out from the crowd.

Learn how to apply here

Help Shape the Future of the CCXP Credential

Would you mind taking 20 - 30 minutes out of your busy day to give us feedback on our current Certified Customer Experience Professional (CCXP) Exam? The CCXP exam was established six years ago to assess the skills and competencies necessary to successfully perform as a CX professional. Today, we are conducting this survey to understand how the CX profession has evolved over these past six years and if there now exists a need to update the scope of knowledge addressed by the examination.

Please use the following link to take the survey: Job Analysis Survey

CXPA Member Webinar Review: New Thinking for a New Normal and the Great Reset Sponsored By Bond Brand Loyalty

What I loved: I found this webinar an insightful listen with its focus on how an international hotel chain is dealing with COVID-19 and the new norm. It was helpful to hear that, even in one of the most impacted industries, there are still common practices that all businesses can take to aid them in the fight to endure. One of the most refreshing concepts presented was how Melida Hotels handled their people, walking through the KEEP, PROTECT and TRAIN phases. Both our internal customers (employees) and external customers will be altered by this pandemic. The great move that companies can make during this time is to try out new things and design new experiences. We must avoid the mind-set that things will go back to the way they once were. An altered normal, forever changed landscape, is becoming a reality.

Key Takeaways:

Your staff is your most valuable asset. They will remember what you did during this uncertain time.
Companies are moving through 3 phases when taking care of their employees during COVID: KEEP (avoid layoffs), PROTECT (safety & sanitation) and TRAIN (educate employees on how to continue to deliver white glove service)

This webinar is perfect for: CX professionals looking to get inspired during this uncertain time. The hospitality industry was one of the hardest areas hit during this pandemic. Hearing how Melida has risen to the challenge while also taking care of its people is uplifting. For those directly in the service and hospitality industries, the webinar was also filled with some great thoughts on how to push through this uncertain time.

Click here To View the Webinar Recording

Coming This Week

Twin Cities Network: Doubling Down on Experiences During Uncertainty

When: Tuesday, August 11, 2020, 11:30 AM -12:30 PM CT
More Information

Toronto Network: From Journey Mapping to Journey Management

When: Wednesday, August 12, 2020, 1:00 PM - 2:30 PM ET

More Information

Melbourne Network: Post-Pandemic Reskilling to Communicate Excellently with Customer

When: Friday, August 14, 2020, 12:15 PM - 1:00 PM AEST
More Information

Upcoming Webinars

CX Webinar: Step Up Your Self-Service: 3 Tips to Keep Your CX Agile and Impactful Sponsored by Zendesk

When: Tuesday, August 18, 2020, 2:00 PM - 3:00 PM ET

More Information

CX Webinar: 2020 Customer Journey Maturity Survey Sponsored by Usermind

When: Thursday, August 20, 2020, 2:00 PM - 3:00 PM ET

More Information

CX Webinar: Building a CX Business Case for Your CFO Sponsored by InMoment
When: Tuesday, August 25, 2020, 2:00 PM - 3:00 PM ET
More Information

Don't Miss This

New Thinking for a New Normal and the Great Reset Sponsored By Bond Brand Loyalty
View Recording

Industry Events

DACH Customer Experience Awards 2020

When: Friday, August 28, 2020, 8:45 AM -11:30 PM

Where: Radisson Blu Hotel Schwarzer Bock, Germany

CXPA members receive a 10% discount. Please use code: CXPA20

More Information

Customer 360

When: Tuesday, September 9, 2020, 8:55 AM to Wednesday, September 10, 2020, 5:00 PM (WAT)

Where: The Maslow Hotel Sandton Rivonia Rd &, Grayston Dr, Gauteng, Sandton, 2031, South Africa

CXPA members receive a 20% discount. Please use code: CXPA20

More Information

European Customer Centricity Awards

When: Monday, September 21, 2020, 8:00 AM to Tuesday, September 22, 2020, 10:00 PM (HU)

Where: Online

More Information

Customer Contact Week Europe 2020

When: Monday, October 26th - Thursday, November 5th 8:00 AM -5:30 PM (EET)

Where: Online

More Information

Join the Conversation

Take a look at the most engaging threads recently posted on our discussion forum that are gathering a ton of fascinating feedback from your fellow members. You are welcome to put your two cents in as well!

Hiring Questions that Measure CX Mindset

Does anyone operate their CX as a product and their CX team as a product team?

Thank You to Our Global Sponsors