CXPA Need to Know for the Week of February 8th

By Joy Wedge posted 25 days ago


CXPA Webinar Review: Boost Customer Retention and Growth in 2021

What I loved: Ever since starting my career in Customer Experience, I've been fascinated with the practice of experience design. Journey mapping in particular was one of the key practices that ignited my passion for the field. This webinar was a spectacular complement to the core principles of designing customer experiences. Collin Shaw encourages creative thought around the concept of Nudging. Nudging, gently guiding, and influencing customer behavior at a subconscious level, is something we are all doing whether we know it or not. 

Key Takeaways: 

· Nudging our customers is something we are all engaged in, whether we know it or not. It's about mindful or deliberate nudging to influence the experience. 
· Digital nudging is going to become especially important as we move into the digital age in wake of the pandemic. 

This webinar is perfect for: CX practitioners that design or influence the customer journey, those looking to tie in psychology into their customer's experience. 
Challenge: I would challenge anyone watching this webinar to take a critical look at the experiences your business has designed. Think about what kind of experience you are creating, how you are nudging, and where does your customer derive value? 

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Office Closing Reminder

The CXPA Headquarters will be closed on Monday, February 15, 2021 in honor of Presidents Day.  

Coming Soon: CX Innovation Awards 
The annual CXPA Innovation Award is presented by CXPA to an organization that does not sell customer experience products/services and that has engaged in customer-focused innovation to solve customer challenges and enable organizational success. Nominations for this year's award will open Friday, February 12th, closing on Friday, March 12th. volunteer opportunity image

Are you passionate about CX in Higher Ed?

The CXPA launched a community initiative to develop a list of all institutions of higher learning that offer Customer Experience programs, courses, certificates, or degrees. The first phase in this project relies on the knowledge of the community, so please take a few minutes to complete a survey entry for each college, university or higher education institution that has a "Customer Experience" offering of which you are aware. 

Introducing 'On the Move': A Celebration of Your Career

Have you started a new CX role or undertaken a new CX career venture? We want to celebrate you on our blog and social media channels. 

“On the Move,” is a new initiative to shine the spotlight on CXPA members who are starting in new CX positions. This can include promotions, roles in new organizations, or other new career ventures as CX practitioners, providers, or consultants. When you share your career news with us through this form, you may be featured in a blog post roundup or on social media celebrating your accomplishment.

Learn more here.

Coming this Week

Italian Network: Approccio Outside-In

Wednesday, February 10, 2021, 5:00 PM to 6:00 PM IT

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CXPA Livestream Events

Real Talk with the C-Suite About CX

When: Monday, February 8, 2021 from 12:00 PM to 1:30 PM ET

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CXPA Livestream: Announcing Winners of CXPA's First Ever "Emerging Leader in CX Award"

When: Friday, February 12, 2:00 PM to 3:00 PM ET

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Upcoming Webinars

The Evolution of Customer Experience: Where Do We Go From Here? Sponsored By: Cisco

When: Wednesday, February 17, 2021, 12:30 PM - 1:30 PM ET
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CXPA Webinar Presented by Verizon: A Matter of Trust - Building Consumer Confidence in Data Sharing

When: Tuesday, March 2, 2021, 2:00 PM - 3:00 PM ET

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Upcoming Events


When: Tuesday, March 11, 2021, 9:00 AM - 6:10 PM ET

CXPA members receive a 15% discount. Please use code: CXPA21

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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.


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