CXPA Need to Know for the Week of July 22nd

By Joy Wedge posted 07-18-2024 07:46 AM

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New Report - The AI Paradox: Technology, Humanity and the Customer Experience

We are excited to share The AI Paradox: Technology, Humanity and the Customer Experience, a brand-new report focused on AI, Technology and Humanity in Customer Experience. To produce the report, Deloitte Digital, CXPA and Natter hosted a small but mighty group of senior CX leaders representing over 1 billion customers on the Natter platform, to discuss how they are thinking about AI and customer experience. Natter’s AI summarised the CX leaders’ conversational data, generating the insights that have driven today’s report. The report was co-authored by our CEO Greg Melia, CAE , along with Natter CEO and Co-Founder, Charlie Woodward and Amelia Dunlop Deloitte Digital’s Chief Experience Officer. CXPA members may log-in and download the report at https://www.cxpaglobal.org/research.

Now Open: CX Impact Awards Nominations

CXPA is now accepting submissions for its 2024 CX Impact Awards! We invite you to share the CX initiatives you and your team instrumented and their impact on business results, especially operational and financial impacts. By sharing your case study, you'll automatically be entered into CXPA's 2024 CX Impact Awards, with winners announced on CX Day, Tuesday, October 1st.

All case studies will also be considered for inclusion in our publications and educational programming, as well, by earning "CXPA Recognized Case Study" status. For all case studies that meet criteria, we'll work with you to share your story in a way that communicates how your efforts drove business success while also honoring your organization's communication preferences and confidentiality.

Interested in being a case study judge? E-mail gabe@cxpaglobal.org

Learn more here

The CX Leader Pulse

The CX Leader Pulse aligns with the CXPA’s 10-year goal of tracking the impact of CX on organizations. By gathering and analyzing information on CX programs and their impact, we aim to identify which aspects and activities can significantly enhance the value of CX efforts. Take part in this initiative and contribute to identifying the impact of CX. Your valuable insights will aid in benchmarking CX program activities. Thanks to our partners at Walker for pioneering this research effort.

Take the Pulse here

CXPA On the Move: July

Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form.

Here are some CX pros who were recently on the move:

First row, L-R

Nicholas Jones, Director of Customer Experience, DAC, Inc
Oliver West, CCXP, Head of Customer Experience, VML
Issaad El Khalfi, Customer Experience & Digital Transformation Expert, Freelance
Thomas Nelson, Product Owner – Customer Experience, Royal London
Susan Mango, Senior Director, Voice of Agent Research, Travelers

CXPA Recognizes Pride Month: July

CXPA recognizes July is Disability Pride Month! People with disabilities each have unique experiences, perspectives and opinions. See an premium case study with CXPA's Gabe Smith, CCXP and Greg Melia, CAE, along with Awards International's Neil Skehel as they discuss global dynamics impacting CX over the last quarter. You'll also hear from special guests from Istanbul Grand Airport who will discuss how they've utilized inclusive design practices to deliver innovative CX to passengers. Watch here

Upcoming Events

Ignite Brand Pride – Cultivating Ownership and Accountability in Service Teams
July 25, 2024
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San Francisco Bay Area Monthly Meet Up
July 25, 2024
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Drive Customer Experience Change and Activation amidst Complexity
July 30, 2024
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Leveraging Insights to Evolve Your CX Program - A CXPA Sponsored Webinar by InMoment
August 27, 2024
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Don't Miss This

Replay: Live with CXPA & Awards International: Using CX to Drive Google Pixel's Growth
Watch here

Replay: B2B Roundtable Maximizing Trust with Employees, Clients and Partners
Watch here

Replay: The B2B CX Blueprint: Clarifying Objectives for Improved Impact
Watch here

Replay: Establishing Effective Governance and Sponsorship
Watch Here

Replay: CX Practitioner Perspective - The state of Personalization
Watch here

Replay: AI Enabled Containment Bots--A Primer for CX and Contact Center Leaders
Watch here

Observances and Recognitions
Disability Pride Month July 1 - 30, 2024 Learn more

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.

Looking for inspiration

Change Management for Experience Management

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