Search Options
Skip to main content (Press Enter).
Sign in
Skip auxiliary navigation (Press Enter).
Join CXPA
Event Calendar
Find Your Network
CXPA Market
Skip main navigation (Press Enter).
Toggle navigation
Meet Us
Mission, Vision and Values
Diversity & Inclusion
Our Team
Our Members
On the Move
Our Sponsors
Our Partners
Our History
Get Involved
Volunteer & Workgroup Opportunities
CX Day
Grow Your Knowledge
What is CX?
Find a CX Partner
Find CX Education
Find a CX Resource
CXPA Bookstore
CXPA Webinars
Advance Your Career
Careers in CX
Awards
Job Postings
Earn the CCXP
CXPA Digital Badge User Guides and FAQs
Earn Your CCXP
About the CCXP
Apply For The CCXP
Testing Locations
Exam Preparation Resources
CX Core Competencies
Maintain Your CCXP
CCXP Directory
Blogs
View More Blog Posts
Next Generation Perspectives on CX, Diversity and Inclusion
By
Greg Melia CAE
posted
06-10-2021 03:41 PM
0
Recommend
This week two important recognitions are on my mind: Lesbian, Gay, Bisexual, Transgender, and Queer (LGBTQ) Pride Month and Father’s Day.
Being a father helps me be a better person and leader by giving me access to two wonderful daughters who share with me how they see the world. In addition to providing me inspiration, I am grateful when they help me see new perspectives and gain new knowledge based on how they see and experience the world. My younger daughter, Marguerite, is a wonderfully observant person who has always asked questions that make me think. For as long as I can remember, she has wondered why single toilet bathrooms are labeled for men or women. It’s a good question and is a simple example of how every aspect of a system can unintentionally send messages that can make someone feel included or excluded. Last month, Marguerite again enhanced my perspective when our family enjoyed an outdoor meal at a new-to-us restaurant. She ordered her favorite meal – chicken tenders and fries. Since my request for feedback on the meal went unanswered, I tried to simplify it for her asking, “On a scale of zero to ten, how likely are you to recommend these chicken tenders to a friend?” While my wife and older daughter watched with amusement, Marguerite responded, “Well, it depends on which friend we are talking about. Susie is a vegetarian. Raul doesn’t like things that are breaded because he’s gluten intolerant. And I guess that Alinor would like them, but we don’t usually eat together so I’m not sure.” So, it opened a new insight for me ... not just that NPS is an imprecise instrument, but a reminder that there is a great diversity of customer needs – and if we want to be truly inclusive, we need to be aware and provide both options and information.
My older daughter Frannie helps me learn and grow too. She’s been raised in diverse, welcoming communities, and has a wonderful awareness of the diversity of gender identities. She is quick to help remind me and my wife of the correct pronouns to use beyond “he” and “she” which we were taught in school. It’s not an easy thing to be corrected (frequently) but it’s extremely helpful – there are years of practiced speech patterns to overcome. (If you are interested, Frannie approves of
this article
on how to get people’s pronouns correct.) I am thankful that for the blessing of being a father, and also thankful that cultural, social, legal barriers that prevent LGBTQ individuals from being parents continue to be removed. CX and equality share a common commitment to improved interactions across all touchpoints, people, and technology over time. This week I celebrate our progress -- and pledge to continue my journey to greater understanding, support, and inclusion – and hope that
you will too
.
#DiversityandInclusion
0 comments
402 views
Permalink
Platinum
Platinum
Gold
Silver
Silver
Silver
Silver
Silver
Silver
Bronze
Bronze
Bronze
Skip Navigation Links
Contact Us
Membership FAQs
Copyright � CXPA. All rights reserved.
Powered by Higher Logic