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Peer Advice for Being a Better CX Catalyst

By Mr. Greg Melia, CAE posted 10-28-2021 07:28 PM

  

CX professionals work as catalysts across their organization to drive better business results. But how exactly does that work? How do CX professionals build the level of collaboration needed to deliver the desired customer experience AND better business results? 

A group of CXPA volunteers led by Michelle Spaul of Delta Swan Limited is working diligently to tackle this enormously large issue by developing a series of consensus-driven monographs. The series will conquer this task through separate deep dives into a variety of functional areas, investigating the structure, terminology, metrics, and typical business interests of each to develop and deepen understanding between CX leaders and their colleagues. The objective is to provide a common language to facilitate interdepartmental collaboration; practical guidance and techniques for working together; and identification of potential pitfalls and emerging issues in the area.

To ensure that the project is a true community resource, each monograph will have two or more co-authors; review and refinement by the volunteer Task Force; and a CXPA community comment and review period.  Following community feedback and consensus consideration, professional editing and layout will be completed. 

The first monograph in the series focuses on collaboration with the finance function. It is authored by Sebastien Munar, CCXP and Andrea Leticia Linares Bracamonte. The draft is available now through November 28 for your review and comment here on the CXPA website. Here is a short excerpt and section headings from the draft to spark your interest:
  • 2 Languages and 1 Objective - Before the CX staff approaches to talk and / or ask for support from the Finance area, it is recommended that they be at the “height” of the conversation; in other words, study and become familiar with some of the terms used in the financial language. In this way, when interacting with the finance area, the conversation will be much more efficient. For example, the finance professional will talk about the items observed in the P&L and in an economic evaluation and will need to understand how the CX metrics will be the levers of some of these KPIs That is why it is necessary for CX staff to know how to identify and differentiate the four most important items in a P&L.
  • How is the Finance area organized?
  • Finance’s role in delivering CX
  • CX as a Financial Enhancer
  • What is their definition of business success?
  • Strategic Customer Management with Financial Vision
  • CX team role in supporting the Finance function
  • Two business case examples
  • Common pitfalls
  • Practices to consider

If you are interested in learning more and contributing as an acknowledged reviewer of this monograph, please visit cxpa.org/facilitatecx to review and submit your comments online. 

If you would like to be further involved as an author or Task Force member for another monograph in the series, please complete the volunteer opportunity application here (member sign-in required).

We are thankful to Michelle, Sebastien, Andrea and the rest of the Task Force for their awesome work, and look forward to feedback from the community!
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