I had a blast on CX Day participating in podcasts, webinars, a LinkedIn Live, and making cameo appearances across the globe. I also loved seeing the breakfast sandwiches, cakes, t-shirts, balloons, quiz games and other celebrations from every corner of the world. But perhaps most of all, I enjoyed seeing CX professionals share thoughts, perspectives, and advice. Here are ten things I saw that I want to make sure that you didn’t miss:
1. The fun and photogenic Nate Brown created a roundup of thoughts from an all-star cast of CX leaders sharing how they believe that CX professionals make the world a better place. (I missed the chance to participate, but here’s my answer.)
2. CXPA Asia lead Pranav Kumar wrote a great LinkedIn article on the theme, Good CX Delivers Better Outcomes for Customers, Employees and Organisations. I love that the article highlights key points of CX theory as well as identifies CX shining stars including Pfizer and Singapore Airlines. Be sure to read Pranav’s thoughts on the potential for Generative AI and ChatGPT in CX!
3. Medallia’s CEO Joe Tyrell took time to reflect on the CX Day theme too, writing “CXPA’s theme for CX Day this year couldn’t be more appropriate”.
4. Stacy Sherman at DoingCXRight released a special video compilation featuring advice from industry legends including Fred Reichheld, Jeanne Bliss, Shep Hyken, Ian Golding, CCXP, and Annette Franz, CCXP.
5. Prasana Kumar Parthasarathy, PMP®, CX wrote a great post debunking the misperception that Customer Service/Support and Customer Success are not synonymous with Customer Experience (#CX).
6. Satish Dave, CCXP issued a call to “Rip up the textbooks” – a headline that first evoked trepidation, but with which I fully agree after reading his thoughts. Thank Satish – I am inspired to help to continue to raise awareness about the CXPA CX Book of Knowledge in universities, where we have only scratched the surface potential.
7. CXPA Board member Sebastien Munar, CCXP, XMP offered CX Day greetings in several languages and helped to arrange a very international series of program through the Latin America based Customer Fest program. CX University, a CXPA Recognized training Provider, released news about a new partnership to bring German language training to CX professionals.
8. Bruce Temkin, CCXP reflected on the founding and evolution of CX Day – including his thoughts on the future role of Gen Ai in customer experience.
9. Justin Robbins joined Nate Brown to share thoughts on how CX professionals are exceptional.
10. Aneesh R Kammath, CCXP provided the perfect closing entry for this list: “10 straightforward tips” to help CX professionals be the best that they can be.
Which of the above are your favorites? What did I miss that you would recommend?
Thanks everyone for an amazing CX Day!
#CXDay
#2023