The holiday season is more than a collection of dates on a calendar—it’s a time when traditions, cultures, and communities come alive in unique and meaningful ways. As customer experience (CX) leaders, we have a special role to play in these celebrations: creating bridges that connect people through empathy, respect, and shared humanity.
To explore how CX can serve as this unifying force, I contacted some of the most thoughtful voices in the CXPA community. These leaders share how CX can transcend differences, foster inclusion, and bring people together, even in a world that sometimes feels fragmented. Along with their insights, I’ve added my own reflections to show how CX can truly transform the holiday season and beyond.
The Problem: Disconnection in a Fragmented World
In an increasingly digital world, genuine human connection is becoming rare. Have you ever felt like a mere data point when engaging with a brand? Algorithms and transactional exchanges often replace face-to-face interactions, leaving us feeling isolated, especially during emotionally significant times like holidays. These feelings of disconnection often come to the forefront when diverse traditions and celebrations go unrecognized.
Cultural misunderstandings add to this fragmentation. As diverse traditions cluster in December, people can feel excluded if their unique observances go unnoticed. Greg Melia, CAE, CEO of CXPA, reminds us: "Customer expectations rise during the holidays as they seek to complete their business amidst the hustle and bustle."
Recognizing this, CX leaders have an opportunity to make a meaningful impact.
Why CX is the Solution
CX is a unifying force. CX leaders can bridge gaps and create memorable experiences by emphasizing empathy, inclusivity, and connection. Here are three ways this can happen:
CX Goes Beyond Transactions
As Vaishali Dialani, CCXP, a Senior CX Strategist, beautifully put it: "At its core, the magic of an experience isn’t in the transactions—it’s in the emotions it stirs."
Think about the last time you felt truly cared for during an interaction. Didn’t it leave a lasting memory? Vaishali adds: "When people feel truly cared for, the experience becomes more than just a moment—it becomes a memory, something that leaves a lasting impact."
These emotional connections are even more critical during the holidays.
CX as a Bridge
Sue Duris, CCXP, states, “CX is an important bridge as it helps organisations create inclusive cultures which enables employees to feel valued and motivated to go the extra distance, this improves employee engagement, which in turn leads to better customer experiences.” By celebrating what makes us different, CX reveals the common humanity that unites us. What moments of shared understanding have you experienced in your interactions? This approach turns potential points of friction into opportunities for connection and joy.
Meeting Heightened Expectations
With clear communication and thoughtful care, CX can exceed the elevated demands of the holiday season, transforming routine interactions into cherished memories.
Celebrating Traditions Through Service
To see CX in action, look no further than the diverse celebrations that characterize December—Christmas, Hanukkah, Bodhi Day, Kwanzaa, and Advent. These traditions may differ, but they share universal themes of light, hope, generosity, and community. By embracing these values, CX leaders can create truly inclusive and impactful experiences.
Scott Lee Holloway, CCXP, a Senior Customer Experience Manager, reminds us:"Diverse cultures, backgrounds, and perspectives enrich both the customer experience landscape and broader society."
Scott’s perspective is powerful. He notes: "Across many traditions, December is a time of reflection and renewal," emphasizing the compassion and the hope that unite these celebrations. Imagine your organization fostering inclusivity by "hosting dedicated sessions where colleagues share their beliefs," creating an environment where everyone feels respected and valued.
Small gestures often create the strongest connections. Emily Vernon, CCXP, a Brand Experience Consultant, shares a simple yet profound insight: “Showing genuine curiosity about others’ celebrations opens the door to understanding and connection."
Consider how a thoughtful greeting or a moment of recognition can transform a relationship. Emily explains: “Even a moment of recognition we might think is small can be significant to another."
These actions underscore the power of intentional kindness.
Actionable Insights for 2025: Fostering Unity Through CX
As we look to the future, consider how these lessons can shape your approach in 2025. Building on the reflections of 2024, here are four actionable steps to foster unity through CX:
- Recognize and Respect Diverse Observances: Acknowledge holidays beyond the mainstream. This could be as simple as inclusive greetings or tailored experiences that reflect a wide range of traditions.
- Promote Curiosity and Understanding: Facilitate conversations about different celebrations within your teams. Imagine the bonds you could foster by showing genuine interest in the traditions that matter to your colleagues and customers.
- Highlight Shared Values: Emphasize universal themes like kindness, generosity, and unity. These resonate across all traditions and create deeper connections.
- Personalization and Representation: Use multicultural visuals and stories in your messaging. How powerful would it be for someone to see their unique background reflected in your brand’s efforts?
Vaishali captures it perfectly: “Creating a culture of diversity, equity, and inclusion isn’t just about ticking boxes—it’s about genuinely understanding that, at the end of the day, what unites us is simply being human."
By embracing this mindset, you can transform not only your CX approach but also your organization’s impact.
Maintaining Operational Excellence
While inclusiveness is crucial, it must pair with operational excellence—especially during the holiday rush. Greg Melia, CAE reminds us: “The holiday season isn’t a time for a holiday from great CX."
Here’s how you can deliver:
● Seamless Customer Journeys: Ensure your processes are smooth and intuitive, from online platforms to in-store interactions.
● Clear Communication: Keep customers informed about timelines, policies, and updates to avoid frustration.
● Extra Patience and Care: Encourage your teams to go the extra mile. Greg emphasizes: “When possible, give the gift of extra patience and care to make your customers’ perceptions happy and bright."
Creating a Legacy of Connection
Vaishali’s insight—"Beneath our traditions, we all share the same need to feel seen and valued”, captures the essence of exceptional CX. By prioritizing this understanding, you can transform routine interactions into lasting memories.
Scott’s perspective reminds us that December’s values - kindness, unity, and generosity - should guide our efforts year-round. What if these values became the cornerstone of your CX approach? Highlighting these universal themes fosters a sense of connection that transcends differences.
Looking ahead to 2025, I invite you to take action. How will you ensure every customer feels valued and included this holiday season? Are your team members empowered to deliver experiences that resonate on a personal level? What traditions could you honor to foster deeper connections?
CX is more than a strategy, it’s a commitment to human connection. Will you seize the opportunity to create transformative experiences that unify and inspire? The choice is yours to make this season, and every season, one of connection and care.
~Stacy Sherman
DoingCXRight.com
#2024
#DiversityandInclusion