CXPA Member Blog

CXPA Member Blog

This Blog features thought leadership from CXPA members and staff. All contributions are welcome!  Authors and commenters are reminded to adhere to CXPA's community expectations. Solicitation and direct selling are strictly prohibited, and CXPA has the sole discretion to remove any post for any reason.  For assistance with the CXPA blog, contact gabe@cxpa.org.

By posting to the CXPA blog, you contribute to advancing CX knowledge.  CXPA may share your post with the CX community through our online newsletter, social media, and other content channels.

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Managing money is a serious affair for most organizations. In my environment it is said that money is “the nerve of war” and if you want a professional initiative to succeed in your organization, you should gain the support of the finance team. This wise advice is also true in the CX world. Like Customers are core assets for CX professionals, Money is a core asset for the finance team. CXPA's new book "Effective Collaboration Between CX and Finance: A Guide to Strengthening CX Together," is a welcomed initiative (and is available for free online reading to CXPA members). Because CX is a team sport, CX professionals should make sure that the Finance ...
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CXPA's Book of Knowledge Decodes the Alphabet Soup of CX KPIs Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing success of your CX program. But – for many of us – the various acronyms and definitions can feel like alphabet soup either for ourselves, or when communicating with stakeholders or leaders who are less familiar with the intricacies of CX. Read More Here Earn the ...
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As we welcome 2023, we wanted to share some more information about CXPA's strategic direction, and help you understand the ways in which we are working to deliver more value to CXPA members from around the world. The two most important words on CXPA's strategic framework represent an organizing principle: CX Professionalism. The Board is energized about this commitment and our key strategies supporting it, which we see as pivotal in advancing the CX profession to the next level. Here are some things that we want you to know: With the help of our sponsors , we will continue our Emergency Fund program to cover the costs of membership and CCXP renewal ...
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Earn the CCXP in 2023 Is earning the CCXP a focus in 2023? The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. If you seek to earn the CCXP , chances are you will consider taking a professional course. By choosing a CXPA Recognized Training Provider you can be assured that CXPA has evaluated the training curriculum to confirm that it aligns with our CX Knowledge Domains and that the course instructors hold the professional credentials expected of quality trainers. Learn more here . CXPA's ...
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The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely people are to agree with you, and more quickly. If all it takes to come to your conclusion is along the lines of: ‘Well, here’s the fact, therefore, here’s the conclusion,’ you’re likely to win lots of people over to your way of thinking on a topic. There’s a corollary that goes, if you can’t explain it simply, you don’t know it thoroughly enough. As such, conversely, ...
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Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing success of your CX program. But – for many of us – the various acronyms and definitions can feel like alphabet soup either for ourselves, or when communicating with stakeholders or leaders who are less familiar with the intricacies of CX. The good news is that CXPA has recently released a comprehensive guide called the Book of Knowledge that helps us make sense of it ...
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CXPA Headquarters Holiday Closure In honor of Martin Luther King Jr. Day, CXPA Headquarters is closed on Monday, Jan 16, 2022. New CXPA and Heart of the Customer Study CXPA is partnering with Heart of the Customer on new research to understand how the best CX programs are structured. Want to learn more about how you can get involved? Click here . CXPA Celebrates Your Career Success: December 2022 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: ...
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Why are customer experience metrics our Number 1 challenge, year after year? When you understand how experience management metrics build upon one another, you can clearly see where you should focus. Like concentric circles, or a Russian doll , start with Earnings per Share and work backward. Customers' expectations are established by what's done in Marketing and Sales. This starts with identifying your Ideal Customer Profile, emphasizing acquisition of ideal customers, and setting realistic expectations. If any of these factors is weak, you're not set up for efficient and effective CXM. Costs to Serve include delivering ...
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New CXPA and Heart of the Customer Study CXPA is partnering with Heart of the Customer on new research to understand how the best CX programs are structured. Want to learn more about how you can get involved? Click here . ICYMI - CXPA Member Workshop: The CX Pro as a Change Agent This workshop with Mark Slatin, CCXP will help CX leaders who wear a lot of hats... one hat that rarely gets attention is CHANGE AGENT. Check out the reply of this hands-on, interactive session, that equips CX leaders with a customized framework of how to lead change, which could be THE most critical skill to drive success. ...
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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 Jeff Phillips , Senior Manager, CX and Service, American Medical Association Sarah Tarraf , Senior Vice President, Client Growth, Rocket Central Jacob Shields , Director of Customer Experience & Technology, DojoNetworks Tallis Boyd , Senior Director, Consumer Pharmacy Experience, United Healthcare Matt Holmes , Senior Customer Success Manager, ServiceNow Second Row, L-R Sydney Vandorpe , Functional Consultant Digital CX, delaware BeLux ...
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As you enter 2023, we hope that your resolutions to advance CX within your organization, deliver more value for your customers and clients, and advance your career are realized. CXPA is here to support you throughout 2023. Here are a few ways CXPA and our partners can help support CX resolutions: Deepening Your CX Knowledge – Three months ago CXPA published the CX Book of Knowledge and the Effective Collaboration monograph series , which provide valuable insights and guidance for CX professionals to kick off the new year and achieve better collaboration and business outcomes throughout the year. CXPA members can read these books for free online at http://www.cxbookstore.com ...
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It was October 2022 when the CX Book of Knowledge by CXPA was released, giving us all a great opportunity to be inspired, learn, and re-learn from other CX professionals' best practices, tools, and methods into the five core CX competency areas. In this blog post, I will give you a glimpse into one of the book’s sections as it highlights the importance of Experience Design and Innovation in CX and examines how and what we can do to bring value and profit to our business. The role of Design and Innovation in CX Customer Experience and Experience Design are interconnected since there is a need for empathizing, planning, and implementing ...
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If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes . It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand and your processes. It can be tricky sometimes to get out of your own head (you understand, from the back end, after all, how your systems work, so that perspective is hard to shed completely), but getting out there and experiencing things the same way your Customers do is invaluable. It occurred to me the other day how important it can be to view things ...
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Holiday Office Closure CXPA Headquarters are closed on the below dates in observance of the upcoming holidays. Friday, December 30 offices close at 2pm ET and offices are closed Monday, January 2 Welcome CXPA 2023 Officer s a nd New Director s CXPA is proud to announce our new 2023 officers and board members. Please connect with the s e leader s through our member directory. Tabitha Dunn, CCXP, CXPA Chair , Hitachi Amy Shioji, CCXP, CXPA Vice Ch a ir, S trategic Education Roxana (Roxie) Strohmenger , ...
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On Tuesday, December 20 th , CXPA members from around the world convened for CXPA Connections 2022, a live networking event that offered members the opportunity to share reflections on 2022, top CX priorities in 2023, and key pieces of advice with their CX peers in small-group breakout rooms. “In one hour, I got to meet 10 new CCXPs from around the world, get advice for my business challenges, and feel ready for the new year,” said Suzanne Olson, CCXP . In addition to the networking elements, the event offers members an on-demand first-look at CXPA’s plans for 2023 and reflections on the past year through video conversations with 2023 Chair Tabitha ...
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Holiday Office Closure CXPA Headquarters are closed on the below dates in observance of the upcoming holidays. Friday, December 23 offices close at 2pm and offices are closed Monday, December 26 Friday, December 30 offices close at 2pm and offices are closed Monday, January 2 Welcome CXPA 2023 Officer s a nd New Director s CXPA is proud to announce our new 2023 officers and board members. Please connect with the s e leader s through our member directory. Tabitha Dunn, CCXP, CXPA Chair , Hitachi Amy Shioji, CCXP, ...
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As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the exams I administer. That’s because the purpose of each is different. When we give homework, the purpose is for practice and learning; getting better at stuff, which is often pretty tremendous to watch from the teaching perspective, because in a lot of topics I teach, that’s going from zero knowledge to proficiency in a short amount of time. Homework, and the errors made during the process of completing it, is part of the learning process: We fail in homework so we know how to recover and do things right; nobody’s expected to ...
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The Customer Experience Professionals Association (CXPA) is a professional organization dedicated to advancing the discipline of customer experience management. The organization provides educational resources, networking opportunities, and a certification program for customer experience professionals. In 2022, the CXPA published the CX Book of Knowledge and the Effective Collaboration monograph series , which provide valuable insights and guidance for CX professionals. On Tuesday, December 20, the CXPA is hosting a virtual event called CXPA Connections 22, which provides an opportunity for members of the CXPA community to reflect on the ...
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Holiday Office Closure CXPA Headquarters are closed on the below dates in observance of the upcoming holidays. Friday, December 23 offices close at 2pm and offices are closed Monday, December 26 Friday, December 30 offices close at 2pm CXPA Connections: A Year-End CXPA Celebration CXPA members, please plan to join us on Tuesday, December 20 for special opportunities to reflect on 2022 accomplishments, reconnect with peers, and plan for a successful 2023. During the day, on-demand content from publication authors, CXPA leaders and staff will give an insiders' view of CXPA content and activities. ...
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CX Solution Spotlight: Glassbox Glassbox's digital experience analytics solution takes center stage in this hands-on demo of the tool's capabilities in CXPA's latest technology partner spotlight. New CXPA and Heart of the Customer Study CXPA is partnering with Heart of the Customer on new research to understand how the best CX programs are structured. Want to learn more about how you can get involved? Click here . NOTICE: Updated CXPA Staff E-Mail Addresses CXPA staff email addresses have been updated to the domain CXPAglobal.org ...