CXPA Member Blog

The Human Touch in Retail: How Store Associates Shape the Customer Experience

By Sahil Shetty posted 2 days ago

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Abstract: In a world where digital convenience dominates, the human touch still stands out as a key differentiator for in-store shopping. Store associates are much more than employees; they are the face of the brand, creating connections that online platforms can’t match. This paper takes a closer look at how these associates shape the customer experience (CX), drawing on psychological insights, real-world examples, and case studies from retailers like Lowe’s, Nordstrom, and Apple. By empowering associates and enhancing their emotional intelligence, retailers can turn simple transactions into lasting relationships that keep customers coming back. As we explore ...

The Future of Customer Experience: How Omnichannel Networks Are Redefining Customer Engagement

By Sahil Shetty posted 2 days ago

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Introduction: Imagine stepping into a store, finding the exact product you researched online, and checking out effortlessly through an app that remembers your preferences, purchase history, and delivery address. Now, picture how this seamless experience extends across your interactions with that brand, whether it's on their website, social media, or customer service. This is the promise of a well-executed omnichannel network—a cohesive, connected experience that empowers customers to engage with a brand whenever and however they choose. In today’s fast-paced world, customers have an abundance of choices, channels, and options at their fingertips. They expect ...

CXPA Need to Know for the Week of October 14th

By Joy Wedge posted 4 days ago

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New Resource: Job Seekers Guide Get the newest career support resource from the CXPA. A 32-page guidebook that covers some of the most pressing issues for job seekers. This guide distills invaluable advice from seasoned CX professionals who have successfully navigated the complexities of CX job markets. It equips you with practical tools and knowledge to excel in your career, whether you're looking for immediate opportunities or long-term growth. Download here . If you are a CXPA member looking to be part of a community of CX job seekers, you can join the CXPA’s community here (CXPA membership and login required). You can also access the ...

CXPA Need to Know for the Week of October 7th

By Joy Wedge posted 11 days ago

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Thank you for Celebrating CX Day 2024 CX Day 2024 was a unique global celebration, filled with energy and engagement from around the world. The day was packed with activities, spotlighting key announcements and milestones that showcased the growing influence of customer experience. From insightful discussions to innovative ideas, every moment contributed to a truly memorable experience. See highlights here New Guide: What CEOs Need to Know about CX - EX Balance Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary ...

On the Move--Celebrating Your Career Successes in September 2024

By Jennifer Baker posted 11 days ago

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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 Shawn Nason | Chief Experience & Innovation Officer | PatientPoint Emily Bevens , CCXP | Vice President, Client Experience Transformation Partner | BlackRock Matt Kavanaugh | Director of Customer Success | Neuron7.ai Rudi Whitaker | Head of Corporate Real Estate – Hospitality | Discovery Limited Second row, L-R Zoe Reuter, CCXP | Chief Operating Officer | Findel Vlad Kushchenko, CCXP | CX Director | AstraZeneca Sathish ...

A Roundup of CX Day Celebrations and Announcements

By Mr. Greg Melia, CAE posted 12 days ago

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CX Day 2024 was an amazing day, a truly global celebration with so much activity that I feel compelled to write a summary post to capture key announcements and highlights. The day kicked off with an amazing video that captures the spirit and reach of the CXPA community: Of course, CXPA shared videos to help recognize and celebrate the work of CX professionals: Social media was also full of in-person and online CX Day activities Five9 arranged a special recognition on the Nasdaq display Hundreds of attendees participated in a Russian CX Day online program. (One breakout room pictured) ...

The Evolution (or Destruction) of Customer Experience (CX)

By Sean Albertson posted 17 days ago

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The Challenges, Transformations, and Future in the Changing Landscape of CX The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and a shift towards data-driven practices, is reshaping how companies approach CX. Traditional methods such as surveys and legacy research are giving way to tech-driven solutions and deep data analytics. In this article, we analyze the pressing challenges and potential opportunities for the CX workforce. The Shifting Landscape: From Traditional CX to Tech-Driven Solutions In recent years, the traditional approach to CX, anchored in surveys ...

CXPA Need to Know for the Week of September 30th

By Joy Wedge posted 18 days ago

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Celebrate CX Day 2024 Tune in to the CXPA Celebration on LinkedIn LIVE Tuesday October 1, at 12pm noon ET Set a reminder Are you and your team ready to join the celebration? Join us on Tuesday, October 1st, and get ready to participate in CX Day! This exciting day is dedicated to celebrating CX and the CX professionals behind creating positive impacts for customers. Be sure to check out the CX Day event calendar to explore a variety of events happening worldwide. Whether you’re attending webinars, joining discussions, or sharing your own stories, there’s something for everyone to enjoy. See CX Day 2024 Event Calendar ...

Leveraging Global CX Day to create a ripple effect in your organization

By Nienke Bloem, CCXP posted 20 days ago

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This article originally appeared at https://www.nienkebloem.nl/en/leveraging-global-cx-day-to-create-a-ripple-effect-in-your-organization/ Global CX Day is fast approaching, and I absolutely can't wait. For those who don't know, the Customer Experience Prof essional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It's our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals who drive it, and promote a culture centered on our customers. But the real power of Global CX Day lies in how we leverage it to inspire our teams, improve ...

The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences

By Stacy Sherman posted 24 days ago

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Originally featured on Doing CX Right blog Imagine yourself sitting across the table, heart pounding, hands clammy. The offer letter is right in front of you, but something feels off. You know you should probably ask for more, but the words seem stuck. Does this sound familiar? This is similar to what my friend Catherine Sugarbroad experienced. After being in her role for several years, a new position opened up. Realizing that the compensation structure for this new role might be different, she sought advice from a trusted colleague. Her colleague warned that the company could try to lower her base salary because sales roles often rely heavily on ...

Your Guide for Celebrating CX Day 2024

By Gabe Smith, CCXP posted 25 days ago

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Record a Greeting by September 20th As we gear up to celebrate CX Day on Tuesday, October 1st, 2024, the global CX community is coming together to recognize the importance of customer experience and the value it brings. This year’s theme, "Good CX Delivers Better Outcomes for Customers, Employees, and Organizations," highlights the business impact of our discipline. Would you like to join in the celebrations? One of the most personal and impactful ways to participate is by sharing a c heerful "Happy CX Day" message with the global community. We invite you to record a short video including your name, location, and a special message that showcases ...

CXPA Need to Know for the Week of September 23rd

By Joy Wedge posted 25 days ago

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Celebrate CX Day 2024 Are you and your team ready to join the celebration? Join us on Tuesday, October 1st, and get ready to participate in CX Day! This exciting day is dedicated to celebrating CX and the CX professionals behind creating positive impacts for customers. Be sure to check out the CX Day event calendar to explore a variety of events happening worldwide. Whether you’re attending webinars, joining discussions, or sharing your own stories, there’s something for everyone to enjoy. See CX Day 2024 Event Calendar On the Move: August Want us to celebrate your career accomplishment? ...

Tips to Celebrate CX Day 2024

By Mrs. Camille Trim-Dingwell, CCXP posted 27 days ago

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CX Day Countdown! As CX professionals from around the world gear up for CX Day, I am sharing some tips to elevate the experience: Social Media Campaigns: Use your social media platforms to create a global conversation about CX. Create a community that encourages people to share their CX stories, experiences, and insights using a common hashtag. #cxday2024 Focus on Emerging Trends and Technologies by exploring how AI and automation are transforming customer experiences. Discuss the potential benefits and challenges of these technologies and address the HI topic of integration. Promote Empathy and Customer-Centricity: by e mphasizing ...

Integrating AI and HI: A Synergistic Approach to Human-Centered Innovation

By Mrs. Camille Trim-Dingwell, CCXP posted 28 days ago

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As CX Leaders, we understand that Artificial Intelligence (AI) and Human Intelligence (HI) are two powerful forces that, when combined effectively, can drive innovation and create extraordinary outcomes. While AI offers computational power and data analysis capabilities, HI provides creativity, empathy, and critical thinking. By integrating these complementary strengths, organizations can unlock new possibilities and address complex challenges. Many organisations are struggling to get this right, and Colin Shaw shares some golden nuggets in this article: https://www.linkedin.com/pulse/future-ai-customer-experience-colin-shaw-p4wke/?trackingId=74cP%2Bi2kSsasRpbD6kscBA%3D%3D. ...

Supporting Career Transitions in CX: New Resources from CXPA

By Gabe Smith, CCXP posted 09-12-2024

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CXPA continues to develop resources for job seekers with the release of our new Navigating CX Career Transition Topic Guide and the upcoming CXPA Job Seekers Guide . These tools are designed to equip members with the knowledge and confidence needed to navigate today’s competitive CX job market, regardless of where they are in their career. Newly Published: Navigating Career Transition Topic Guide Our newly launched " Navigating Career Transition Topic Guide ," curated by Mariana de Marchi, CCXP , offers support for anyone facing a career shift in CX. This guide offers resources suited for three distinct paths: CX Enthusiasts – Those ...

Designing better customer experiences to serve Hispanic communities

By Mr. Edward Lopez, CCXP posted 09-12-2024

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One of the 2024 initiatives of the CXPA DEI Committee is to increase awareness of the employee and customer experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. This month, we are spotlighting Hispanic Heritage Month . In today’s global economy, successful businesses recognize the importance of designing and delivering experiences that serve diverse customer bases. Hispanic Heritage Month celebrates the impact and achievements of Hispanic individuals who trace their roots to over 30 Hispanic/Latin countries, but it also reminds us of the significance of the Hispanic ...

CXPA Need to Know for the Week of September 16

By Joy Wedge posted 09-12-2024

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Share a CX Day Global Good Morning Video Please join us in celebrating CX Day in a special way with a CX Day greeting. We look forward to creating a special “CX Day Global Good Morning” video that compiles special messages from CXPA members around the world. Your video may be shared on CXPA’s CX Day website and LinkedIn accounts. To participate, please record a short video with your name and CCXP if applicable, location, and a brief, positive CX Day message. Record Your Video Here UKCXA 24: CXPA CEO Greg Melia will Attend Five weeks to go before the UKCXA™️ 24 Awards Ceremony arrives ...

CXPA Need to Know for the Week of September 9

By Joy Wedge posted 09-05-2024

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2024 CX Day Celebration Are you and your team ready to join the celebration? Join us on Tuesday, October 1st, and get ready to participate in CX Day! This exciting day is dedicated to celebrating CX and the CX professionals behind creating positive impacts for customers. Be sure to check out the CX Day event calendar to explore a variety of events happening worldwide. Whether you’re attending webinars, joining discussions, or sharing your own stories, there’s something for everyone to enjoy. See CX Day 2024 Event Calendar Share a CX Day Global Good Morning Video Please join us in celebrating ...

On the Move--Celebrating Your Career Successes in August 2024

By Jennifer Baker posted 09-05-2024

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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 Rob Howell, CCXP | Customer Experience Manager | Cornerstone Building Brands Tatiana López | Project Manager – Student Experience | La Salle BCN Deepta Rayner, CCXP | Sr. Director CX Measurement | CIBC Samantha Compton, CCXP | Manager, Success Management | HealthStream Gary Batroff , CCXP | SVP of Sales and Partnerships | Thematic Ashima Bhagat | Account Director – Government & PSU | ST Telemedia Global ...

As Customer Experience matures, CXPA evolves to tackle big challenges

By Mr. Greg Melia, CAE posted 08-29-2024

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The world is different than when Lou Carbone and Stephan Haeckel wrote about “Engineering Customer Experiences” in January 1994, or even when CXPA was founded in 2011. “Customer experience” is now widely used – albeit in a variety of contexts and meaning. But it is undeniable that this idea that arose just over 30 years ago is now found in organization charts, university courses, software platforms, and consulting frameworks. Nearly 74,000 people follow CXPA on LinkedIn and over 30,000 individuals have digital profiles with CXPA. There is no disputing that CX has arrived and taken root – thanks in large part due to visionaries like Lou, Stephen, Bruce Temkin, ...