CXPA Member Blog

CXPA Need to Know for the Week of May 29

By Joy Wedge posted 6 days ago

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CXPA Offices Closed for Memorial Day CXPA Headquarters will be closed in honor of Memorial Day on Friday, May 26th starting at 2pm ET and closed Monday, May 29th. 2023 CXPA Awards: Judges Applications Open CXPA is now recruiting judges for both the 2023 Emerging Leader Award and the 2023 Impact Award. CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. CXPA is seeking judges for each of the three preceding categories. Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, ...

Growth via Massive CX Savings

By Lynn Hunsaker, CCXP posted 7 days ago

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Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Everyone says "quick wins are your best route to CX success". Bah! Customers need you to permanently resolve pervasive pebbles in their shoes. They will reward you grandly. And cost savings for you pay off continually in GROWTH! Here's how: 1) Costs of Poor Experience. Take 1 prevailing CX issue: how much is it ...

Leave Me Alone as the next CX

By Nicholas Zeisler, CCXP posted 8 days ago

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I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ? The tl;dr on that is that the company was considering (Did they go through with it? I don’t know, but this video posted by BMW a month ago seems to suggest it’s happening in the UK.) linking heated seats—which used to be a hallmark of luxury automotive brands, ...

Correlating NPS to CLV

By Crystal Montague, CCXP posted 13 days ago

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Hello All! I am working on a project correlating historical NPS performance to Customer Lifetime Value (CLV). I am not getting a clear correlation (although we know NPS relates to increased revenue). Has anyone had any success in demonstrating this correlation, and if so, how?

CXPA Need to Know for the Week of May 22

By Jennifer Baker posted 13 days ago

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2023 CXPA Awards: Judges Applications Open CXPA is now recruiting judges for both the 2023 Emerging Leader Award and the 2023 Impact Award. CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. CXPA is seeking judges for each of the three preceding categories. Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Individuals nominated for the Emerging Leader Awards have typically done one or more of the following: Made contributions ...

Rapid Reactions to CXPA's CX Leaders Advance Conference

By Gabe Smith, CCXP posted 13 days ago

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CX Leaders Advance just wrapped up yesterday at the beautiful Rosen Shingle Creek hotel in Orlando, Florida. Check out what CXPA members were sharing about the event on social media: Megan Burns BT Gregson, CCXP Judy Bloch, CCXP #2023 #featured

Navigating the Mentorship Landscape: A Guide to Identifying, Approaching, and Cultivating Mentor Relationships

By Gina Slejko posted 19 days ago

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The purpose of this guide/blog entry is to provide practical advice for those seeking professional mentorship. These guidelines are based on my unique experience pursuing professional mentorship during a major career transition and should therefore be modified given each unique situation and career stage. What is the benefit of a professional mentor? I am a firm believer that the professional growth path is more fruitful when paved by the wisdom and support of others. For many high achievers, it’s tempting to take on the “I can do this on my own,” attitude when pursuing the next goal or professional milestone. But the reality is that ...

Put a Hollywood Spin on Your CX Insights with the Three-Act Structure

By Kamil Ali, CCXP posted 19 days ago

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Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold before your eyes: you'll be taken on a journey of discovery as you explore each act in turn. In movies, the three acts represent the setup, rising action, and resolution. In a business presentation, it’s the beginning, evidence, and takeaway. By using this formula for business presentations, you can create meaningful connections with audience through storytelling and ...

CXPA'S B2B CX Community--3 Key Takeaways From the Conversation with Bain's Rob Markey

By Gabe Smith, CCXP posted 20 days ago

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In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique challenges faced when gathering feedback from B2B customers. Here are a few key takeaways from the conversation: Differentiated Decision-Making Units : In B2B environments, decision-making units (DMUs) are more complex compared to B2C interactions. While consumers typically make purchase decisions and handle interactions with a company on their own, B2B transactions ...

CXPA Need to Know for the Week of May 15

By Joy Wedge posted 20 days ago

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CXPA's Guide to Understanding the C-suite's Perspective on Business Goals Thanks to our current CXPA Topic Guide Jenn Stephens, CCXP, we have prepared this resource to help CX practitioners understand the C-suite's perspective on Business goals. We’ve all been there - in a situation where leadership, particularly those in the C-Suite, want to understand how the Customer Experience work we are performing contributes to meeting their business goals. And rightly so! We all want our work to make a difference, be it making improvements to customer experience, increasing the bottom line, or streamlining processes. The C-Suite is no different ...

Your Brand Promise is Everything

By Nicholas Zeisler, CCXP posted 22 days ago

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I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m not...yet (keep that Growth Mindset going!) But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever. Here’s some background: With the advent of 5G technology, you may have noticed that a lot of mobile phone carriers are removing 3G from their portfolios altogether to make room for ...

CXPA Need to Know for the Week of May 8

By Joy Wedge posted 27 days ago

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CXPA's Guide to Understanding the C-suite's Perspective on Business Goals Thanks to our current CXPA Topic Guide Jenn Stephens, CCXP, we have prepared this resource to help CX practitioners understand the C-suite's perspective on Business goals. We’ve all been there - in a situation where leadership, particularly those in the C-Suite, want to understand how the Customer Experience work we are performing contributes to meeting their business goals. And rightly so! We all want our work to make a difference, be it making improvements to customer experience, increasing the bottom line, or streamlining processes. The C-Suite is no ...

On the Move--Celebrating Your Career Successes in April 2023

By Jennifer Baker posted 27 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 Alicia Gray , Vice President, Enterprise Customer Experience, Robert Half Aneesh Kammath , CCXP, Head – CX Advisory APAC, Merkle Lee Kemp , Vice President of Customer Experience, Veritiv Corporation Sudeep Krishnan, CCXP , Vice President, EXL Akisia Grigsby, Vice President, Engagement Strategy Director, JUICE Pharma Worldwide Second Row, L-R Edward Hobart, CCXP , Integrated Experience Designer, Enterprise ...

Uncovering the Link Between CX and Marketing to Achieve ROI

By Kamil Ali, CCXP posted 04-29-2023

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Customer Experience (CX) and Marketing are two of the most important foundations for achieving success. They must be integrated to ensure that businesses can survive in today’s competitive market and drive a Return On Investment (ROI). CX and Marketing are like the two wings of a bird. Just as a bird needs both wings to fly and reach its destination, businesses need both CX and Marketing to soar towards success. CX is the left wing, responsible for building customer loyalty and advocacy by providing a seamless and personalized experience. On the other hand, Marketing is the right wing, responsible for attracting new customers and promoting the brand. ...

CXPA Need to Know for the Week of May 1

By Joy Wedge posted 04-27-2023

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Are you joining us in Orlando at CX Leaders Advance? Join the CX Leaders Advance Program in Orlando, FL May 15-17. Check out the faculty speakers and agenda for the upcoming program today. Learn more at www.cxpa.org/orlando Check out quick Who, What, When, Where and Why information about our upcoming CX Leaders Advance conference here . Hear from Greg and Mark on CX Leaders Advance CXPA Board Member Mark Slatin , CCXP caught up recently with CXPA’s CEO Greg Melia, CAE to discuss next month’s CX Leaders Advance program. Take a listen as to why it is a not to be missed opportunity for those leading CX programs. ...

You've lost me by then

By Nicholas Zeisler, CCXP posted 04-25-2023

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You know that I’m big into walking in your Customers’ shoes. I write about it all the time and it plays a huge part of the book . But you’ve got to go into it with the right frame of mind. It’s not practical to expect you can shed all your priors and blinders, but you’ve got to assert yourself as best you can and imagine the experience your Customers are having. A while back I was working with a brand whose Brand Promise was, basically, ease-of-use . They wanted to consider themselves, while not the least expensive and not the most luxurious, at least the best solution (they are a service provider) for their Customers who didn’t have time ...

B2B NPS| 168 Registered | Opened Up a Few More TIX!

By Martha Brooke, CCXP posted 04-23-2023

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Do you work for a B2B company and have questions about NPS ? If so, this your roundtable! Come with questions and meet with your peers. May 4, 3 EST: I'm interviewing the co-inventor of NPS, Rob Markey. He'll address how NPS works when your audience is Distributors and OEMs. You'll learn: · When should you ask the NPS question? · Who should you ask? · How can you apply your NPS findings? Like all experiences, Customer Experience comprises sensations, emotions, expectations, perceptions, and other cues. To get to the heart of CX, you need to funnel this complexity into clear metrics and concrete action plans. Will NPS work when your audience ...

CXPA Need to Know for the Week of April 24

By Joy Wedge posted 04-19-2023

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CX Leaders Advance Special Hotel Rate Available Plan ahead! Take advantage of the Rosen Shingle Creek special hotel room rate and reserve your room here . We hope you will join the CX Leaders Advance Program in Orlando, FL May 15-17. Check out the faculty speakers and agenda for the upcoming program today. Learn more at www.cxpa.org/orlando Hear from Greg and Mark on CX Leaders Advance CXPA Board Member Mark Slatin , CCXP caught up recently with CXPA’s CEO Greg Melia, CAE to discuss next month’s CX Leaders Advance program. Take a listen as to why it is a not to be missed opportunity for those ...