CXPA Member Blog

Medallia and Business Intelligence Are Revolutionizing Customer Experience

By Sahil Shetty posted 2 days ago

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Abstract: In today’s fast-paced world, customers don’t just expect businesses to meet their needs—they want them to anticipate them. Medallia, a powerful platform for capturing customer feedback in real-time, gives companies an invaluable window into what their customers are thinking. But the real magic happens when that feedback is combined with business intelligence (BI) tools like Tableau, Power BI, or Qlik. These tools help companies turn raw data into meaningful insights, enabling them to make smarter decisions, spot emerging trends, and respond quickly to customer concerns. When Medallia and BI come together, they transform how businesses understand ...

How NICE Systems is Shaping the Future of Business Intelligence: Opportunities, Challenges, and Insights

By Sahil Shetty posted 2 days ago

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Abstract Business Intelligence (BI) has come a long way from just generating reports and tracking basic metrics. With the rise of Artificial Intelligence (AI) , Machine Learning (ML) , and real-time analytics , companies can now tap into data to make quicker, smarter decisions and stay ahead of the competition. NICE Systems , a leader in this space, has developed innovative tools that help businesses enhance everything from customer service to operational efficiency . This paper explores how NICE’s BI solutions are reshaping industries, with practical, real-world examples. It also delves into the challenges organizations face when implementing these ...

Meet the 2025 CXPA Board of Directors Slate

By CXPA Admin posted 4 days ago

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After an extensive review of all applications, the Nominating Committee has selected the candidates below for nomination as a slate to help CXPA achieve its multi-year objectives. Learn more about these nominees and their vision for the future of CXPA, and learn more about the nomination process here . Cast your vote here by December 13th at 9 PM Eastern. Treasurer Nominee (Automatically progresses to Vice Chair, Chair and Immediate Past Chair) Benjamin Easaw, CCXP , Managing Director, Digital Experience Design, Cetera Financial Group (United States) With over 20 years of CX leadership, Benjamin has brought significant impact ...

CXPA Need to Know for the Week of December 9th

By Joy Wedge posted 4 days ago

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Voting Open: Meet the 2025 CXPA Board Slate After substantial consideration of highly qualified applicants the new slate of nominees is open for voting. Voting on the 2025 Board of Directors Slate remains open through end of day December 13. Your vote serves as an important piece of feedback on CXPA's strategic direction. CXPA members are encouraged to cast your vote today using the link provided. You can learn more about these candidates, those continuing service on the 2025 CXPA Board, the Nominating Committee and its work here . Vote today here 2025 CX Leaders Advance ...

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

By Jennifer Baker posted 4 days ago

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A Peek Inside the Board Nominating Process

By Roxie Strohmenger, CCXP posted 6 days ago

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One of the most rewarding, yet most difficult, tasks as CXPA Vice Chair is to serve on the CXPA Nominating Committee. The Nominating Committee reviews applications to develop a recommended slate of nominees for appointment to the Board. This is rewarding because it provides a direct opportunity to learn about the passion, dreams and talents in our community – but it is also difficult because of the limited available slots and myriad factors that must be considered. I am writing today to share a “peek behind the curtain” about that process and to welcome suggestions and feedback for how we might improve the process in future years. As context, CXPA uses ...

X (formerly Twitter) and the Decline of Biased Traditional Media: A New Era of Information and Public Trust

By Sahil Shetty posted 9 days ago

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The media landscape has experienced a significant transformation in recent years, with platforms like X (formerly Twitter) playing an increasingly prominent role in how people receive and interact with news. In contrast, many traditional media outlets have been criticized for promoting political bias, sensationalism, and divisive narratives, resulting in a sharp decline in trust and viewership. This paper explores how X has emerged as a platform that challenges the status quo by providing space for real-time reporting, citizen journalism, and diverse viewpoints, often promoting transparency and truth. By comparing these changes to the struggles faced by traditional ...

Business Intelligence Tools and Robotics: How They Work Together and What’s Next

By Sahil Shetty posted 9 days ago

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The combination of Business Intelligence (BI) tools and robotics is changing the way businesses operate. When these technologies work together, they can boost efficiency, automate tasks, and provide real-time insights that were once impossible. This paper looks at how BI and robotics can be integrated to drive better decision-making and streamline processes. We’ll also explore the challenges businesses face when trying to implement these technologies and look ahead to trends like artificial intelligence (AI), edge computing, and 5G connectivity, which will make these systems even more powerful. Through case studies and expert insights, we’ll see how this integration ...

Business Intelligence and Executive Customer Relations Complaints: A Deeper Look

By Sahil Shetty posted 9 days ago

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In today’s data-driven world, Business Intelligence (BI) tools are becoming essential for companies trying to understand their customers and improve service. But what happens when these tools fail to prevent issues from escalating into serious complaints? Executive Customer Relations (ECR) complaints, which involve high-level executives stepping in to resolve major customer issues, often highlight deeper organizational flaws. This paper explores how BI systems can help or hinder the management of ECR complaints, using real-world examples to show the impact of good and bad BI practices. It also offers actionable recommendations for businesses to get the most ...

CXPA Need to Know for the Week of December 2

By Joy Wedge posted 13 days ago

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Holiday Office Closure In honor of Thanksgiving holiday the CXPA offices will close at 2pm Wednesday, November 27 and reopen Monday, December 2. New CX Course Available: Making Personas and Journeys Data-Driven and Actionable Are you a CX professional ready to go beyond chasing pain points? Join JourneySpark for an Open House! JourneySpark is launching a new course, —“ Making Personas Data-Driven and Actionable ,” and is hosting a series of open house Zoom calls perfect for everyone—whether you’ve already completed the course or are curious to learn more before signing up. What You’ll Get: · ...

CX ‘godfather’ Bruce Temkin receives Lifetime Achievement Award

By CXPA Admin posted 14 days ago

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Industry legend Bruce Temkin flew into London to pick up the Lifetime Achievement Award at the International Customer Experience Awards (ICXAs). The black-tie ceremony took place at the Park Plaza London Riverbank, and was attended by over 250 leading CX and EX professionals from around the world. “Thank you so much for this award — it truly means a lot to me,” said Bruce Temkin. “Customer and employee experience is all about changing behaviors and shaping the culture of an organisation, which is no small feat. That’s why ceremonies like this are so important—they shine a light on the impact and ROI of exceptional work in these ...

Make CX Your Boardroom Priority

By Lauren Feehrer, CCXP posted 18 days ago

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This post first appeared on LinkedIn. What is your company’s most aggressive growth strategy? Perhaps you just thought about market expansion, product innovation, or digital transformation. But what if I told you that a customer experience (CX) strategy could be just as powerful—an engine that drives growth and strengthens customer loyalty and profitability in ways traditional strategies often miss? Last week, I met with a team of executives to discuss CX as a strategic growth driver. I’m always energized by these conversations—when a company is ready to look beyond just words and commit to customer centricity in a way that holds ...

My Gratitude to the CXPA Community Persists

By Mr. Greg Melia, CAE posted 18 days ago

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Next week Americans will gather to celebrate Thanksgiving, an annual day to feast and reflect on the blessings of the past year. I look forward to celebrating that day with family and friends – but first want to express my gratitude to you, the CXPA community for the accomplishments, support, and camaraderie of the past year. Here are a few of the highlights since last Thanksgiving: · A Global Steering Committee , chaired by Barbie Fink, CCXP , and including extensive international representation, began its six-month in-depth research late last November – an extensive listening process to understand CX community hopes, needs and expectations ...

CXPA Need to Know for the Week of November 25

By Joy Wedge posted 18 days ago

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Holiday Office Closure In honor of Thanksgiving holiday the CXPA offices will close at 2pm Wednesday, November 27 and reopen Monday, December 2. New CX Course Available: Making Personas and Journeys Data-Driven and Actionable Are you a CX professional ready to go beyond chasing pain points? Join JourneySpark for an Open House! JourneySpark is launching a new course, —“ Making Personas Data-Driven and Actionable ,” and is hosting a series of open house Zoom calls perfect for everyone—whether you’ve already completed the course or are curious to learn more before signing up. What You’ll Get: · ...

Measuring the Impact of CX--Three Takeaways from CXPA's Recent LinkedIn Live

By Gabe Smith, CCXP posted 25 days ago

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I recently hosted a LinkedIn Live session titled “Measuring the Impact of CX,” featuring two fantastic CX professionals, Ania Rodriguez, CEO of JourneyTrack, and Michelle Beeson, an executive consultant in CX and digital strategy. Our conversation surfaced several insights related to practical and strategic elements of CX measurement, and I wanted to share three of my key takeaways from our discussion. 1. The Power of Linking CX Metrics to Business Outcomes One of the recurring themes of our discussion was the importance of connecting CX metrics to real bu siness outcomes. Michelle made a great point on this, explaining how challenging it can ...

CXPA Need to Know for the Week of November 18th

By Joy Wedge posted 25 days ago

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New CX Course Available: Making Personas and Journeys Data-Driven and Actionable Are you a CX professional ready to go beyond chasing pain points? Join JourneySpark for an Open House! JourneySpark is launching a new course, —“ Making Personas Data-Driven and Actionable ,” and is hosting a series of open house Zoom calls perfect for everyone—whether you’ve already completed the course or are curious to learn more before signing up. What You’ll Get: · A sneak peek into the course content. · Live Q&A with course creators. · Insightful discussions with fellow participants. Reserve ...

The Digital CX Revolution: Leveraging AI and Emerging Technologies to Enhance Customer Engagement

By Sahil Shetty posted 30 days ago

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Abstract: The digital transformation of businesses has fundamentally reshaped customer experience (CX) strategies, with emerging technologies like artificial intelligence (AI), machine learning (ML), augmented reality (AR), and chatbots playing a pivotal role in enhancing customer satisfaction and engagement. This paper explores how these cutting-edge technologies are transforming CX across various industries, offering both new opportunities for innovation and challenges around integration, customer trust, and ethical concerns. Through case studies of global brands such as IKEA, H&M, and Starbucks, the paper demonstrates the real-world impact of these ...

Customer Experience and Politics: An Interdisciplinary Examination of Political Branding, Consumer Behavior, and Electoral Engagement

By Sahil Shetty posted 30 days ago

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Abstract: The use of customer experience (CX) strategies in political campaigns has emerged as a powerful force reshaping modern electoral politics. This research explores how political campaigns are adopting CX principles—typically associated with consumer marketing—to boost voter engagement, influence election results, and craft compelling political identities. By examining case studies from recent elections, drawing parallels with both political and corporate branding, and analyzing stock market reactions to political developments, this paper takes a unique, interdisciplinary approach to understanding the intersection of CX, politics, and the economy. ...

Establishing a Voice of the Customer Operating Model to Break Silos and Elevate Customer Experience (CX)

By Ms. Shruti Chopra, CCXP posted 11-08-2024

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Co-authors: Shruti Chopra and Lora Zlatanova The Importance of CX   Customer experience is the order of the day. Whether it’s Services, Marketing, Sales, or any other department, the unified goal is to provide customers with a seamless and exceptional experience. Different teams accomplish this in different ways , but a Voice of the Customer practice is a critical pillar and a maturity differentiator in every CX Strategy. As the Voice of the Customer (VOC) team for Hewlett Packard Enterprise Services, we’re at the heart of the mission to elevate the customer voice. Our responsibility is to gather customer ...

5 Key Findings from Walker and CXPA’s Latest Research

By Gabe Smith, CCXP posted 11-07-2024

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The Q2 2024 CX Leader Pulse, conducted by Walker in partnership with the Customer Experience Professionals Association (CXPA), highlights the latest trends and challenges in CX. Key Findings: CX Valuation and Integration Challenges : Although 68% of CX professionals agree that CX is a valued discipline, one-third struggle with organizational buy-in. The primary challenge remains data integration; nearly half of respondents cite difficulties consolidating data across channels, which hinders a cohesive view of the customer journey. Success with Solicited Feedback Channels : CX professionals report strong success wit h solicited feedback methods, ...