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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Survey: The Business Case for Empathy in CX Alida, Bodine & Co., and the CXPA would like to learn more about your perspectives and experience with customer empathy in this  survey . If you choose to take this survey you can opt in to be entered into a drawing to win a copy of  Outside In: The Power of Putting Customers at the Center of Your Business  signed by Kerry Bodine. Thank you for sharing your views about this important topic. Please take survey here . Apply Now: Global Leadership Opportunities   The CXPA is seeking applicants to serve on CXPA's Board of Directors and Regional Leadership ...
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Do you remember the old commercial for Tombstone Pizza?  The tagline was, “What do you want your tombstone?”  (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead , and if you also share my obsession with Seinfeld , he played Lubeck the pastry appraiser in the episode “The Frogger” who told Peterman that he could get an Entenmann's—who do not have a castle in Windsor—in the display case at the end of the aisle.)  Dark humor aside, it made me wonder how we sometimes gear our VoC programs to hear what we want to hear, and as a result, back our Customers into a corner. Let’s take ...
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What's new in the exam for Certified Customer Experience Professional (CCXP)? Here are my personal thoughts about it, after reworking my prep course for much of this past year. The most obvious shift is the new Culture & Accountability category, which combines the former two categories, Customer-Centric Culture and Organizational Adoption and Accountability. This is a good thing in two ways: Culture is a group's way of thinking and doing. Adoption of customer experience performance is the degree to which a group's thinking is customer-centric. Accountability for customer experience performance is the degree to which a group's doing is customer-centric. ...
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When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company? Occasionally, you’ll run into a company that has developed its own survey software, but with so many good survey platforms available, that’s rare. Usually, you’re working directly with the software provider or with a customer survey company that licenses the software on your ...
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Apply Now: Global Leadership Opportunities   The CXPA is seeking applicants to serve on CXPA's Board of Directors and Regional Leadership Councils. The Board of Directors serves as the global governing body for CXPA.  Regional Leadership Councils, which are new in 2022, provide leadership and guidance to the operations of CXPA in their region, working in concert with the Board, staff and Network Leaders. Together, these bodies provide leadership and governance for CXPA's strategic directions and delivery of membership value throughout the globe. All CXPA members in good standing are encouraged to review details of these opportunities and to ...
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Last week, CXPA announced that nominations for its Board of Directors and newly-established Regional Leadership Councils are now open.  This week, we’re diving deeper into each opportunity. CXPA believes that, by including more voices and perspectives in the leadership of our association, we can better serve members wherever they are in the world. Think that you’d make a great member of the global Board of Directors or the Regional Leadership Council? We’ve made it easier to apply for one or both of these opportunities through a single form. Apply today . CXPA Board of Directors—seeking 4 new members Who Makes Up the Board? 18 professionally ...
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Did you miss any of the action on CX Day 2021? We've got you covered. To celebrate the global diversity of CX professionals, CXPA convened regional panels featuring CX professionals from around the world. Last week, CXPA published key quotes from panels in Africa, Asia, Canada, Brazil, and Oceania. Below, see key insights from CX pros from Europe, Latin America/Caribbean, the U.K., and the U.S. Europe featuring @Tabitha Dunn,CCXP , @Ms. Olga Guseva,CCXP , @Spiros Milonas,CCXP , @Jeff Sheehan , @Kathy Van de Laar,CCXP , @Gregorio Uglioni,CCXP Full Video   “Many of you are focused on learning great CX skills, ...
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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 on the move in September: Top Row, L-R: Francis Goh , CCXP, Digital Innovation Leader | Asean Cloud Innovation Centre at Amazon Web Services John Sabino , Chief Customer Experience Officer at VMware Jenny Amari , CCXP Manager – Cloud Collaboration Technical Assistance Center Readiness at Cisco Varsha Kanwar , PX Cloud Engagement, Insights & Innovation Global Lead at Cisco Ben Phillips , Head of Customer Experience Performance Centre at Fujitsu Bottom Row, L-R Vicki Whichard ...

Easier for whom?

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As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.  Many brands offer a markdown of some sort:  Flash your Common Access Card (CAC, the unnecessary obviously-has-to-be-an-acronym term we use to mean, “Military ID”) at checkout, and a lot of places knock 5, 10, or even 15 percent off the total for your purchases. Now, there are two major warehouse-type home improvement brands in the US.  Yes, those are the two I’m talking about.  Without calling either out by name, one of them in the past couple of years or so has moved their military discount program to a third-party organization.  In ...
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On CX Day, CXPA’s 2021 Board Chair Barbie Fink, CCXP, and 2022 Chair-Elect Nancy Porte, CCXP joined staff Gabe Smith, CCXP and CEO Greg Melia, CAE to discuss outcomes from its strategic planning sessions as well as the future directions of the association. Here are 3 key takeaways from that discussion: Nominations for Board of Directors and Regional Leadership Councils are Open “One of the conversations that I was really excited about was around adopting a new regionally focused approach to help CXPA share leadership, and better adapt CXPA to members across the globe,” says Fink. The CXPA is seeking applicants to serve on not just its Board of Directors, ...
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Update: Certified Customer Experience Professional  We are excited to share we have made recent updates and changes to the Certified Customer Experience Professional certification program. Like other professional certifications, the content of the CCXP program is based on an industry-wide job task analysis and is updated periodically to ensure that the content is both relevant and current. We have made recent updates to the CCXP Exam Blueprint, CCXP Exam, and Eligibility Requirements. Additionally, the exam will begin to be offered in French at a later date this year. Also, the CXPA Job Board now has the ability for jobs to be posted and ...
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Did you miss any of the action on CX Day 2021? We've got you covered. To celebrate the global diversity of CX professionals, CXPA convened 10 regional panels featuring CX professionals from Asia, Africa, Brazil, Canada, Europe, Latin America/Caribbean, the Middle East, Oceania, the U.K., and the U.S. Here are 5 insights from the first 5 panels—look for more next week! Africa featuring @Julia Ahlfeldt,CCXP , @Mrs. Rebekah Kabugo-Mugisha , @Nnenna Okeke,CCXP , @Ms. Diana Othieno , @Mr. Adinor Puplampu @Mosun Shasore,CCXP Full Video “We're in an era that is that is becoming more and more virtual, customers are becoming ...
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If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets.  Perhaps you’ve got a niche in a particular type of widget or a certain feature.  Likewise, if you’re a service provider and you have perfected a certain sort of experience in delivering that service to your market, you’re likely in a very comfortable position because when people want not just the service you provide, but want it in the way you provide it specifically, they know you’re the one to deliver.  In either instance, however commoditized your product or service has become, you’ve differentiated yourself (and so have become very competent ...
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CX Day Downloadable Resources Are you ready to celebrate on Tuesday, October 5th? Use our downloadable resources to engage in CX Day celebrations. CX Day graphics or videos can be included in an email, slideshow presentation or social media post. See new video resources available in a variety of languages to help you share CX definitions with your team, CX colleagues and friends. Se Downloadable Resources here . Celebrating 2021 Impact Awards Finalists We are excited to announce 21 customer experience (CX) professionals as finalists for the annual CX Impact Awards. The CX Impact Awards recognize ...
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Customer experience teamwork is like a musical instrument. An out-of-tune piano or violin may be a vibrant memory of a poor user experience you've had. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience.  CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 1  They’re all parts of a whole. Business results show strong correlation with your coordination of customer experience management methods. 2 Likewise, companies that foster communication or centralized oversight among managers of different types of customer ...
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Wondering what CXPA has in store to help celebrate CX Day on October 5th? CXPA's CEO Greg Melia, CAE, Marketing & Sponsorship Manager Joy Wedge, and Content Manager & Associate Director Gabe Smith, CCXP went live this week to discuss plans for the day. Highlights include: 10 regional panels --CXPA has convened over 50 CX professionals from around the world to contribute to 10 unique panel discussions focusing on CX successes in Africa, Asia, Australia, Brazil, Canada, Europe, Latin America/Caribbean, the Middle East, the U.K., and the U.S. To see the full calendar of events and to register for an event in your region, visit cxday.org Celebrating ...
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CX Day Regional CX Panels  On CX Day, Tuesday, October 5th, we are excited to talk with CX leaders in 10 different regions throughout the globe. We will explore successes of CX pros achieved in various regions and what they  are excited about in the year ahead. Kick off CX Day 2021 with CXPA's Gabe Smith, CCXP, and amazing CX leaders from Africa, Asia, Australia and Oceania, Brazil, Canada, Europe, Latin America, the Middle East, the U.K., and the U.S.. Learn more and register at cxday.org .  Celebrating 2021 Impact Awards Finalists We are excited to announce 21 customer experience (CX) professionals as ...
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This press release appears at https://www.prweb.com/releases/2021_cx_impact_awards_finalists_announced_winners_revealed_during_global_cx_day_celebration/prweb18212650.htm The Customer Experience Professionals Association ( CXPA ) announces 21 customer experience (CX) professionals as finalists for the annual CX Impact Awards. The CX Impact Awards recognize the impact individuals play in advancing customer experience in three categories: advancing overall customer experience in their organization; improving diversity, equity, and inclusion outcomes in their organization; and advancing the CX profession. The winners of these esteemed awards will ...
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Nothing is 100%.  Things fail, products break, even very important services go dark from time to time.  A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me. With this understood and its obvious importance, then, why is Customer Support so often the place where CX takes the hardest hit?  Surely some Customers are emotional or freaking out when something doesn’t go right.  But for the most part, people understand that accidents happen and we live in an imperfect world.  As upset as a Customer may be, when they call in needing support, they’re likely entering with ...
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Is human connection a pillar of your brand? Are your people central to your company's core values? If so, your customer service should be staffed by employees who know how to add a human touch. Otherwise, your customer service will undermine your message and leave customers feeling you’re conflicted and out of sync. What it Means to Have a Human Touch But what exactly does the human touch mean? In his new book Futureproof: 9 Rules for Humans in the Age of Automation , New York Times columnist Kevin Roose provides lots of clues. His goal is to pinpoint those attributes that separate our intelligence from AI and, in doing so, show how we can ensure ...