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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CXPA Opens Nominations for 2022 Emerging Leader in CX Award Want to recognize an emerging CX leader? CXPA is accepting nominations for it's 2nd annual Emerging Leader in CX Award. This award exists to recognize and support the up-and-coming individuals who are creating better customer experiences for their organizations through new and innovative approaches, methods and design thinking processes. An ‘emerging leader’ is defined as an individual who is new to CX, desires a career in the field and is growing skills in the profession. Individuals nominated for this award are practitioners in any organization, including providers, as ...
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According to McKinsey & Company, consumer companies score 65% to 85% on customer satisfaction. But the average score for B2B companies is under 50%. That’s a big divide. One reason B2B companies are underperforming is they often copy their B2B customer satisfaction survey questions from consumer-facing companies. Using the wrong survey design is guaranteed to give you low response, faulty data, blurry insights, and vague next steps. Let’s get that fixed. First, I’ll touch on the five main differences between business and consumer CX. Then I’ll give you a few best practices for designing your B2B customer satisfaction survey questions for better ...
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CXPA is shocked and saddened by the horrific mass shooting motivated by racial hate on Saturday, May 14 in Buffalo, New York. CXPA extends our deepest condolences to the Buffalo community, families, and friends of those injured and killed by this hateful act. While details are still emerging, it is known that the shooter viewed himself as a White supremacist and undertook his attack intentionally due to his hatred toward Black people. CXPA believes that diversity strengthens organizations, communities, and the world as an organization. We hold “Connected: Strength in Diversity” as one of our three core values. Led by our Board and Diversity Advancement Committee, ...
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In my own experience as a VoC manager, the company-wide engagement my team facilitated was instrumental in keeping our largest (and highly influential) customer from defecting, even though this customer’s CEO stated his intention to switch suppliers. We influenced dozens of teams each year to follow through on their CX improvement action plans. And we inspired dozens more to strive for issue recurrence prevention and issue occurrence prevention, and to help the rest of the company borrow lessons learned through our highly visible team recognition program. Our company’s teams saved customers massive time and costs, and in turn, we saved ourselves substantial ...
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"What's the business value of empathy?" The search for the answer to this question was at the heart of a recent research collaboration among CXPA, Alida, and Kerry Bodine. A quick Google search for the phrase "empathy in CX," reveals 605,000 results, most of which advance popular truisms that empathy for customers is a critical part of a modern CX program. Yet what does empathy look like in practice? How can CX professionals convince their colleagues that, by incorporating empathetic practices into all areas of their business, it will yield better outcomes? After a survey of CX professionals from around the world, a clearer picture has emerged in the ...
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CXPA Supports Higher Education Research Are you curious about how to effectively collect responses to customer feedback surveys? Professors at UCLA Anderson School of Management conducted a large-scale A/B test with a Fortune 500 tech company to investigate this question. They varied the messaging in the email subject lines of survey invitations. Now they want to see if customer experience experts like you can predict the findings of the A/B test. Thank you in advance for your participation! Complete the 2-minute poll here . New Report! Empathy in Action: The Value ...
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Great CX results require a strong CX team. If you are looking for self-motivated job applicants that understand customer experience, be sure to include “CCXP preferred” in your next CX job posting. More than four letters after a name, CCXP represents community consensus that the individual has the experience and knowledge to lead or significantly contribute to your organization’s customer experience leadership. CCXP stands for “Certified Customer Experience Professional.” It is granted by the Customer Experience Professionals Association , an independent nonprofit established in 2011. The CCXP has been designed and developed specifically to identify ...
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One hallmark of a profession is a body of knowledge supported by high-quality independent education, including academic programs. CXPA has identified more than 70 colleges and universities that offer at least some customer experience coursework, including offerings from CXPA Recognized Training Providers SEDA Executive Education and CX University . This week, CXPA celebrates Michigan State University ’s announcement of a master’s degree in Customer Experience Management. Incorporating thirty credit hours designed to be earned over twenty months, the extensive program indicates the depth and rigor of the knowledge one needs to master to effectively ...
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CXPA Supports Higher Education Research Are you curious about how to effectively collect responses to customer feedback surveys? Professors at UCLA Anderson School of Management conducted a large-scale A/B test with a Fortune 500 tech company to investigate this question. They varied the messaging in the email subject lines of survey invitations. Now they want to see if customer experience experts like you can predict the findings of the A/B test. Thank you in advance for your participation! Complete the 2-minute poll here . New! Topic Guide - CX in Australia and ...
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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: Top Row, L-R Patty Soltis , CCXP, Principal Analyst – Customer Experience, Insider Intelligence Stephanie Le Rouzic , CCXP, Customer Experience Senior Manager / Directrice principale Expérience client, KPMG Akisia Grigsby , Engagement Director, McCann Health New Jersey Kendra Souffrant Thomas , VoC Lead Analyst, Coinbase Zoe Kasper , AVP, Employee Experience, Lincoln Financial Group Middle Row, L-R Nicolette Boss , User Experience Manager, HPE Greenlake ...
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There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting....i.e., their place at the table. The symbolic meaning of this is to emphasize that the decisions that are made at that level of responsibility should include a level of deference to what the Customers might want or may think about what’s going on in there. It’s a little melodramatic (perhaps overwrought), and may not ...
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CXPA Celebrates our 11th Birthday The CXPA was established on April 27, 2011 by founders Bruce Temkin and Jeanne Bliss. We strive to continue to be an advocate and trusted voice for the customer experience field. Learn about the history of our organization and check out the highlights of new developments and offerings from CXPA. Thank you to the global CX community, our members, volunteers and CX rockstars for your continued support. See the global celebration here New! Topic Guide - CX in Australia and Oceania Thank you to CXPA Member Rebecca Wilson, CCXP for helping curate resources ...
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In baseball, every player is essential to winning a game. Poor performance in any team role can reverse previous gains in a game. This is true in customer experience (CX), employee experience (EX), and partner experience (PX). Poor performance in any role within a company can reverse previous gains in your brand's reputation, attractiveness, retention, profitability, and growth. Do you remember the movie, Moneyball? It's the true story about how the Oakland A's baseball team discovered a predictable method to win games by optimizing players. It revealed outdated (medieval), subjective thinking that was prevalent in baseball management. What we can borrow ...
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Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a company goes down is this. First, a company buys a license to a platform like Qualtrics, Medallia, or SurveyMonkey. They Google to find examples of survey questions. And they brainstorm questions with their colleagues. Then they combine the questions with the platform and release their survey into the world. Most of these surveys are poor and companies don’t know how to improve their survey results. As Quality Guru W. Edward Deming said, “if you do not know how to ask the right question, ...
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On Tuesday, I participated in the CX Forums Atlanta Experience Summit, my first in-person CX program in a long while. And it was worth it – a strong return on investment of time and attention to rekindle CX community connections, develop new relationships, and hear real stories and solutions from passionate CX leaders. The size of the audience, ample spacing in the venue, and thoughtful safety options provided also helped me feel well assured. CXPA is proud to partner with CX Forums to help make these limited attendance local programs available, and I am detailing my experience in Atlanta so that you can consider participating in a future CX Forums program ...
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Stress Awareness Month: CX Professionals - Be Sure to Take Care of Yourselves April is Stress Awareness month and as many reflect on the past two years, world events have weighed heavy on us all – and CX professionals are no exception. In fact, the commitment to empathy inherent in CX may be challenging to your mental well-being. It is more important than ever that we look after our mental health and that of our teams and families. Our CEO, Greg Melia, CAE recently shared an article as a reminder to CX professionals to take care. Read full article here . Photo Credit: "Sunrise" by Greg's Daughter Marguerite ...
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As a CX professional, whilst driving the efforts, aligning the silos, and creating partnerships, engaging our employees through recognition is pivotal for the employee, brand, and customer experience. A simple "Thank you" goes a long way in recognizing our teams who work diligently to delight our customers. The current pandemic environment is challenging for both our employees and customers and bringing that empathy and care through recognition and celebration can do wonders in lifting spirits and inspiring hope. It comes from a place of gratitude, towards the team and customers. A best practice is to make it personalized in some way-each team member's love ...
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Radically boost brand relevance while improving experience for your customers According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs. No surprise, is it? After all, the better a brand understands you and your expectations—and shows that they do so by their interactions with you—the more relevant that brand is to you. In other words, some level of personalization must be “business as usual” for a brand to survive (much less thrive) in today’s business environment. As important as personalization is, many traditional ...
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Author's note: The below essay was published by CXPA member Edwin Best in a whitepaper that featured a series of reflections by CX professionals around the globe focused on the steps they've taken in their career journey. You can download the full whitepaper here . My journey into CX began in 2007, though I didn’t know it at the time. As a straight-out-of-college customer service agent at the American Cancer Society, I took pride in my day-to-day work, but was challenged by my lack of authority and influence to solve root-cause issues affecting customers and donors. As part of my responsibility within the contact center, I had the opportunity to partner ...
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New! CXPA Topic Guide Building a Customer-Centric Culture Building a customer-centric culture is a key success criterion in driving change across organizations. It is commonly said that "culture is what employees do at the workplace when nobody is watching." Employees, as the most important resource for organizations, have a major role in adopting and executing the various operations needed to build a customer- centric culture for the company. Read more here . Wondering Which Benefits You've Unlocked as a CXPA Member? Are you wondering which benefits you’ve unlocked as a CXPA member--or considering ...