CXPA Member Blog

CXPA Need to Know for the Week of November 28

By Joy Wedge posted 6 days ago

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Holiday Office Closure CXPA Headquarters are closed in honor of the Thanksgiving Holiday from Wednesday, November 23, 2022 at 2pm ET thru Friday, November 25, 2022. CX Technology Partner Highlight: Verint Industry Study: The Total Economic Impact™ of Verint Experience Management Verint Experience Management (XM) solutions have been enhancing customer experiences and saving money for some of the world’s most iconic brands for decades now. Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 219% ROI over three ...

How CX is like HR

By Nicholas Zeisler CCXP posted 7 days ago

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I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion . Let me pull on that thread (picking on HR this time around, but it’s probably applicable for other examples as well). My argument goes, that HR doesn’t have to defend its own existence. Sure, it has a budget (sorry, we can’t afford to send the whole team to that career fair in the ...

Turning indifferent customers into loyal fans - FREE CX ROADMAP eBook

By Mark Slatin CCXP posted 7 days ago

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Want to turn customers into loyal fans? Get the FREE ebook! The 5 steps outlined in the CX ROADMAP eBook walk you through a straightforward path to earning loyal fans: ▪Assess the current state ▪Define your CX mission ▪Identify the gaps ▪Prioritize projects ▪Build your CX Roadmap Why is a CX ROADMAP eBook important right now? Overall customer satisfaction, tracked by the American Customer Satisfaction Index (ACSI®), fell in nine of the past 10 quarters. It now sits at its lowest level in 15 years (73.6 out of 100). When satisfaction drops customers who were: 😑 Loyal become indifferent 🙁 Indifferent become detractors 😠 Detractors ...

CEOs: Are you doing the wrong thing?

By Greg Melia CAE posted 11 days ago

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This post was originally published on LinkedIn and can be found here . Recently I attended a middle school assembly at which my daughter was recognized for academic achievement. I was seated with other proud parents at the back of the auditorium while the students were seated up front, celebrating together - at times, a bit too enthusiastically for the faculty leading the program. "Eighth graders", one teacher sternly rebuked, "if you are speaking rather than listening right now, you are doing the wrong thing." I admired the directness and clarity of the message - and jotted it down as a reminder for my own future messaging. Today, the message on my ...

CXPA Need to Know for the Week of November 21

By Joy Wedge posted 11 days ago

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Holiday Office Closure CXPA Headquarters are closed in honor of the Thanksgiving Holiday from Wednesday, November 23, 2022 at 2pm ET thru Friday, November 25, 2022. 2- Minute Take Away Live with CXPA and Glassbox: Where Mobile App Experience Goes Wrong - and How to Fix It See the full LinkedIn Live here . Industry Study: The Total Economic Impact™ of Verint Experience Management Verint Experience Management (XM) solutions have been enhancing customer experiences and saving money for some of the world’s most iconic brands for decades now. Based on customer interviews and proprietary ...

How Maersk Focuses on People in B2B Customer Experience

By Lynn Hunsaker CCXP posted 15 days ago

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“Businesses are made up of people, and people have emotions.” This focus on people has guided the customer experience strategy of industrial freight provider Maersk Line and many other business-to-business companies. Rene Bomholt, former head of customer experience at Maersk Line, shared the following stories for the 3rd Annual ClearAction Business-to-Business Customer Experience Management Best Practices Study. Customer Trust With 50-some country organizations around the world, everyone on the front line at Maersk was working to please customers according to their own interpretation, but not really with a common goal of how to do it. A session was held with ...

CXPA Need to Know for the Week of November 14

By Joy Wedge posted 19 days ago

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2- Minute Take Away Live with CXPA and Glassbox: Where Mobile App Experience Goes Wrong - and How to Fix It See the full LinkedIn Live here . Industry Study: The Total Economic Impact™ of Verint Experience Management Verint Experience Management (XM) solutions have been enhancing customer experiences and saving money for some of the world’s most iconic brands for decades now. Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 219% ROI over three years of incorporating Verint XM solutions into their operations. Download the full ...

Two problems with your KPIs

By Nicholas Zeisler CCXP posted 20 days ago

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Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better way to do things, I’d not have invented a new top-level CX metric of my own (the Brand Alignment Score ). Sure, it’s easy to beat up on “the way we’ve always done it” and call it a day, congratulating oneself on being so much better than the rest. But it’s also important to understand the limitations not only of our own cleverness, but the principles underpinning ...

CXPA Need to Know for the Week of November 7

By Joy Wedge posted 25 days ago

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Catch the Replay: Understanding the Journey of the 1st Year CX Leader Industry Study: The Total Economic Impact™ of Verint Experience Management Verint Experience Management (XM) solutions have been enhancing customer experiences and saving money for some of the world’s most iconic brands for decades now. Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 219% ROI over three years of incorporating Verint XM solutions into their operations. Download the full study to build a business case for the Total Economic Impact Verint XM solutions ...

On the Move--Celebrating Your Career Successes in October 2022

By Jennifer Baker posted 25 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 Sigrid Van Duffel , Customer Experience Director, SD Worx Craig Goddard, Senior Director, Global Head of CX Advisory for Consumer Industries, SAP Customer Experience Christopher Stark , Sr. Director, Customer Insights and Experience, TransUnion Ozgur Ozkan , Customer Experience and Relationship Model Management Director, Garanti BBVA Julie Ryan, CCXP, Director, Patient Engagement & Customer Solutions, The Janssen Pharmaceutical Companies of Johnson ...

CXPA Need to Know for the Week of October 31

By Joy Wedge posted 10-27-2022

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Industry Study: The Total Economic Impact™ of Verint Experience Management Verint Experience Management (XM) solutions have been enhancing customer experiences and saving money for some of the world’s most iconic brands for decades now. Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 219% ROI over three years of incorporating Verint XM solutions into their operations. Download the full study to build a business case for the Total Economic Impact Verint XM solutions could have on your organization. Download now . Last Chance: 2023 CXPA Leadership Opportunities ...

Customer Experience Skills Assessment

By Lynn Hunsaker CCXP posted 10-25-2022

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To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. This led to substantial gains in trust, lifetime value, and ongoing growth. What’s the ...

October is Global Diversity Awareness Month

By Adrienne Bryant, CAE posted 10-20-2022

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October is Global Diversity Awareness Month Photo by Brittani Burns on Unsplash When 2022 Diversity Advancement Committee Chair, Steven J. Ramirez found out that October is Global Diversity Awareness Month (h/t to @Alex Russell-Rutherford CCXP ), he knew this was a great opportunity to showcase committee members and their diverse perspectives as a way of sharing why this month is important, globally. Taking our lead from the National Events Council , we posed many of the same questions to our committee members and asked them to share their thoughts. What do you believe people are not seeing when ...

Member Planning Input Survey: What We Heard

By Nancy Porte CCXP posted 10-20-2022

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CXPA is committed to being an association driven by member needs. Recently we conducted a member survey to inform CXPA planning by better understanding your biggest needs, interest in ideas under consideration, and your advice to the Board of Directors as we enter the planning season. Thank you to the 379 members who completed the survey! As we enter planning, I want to share some of the key insights from the survey, let you know about our planning next steps, and make sure you are aware that we are accepting applications for the Board of Directors and other volunteer opportunities . (login required to view and apply) About the respondents Half ...

CXPA Need to Know for the Week of October 24

By Joy Wedge posted 10-20-2022

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LinkedIn Live Replay: Unlocking the Voice of the Silent Customer Now Open: 2023 CXPA Leadership Opportunities The CXPA is seeking applicants to serve in CXPA Leadership. This includes CXPA's Board of Directors, Regional Leadership Councils, CCXP Advisory Council, CCXP Item-Writing Committee, CCXP Application Review Committee, Life As A CCXP Sub-Committee, Diversity, Equity, and Inclusion Advancement Committee, CX Day 2023 Planning Committee, and Network Leadership. You can learn more about these opportunities at this link . Application Deadline is Midnight (US Eastern Time) Friday, October 28. ...

How We Did It: A Peek at CXPA's Nine New Customer Experience Publications

By Greg Melia CAE posted 10-20-2022

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On October 4, 2022, the Customer Experience Professionals Association (CXPA) officially published nine books as part of its CX Day celebrations. This article shares how these publications came about, the process by which they were developed, and an overview of the books. The CXPA CX Book of Knowledge The idea for The CXPA CX Book of Knowledge originated from an online post in the CXPA member community asking for advice on driving customer-centricity in an organization. Inspired by her appreciation for the Project Management Institute's A Guide to the Project Management Body of Knowledge , CXPA member Heather Gillbanks, CCXP responded, asking ...

CCXP Exam Joys, Struggles & Rewards

By Lynn Hunsaker CCXP posted 10-13-2022

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CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. It’s equally applicable to Employee Experience and Partner Experience management. When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design ...

CXPA Need to Know for the Week of October 17

By Joy Wedge posted 10-12-2022

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2022 CX Day Global Celebration Live Replay CXPA Honors 2022 CX Leaders CXPA Congratulates all the 2022 Award Winners for Impact Awards, Emerging Leader Awards and Innovation Awards, see the winners here . Congratulations to 2022 CX Impact Awards winner for the Impact on CX in an Organization; Gloria Gupta – Director, AMA Unified Service Center and Customer Experience Transformation, American Medical Association (USA). Congratulations to 2022 CX Impact Awards winner for the Impact on the CX Profession; Mohamed Latib – Founder, CEO, CX University (USA). Congratulations to the global winner of ...

On the Move--Celebrating Your Career Successes in September 2022

By Jennifer Baker posted 10-11-2022

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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 Jenny Amari, CCXP , Customer Delivery Leader, Cisco Tabitha Dunn, CCXP, Head of Global Customer Experience, Hitachi Elif Baydar Aygun , Customer Experience and Market Research Manager, Enerjisa Geoff Reabold , Sr Manager, Customer Success, Henry Schein Omran Siddig , Experience Strategy & PMO Team Leader, Zain Sudan Second Row, L-R Suzie Dieth, CCXP , Senior Director, Customer Experience, NRG Energy Monika Urbaniak , Head ...

A moment of truth for entrepreneurs

By Nicholas Zeisler CCXP posted 10-11-2022

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I recently wrote about how some brands don’t really listen to their Customers when they develop new functions, features, and even new products, and how frustrating that can be. That’s often because a brand feels so comfortable and strong that they don’t really need to listen. “We know what our Customers want, we’ve been doing this for years,” they seem to be saying. A lot of the work I do is with entrepreneurs, getting started with CX, and inculcating their new organizations with a truly Customer-centric culture and organization. I was discussing this dynamic with one of my start-up friends recently and it brought up a trend with early-stage organizations ...