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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Align and educate your people around a digital-first, customer-centric approach Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic… change and disruption is an unwelcome but inevitable part of business. These days, external forces seem to be upending just about every corner of our lives in spectacular ways. When it comes to the workforce and how these changes affect our ways of working, the impact is nothing less than paradigm shifting: new hybrid-workplace environments; the integration of digital into every facet of work; the war for talent at every level of almost every organization; changing customer ...
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Deadline Approaching: 2022 Emerging Leader in CX Award Has your organization considered submitting a nomination for this award? "It's a great way to recognize top performers, affirm the work they are doing and build their loyalty to your organization.... and build visibility to your organization and the customer experience advances you've made," shared Danielle Wipperfurth, CCXP. Learn more about the Emerging Leader award in this short video . If you'd like to nominate someone (or yourself!) please review qualifications and complete this nomination form as a first step. Nominations will be accepted through July 1st. ...
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How are you measuring Customer Satisfaction? Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2 . And XM Institute reports the average Net Promoter Score is 15 . Yikes! Why are so many companies getting a C grade? As a Customer Experience Consultant, I see that CX teams are too often not inquisitive enough about their customers' thoughts and feelings. Instead, they lock into a single question, method, or point of view. Customer Satisfaction Leaders & Laggards Customer satisfaction leaders use multiple methods, ask many questions, ...
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CXPA Offices Closed for Juneteenth CXPA Offices are closed Monday, June 20th in honor of Juneteenth. Nominations Open for 2022 Emerging Leader in CX Award Has your organization considered submitting a nomination for this award? "It's a great way to recognize top performers, affirm the work they are doing and build their loyalty to your organization.... and build visibility to your organization and the customer experience advances you've made," shared Danielle Wipperfurth, CCXP. Learn more about the Emerging Leader award in this short video . If you'd like to nominate someone (or ...
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I woke up the other day to find that my computer had restarted itself overnight. I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of active hours,” as if a self-employed consultant has such things. Nevertheless, I’ve been assimilated and do expect to fall prey to how The Borg chooses to run my electronic life. Then again, if such a restart is so vital that it will happen when the computer wants, it seems a bit incongruous to even give me the option to wait at all. As a side note, when my Air Force computer wants to restart, it simply does ...I’ve ...
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Recently, CXPA opened nominations for its 2022 Emerging Leader Awards. Gabe Smith, CCXP, sat down with Danielle Wipperfurth, CCXP, to talk about the nature of the award, how to apply for it, and its benefits to winners . Apply today--or nominate a deserving emerging leader in your organization! The nomination deadline is July 1. Gabe Smith, CCXP: Hey everyone, I'm Gabe Smith CCXP. And I'm the Content Manager and Associate Director for the Customer Experience Professionals Association. Recently CXPA opened nominations for its second annual Emerging Leader awards. This is a very exciting, I've invited Danielle Wipperfurth, CCXP to join me today to talk ...
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Customer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups are the engine your organization relies upon for growth. Customers provide funds for salaries, budgets, and investors; employees provide what customers need; and partners deliver what employees and customers need. Cross-pollination in nature makes our oxygen and food possible. It enables growth. Cross-pollination in business inspires learning, diversity, harmony, and growth. (In this article, CX, EX & PX are used as abbreviations for the management of customer, employee, ...
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There is a lot of talk about leveraging AI for the Customer Experience (CX). This blog is intended to break down some of the key types of AI that can be used in contact centers for seamless customer experience interactions, and discuss some of the challenges and opportunities for the integration of AI. To frame the discussion, here are a few steps a CX leader or program can take to get started with a Voice AI Strategy: Establish Frictionless and Reliable Access to CX Agents utilizing a combination of; Self Service Omni Channel Access, Wake Word Activation Voice & Face Recognition & Authentication, and Speech-to-Text AI. Identify Current ...
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Recently Jim Ryan and I gave a talk to AAA leaders about customer-centered innovation… We included 5 discussion topics leaders at any level could use... with your board, your executive team, or your whole org. All are open-ended designed to help you stimulate dialogue, rather than get binary Y/N answers. 1 – How are our product choices customer-driven? Are our products designed “outside-in?” When we think about something we consider an innovation for our brand, was it born out of an opportunity to improve the customer experience? Remember: the best innovations come from learning our customers’ (or prospects’) perspective… Leverage the insights ...
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Nominations Open for 2022 Emerging Leader in CX Award Want to recognize an emerging CX leader? CXPA is accepting nominations for its 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. If you'd like to nominate someone (or yourself!) please review qualifications and complete this nomination form as a first step. Nominations will be accepted through July 1st. On the Move: May 2022 ...
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There is no doubt that employee experience (EX) and customer experience (CX) are inextricably linked. Without happy, trained, and supported employees, it is unlikely that customers will receive consistent levels of service that create and maintain a positive perception of an organization. One aspect of employee experience that may not receive sufficient attention is employee mental health. According to the American Psychological Association , the world is facing a mental health crisis. APA’s 2022 Stress in America poll found that nearly “two-thirds of adults (63%) said their life has been forever changed by the COVID-19 pandemic.” Other stressors include ...
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I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience. The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place. These metrics allow for way too much variation in interpretation, even in how they’re asked in the first place (i.e., what’s ‘satisfaction’ mean to you as a Customer, and how likely are you to recommend anything to anybody , regardless of your experience?). To recap, the concern was that (theoretically, although I’m sure it also happens in practice), a Customer may respond ‘0’ to either question—satisfaction ...
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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 its 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. If you'd like to nominate someone (or yourself!) please review qualifications and complete this nomination form as a first step. Nominations will be accepted through July 1st. Two-Minute Takeaway--Improving ...
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CXPA will celebrate the tenth annual CX Day on Tuesday, October 4, 2022. “CX Day is one of my favorite days of the year,” said Nancy Porte, CCXP, 2022 CXPA Chair. “It is an opportunity to celebrate the happy customers and positive outcomes that come from an organization united by a commitment to delivering great experiences.” This year’s theme is CX Drives Success . The theme spotlights how customer experience strategy powers better results for consumers, employees, organizations, and the world. Customer experience is the perception that customers have of an organization - one that is formed based on interactions across all touchpoints, people, and technology ...
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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 Rick Parrish , Vice President, Research Director, Forrester Jenny Neilsen , Customer Experience Lead, Dell Technologies Edward Lopez , CCXP, Head of Client Journey – Business Banking, Truist Alfred Binford , President – Customer Engagement, CSG Faisal Abalkhail , Senior Specialist – Customer Insight, Corporate Development, Al Rajhi Takaful Middle Row, L-R Kris Wauters , CCXP, Managing Director, GUNG-HO BV Michelle Batt , CCXP, Vice ...
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One of my great pleasures as a CXPA Board member this year is working with the ten new Regional Councils to help guide CXPA’s relevance and growth around the globe. I am so energized by the passion of these leaders and excited about the conversations. I am also honored to have been asked to lead a series of workshops to gather insight from members to help deepen CXPA’s understanding of each of our key audiences by region, their needs related to CX, how we might be able to serve those needs, and the business model for their CXPA involvement. This will help the Regional Councils, Network Leaders, and CXPA Board review, align, and deliver existing CXPA resources, ...
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CXPA Offices Closed for Memorial Day CXPA Headquarters will be closed in honor of Memorial Day on Friday, May 27th starting at 2pm ET and closed Monday, May 30th. New Report! Empathy in Action: The Value of Customer Empathy Now available! A recent study including the customer experience industry, with sponsor Alida who teamed up with Kerry Bodine to explore the important topic of empathy in business: ways to capture it, quantify it, and harness it to drive business value. The results revealed a significant disconnect. Download the full research report to learn more here . ...
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A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before , sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say about an experience. If I have an issue, I’ll usually directly contact the brand and give them some (hopefully, from my perspective at least, constructive) feedback on how they could do better. Why ding the numbers that they're likely punishing people for if it’s not necessary? If I have a negative experience with a brand that’s no reflection on the people who are trying their ...
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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 ...