CXPA Member Blog

Make the Most Out of CX Day 2023 With This Day-Planner

By CXPA Admin posted 2 days ago

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CX Day 2023 will begin as the sun rises around the world on Tuesday, October 3. This will be the eleventh year celebrating the impact customer experience is making for customers, employees, and organization across the globe. This year’s theme is “Good CX delivers better outcomes for customers, employees, and organizations.” We invite you to help make CX Day 2023 a smashing success. Here’s a handy day-planner to help you make the most out of this special day: CX Day: Plan Your Day Plan to attend CX Day Events Join the extravaganza on ...

CXPA Need to Know for the Week of October 2nd

By Joy Wedge posted 2 days ago

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Live with CXPA: CX Day Celebration Join the global CX Day Party with CXPA on LinkedIn Live 10/3 at 12ET! We're rolling out the red carpet for all CX superstars to join our spectacular CX Day livestream , and we can’t wait to see you there! Here's a sneak peek of the highlights: • Impact Awards Unveiling: Join us as we reveal the extraordinary recipients of the CXPA Impact Award. • Emerging Leader Recognition: It's time to applaud the rising stars of CX! We're shining a spotlight on the outstanding winners shaping our profession's future. • Collaboration Award Premiere: Celebrate the inaugural Collaboration Award winners and the magic ...

It's really just BPI

By Nicholas Zeisler, CCXP posted 3 days ago

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If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently ), you’re simply throwing your money away with surveys, interviews, and the like. In fact, as I’ve also mentioned , the largest part of your CX program—the part that should receive the most attention, the most effort, the most resources, time, and energy—should be your Process Engineering efforts. It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources ...

6 Steps to CX + EX

By Lynn Hunsaker, CCXP posted 4 days ago

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Everyone believes employee experience (EX) and customer experience (CX) are symbiotic: one affects the other continually. Hmmm . . . Is this how your CEO has setup CXM and the senior leadership team? Does EX=CX include non-customer-facing employees? Do CX roles actually manage this? Does the Chief Customer Officer coordinate employee experience with customer experience? Does your Chief Human Resources Officer coordinate customer experience with employee experience? If not, why not? What does it mean for your Chief Customer Officer leadership playbook? And to investors? “ All executives understand the power of investing in people , according ...

CXPA Need to Know for the Week of September 25th

By Joy Wedge posted 9 days ago

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CXPA Sponsor Spotlight: Medallia Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs. See the whole picture and act with confidence with Medallia. Watch Now CXPA Announces 2023 Awards Finalists CXPA is thrilled to introduce the finalists for the 2023 CXPA Awards. We look forward to celebrating their remarkable commitment to enhancing customer experience on CX Day, October ...

CX is NOT a Program

By Lynn Hunsaker, CCXP posted 9 days ago

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For your Customer Experience (CX) programs and Employee Experience (EX) programs , take a page from these playbooks: Data Processing and Personnel Administration programs of the 1960s are IS&T and HR functions today. As programs , these areas of your company were siloed, managing something specific on their own. As functions , they are indispensable to everyone 's operational capabilities. As functions , they require every employee to responsibly manage data, devices, people, and interactions. As functions , they enable efficiencies, scalability, strategic advantages, and brand ...

2023 CXPA Awards Finalists Announced – Winners Revealed during Global CX Day Celebration

By Jennifer Baker posted 10 days ago

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After careful consideration and evaluation, CXPA is thrilled to introduce the finalists for the 2023 CXPA Awards. We look forward to celebrating their remarkable commitment to enhancing customer experience on CX Day, October 3. We invite you to be a part of this exciting moment by joining our special broadcast on LinkedIn Live on October 3 at 12:00 pm EDT where we will reveal the award recipients. It's a celebration you won't want to miss! The Finalists Our panel of judges had the task of selecting finalists from a remarkable array of nominees. We are proud to introduce the exceptional individuals who represent the very best in CX, embodying ...

CX lessons from The Bear (episode 7: Forks)

By Ms. Sarah Andrews, CCXP posted 12 days ago

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Any other customer experience (CX) professionals struggle to find (yet) another example to describe to their family what CX is? Fear not! I found a great example while watching 🐻 The Bear (Hulu) season 2, episode 7: Forks. 🍴 In the episode, Richie gets to be an apprentice in one of Chicago’s finest restaurants, Ever ( https://lnkd.in/g6QRQ2yV ). He gets an opportunity to work in the kitchen & shadow the host – learning firsthand how Ever received three Michelin stars & has a waitlist of 5,000 hopeful diners. Here are some of the CX strategies Richie learns: 📢 Strong communication: the servers pass inconspicuous notes to the ...

The Untold Benefits of Customer Journey Mapping: What Your CEO Needs to Know

By Chantel Botha, CCXP posted 12 days ago

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Ah, your CEO dropped the Customer Journey Mapping bomb on you. Perhaps they attended a cutting-edge business conference or heard whispers that your competitors are sailing ahead with this mystical map. They're counting on you to pull a rabbit out of the hat—reduce complaints, snatch the "Top Brand" award, and yes, let's trim those costs while we're at it. Sounds daunting? Breathe. You’ve got this. Let’s set one thing straight: Customer Journey Mapping is not a finish line; it’s the turbo-charged engine driving you towards radical transformation. In our recent CX Mastery meetup, I spilled the beans on the less-talked-about perks of this transformative ...

Unleashing the Power of Experience Management with Bruce Temkin

By Gregorio Uglioni, CCXP posted 15 days ago

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Introduction It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce’s vast experience and insights into customer experience, transformation, and leadership are truly inspiring. Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, “Experience matters, because people matter,” is a testament to his ...

CXPA Need to Know for the Week of September 18th

By Joy Wedge posted 16 days ago

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CXPA Sponsor Spotlight: Medallia Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs. See the whole picture and act with confidence with Medallia. Watch Now Record a CX Day Video In a world where connections have taken on new meaning, our desire to go beyond the confines of our screens has grown stronger. The Global Good Morning videos are all about capturing the vibrant energy ...

Maybe just stop doing VoC?

By Nicholas Zeisler, CCXP posted 18 days ago

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I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend inordinate gobs of money and time and resources developing over-the-top tremendously complicated VoC programs. I’m not just talking about surveys. I’m talking AI and “sentiment analysis” and social media scraping and all that. So excited, or desperate, or whatever, are they to discern what their Customers think about their brand, they pour ...

Grateful Dead CX Principles

By Ms. Sarah Andrews, CCXP posted 19 days ago

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As a kid, music unceasingly filled our home. My brothers & I were blessed with parents who understood the impact of music – we listened to every genre & they taught us “Behind the Music” well before VH1 existed. One band that got more airtime than any other was The Grateful Dead. The Grateful Dead mastered the key principles of an exceptional customer experience (CX) which resulted in their enormous fan base: the Deadheads. They built the CX playbook from which other artists continue to replicate (e.g. The Bey Hive, Swifties, Little Monsters, etc). How many of the following Grateful Dead CX principles is your organization implementing? Building ...

CXPA Need to Know for the Week of September 11th

By Joy Wedge posted 23 days ago

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CXPA Sponsor Spotlight: Medallia Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs. See the whole picture and act with confidence with Medallia. Watch Now Record a CX Day Video In a world where connections have taken on new meaning, our desire to go beyond the confines of our screens has grown stronger. The Global Good Morning videos are all about capturing the vibrant energy ...

On the Move--Celebrating Your Career Successes in August 2023

By Jennifer Baker posted 23 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 Tami Barré , Chief Experience Officer, Farm Journal Anamika Ghosh , Senior Technical Adoption Manager APAC, VMware Louise Lam , Senior Customer Success Executive, Elastic Darwin Muljono , Experience Designer, Autodesk Khayyam Lasi , Customer Journey Manager, Autodesk Second Row, L-R Patty Soltis, CCXP , Senior Customer Experience Manager, Upwork ...

CX Day: Learn, Engage, Honor

By Lynn Hunsaker, CCXP posted 23 days ago

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CX Day is a wonderful opportunity to maximize value. Like a kaleidoscope, "value" is a word that takes on several gratifying interpretations when you shift the lens. Maximize your CX Day value by preparing well in advance to (1) learn, (2) engage, and (3) honor. 1) Maximize CX Day Value: Learn from Peers Every September I frequently check the CX Day web page to mark my calendar for as many online and local events as possible. One year I attended 13 events: the #CXchat, live video panel discussions with CX enthusiasts across the globe, case study webinars, live-streamed company celebrations, local networking events and talk shows. Get inspiration ...

CXPA Need to Know for the Week of September 4th

By Joy Wedge posted 30 days ago

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CXPA Headquarters Office Closing In recognition of Labor Day, CXPA Headquarters will be closed Friday September 1 at 2pm ET and on Monday September 4, 2023. CXPA Sponsor Spotlight: Medallia Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs. See the whole picture and act with confidence with Medallia. Watch Now Unleashing the Power of CX Prioritization: ...

Record Your CX Day Greeting and Be a Part of Our Global Celebration

By Nicole DuMont posted 30 days ago

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Greetings to our amazing global community of CX enthusiasts! As we gear up for CX Day, we're thrilled to share a special opportunity with you, brought to you by CXPA's very own Content Manager, Gabe Smith, CCXP. We're working on an incredible video that will shine a spotlight on the exceptional work of global CX practitioners – and we'd be honored to have your voice included. In a world where connections have taken on new meaning, our desire to go beyond the confines of our screens has grown stronger. The Global Good Morning videos are all about capturing the vibrant energy of our diverse worldwide community. It's as easy as recording a video saying "Happy ...

No Be There

By Nicholas Zeisler, CCXP posted 08-29-2023

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Probably one of the worst shows streaming these days is Kobra Kai , but if you’re like me, you can’t look away. Naturally, being a Gentleman of a Particular Age™, the original Karate Kid movie was part of my growing up, so I was curious. In the modern iteration, the acting is atrocious, the dialog is forced and clumsy, and for that matter, even the plot lines are eye-rollingly bad with all the surprise loyalty shifts and team-jumping. But anyway, one definitely redeeming facet of the show is the frequency of throwbacks to lines and experiences from the original franchise that make you smile about a different time. A long way to go to set up that, one ...

Supporting Job Seekers

By Mr. Greg Melia, CAE posted 08-24-2023

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Recently I had breakfast with CXPA member @Jerry Seufert . Jerry has a real passion for helping people who are between job successes. In fact, I told him he reminded me of Kevin Kline’s character in the 1993 movie Dave who said, “If you've ever seen the look on somebody's face the day they finally get a job, I've had some experience with this, they look like they could fly. And its not about the paycheck, it's about respect, it's about looking in the mirror and knowing that you've done something valuable with your day. And if one person could start to feel this way, and then another person, and then another person, soon all these other problems may not ...