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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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 ...
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Help Us Create a Social Media Buzz for CX Day If you’re a company or individual celebrating CX Day, we invite you to share your virtual event screenshots, boomerangs and videos on your social channels, and tag us. We can’t wait for you to join us in creating a social buzz on Twitter , Instagram , Facebook , and LinkedIn ! See a toolkit with additional graphics and sample social posts below. Download Company Social Media Toolkit Download Individual Social Media Toolkit Celebrating Career Successes in August Want us to celebrate your career accomplishment? We want to hear from you--just fill ...
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Many organizations now appoint Chief Customer Officers (CCOs) with the goal of continually improving and delivering a better experience for customers. While well-intentioned, this experiential and journey-level focus does not go far enough. Organizations often focus on transactional customer experience (CX), creating operational scorecards that chart progress against key experience tactics, and yet, customer and employee perception does not markedly improve. When CX becomes a transactional effort, operating areas prioritize siloed fixes while systematic issues are often not addressed or prioritized due to misaligned goals, responsibilities, or decisions. ...
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May I offer a modest suggestion about CX?  Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Notice that there’s no mention in there about revenues, sales, or market share.  That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they ...
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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 . Introducing CXPA's New Volunteer & Workgroup Manager Nicole Dumont arrived at CXPA with a background in international association volunteer ...
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I’ve written  previously  about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more from a place of complacency than downright lunacy.  It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what  everybody  is asking. So the solution to such groupthink,  I  think, is to start… thinking . I really dig Simon Sinek and of course we’ve all heard his mantra to  Start With Why .  So let’s pull that thread a bit:  Why are you asking your Customers  anything  in the first place?  Why are you engaging their feedback?  ...
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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 August: L-R: Friederike Niehoff, CCXP --Manager, Customer Experience at SwissSense Camila Ochoa Piriz --Customer Excellence Analyst at VTEX Samantha Marks --Head of Customer Experience at Snow Joe + Sun Joe Ashutosh Karandikar, CCXP --Head of CX Services and Consulting, APAC at Alida Edward Hobart, CCXP --Vice President of Customer Experience, Arcules Kat Stroud, CCXP --Sr. Director, CX Consulting at Confirmit Elly Domene, CCXP --Vice President, Global Customer Experience at SES Satellites Jennifer ...
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This article will be posted on 360 Magazine but appears here first as a courtesy to CXPA members. Let’s get one thing straight right off the bat: when I hear “Dancing Queen,” I usually want to run screaming from the room. I can tolerate “Take A Chance On Me,” but only for its kitsch value. Never would I describe myself as even a casual ABBA fan. That changed, however, when I was working at home alone, minding my own business with Spotify’s “New Music Friday” playlist (even though it was a Tuesday). I gradually became aware of a lilting, reflective but decidedly hopeful song that couldn’t have been in starker contrast to the tracks from Drake’s new ‘Certified ...
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When people look at an end-to-end customer journey map, the severe need for extensive collaboration is obvious. Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your company’s customer experience will always be fundamentally robust or risk-prone per the degree of collaboration in-play across support functions, lines of business, and geographies.  Imagine your company as a sports team, such as volleyball, soccer, hockey, basketball, or football: does the whole team truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine ? If not, observant fans, opponents, and team members can ...
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Hi, I’m Nicole…CXPA’s new Volunteer & Workgroup Manager! I’ve met some of you already but for those that don’t know me, I’d like to share a little about myself. I arrived at CXPA with a background in international association volunteer management and extensive experience in working with cross-functional teams. I’m excited to have a continued opportunity to work with a global membership and engage with a talented, dedicated group of volunteers, network leaders, and CCXPs, as well as work towards a continued enhancement of the CXPA community through our online platforms and member-organized events. Today, everyone is busy in both their professional and personal ...
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CX Day Media Resources   CXPA is excited to celebrate CX Day with you on October 5th! Our theme this year is CX is a Team Sport. This year we celebrate the impacts customer experience professionals make while working together as a team. If you are planning to host a CX Day celebration with your team or organization, stay tuned to resources and get our email updates by completing this form here .   See Themed "CX is a Team Sport" Graphics here 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 ...
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With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats.  I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching.  The way some software out there is able to analyze and synthesize even unstructured data is pretty mind-blowing. So why are we still doing VoC the same way? I wrote an article  a while back that stressed the important rule that lawyers have to never ask a question you already know the answer to.  The genesis of my thought there ...
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“I AM FOREVER walking upon these shores,  Betwixt the sand and the foam,  The high tide will erase my foot-prints,  And the wind will blow away the foam.  But the sea and the shore will remain  Forever.”  Now, more than ever, the opportunity presented to leaders within businesses across verticals is to truly understand customers’ changing needs and goals, to act on that knowledge quickly with innovation if needed, and to create positive, meaningful, and memorable experiences for customers. Relying on employees who are engaging directly with customers, having conversations, hearing the emotion in those customers’ voices, empathizing, ...
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Celebrate CX Day Tuesday October 5th   This year we are excited to support, facilitate and highlight CX professionals on CX Day, Tuesday, October 5th. While we are not able to come together in person this year, we invite you to be involved. Please consider s haring your perspective on regional CX accomplishments and trends in   this questionnaire . If you are planning to host a CX Day celebration with your team or organization, please let us know by completing this form here . Holiday Office Closing Announcement In observance of the Labor Day Holiday our offices will be closed at 2pm on Friday through ...
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Organizations have Goals and Objectives ( OKRs ). They have KPIs ( Key Performance Indicators) to support the OKRs ( Objectives and Key Results ) and all these flow from the Top of the Organization. Employees at the bottom of the Pyramid are expected to Execute in a way that KPIs are always in the Green. This then most likely ensures that OKR’s are met.  Leadership may very well be focused on Customer Needs but in most instances Employees responsible to deliver and are the face of the Organisation are not. This leads to a mismatch : What the Organisation wants to do Vs What it actually does. The Delivery functions and the functions which are Customer ...
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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 July: L-R: Jenifer Nakata , CX Strategy Manager at Silicon Valley Bank Branden Schossler, CCXP , Payments Knowledge Product Manager, KeyBank Sandra Greene, CCXP Principal Consultant & Acceleration Academy Instructor Genevieve McLean , Associate Director, Quality Standards at Optus Dharani Malladi, CCXP Lecturer, CX & Customer Journey Design, M.A.D. School Hannah Foley, CCXP Head of Digital, CX & Trading, Wolesly UK Vivie Chorianopoulou, CCXP Customer Operations & Marketing Director, ...
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Are you looking for a compelling case study from someone who has spent time in the CX trenches? A whitepaper detailing how you can foster better collaboration between your CX and IT teams? A lively discussion about the future of experience design? You’ll find these member-submitted resources and more in CXPA’s re-designed resource library . Each of the over 700 pieces of content in the library is mapped to CXPA’s competency framework, so if you’re studying for the CCXP exam , the library is a great place to brush up your knowledge. But maybe you want a fellow CX pro to point you toward the specific resources they’ve found most insightful. ...
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Are You Celebrating CX Day?    This year we are excited to support, facilitate and highlight CX professionals on CX Day, Tuesday, October 5th. While we are not able to come together in person this year, we invite you be involved. Please consider s haring your perspective on regional CX accomplishments and trends in   this questionnaire . Deadline is approaching for the 2021 Impact Awards! CXPA's Impact Awards recognize the best individuals who have made notable contributions to the discipline of customer experience. Nominations are now open for individuals in three categories; Impact within an Organization, Impact on CX Profession or ...
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This post will be published in the weekly newsletter and website of 360 magazine but appears here first for the benefit of CXPA members.  Some people who take the top job in a company begin by conducting interviews with journalists who profile them about their vision and strategy. Many likely work with their comms person to pen memos on their behalf that are circulated internally to employees.  Yamini Rangan took a different approach — one that was more direct, more transparent and befitting a chief customer officer who has reached the heights of CEO. She wrote an an essay introducing herself and her values, and made it available to anyone who was interested.  ...
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Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell CX to leadership?  I’ve even written about it myself on several occasions. I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards...not only engaging in the discussion but also leveraging it as the heart of their pitches to clients.  Some make bold promises and predictions, and some are simply advocates ...