CXPA Member Blog

Meet our CX Leaders Advance Host Hotel: Rosen Shingle Creek

By CXPA Admin posted 4 days ago

Be the first person to recommend this.

Register Today It is said that leadership is best developed when there is a purposeful process for leadership development led by experienced guides in a conducive environment. In that spirit, CX Leaders Advance is an intentionally designed process to engage Chief Customer Officers, Head of CX, CX Vice Presidents, CX Directors, and other CX program leaders in meaningful conversation led by proven CX experts held at the award-winning Rosen Shingle Creek in Orlando, Florida. In this blog post we want to share an overview of the host hotel for the conference. Set atop a rise overlooking the natural beauty of Shingle Creek Trail and Shingle Creek Golf ...

CXPA Need to Know for the Week of March 20

By Joy Wedge posted 4 days ago

Be the first person to recommend this.

Are you leading a CX program? Join the CX Leaders Advance Program in Orlando, FL May 15-17. Check out the faculty speakers and agenda for the upcoming program today. Learn more at www.cxpa.org/cxleadersadvance2023 A Peek Inside the CXPA CX Book of Knowledge: Experience Design, Improvement, & Innovation It was October 2022 when the CX Book of Knowledge by CXPA was released, giving us all a great opportunity to be inspired, learn, and re-learn from other CX professionals' best practices, tools, and methods into the five core CX competency areas. Customer Experience and Experience ...

CXPA Book on CX/Operations Connects the Dots

By Vaishali Dialani CCXP posted 4 days ago

1 person recommends this.

The success of any business depends on the ability to deliver exceptional customer experiences. For this reason, customer experience (CX) has become a key differentiator in today's highly competitive market. After spending a few years in the digital field, I gained the skills to collaborate with IT teams and ensure that the designed customer journeys were implemented in the backend systems. However, I have also witnessed customers having poor experiences due to gaps between CX and operations functions. In the play of delivering exceptional CX, the operations team plays a crucial role in ensuring that the business can deliver the intended customer journeys ...

Adding Support headcount is losing

By Nicholas Zeisler CCXP posted 6 days ago

Be the first person to recommend this.

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. I got a few good ideas from some of the stories that were told, and frankly the future does look bright for Customer Experience, if you know where to look. That said, one thing I saw several times stood out to me and was a bit of a surprise. There were a number of submissions whose authors touted the brand’s having hired a number of new Customer Service or Support team members as evidence that they’re doing a bang-up ...

B2B Customer Experience: Do This, Not That

By Lynn Hunsaker CCXP posted 10 days ago

1 person recommends this.

A “village” of people internally influencing B2B buying decisions is universal to most B2B CXM scenarios. This single fact means a lot. If the purpose of customer surveys is to accurately monitor customers’ likelihood of rebuying, then you must gain an understanding of each influencer’s expectations and sentiment. Integrating the viewpoints of the “village”, to paint a realistic picture, is a logical follow-up to this. In consumer situations, there are usually only a couple of viewpoints to integrate for any purchase: husband and wife, parent and child. But for B2B situations, you may be grappling with integrating the views of the user, purchasing agent, ...

“All Things Considered CX” Podcast Episode Features CXPA Leaders

By Greg Melia CAE posted 11 days ago

1 person recommends this.

Recently CXPA Vice Chair Amy Shioji, CCXP, new Board member Bryan Sander, CCXP, and CXPA CEO Greg Melia, CAE were guests on the All Things Considered CX podcast, hosted by CXPA Emeritus Director Bob Azman, CCXP. During the 38-minute podcast, Amy, Bryan and Greg provide insight on their career and CXPA journeys – including one guest with an accounting degree, and another with an anthropology background! The podcast highlights the guests’ common passion for designing capabilities to drive customer delight at scale; motivations for taking on a leadership role within CXPA; and the global nature of CXPA. Along the way, the discussion touches on the development ...

CXPA Need to Know for the Week of March 13

By Joy Wedge posted 11 days ago

Be the first person to recommend this.

Will we see you at CX Leaders Advance? Join the CX Leaders Advance Program in Orlando, FL May 15-17. Check out the faculty speakers and agenda for the upcoming program today. Learn more at www.cxpa.org/cxleadersadvance2023 A Peek Inside the CXPA CX Book of Knowledge: Experience Design, Improvement, & Innovation It was October 2022 when the CX Book of Knowledge by CXPA was released, giving us all a great opportunity to be inspired, learn, and re-learn from other CX professionals' best practices, tools, and methods into the five core CX competency areas. Customer Experience ...

Reflections on Culture and Accountability from CXPA’s CX Book of Knowledge

By Georges Marcellin Essama Babissakana posted 12 days ago

Be the first person to recommend this.

If someone tells you that managing people is one of the greatest challenges on the planet, would you agree with that? Helping people work together more effectively, do things the right way, agree on what matters, adopt common behaviors, and follow a common goal can be quite arduous. No matter the type of organization you work in, you can’t achieve success and realize goals without people. To succeed, you need them to look in the same direction, have a common target, and work together to achieve success. They also need to align on the interests of key stakeholders and other key aspects. As a CX professional, you need to build a culture that brings ...

CXPA Need to Know for the Week of March 6

By Joy Wedge posted 17 days ago

Be the first person to recommend this.

Will we see you at CX Leaders Advance? Wow! We are less than 75 days from the CX Leaders Advance Program in Orlando, FL. Check out the faculty speakers and agenda for the upcoming program. Learn more at www.cxpa.org/cxleadersadvance2023 CX and Finance: New Book Shows the Power of Tight Collaboration Between Departments Managing money is a serious affair for most organizations. In my environment it is said that money is “the nerve of war” and if you want a professional initiative to succeed in your organization, you should gain the support of the finance team. This wise advice is also ...

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

By Jennifer Baker posted 18 days ago

Be the first person to recommend this.

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 · Linzi Hindle , Director of Customer Experience, DHL Supply Chain · Ismail Ozenc , CCXP, Associate Vice President, Siemens Advanta Consulting · Michelle Brigman , Head of Customer Success, [24]7.ai · Sakshi M , Senior Customer Success Manager, inFeedo · Rémi Weber Dublaron , CCXP, Senior Consultant in ...

4 Learnings from Reading CXPA's Governance & Sponsorship Book

By Georges Marcellin Essama Babissakana posted 19 days ago

1 person recommends this.

CX Governance "consists partially of the roles, responsibilities, and processes that oversee and support your company's CX activities." Sponsorship is "an act of leadership." These definitions are extracted from the CXPA's book "Establishing Effective Governance and Sponsorship: A Guide to Strengthening CX Together." This book highlights concepts that are key to success in the transformation of the DNA of an organization to become one that is truly customer-centric. This book will help CX professionals to better collaborate with corporate and functional leaders to ensure smooth execution and support of CX activities. The effective ...

Black History Month - Honoring the Past, Inspiring the Future

By Adrienne Bryant, CAE posted 20 days ago

Be the first person to recommend this.

Published on behalf of the CXPA Diversity Advancement Committee With Black History Month coming to an end, the latest incidences of violence against Black, Indigenous, and People of Color (BIPOC) communities are a sobering reminder of why it is important to stay educated about the systemic challenges that black Americans have experienced and remain vigilant in our quest to eradicate this behavior. The Association for the Study of African American Life and History (ASALH) , founded by Dr. Carter Woodson in 1915, has set the theme for this year’s Black History Month Virtual Festival as “Black Resistance” From their website: “African Americans have ...

Statement Regarding the Senseless Acts of Violence in BIPOC Communities

By Adrienne Bryant, CAE posted 20 days ago

Be the first person to recommend this.

This statement is being posted on behalf of the Diversity Advancement Committee The Black, Indigenous, and People of Color (BIPOC) communities suffered more acts of senseless violence in January, particularly in the Asian and Black communities. News of these incidents has left the CXPA outraged and disappointed. On January 7, 2023, in Memphis, TN, Mr. Tyre Nichols , was brutally beaten by police officers. On January 21, 2023, a gunman opened fire inside the Star Dance Studio , a Chinese-owned ballroom dance studio in Los Angeles. And on January 23, 2023, in Half Moon Bay, CA, a lone gunman went on a shooting spree , that left seven dead and one injured. ...

The Importance of Human-Centric Design in Digital Transformation

By Michael Hinshaw posted 25 days ago

Be the first person to recommend this.

Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over $1 trillion USD by 2025. Why? The top reasons include increased operational efficiency, employee productivity, and the ability to deliver better customer experiences. At heart, digital transformation is about preparing a business for the future, with the help of technology. But technology is just a tool. The magic happens when you focus on the people who will be using it. That's why digital transformation starts with people. Unfortunately, it’s common for businesses to get caught up in the technology without fully ...

CXPA Need to Know for the Week of Febuary 27

By Joy Wedge posted 25 days ago

Be the first person to recommend this.

CXPA Call for Speakers CXPA is currently seeking self-nominations for faculty speakers at an upcoming Orlando program. Get all the details and apply today! https://www.cxpa.org/cxleadersadvancefaculty CX and Finance: New Book Shows the Power of Tight Collaboration Between Departments Managing money is a serious affair for most organizations. In my environment it is said that money is “the nerve of war” and if you want a professional initiative to succeed in your organization, you should gain the support of the finance team. This wise advice is also true in the CX world. Like Customers are ...

Two Truths and a Lie: Customer Insights & Understanding

By Stephanie-Marie Sullivan CCXP posted 26 days ago

Be the first person to recommend this.

Whether it’s sanitary precautions against COVID-19, perceptions of inflation, or an airline’s passenger experience, Customer Experience (CX) is much more than a buzz word spanning the globe. It’s a set of values and methodologies that formulate a common understanding of what it means to embrace feedback, reimagine how we do business and proactively plan for the future. And although organizations recognize CX’s involvement in the success of companies like Amazon, as a CX practitioner, your role likely still has an element of breaking preconceived notions about what it means to be a customer-centric organization. The CXPA’s Book of Knowledge helps to arm ...

CXPA announces CX Leaders Advance, a new learning experience for senior CX professionals

By Greg Melia CAE posted 02-16-2023

Be the first person to recommend this.

CXPA proudly announces a new in-person event to support senior CX brand leaders. CX Leaders Advance, which will be held May 15-17 in Orlando, Florida, is a special program designed to foster advanced-level conversations between CX brand leaders, consultants, and CXPA sponsors in a 200-person forum designed for learning and co-creation. What makes this program unique is that the agenda is 100% designed based on the needs and challenges we have heard from CX brand leaders, with topics such as Making The ROI Case For CX To The C-Suite And Board Room; Alternative Thinking On CX Metrics; Making CX Known And A Priority In The C-Suite And Board Room; Change Management ...

CXPA Need to Know for the Week of Febuary 20

By Joy Wedge posted 02-16-2023

Be the first person to recommend this.

Live with CXPA and Grammarly--1 minute Takeaway Check out the full LinkedIn Live with Grammarly Here CXPA Call for Speakers CXPA is currently seeking self-nominations for faculty speakers at an upcoming Orlando program. Get all the details and apply today! https://www.cxpa.org/cxleadersadvancefaculty Celebrating Your Career Successes in January 2023 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: ...

Welcome to the CXPA Africa homepage!

By Greg Melia CAE posted 02-16-2023

Be the first person to recommend this.

On behalf of the entire CXPA, welcome to this dedicated landing page for the CXPA community in Africa. As we seek to drive greater understanding of customer experience across the globe, we also want to foster regional connections and community. At the top and bottom of this page, navigational links help connect you to the broader global CXPA community and resources. In the heart of this page, we strive to feature individuals, content and links from the CXPA community in Africa. Interested in getting involved? be sure to bookmark this page and connect with the CXPA Africa leadership team. Together in Advancing CX, Greg

Taking a Closer Look at CX Strategy—A Look into CXPA’s CX Book of Knowledge

By Shruti Chopra CCXP posted 02-15-2023

Be the first person to recommend this.

This post highlights the key sections from the Part 2: Customer Experience Strategy chapter in the CX Book of Knowledge and focuses on how CX professionals may find the content useful for creating a CX strategy. As I finished reading the chapter, what came to mind was a quote by Henry Mintzberg - "Strategy is not the consequence of planning, but the opposite; it’s the starting point." This certainly applies to the CX realm as well. Without a well-defined strategic roadmap, CX programs may not yield the results expected by CX leaders or move in the direction intended by business leaders. CX strategy--like a strategy for business or any ...