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@cxpaglobal.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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Recently, I highlighted outcomes from a conversation between members of CXPA’s Board of Directors , during which they discussed issues that are increasing or declining in importance in the CX field. With that conversation in mind, I was interested in reading CX Networks’ 2024 Global State of Customer Experience report to see their research findings related to the profession. Here are a few highlights: The Rise of Artificial Intelligence Both the CXPA Board and the Global State of CX 2024 report underscore the transformative impact of Artificial Intelligence on the CX landscape, with a shift from reactive to proactive strategies that anticipate ...
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New Report - The AI Paradox: Technology, Humanity and the Customer Experience We are excited to share The AI Paradox: Technology, Humanity and the Customer Experience, a brand-new report focused on AI, Technology and Humanity in Customer Experience. To produce the report, Deloitte Digital, CXPA and Natter hosted a small but mighty group of senior CX leaders representing over 1 billion customers on the Natter platform, to discuss how they are thinking about AI and customer experience. Natter’s AI summarised the CX leaders’ conversational data, generating the insights that have driven today’s report. The report was co-authored by our ...
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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 Nicholas Jones , Director of Customer Experience, DAC, Inc Oliver West, CCXP , Head of Customer Experience, VML Issaad El Khalfi , Customer Experience & Digital Transformation Expert, Freelance Thomas Nelson , Product Owner – Customer Experience, Royal London Susan Mango , Senior Director, Voice of Agent Research, Travelers Second row, L-R João Pereira , Commercial Vice President EMEA/APAC & Customer ...
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In a recent LinkedIn Live broadcast, I was excited to be joined by Tiffany Snowden, Executive Coach and Head of Content Product Strategy at Google, and Matt Hartley, Head of Pixel Customer Care at Google, who shared their insights on the successful initiatives that led to Google being named the overall winner at the 2024 U.S. CX Awards. The Pixel Support Hub The centerpiece of Google’s award-winning submission was the Pixel Support Hub. Hartley explained that as Google entered the mobile phone market, it recognized the need to assist new users with onboarding and support. "We saw an opportunity for how we could assist them to get started with Pixel," ...
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Replay: Live with CXPA & Awards International: Using CX to Drive Google Pixel's Growth New Report - The AI Paradox: Technology, Humanity and the Customer Experience We are excited to share The AI Paradox: Technology, Humanity and the Customer Experience, a brand-new report focused on AI, Technology and Humanity in Customer Experience. To produce the report, Deloitte Digital, CXPA and Natter hosted a small but mighty group of senior CX leaders representing over 1 billion customers on the Natter platform, to discuss how they are thinking about AI and customer experience. Natter’s AI summarised the ...
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Recently, CXPA's Board of Directors discussed emerging, pressing, and waning issues and trends in customer experience. Their discussion, along with your input, will help guide CXPA in its content development and focus areas in coming months. Here were a few areas of discussion. Emerging Responsibilities and Priorities Consumer Data Privacy and Data Strategy With heightened regulatory scrutiny and growing consumer awareness, CX leaders are now more involved in ensuring data privacy compliance. This trend is coupled with the need for robust data strategies to enable personalized digital experiences. Leaders are tasked with managing technology ...
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The CX Leader Pulse The CX Leader Pulse aligns with the CXPA’s 10-year goal of tracking the impact of CX on organizations. By gathering and analyzing information on CX programs and their impact, we aim to identify which aspects and activities can significantly enhance the value of CX efforts. Take part in this initiative and contribute to identifying the impact of CX. Your valuable insights will aid in benchmarking CX program activities. Thanks to our partners at Walker for pioneering this research effort. Take the Pulse here Now Open: CX Impact Awards Nominations CXPA is now accepting ...
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The world of CX is quickly evolving. CXPA is committed to partnering with you and other organizations to help you keep up with the latest developments. Recently, we partnered with Deloitte Digital and Natter to investigate CX leaders’ perceptions, practices, and questions around the use of Artificial Intelligence (AI) in customer experience – especially its relationship to human connection. To ensure a well-rounded set of perspectives, senior CX leaders from the Deloitte Digital and CXPA communities were invited to participate in a unique online engagement through the Natter Platform. Natter is a technology platform designed to gather ...
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CXPA Holiday Office Closure In observance of Independence Day, CXPA offices will be closed on Wednesday, July 3rd thru Thursday, July 4th. The CX Leader Pulse The CX Leader Pulse aligns with the CXPA’s 10-year goal of tracking the impact of CX on organizations. By gathering and analyzing information on CX programs and their impact, we aim to identify which aspects and activities can significantly enhance the value of CX efforts. Take part in this initiative and contribute to identifying the impact of CX. Your valuable insights will aid in benchmarking CX program activities. Thanks to our partners at Walker for ...
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Now Available: CX Day Sponsorship Opportunities Join the global celebration of CX Day, Tuesday October 1st! 🎉 Did you know that CX is celebrated and recognized around the world in many languages, time zones, and through exciting events on CX Day? Don't miss out on the chance for your organization to establish these valuable relationships too! Learn more about CX Day sponsorship opportunities today and position your brand on the right stage. Let's embark on this exciting CX journey together - the world is eagerly anticipating your participation! Learn more here . Now Open: CX Impact Awards Nominations ...
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I recently had the privilege of attending the 16th CX Summit by #UBSForums , where Faran Niaz , a renowned CX keynote speaker, captivated the audience with his insights on the metamorphosis of Customer Experience (CX) into Human Experience. His presentation shed light on the latest trends and perspectives in CX, emphasizing the importance of human-centric approaches in today's digital landscape. Inspired by his thought-provoking ideas, I've penned down my reflections on the transition from CX to Human Experience. In the rapidly evolving world of business, delivering exceptional customer experiences has always been a top priority. However, as technology ...
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I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations ...
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How is AI impacting the way we build customer relationships and drive revenue? What are the practical strategies that can turn AI from a buzzword into a transformative tool in customer experience? These were the central questions addressed in the recent CXPA webinar, sponsored by Hiver, featuring conversations between Hiver's Niraj Ranjan Rout, DeltaSwan's Michelle Spaul, and Vector Business Navigation's Brad Smith, CCXP. Here are a few takeaways from our conversation: Automation and Efficiency Niraj Ranjan Rout , co-founder and CEO of Hiver , emphasized three primary goals for implementing AI in CX, especially in the support area: Automating ...
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At CXPA, we actively contribute to thought leadership and innovation through rigorous research conducted in collaboration with our valued sponsors and partners. By collecting data and insights from the CXPA community, we strive to advance the understanding and professional practice of CX. Here’s a look at a few of our recent research partnerships: The Pivotal Role of CX Education and Upskilling: Joint Research from McorpCX and CXPA Customer experience education plays a critical role in enhancing CX maturity across various industries and company sizes. In collaboration with McorpCX, our recent research involved nearly 500 global CX leaders and practitioners ...
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CXPA Office Holiday In observance of Juneteenth, CXPA offices will be closed on Wednesday, June 19th. Feature: CX Day Company Celebration The excitement for CX Day 2024 is building as offices worldwide gear up for the festivities on Tuesday, October 1, 2024! How is your office planning to celebrate this special day? Whether you're looking to honor your amazing CX staff or showcase your remarkable CX accomplishments, CX Day presents a fantastic opportunity to highlight your organization's commitment to customer experience. Discover how organizations celebrated CX day to help generate your ideas below. ...
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🎶 School's out for summer... School's out forever... 🎶 That song is on repeat in my house right now – as I’m married to a high school teacher & we’re raising a high schooler & 2 middle schoolers. Last night after dinner we sat at the table & each of us made our own Summer Bucket Lists. 😎 Then in true CX Leader fashion – each person shared their list, we tallied the duplicates, voted on our priorities, & made a plan to accomplish our Summer Bucket List activities. Summer is such a gift to us – 😀Reconnecting with our childlike joy 🎨Providing moments of rest & creativity ☀Relishing ...
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Customer experience is a pivotal factor in driving the financial success of leading organizations around the world. At CXPA, we believe in the power of sharing these success stories to help achieve our 10 year goal of securing the future of CX as a trusted and preferred business discipline, in service to a vision of exceptional outcomes powered by inspired CX professionals. We want to hear about your initiatives and how your efforts have led to better outcomes for customers, employees, and organizations. What are we looking for? We are looking for organizations that have delivered better outcomes for customers, employees, and organizations through the ...
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One of the 2024 initiatives of the DEI Committee is to increase awareness of the employee and customer experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. This month, we are spotlighting Pride Month . The Employee and Customer Experience Creating an inclusive environment for LGBTQIA+ employees and customers is essential. According to an article from Workplace , only 17% of LGBTQIA+ employees strongly agree that their organization cares about their well-being, compared to 27% of non-LGBTQIA+ employees. Facilitating a culture of inclusion is a leadership ...
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Now Available: CX Day Sponsorship Opportunities Join the global celebration of CX Day, Tuesday October 1st! 🎉 Did you know that CX is celebrated and recognized around the world in many languages, time zones, and through exciting events on CX Day? Don't miss out on the chance for your organization to establish these valuable relationships too! Learn more about CX Day sponsorship opportunities today and position your brand on the right stage. Let's embark on this exciting CX journey together - the world is eagerly anticipating your participation! Learn more here . On the Move: May 2024 Want us to celebrate ...
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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 Charlotte Chang , Vice President, Head of Product and Technology, WillCo Tech Marc Mandel, CCXP, Founder, Principal, Wow Moments! Heather Donaldson , Client Director – Financial Services, Kubrick Group Hussein Dajani , Group Chief Marketing and Customer Centricity Officer, Petromin Corporation Lynn Girotto , Chief Marketing Officer, Qualtrics Gene Lee , Vice President Design, Atlassian Second ...