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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2022 CX Day Downloads CX Day is less than a week away! Are you ready to celebrate? Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Get all your downloads here . Get CX Day Graphics . Download your CX Day Virtual Background or other themed graphics and prepare to share your CX passion on the 4 th ! CX Day Slide deck Now available . Create your presentation with the CX Day powerpoint template here . Celebrate and Recognize . CX Day is a great time to celebrate your teammates or a CX catalyst at your organization. Use this award to highlight ...
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If Crystal D’Cuhna seems particularly at home talking about customer experience design, it might be because she first got involved in CX by helping others create a home of their own. A fter moving from the retail sector to construction around 2009, Crystal found herself recognizing the different personas that make up the homebuyer community. These include first-time buyers, those who are downsizing or some other transition in their lives. In every case, there were emotional drivers behind those buying decisions, which was when Crystal began reimagining her role as sales training manager. “No w I understand I was designing a customer experience process ...
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Have you heard about CX Day? Every October, people worldwide celebrate with their employees, agents, and clients. It reminds me of “Mother’s Day” or “Father’s Day.” It’s a time when we intentionally celebrate and express gratitude to people who matter in our lives. It doesn’t mean we stop appreciating people all other days of the year. It’s a time to pause, reflect, and take actions that are extra purposeful. CX Day falls in the same week as National Customer Service Week (NCSW) and has a similar meaning, yet not the same. CX Day & Customer Service Week: The Basics CX Day was established ten years ago by the Customer Experience Professionals Association ...
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I participated recently in another one of these awesome forums where CXers gather to chat and share ideas about our profession. The main topic centered on VoC approaches, and at one point someone brought up the challenge of interpreting his company’s NPS results. To paraphrase him, sometimes one Customer may rate an experience as a ‘0’ while another Customer may rate the exact same experience as a ‘10’. The concern was echoed around the virtual room, and it got me thinking about NPS and its utility. My main contention was that (as I've stated elsewhere) people are people, and the same professor who never gave anybody As is also unlikely to give ...
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The following post originally appeared in International Business Times. In many ways, the pandemic forced people across the globe to build their sense of patience. While quarantines were imposed, people stayed indoors and waited for the world to open up again. However, now that retail, restaurants, tourism and entire economies have opened their doors once again, consumers' patience when interacting with companies is being severely tested. The solution starts with reimagining a new C-suite role: the Chief Experience Officer. A grand aspiration of any company should be to earn the right to create 'Customers for Life. However, U.S. companies alone are ...
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2022 CX Day Events Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Consider planning an event for your team, company or organization to celebrate. See more inspiration on how to celebrate CX Day here or learn more at cxday.org Our community celebrates world wide and people connect to learn, grow and share CX knowledge in celebration of CX day. See CX Day Events . 2022 Impact Award Finalists This year CXPA announces 9 Customer Experience (CX) professionals as finalists for the annual CXPA Impact Awards. ...
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I love the CX Day theme of 2021: CX is a Team Sport! What does this really mean? Reflecting the trust crisis between organizations and both employees and customers (Great Migration/Reshuffle, shrinkflation, lower CX trends in ACSI / CX Index, and so on), "CX is a Team Sport" is an imperative well beyond the CX roles pulling together . This year's CX Day theme, CX Drives Success , depends to a great extent on managing CX as a Team Sport. Consider this graphic, depicting roles within an organization as players in futbol (soccer): What this graphic means to me, is every player is needed for good customer experience. Any player's mis-step ...
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The Customer Experience Professionals Association ( CXPA ) announces 9 Customer Experience (CX) professionals as finalists for the annual CXPA Impact Awards. This year, the CXPA Impact Awards will recognize the impact individuals play in advancing customer experience within their organization as well as in advancing the CX profession. The winners of these esteemed awards will be announced on a live broadcast during the global CX Day celebration. The public can join the worldwide CX community to hear from the winners on October 4, LIVE 12 Noon EDT (16:00 UTC). “The tremendous work of these Impact Award finalists makes one thing clear: CX drives success,” said ...
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What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet you do too. Particularly after a trip, I am deluged with surveys from the hotel, airline, rental car, and more. I rarely take any of them. If your customers ignore most of these requests as I do, this can lead to a poor survey response rate. Here are three tips to get that fixed. Tip 1: Use Compliance Techniques Simply asking customers to take your survey won’t achieve a high response rate—there’s a lot more to it. Social proof, as in “other customers have already provided their feedback,” can help. So can appeals to authority ...
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Preparations are underway throughout the entire CXPA community to celebrate CX Day on Tuesday, October 4. Here are some steps you can take today to make your CX Day the best one yet: Review the CX Day calendar of events at cxday.org and mark time on your calendar to attend one or more events. Here is just a sampling from the choices: Celebrate CX Day in person in Dublin at Jameson Distillery Getting Sustainable Business Outcomes from Customer Experience Experience Evolution in-person program in Milan, Italy Live with CXPA: A CX Day Celebration (Note: There are also events beyond the 4 th , including in Latin ...
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2022 CX Day Events Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Consider planning an event for your team, company or organization to celebrate. See more inspiration on how to celebrate CX Day here or learn more at cxday.org Our community celebrates world wide and people connect to learn, grow and share CX knowledge in celebration of CX day. See CX Day Events . Upcoming Webinars and Virtual Events CX Webinar: CX as a Pilgrimage with Nienke Bloem, CCXP Monday, September 19, 2022 10 AM ET ...
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I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the survey in that the invitation expired after 30 days, but they knew their Customers were busy, so it may be a couple of weeks before someone got around to filling it out. That dynamic made reporting a bit trickier because the results were not necessarily reflective of how their performance was at the time they came in . Because they’d trickle in over the course of ...
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How to Celebrate CX Day 2022 Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Consider planning an event for your team, company or organization to celebrate. See more inspiration on how to celebrate CX Day here or learn more at cxday.org Download tips to help your team celebrate on CX Day here . Interested in recording your video greetings? You can record here ! CX Partner Spotlight: Qualtrics CX Partner Spotlight with Qualtrics on customer journey mapping. Learn more here . 2 Minute Takeaway ...
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CXPA Chair Nancy Porte, CCXP recently recorded a video message for the CXPA community sharing updates on upcoming CXPA activities including CX Day and new CXPA publications, as well as insight into planning directions and commitments for CXPA’s future service to you. Please watch the six-minute video to hear these updates in her own words: As Nancy mentioned, we are encouraging CXPA members to submit a CX Day Global Good Morning video, which you can do here . You can also learn more about celebrating CX Day and download CX Day graphics at www.cxday.org . Thank you for your continued support of CXPA and please let us know what you'd like ...
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A CX meme is a semi-humorous symbol or characterization of what it feels like to be in a CX role. Considering our CX Day theme "CX Drives Success", what kinds of animal symbolism come to mind to inspire higher achievements in CX driving corporate success? A dolphin represents intelligent agility. Our organizations and customers need this with rapidly changing situations as a continuing fact of life beyond the pandemic. Aesop's goose laying golden eggs represents "CX Drives Success". Is your CX team a dolphin or a goose? Value of CX roles can greatly increase by adopting the dolphin and goose CX memes. They expand the vision of "CX is a Team Sport" which was ...
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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 Tim Pritchard, Global Partnership Lead – Medallia, Kantar Janelle Mansfield , VP CX Strategy and Enablement, People Corporation Hrushi Kulkarni , XM Scientist, Zill Consulting Ahmad Sidawi , Country Manager, Enterprise, Genesys Second Row, L-R Alykhan Jadavji , CCXP , District Leader, TD Eldon Phukuile , Customer Experience Program Manager, STEMCELL Technologies Mona Bedi , VP, CX Advocacy, Bill.com Stacey Nevel, CCXP , Vice President, ...
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CXPA Headquarters Holiday Closing CXPA Headquarters are closed Monday 9/5 in honor of Labor Day. Have a safe holiday! Record Your CX Day Greetings! Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Consider planning an event for your team, company or organization to celebrate. See more inspiration on how to celebrate CX Day here or learn more at cxday.org Download tips to help your team celebrate on CX Day here . Interested in recording your video greetings? You can record here ! CX Partner Spotlight: Qualtrics ...
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There’s no more exciting time to be a CX professional than CX Day, a global celebration recognizing innovation and successes in the customer experience industry. This year, our 10th year celebrating CX Day, we're rolling out the purple and orange carpet to deliver you a bevy of virtual festivities to help connect you with the global CX community, strengthen your CX knowledge, celebrate great customer experience, and have fun! Whether you are just curious about CX, new to the field, or a seasoned vet, find a comfortable seat, and tuck in! Begin your planning now by heading over to www.cxday.org to download our graphics for this year's theme, CX DRIVES SUCCESS ...
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Record Your CX Day Greetings! Our theme this year is “CX Drives Success” and we are planning a series of fun and educational online opportunities. Consider planning an event for your team, company or organization to celebrate. See more inspiration on how to celebrate CX Day here or learn more at cxday.org Download tips to help your team celebrate on CX Day here . Interested in recording your video greetings? You can record here ! Coming This Week CXPA Sponsored Webinar by Verint: Leverage New Customer Behavior Insights and Trends Tuesday August, 30, 2022, 2 PM ET More Information ...
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A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic , or at least questioner of it...not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). He said, “Z, why do you hate NPS so much? Don’t you think there’s anything redeeming about it?” Now, in fairness, I don’t “hate” NPS. I’m not a fan, but that’s basically for two reasons: 1) people use it/do it wrong, and 2) it’s not strategically tied to their CX programs in the first place. The former reason can be applicable to any top-level KPI people ...