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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Memorial Day Office Closing In observance of Memorial Day, CXPA offices will close at 2 PM ET on Friday, May 24th and reopen on Tuesday, May 28th. Mental Health Awareness Month : May 2024 As diversity remains a CXPA Core Value , the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations and observances with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. Mental Health Awareness Month ...
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A personal perspective on the results of the recently released McorpCX and CXPA CX Education Research On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association (CXPA) . Titled “The Pivotal Role of CX Education and Upskilling in Accelerating Customer Centricity Leadership,” the study offers valuable insights into the transformative impact of CX education on organizational maturity and customer-centricity across a variety of industries and company sizes. It's particularly relevant given what we’ve seen in organizations desiring ...
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VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? . . . Less pressure to show financial gains? . . . Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI . Start there and continue here in designing your VoC methodology: Use almost-free VoC before asking for more Customer data you have on-hand is almost-free VoC. When customers have interacted with you and you have records of it, why not make the most of that? ...
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As diversity remains a CXPA Core Value , the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations and observances with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. Mental Health Awareness Month observed in May each year since 1949, and World Mental Health Month observed in October of each year since 1992, are both opportunities to raise awareness about mental health issues and “help people recognize the ways mental illness impacts ...
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Over the past ten months, more than 1,000 CX professionals were directly involved in research to prepare CXPA to build on its recent successes (such as the publication of the CXPA CX Book of Knowledge) and ensure the future of the customer experience field. At every step, members and staff have worked collaboratively to select the research consultancy, guide the research study, interpret the results, and set future directions for CXPA. Last month, the Board of Directors adopted three new strategies based on this work and convened a Global Strategy Summit on April 30 which included more than two dozen CXPA members to help inform operational planning considerations ...
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On the Move - Celebrating Career Success CXPA loves to celebrate and recognize career accomplishments. Want us to celebrate your career move? 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 Gioia Zambon , Customer Experience Manager, S&P Global Erik Vogel , CEO, VistaXM Neal Berg , Director of CX Strategy and Research, TTEC Digital Toni Keller , Account Executive, Laivly Shelly Chandler , Executive Director, Client Experience and Insights, Wells Fargo Merchant Services See more Mental Health Awareness ...
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What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance Conference this year? If you guessed getting executive buy-in, you were right! 78% of respondents said this is their biggest challenge. The group of CX leaders I spoke to used words like frustrated, deflated, and irrelevant to describe how this made them feel. Some say getting buy-in is as simple as proving the ROI of CX. While it’s critical to speak the language of the C-Suite and demonstrate value, the answer is not that simple. In fact, the truth is that the C-Suite members are human ...
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CX electricity was in the air last week as CXM@MSU hosted the Global CXM 360 virtual conference. There were over 30 speakers & hundreds of attendees from across the global. Here were my favorite takeaways: ✳ Marisa Schwartz DNP, MBA & Leslie Pagel – taught us how to improve our listening skills - both micro level (person to person) & macro level (organizational wide). When listening to someone think of yourself as a trampoline – amplify, energize, & clarify their ideas (HBR article: What Great Listeners Actually Do).⚡ ✳ Susana Esteban & Percy Rose – walked us through ...
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This article originally appeared on LinkedIn: https://www.linkedin.com/pulse/4-customer-experience-questions-ask-yourself-kinghorn-ccxp-pmp-plxuc/?trackingId=v6mAnS8aSBS%2FqSkii1cKDg%3D%3D Last week I spent two packed days with other customer experience (CX) professionals at CXPA’s CX Advance . This workshop-based conference gave us the time and space to dig deeper into key customer and member experience topics. If you are in the customer experience profession or thinking about customer or member experience, here are a few questions you might want to explore in coming months. 1. Am I speaking my CEO’s or Executive Director’s (your board ...
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Catch the Replay: AI Enabled Containment Bots--A Primer for CX and Contact Center Leaders Organizations around the world are struggling to find effective ways to offer excellent self-service experiences, while providing cost-efficient contact center operations. In this session, we looked at how organizations are using Conversational AI and Generative AI to not only drive higher ROI, but also meet and exceed customer expectations. Watch here Catch the Replay: CX Practitioner Perspective--The State of Personalization in 2024 Join Medallia for a LinkedIn Live event unveiling insights from ...
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This article was originally published on LinkedIn: https://www.linkedin.com/pulse/lost-translation-decrypting-cx-c-suite-lauren-feehrer-ccxp-jd0hc/ Last week, I had the privilege of attending the CX Leaders Advance, an annual conference hosted by the Customer Experience Professionals Association™ (CXPA) . This gathering brought together practitioners from corporations, healthcare organizations, government agencies, and nonprofits worldwide, totaling 170 attendees spanning 5 continents who converged in Denver, Colorado. Among them were 70 Certified Customer Experience Professionals (CCXPs) and 7 CX authors. In this room, I feel a sense of belonging—it's ...
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Companies are taking customer experience more seriously than ever. Markets, technologies, and customers are evolving more quickly than ever. The ways we manage the experiences we design and deliver to our audiences need to evolve as well; and organizations are taking note . Over recent years, the ranks of experience executives such as chief customer officers, chief experience officers, and senior or executive vice presidents of customer experience have grown by more than 1,000 percent. These leaders are being hired because companies see that intentionally managing experience creates a competitive advantage, and the measurable benefits it can have on their ...
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CX Leaders Advance just wrapped up in Denver, Colorado. It was two days of learning focused on helping attendees become more effective and impactful CX Leaders. Here are a few of my favorite sessions and takeaways from the event: Making CX Known and a Priority to the C-Suite and Boardroom: Erin Wallace, CCXP & Bryan Sander, CCXP: During this session, Erin Wallace and Bryan Sander, CCXP, MBA highlighted the importance of an empathetic approach towards CEOs in our CX strategy sales pitches. The idea of using an "empathy map" to step into a CEO's shoes was simply brilliant! A Real Conversation about ...
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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 Gioia Zambon , Customer Experience Manager, S&P Global Erik Vogel , CEO, VistaXM Neal Berg , Director of CX Strategy and Research, TTEC Digital Toni Keller , Account Executive, Laivly Shelly Chandler , Executive Director, Client Experience and Insights, Wells Fargo Merchant Services Second row, L-R JD Ackley, Founder, RAIZOR.ai Erik Harris , Director of CX, Compliancy Group Meritxell Fernandez , Global ...
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CX Technology Spotlight: Meet the Containment Bot Check out this CX Technology Spotlight and Meet The Containment Bot! Our partners at Verint use AI as a way to detect and identify areas to help, watch and learn how it can help your customer experience. Learn more at verint.com. Watch here LinkedIn Live: CX Practitioner Perspective: The State of Personalization in 2024 Join us for a LinkedIn Live event unveiling insights from the 2024 State of CX Personalization Report. Discover how brands are leveraging AI to deliver personalized experiences and why CX practitioners are ...

Civic CX

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It’s that time of year again – when we’re all interacting with the IRS to file our taxes. 🏛 Have you noticed any differences this year vs. previous years? According to a recent NPR article (link in comments), this tax season is on the right track. 98% of the 71 million tax returns received have been processed & the average return is 6% higher than last year. The IRS has taken the Dec 2021 Executive Order on Customer Service to heart & enacted several new methods to serve taxpayers: 📞A callback function on the 1-800 number (doing away with hold music) 🙋‍♀️Hiring thousands of customer service representatives to answer calls 👩‍💼Opened ...
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When the CXPA Board and dedicated volunteers established the Certified Customer Experience Professional (CCXP) credential in 2014 they had high hopes that it would become a trusted, reliable mark of CX professionalism by providing a common framework for assessing CX knowledge. Today’s CCXP program continues that commitment by providing a vendor-ag nostic, independently governed professional certification rooted in industry research, psychometrically valid requirements, and continued volunteer oversight by a global committee of CX professionals. As we have previously shared, it is because of this objective rigor that the CCXP is mentioned ...
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As diversity remains a CXPA Core Value , the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. In the first of this series, we want to wish those who celebrate a peaceful Passover, while providing insight to help CX professionals support their Jewish colleagues and customers. About the Passover Holiday Passover, or Pesach (PEH-sach - pronounced PAY-sokh) in Hebrew, ...
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LinkedIn Live Replay: Strategies to Reduce CX Stagnation and Embrace Innovation In a recent LinkedIn Live event hosted by CXPA, Ryan Driscoll of commonFont, a CX professional services firm that provides technical delivery capabilities and consultative advisory services, joined CXPA’s Gabe Smith, CCXP , for a conversation on how CX pros can reduce stagnation and drive focused innovation in their organizations. Did you miss the LinkedIn Live? See the replay here . See 5 key takeaways here . On the Move - Celebrating Your Career Success Want us to celebrate your career accomplishment? ...
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Only a third of CX managers say their VoC is “good” or “very good” at making changes to the business. This means two-thirds of VoC is not good at driving change. Only 15% said their VoC is "very successful" at this. (This is the same trend for the past 10+ years in Qualtrics State of CX reports and Temkin Group's State of CX reports.) Return on investment depends on gains after vs. gains before spending. Before-and-after gains are highest when improvements are made to become more in-tune with customers . Why? Out-of-tune practices are the source of costs to serve. In-tune practices have magnetic attraction for existing and new customers, ...