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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Welcome to July! If you’re in the Northern Hemisphere, July brings the “dog days” of summer—so named for the constant presence of the dog star, Sirius, that rises with the sun and is associated with hotter weather. If you find yourself indoors (and really, who among us hasn’t been spending wayyyy too much time indoors lately), it’s a perfect time to invest in yourself by growing your CX knowledge and strengthening your professional network. CXPA is here to help. Preparing to become a Certified Customer Experience Professional (CCXP) At CXPA headquarters, the global pandemic has caused each of us to evaluate how we can bring more value to ...
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CXPA Member Webinar Review: Say Goodbye to Boring and Ineffective Surveys Sponsored by OPINATOR What I Loved: Old boring surveys are dead BUT listening to your customers and measuring their experiences has become more important than ever. David Solana (Co-Founder and CMO, OPINATOR) lays down a 10-step process that helps businesses re-imagine the surveys in today’s age of the customer. Using your own brand theme for surveys and being relevant and available at the right time and at the right place for your customers are crucial to solicit better response rates. He concludes the webinar by explaining how these surveys ...
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Some people watch things happen, some make things happen, and some say, "what happened?" Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There's a silver lining in everything, even this pandemic. We discussed this subject in   a recent podcast . We've had loads of clients contacting us to find out what they should be doing coming out of our stay-at-home, flatten-the-curve lockdown. We like to tell them one of my favorite old sayings: Never let a good crisis go to waste.  We have had massive changes occur. When we hosted ...
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Earlier this month we had three important conversations at our June Board meeting:  How can CXPA provide greater, sustainable value despite the impacts of COVID-19?  How can we widen the circle of members engaged in CXPA activities and leadership?  How are we living our Core Value commitment to diversity? While these topics have been a part of the Board’s work for the past several years, these conversations took a new level of urgency due to the impacts of COVID-19, the murder of George Floyd, and member feedback. We emerged from that meeting with a set of commitments that we will pursue moving forward to increase the value we deliver to ...
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2020 Customer Journey Maturity Survey How are customer journeys applied to team structure, approach, and strategy across industries? What are key insights to establish or grow investments in journeys within your organizations? CXPA and Usermind have teamed up to create a new survey to help CX pros get answers. Take the survey here and the CXPA community will be able to use these insights to create better resources. CXPA Member Webinar Review: Say Goodbye to Boring and Ineffective Surveys Sponsored by OPINATOR What I Loved: Old boring surveys ...
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On a recent Forrester panel at  CX North America , Analyst Angelina Gennis posed a great question: “When did you feel your CX career take off?” While I’m always a work in progress, I’ve felt the most personal and professional fulfillment when witnessing CX evolve from being a function to being considered a discipline and way of working within the broader enterprise. But how does that evolution happen and what’s most critical for success? What are the observable behaviors that signal organizational adoption of customer-centricity? One of the fastest ways to weave CX into the fabric of the organization is to make your story – and your tools – as accessible ...
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Do customer intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer experience intelligence, then, is a  capacity to apply  facts about what customers perceive, with the aim of improving their experience. Who’s   acting on your customer experience   intelligence? Most likely your company is applying such intelligence to prioritize or fine-tune marketing investments, adjust your product portfolio, improve user-friendliness of your website ...
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Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’ Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” And Deborah Campbell, VP of insights at Verizon, adds, “It’s not about chasing the number (NPS), it’s about understanding what our customers want and need from us.” Unfortunately, I’ve seen many companies throw their verbatims out, do a ...
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Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers' perspective, which we also discussed   on a recent podcast . They are certainly the most critical element of your customer loyalty.  However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are. Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories Embrace that we don't choose between experiences, ...
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In my first post examining the results of Limina’s recent study on the current state of UX design practices in organizations, I discussed the alignment of the published best practices with CXPA’s CX competency framework. In my second post , I discussed the relationship between UX and CX. Next, I examined the role of design thinking in the overall design process. In my final article, I discuss the cost of design.  ---------------------------------------------------------------------------------------------------------------------------------------------------------------- Driving Change  Would you like to spend money on great upfront and ongoing ...
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  Image source: https://www.technologytimes.pk/2020/04/01/medtronic-makes-plans-for-a-ventilator-open-source Our original article is here . The number of companies willing and able to help us humans during the COVID-19 crisis is truly amazing. Ferrari Medtronic Alibaba Roche Bosch Geneyx Amazon Radlogics Dräger General Motors GE Tesla Christian Dior The German City of Pfaffenhofen an der Ilm Many more, the list is inspiring Some are supporting with resources; others are developing solutions; still others are adapting to our most urgent needs, changing and adjusting supply chain, logistics, R&D ...
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In my first post examining the results of Limina’s recent study on the current state of UX design practices in organizations, I discussed the alignment of the published best practices with CXPA’s CX competency framework. In my second post , I discussed the relationship between UX and CX. Below, I discuss the role of design thinking in the overall design process. Where does Design Thinking Fit in? Ideation, which is a key phase of Design Thinking, is a key part of the UX design process and should be shared across the organization with people from different disciplines to get a full human-centered design DVF view of possible solutions. Considered ...
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Original Article with all details was posted here . Designing a CX and EX Experience Culture: What needs to change first? Your focus in outcomes! This series of 4-5 articles, will discuss the fundamental mechanisms at play in simple and simplified (S+S) businesses that are not present yet in many organizations. You will see why these benefit customer experience, employee experience, real innovation and operational efficiencies to generate significant returns to customers and all stakeholders & shareholders. What needs to change first? Create a Simple and Simplified Experience Culture. The Transformation Process with S+S ...
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For me, Father’s Day offers a chance for a self-assessment that is more important than any workplace performance review. How am I doing as a dad? Am I helping my 4-year-old daughter become a kind, empathetic, self-assured person? Am I creating great memories for her? Am I helping her strike the right balance between play and education (not always an easy thing during these times)?  Father’s Day is also a time for reflection about my dad and the lessons he has taught me, mostly by example. If you asked him, my dad wouldn’t tell you he’s a CX practitioner—he’d tell you he is a grocery store manager. He's held the role since the early 2000s and worked in the ...
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Connect, Learn, and Share on Our Upcoming Roundtable Calls Be a source of strength for your fellow CXPA members! We've scheduled a series of roundtable calls for you to connect and build your CX support system while the world learns to overcome the many new challenges we're collectively facing. Registration is limited to ensure all who join have ample opportunity to share, so reserve your spot today. Please see below, in the Upcoming Webinars section, for dates and times you can join.  We'll all get through this together!  CX Builds Resilience ...
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Is your organization reducing customer experience funding?  Are CX leaders and staff members being let go? Is the pandemic being used as an excuse for delivering poor customer experiences? Is your online customer service experience getting better or worse?  Don’t get me wrong.  It’s imperative that organizations ensure the safety and well-being of all their employees across every function of their business during this pandemic crisis. As a result, organizations have had to quickly convert employees to remote working environments, adjust supply chains due to higher than expected demand and ensure social distancing is in place for warehouse, distribution, ...
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Rebekah Kabugo-Mugisha has driven CX in the aviation, renewable energy and telecom industries and currently serves as the customer experience manager for Uganda’s National Social Security Fund (NSSF).   She uses her skills to play a critical role in effecting change in her organization and leading the growth of the CX discipline in Uganda, where only 16% of the population uses smartphones—for now.   Rebekah says the pace of change in Uganda is accelerating—as it is everywhere--and she is determined to be ahead of the curve.   “I have been exploring different ways of delivering value to clients through digital methods because digital service ...
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View Larger Image This Image source was a courtesy of http://beinspireddigital.co.za The original article can be found here . Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first? This series of 4-5 articles, will discuss the fundamental mechanisms at play in simple and simplified (S+S) businesses that are not present yet in many organizations. You will see why these benefit customer experience, employee experience, real innovation and operational efficiencies to generate significant returns to customers and all stakeholders & shareholders. ...
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We do research called an   Emotional Signature®   that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. If the results are opposite to what they believe, then these individuals attack the methodology. This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us. As we discussed on ...
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Deep Leadership: Act Boldly to Protect Customers, Employees and Partners Image source: https://3dprintingindustry.com/news/3d-printing-community-responds-to-covid-19-and-coronavirus-resources-169143/ This article originally appeared at :  https://www.eglobalis.com/customer-experience-act-boldly-to-protect-customers-and-employees/”   Of all the changes we’ve seen over the last four or five months of this slow-motion nightmare, at least one thing has become clear. We all need security and empathy. The leaders who have shown they can listen to their communities and respond with transparency have made us feel secure and heard. So, use this crisis ...