CXPA Member Blog

What's More Important Than the ROI of CX

By Mark Slatin CCXP posted 5 hours ago

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What's more important than the ROI of CX? “Harvard Business School professor Gerald Zaltman says that 95 percent of our purchase decision making takes place in the subconscious mind.” Recently I wrote about the importance the CX leader’s need to demonstrate the ROI of CX to the C-Suite. To be more accurate, it’s more about telling the story about the VALUE than calculating the ROI. Here’s why: ROI is a mathematical equation (ROI = Net income / Cost of investment x 100.). If I spent X on something, what did I get back for my investment. In theory, the C-Suite evaluates initiatives based on their comparative ROI. It's devoid of emotion...and ...

Advancing CX Across the Globe: Meet Our Regional Leaders

By Nicole DuMont posted 4 days ago

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In 2022, CXPA established Regional Leadership Councils to help us better understand and serve the CX community worldwide. Today, we are excited to announce the appointment of the 2023 Regional Councils and the dedicated individuals that will lead each group. These individuals bring a wealth of experience and skills to the organization and will play a critical role in helping us achieve our goals. The following individuals will serve as 2023 Regional Council Leaders: Africa: Georges Essama Asia: Pranav Kumar Canada: Catherine Gauthier, CCXP and Larry Leung Europe: Ana Iorga Latin America & the Caribbean: ...

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

By Jennifer Baker posted 4 days ago

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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 Daphne Earley , Lead, Next Best Action Offering, IQVIA Erin Wallace, CCXP , Commercial Director, NPSx, Bain & Company F. Sehnaz Tugasaygi , Müşteri İlişkileri Yönetimi ve Stratejik Planlama Direktörü, Ayaydin-Miroglio Group Rafael Teixeira , Head of Solutions – Latin American & The Caribbean, Qualtrics Drew Herget , Customer Experience Analyst, American Modern Insurance Group Second Row, L-R Monica Ford , Director ...

CXPA Need to Know for the Week of Febuary 6

By Joy Wedge posted 5 days ago

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CXPA Welcomes Our Newest Silver Sponsor CXPA sponsors are industry-leading companies committed to helping CX professionals develop and deliver better customer experiences. In addition to providing services and products leveraged by customer-centric organizations, these organizations also support the advancement of the customer experience field through their investment in CXPA. CXPA is proud to welcome our newest Silver Sponsor, McorpCX. Established in 2002, McorpCX is a leading customer experience services company delivering consulting and technology solutions to customer-centric organizations. Le a rn More Here ...

I told the agent I was sorry

By Nicholas Zeisler CCXP posted 7 days ago

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I was on the phone with an agent on a support line the other day and I told her that I was sorry. No, I didn’t apologize... I’d done nothing wrong... Yes, I was upset, I was disappointed, I was frustrated. But I’d treated the agent with the utmost respect and courtesy and didn’t take it out on her. Such is the subtle difference between saying ‘Sorry,’ and apologizing . You can be sorry for someone’s circumstances for which you have no responsibility. On the other hand, you should apologize if you do something wrong. In this case, it was the former, not the latter. So I did tell her that I was sorry... I was sorry ...

CX and Finance: New Book Shows the Power of Tight Collaboration Between Departments

By Georges Marcellin Essama Babissakana posted 11 days ago

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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 core assets for CX professionals, Money is a core asset for the finance team. CXPA's new book "Effective Collaboration Between CX and Finance: A Guide to Strengthening CX Together," is a welcomed initiative (and is available for free online reading to CXPA members). Because CX is a team sport, CX professionals should make sure that the Finance ...

CXPA Need to Know for the Week of January 30

By Joy Wedge posted 12 days ago

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CXPA's Book of Knowledge Decodes the Alphabet Soup of CX KPIs Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing success of your CX program. But – for many of us – the various acronyms and definitions can feel like alphabet soup either for ourselves, or when communicating with stakeholders or leaders who are less familiar with the intricacies of CX. Read More Here Earn the ...

CXPA's Strategy--A Message from the Board Leadership

By CXPA Admin posted 18 days ago

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As we welcome 2023, we wanted to share some more information about CXPA's strategic direction, and help you understand the ways in which we are working to deliver more value to CXPA members from around the world. The two most important words on CXPA's strategic framework represent an organizing principle: CX Professionalism. The Board is energized about this commitment and our key strategies supporting it, which we see as pivotal in advancing the CX profession to the next level. Here are some things that we want you to know: With the help of our sponsors , we will continue our Emergency Fund program to cover the costs of membership and CCXP renewal ...

CXPA Need to Know for the Week of January 23

By Joy Wedge posted 19 days ago

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Earn the CCXP in 2023 Is earning the CCXP a focus in 2023? The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. If you seek to earn the CCXP , chances are you will consider taking a professional course. By choosing a CXPA Recognized Training Provider you can be assured that CXPA has evaluated the training curriculum to confirm that it aligns with our CX Knowledge Domains and that the course instructors hold the professional credentials expected of quality trainers. Learn more here . CXPA's ...

If you're explaining, you're losing

By Nicholas Zeisler CCXP posted 21 days ago

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The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely people are to agree with you, and more quickly. If all it takes to come to your conclusion is along the lines of: ‘Well, here’s the fact, therefore, here’s the conclusion,’ you’re likely to win lots of people over to your way of thinking on a topic. There’s a corollary that goes, if you can’t explain it simply, you don’t know it thoroughly enough. As such, conversely, ...

CXPA's Book of Knowledge Decodes the Alphabet Soup of CX KPIs

By Aubrey Macklin CCXP posted 26 days ago

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Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing success of your CX program. But – for many of us – the various acronyms and definitions can feel like alphabet soup either for ourselves, or when communicating with stakeholders or leaders who are less familiar with the intricacies of CX. The good news is that CXPA has recently released a comprehensive guide called the Book of Knowledge that helps us make sense of it ...

CXPA Need to Know for the Week of January 16th

By Joy Wedge posted 26 days ago

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CXPA Headquarters Holiday Closure In honor of Martin Luther King Jr. Day, CXPA Headquarters is closed on Monday, Jan 16, 2022. New CXPA and Heart of the Customer Study CXPA is partnering with Heart of the Customer on new research to understand how the best CX programs are structured. Want to learn more about how you can get involved? Click here . CXPA Celebrates Your Career Success: December 2022 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: ...

Do You Manage CX Metrics Like Concentric Circles?

By Lynn Hunsaker CCXP posted 27 days ago

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Why are customer experience metrics our Number 1 challenge, year after year? When you understand how experience management metrics build upon one another, you can clearly see where you should focus. Like concentric circles, or a Russian doll , start with Earnings per Share and work backward. Customers' expectations are established by what's done in Marketing and Sales. This starts with identifying your Ideal Customer Profile, emphasizing acquisition of ideal customers, and setting realistic expectations. If any of these factors is weak, you're not set up for efficient and effective CXM. Costs to Serve include delivering ...

CXPA Need to Know for the Week of January 9th

By Joy Wedge posted 01-05-2023

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New CXPA and Heart of the Customer Study CXPA is partnering with Heart of the Customer on new research to understand how the best CX programs are structured. Want to learn more about how you can get involved? Click here . ICYMI - CXPA Member Workshop: The CX Pro as a Change Agent This workshop with Mark Slatin, CCXP will help CX leaders who wear a lot of hats... one hat that rarely gets attention is CHANGE AGENT. Check out the reply of this hands-on, interactive session, that equips CX leaders with a customized framework of how to lead change, which could be THE most critical skill to drive success. ...

On the Move--Celebrating Your Career Successes in December 2022

By Jennifer Baker posted 01-05-2023

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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 Jeff Phillips , Senior Manager, CX and Service, American Medical Association Sarah Tarraf , Senior Vice President, Client Growth, Rocket Central Jacob Shields , Director of Customer Experience & Technology, DojoNetworks Tallis Boyd , Senior Director, Consumer Pharmacy Experience, United Healthcare Matt Holmes , Senior Customer Success Manager, ServiceNow Second Row, L-R Sydney Vandorpe , Functional Consultant Digital CX, delaware BeLux ...

A New Year Has Arrived!

By Gabe Smith CCXP posted 01-04-2023

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As you enter 2023, we hope that your resolutions to advance CX within your organization, deliver more value for your customers and clients, and advance your career are realized. CXPA is here to support you throughout 2023. Here are a few ways CXPA and our partners can help support CX resolutions: Deepening Your CX Knowledge – Three months ago CXPA published the CX Book of Knowledge and the Effective Collaboration monograph series , which provide valuable insights and guidance for CX professionals to kick off the new year and achieve better collaboration and business outcomes throughout the year. CXPA members can read these books for free online at http://www.cxbookstore.com ...

A Peek Inside the CXPA CX Book of Knowledge: Experience Design, Improvement, & Innovation

By Thomai Voziki posted 01-04-2023

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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. In this blog post, I will give you a glimpse into one of the book’s sections as it highlights the importance of Experience Design and Innovation in CX and examines how and what we can do to bring value and profit to our business. The role of Design and Innovation in CX Customer Experience and Experience Design are interconnected since there is a need for empathizing, planning, and implementing ...

Walk in other shoes also

By Nicholas Zeisler CCXP posted 01-04-2023

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If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes . It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand and your processes. It can be tricky sometimes to get out of your own head (you understand, from the back end, after all, how your systems work, so that perspective is hard to shed completely), but getting out there and experiencing things the same way your Customers do is invaluable. It occurred to me the other day how important it can be to view things ...

CXPA Need to Know for the Week of January 2nd

By Joy Wedge posted 12-29-2022

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Holiday Office Closure CXPA Headquarters are closed on the below dates in observance of the upcoming holidays. Friday, December 30 offices close at 2pm ET and offices are closed Monday, January 2 Welcome CXPA 2023 Officer s a nd New Director s CXPA is proud to announce our new 2023 officers and board members. Please connect with the s e leader s through our member directory. Tabitha Dunn, CCXP, CXPA Chair , Hitachi Amy Shioji, CCXP, CXPA Vice Ch a ir, S trategic Education Roxana (Roxie) Strohmenger , ...

CXPA Members Reflect on 3 Key Questions: Insights from End-of-Year Networking Event

By Gabe Smith CCXP posted 12-22-2022

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On Tuesday, December 20 th , CXPA members from around the world convened for CXPA Connections 2022, a live networking event that offered members the opportunity to share reflections on 2022, top CX priorities in 2023, and key pieces of advice with their CX peers in small-group breakout rooms. “In one hour, I got to meet 10 new CCXPs from around the world, get advice for my business challenges, and feel ready for the new year,” said Suzanne Olson, CCXP . In addition to the networking elements, the event offers members an on-demand first-look at CXPA’s plans for 2023 and reflections on the past year through video conversations with 2023 Chair Tabitha ...