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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Last Chance: 2022 Impact Awards Nominate Now CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. Is there an individual on your CX team or at your organization that deserves recognition? We are now accepting nominations in the following categories: Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Nomination Deadline: Monday, August 15th - Learn more here CXPA ...
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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, WNS. Established in 1996, WNS now has more than 55,000 employees across 14 countries in five continents. It serves 400+ companies through 55 delivery centers. Beginning as a dedicated service unit for British Airways, WNS has expanded to serve banking and financial services; ...
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Why resiliency, responsiveness and agility are more important than ever for leaders and the companies they work for We’re midway through yet another topsy-turvy year. Or two. Or…actually…at this point it doesn’t matter how long it’s been. Because while looking behind us can be informative, looking ahead is how we successfully navigate what’s coming at us. We know that (as with most things these days), the near future will be different from our recent past. And while we can't predict what it will look like, we can hypothesize. Because when it comes to your customers and employees, there are many… many data points and trend indicators to help ...
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This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX. There’s a lot of negativity out there, and I’m even a big fan of learning from our (and others’!) bad CX practices. You’ll notice I don’t name names when I write about poor CX, but here it’s the opposite and I endeavor to highlight those who get it right. Today’s entry is Schlage locks . You’re likely familiar with this ubiquitous brand, and may even have a lock or two of theirs in your home. This story with them actually goes back quite a ways and it occurred to me recently because I was in ...
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New EX White Paper - https://inmoment.com/ resource/improving-employee- customer-experience/ EX Maturity Path Post - https://inmoment.com/blog/ employee-experience-maturity- path/ Employee Commitment POV - https://inmoment.com/ resource/employee-commitment- employee-experience/ Set of Employee Landscape Posts - https://inmoment.com/blog/ 11-articles-todays-employee- experience-landscape/ i Set of Employee-Brand Relationship and Linkage Posts - https://inmoment.com/blog/ linking-cx-and-ex-with-brand/
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How much is a chronic customer issue costing your firm? How would you like to stop those costs? When you do, you can re-allocate those previously perpetually dedicated resources to covering today’s rising costs — instead of passing along those costs to customers in one way or another. By doing this, you can generate ongoing value both to customers and to your company. Chief Customer Officers, along with your senior leadership team, you have the power to stop skimpflation and shrinkflation, which are cost-containment efforts in response to inflation, talent and supply chain shortages, and operational inefficiencies . With these changes in products’ and ...
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Download 2022 CX Day Theme Graphics The CX Day theme this year is CX Drives Success . The theme spotlights how customer experience strategy powers better results for consumers, employees, organizations, and the world. Customer experience is the perception that customers have of an organization - one that is formed based on interactions across all touchpoints, people, and technology over time. CX Day graphics to amplify this theme are now available, please see graphics and download them here . We can't wait to celebrate with you on CX Day Tuesday, October 4, 2022! 2022 Impact Awards to Recognize CX Contributions ...
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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 Beverly Peeling , Director Customer Experience & Digital Design, Equifax Vaibhav Pant , Product Information Strategy and Management, Philip Morris International Mohamad El- Hinnawi , CCXP , Partner – Experience Consulting, PwC Middle East Danielle Wipperfurth, CCXP , Director, Customer Experience, Walgreens Salena Scardina , Executive Vice President – External Engagement, Indiana Economic Development Corporation Second Row, L-R Dana Macek , Solutions ...
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The "Product Returns” is a subject which retailers feel agitated about mainly because of the huge costs atatched to it. As per a study the cost of a return is approximately 17% or more of the prime cost, 72% of which is due to the costs associated with handling and logistics. Whether the retailers like it or not; the fact remains that returns are an unavoidable part of the retail business. Returns tend to be higher in the online segment due to reasons known to us. A survey by NRF conducted in 2021 found that in USA alone, on an average, retailers expect to receive returns upto over $761B worth of merchandise. Majority of the returns are from product categories ...
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Now Open! 2022 Impact Awards CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. Is there an individual on your CX team or at your organization that deserves recognition? We are now accepting nominations in the following categories: Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Judge Applications Deadline: Sunday, August 7th - Learn more here Nomination Deadline: Monday, August 15th ...

Is it loyalty?

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I’ve been with a certain service provider for about 20 years now. It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head. Sometimes you stay because it’s the only game in town (you can likely consider your cable company for this example). Sometimes you stay out of a sense of laziness (are you a Coke person or a Pepsi person?). But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’. It's kind of a weird thing to think about: loyalty to a brand. Don’t get me wrong, I have my favorite brand of vodka (I have two , in fact...one for mixing, and one for martinis), my go-to coffee, ...
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Now Open! 2022 Impact Awards CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. Is there an individual on your CX team or at your organization that deserves recognition? We are now accepting nominations in the following categories: Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Application Deadline: Monday, August 15th Learn more here 2022 CX Innovation ...
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Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your products, services and employees. This knowledge is essential for creating great customer experiences. Unfortunately, many businesses don’t prioritize formal listening to their customers. In fact, recent HubSpot research shows that 42% of businesses don’t even survey their customers or collect feedback. And of those that do, many don’t take action on what they learn. With today’s business focus on being more customer-centric (and delivering better customer experiences as a result) your customers’ voices have never been more ...
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Would love to share my CCXP journey and some insights for aspiring CCXPs It took me nearly 5 months to crack the exam with 2 months of intermittent breaks from study. As I prefer self-study over training providers, it's a personal call for anyone to take. There are 100 questions (3 Hours), where you need to answer 80 correct questions for the passing mark. CX Competencies Customer Insights and Understanding (22%) Customer Experience Strategy (20%) Metrics, Measurements, and ROI (20%) Design, Implementation, and Innovation (19%) Culture and Accountability (19%) Started my CCXP prep with the quintessential i.e. ...
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“Return to normal” CX strategies are business performance quicksand. So much has changed in success criteria for employees and customers! Forrester's 2022 CX Index reports a return to early 2020 CX quality levels, reversing 2021 gains. In fact, 20% of brands have lower CX quality now than a year ago. Furthermore, only 3% of companies are customer-obsessed, reduced from 10% in 2021. (96,000+ US consumers rated 221 brands in 13 industries.) Practices deemed sufficient before the global pandemic are now insufficient. For today’s circumstances, popular CX strategies of yesteryear are broken or outdated. In the 2010s, CX strategies were shaped ...
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CXPA's 2022 Innovation Awards have come to a close, and a panel of global judges has chosen one global winner: Congratulations to CRC Companies! During the course of the pandemic, CRC, a real estate company, was faced with the challenge that the vast majority of its maintenance and leasing services were handled by a third-party property manager, meaning that the company had no direct relationship with most of its customers. They embarked on an ambitious, multi-year transformation project--called CRCX--to measure their current experience, engage their own and third-party staff in becoming a customer-centric culture, and create new and better ...
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2022 Impact Awards: Judges Applications Open CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. CXPA is seeking judges for each of the three preceding categories. Impact within an organization. Impact on the CX profession. mpact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Application Deadline: Sunday, August 7th Learn more here On the Move : June 2022 Want us to celebrate your career accomplishment? We want to hear from ...
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How many times have you had an issue in a restaurant with service, a cold meal or an incorrect charge? It happens, as it does in many industries. I’ve had my share of less than desirable experiences at restaurants. When it happens, I’m frequently offered a free dessert. I’ve often wondered why after failing to deliver an acceptable dinner experience, a restaurant management’s response is “give them a free dessert”. Really? Is that the best service recovery strategy they could come up with? A $100 meal (probably more these days) is a disaster and in return, I get an $8 free dessert. Hardly seems equitable to me. I have had restaurants compensate the entire ...
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What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently. We’d done some great work in the past and the CEO called just to check in and catch up. His was a pretty specific question, but the general applicability is something that I thought was valuable so I’ll share some broad-brush observations here. The question centers mostly on prioritization. Some people want to set ‘the sky as the limit’ when it comes to delivering for their Customers, especially as pertains to their Brand Promise. And keep in mind, if you’re getting CX right , that Brand Alignment is at the heart of your efforts. ...
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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: Top Row, L-R David Kutas , Senior Director, Client Solutions, UVA Darden Executive Education & Lifelong Learning Musa Hanhan , CCXP, VP of Product Management – Customer & Employee Experience, Korn Ferry Lourdes Calderon , Customer Experience Senior Manager, DiDi Kimberly Burklow , Voice of the Customer Analyst, Sage Saari Gardner , CCXP, Vice President, Advisory and Managed Services, Walker Information Middle Row, L-R Elena Rozanova , CCXP, ...