Rochester, NY CXPA Network

Whether you're a CX practitioner, Team Lead, Supervisor or Manager, we all can benefit from good coaching. This month, Michele Gennarino, Director of CX at Greenlight Networks, will share her insights and experience into performance coaching that will benefit you no matter what side of the coaching relationship you're on.

So, if you're looking to get the most out of a coaching relationship or just get some great tips on coaching or being coached in the CX space, then join the Rochester Network Wednesday, August 31st (8:00am – 9:00am) onsite at Greenlight Networks and online via Zoom. We may even have time for a mini-tour of Greenlight Network's facilities after the discussion. Registration is required for this event and will close Monday, August 29th at 5:00pm.

IMPORTANT NOTE: There are no longer COVID restrictions at Greenlight Networks, but visitors have the choice of wearing a mask or not – they are not required! We plan to provide an online experience via Zoom for those that are uncomfortable or unable to join us onsite. Registration is required for both onsite and online attendance.  Free parking is available for this event.

Agenda:

• 7:45am – 8:00am Guest arrival
• 8:00am – 8:15am Breakfast snacks/beverages and networking
• 8:20am – 9:00am Performance Coaching for the CX Professional discussion, questions and closing remarks

NOTE: details for joining the onsite or online event will be sent to you by email after registering.

Below is content from the latest episode of CX Leader Podcast (July 26, 2022) which announces the long-awaited CX Book of Knowledge that will be available on CX Day this year (Oct. 4th). Paid CXPA Members will receive a free download of this invaluable resource as a CXPA benefit. So, check out the podcast and learn more about this new resource coming to CX professionals this fall.

"Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve Walker welcomes Heather Gillbanks, CCXP and Director and Customer Experience & Customer Center of Excellence Lead at Cornerstone Building Brands, for a discussion on how she lead the effort to create this resources for CX pros."

If you don't currently subscribe, check out the CX Leader Podcast: https://cxleaderpodcast.com/tag/cxpa/

For those that missed our July 27^th Network meeting at Excellus BCBS, we had a great presentation from Victoria Stavrevsky, Customer Experience Manager at Excellus BCBS, on building a CX culture with the CX Champions program. We had 11 attendees from 7 different companies attending (15 registered for the event). 

If you weren’t able to join us, click the link below to watch the presentation with Q&A (35-minutes). To access video enter passcode: =36+tW2L 

Topics discussed in the video include:

• Overview of CX Champions Program at Excellus BCBS
• CX Guiding Principles
• Understanding the Voice of the Customer (VOC)
• Customer personas and journeys
• Defining member touchpoints
• Journey mapping vs. Human Centered Design methods 

CXPA Upcoming Events/Meetings:

• Rochester Network Volunteers’ Meeting – the week of August 8th (TBD)
• August Network Meeting – Wednesday, August 31^st (8am – 9am)
• Rochester Network “Meetups” – coming soon (before/after work)
• CX Day: CX Drives Success – Tuesday, October 4^th 

Looking forward to seeing you all in August!

Jason Hammel
Lead, CXPA Rochester Network