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Next Generation Perspectives on CX, Diversity and Inclusion

So, it opened a new insight for me ... not just that NPS is an imprecise instrument, but a reminder that there is a great diversity of customer needs – and if we want to be truly inclusive, we need to be aware and provide both options and information

Mr. Greg Melia,CAE's profile image

Blog Entry
Our Continued Diversity and Inclusion Journey: Latest Actions

Diversity and inclusion (D&I) are a top priority for CXPA, and we hear that we can do better

Mr. Greg Melia,CAE's profile image

Blog Entry
By Member, For Member: We Need Volunteers!

Today we are announcing the availability of three new committee service opportunities: Diversity Advancement Committee - This year-long committee, which will meet virtually and conduct its work via online communication, will serve as a resource to the CXPA Board and CEO on diversity-related issues, make suggestions for diversity-related content, and review the state of CXPA’s diversity program. Those with D&I experience, who have not previously volunteered with CXPA, or will bring diversity to the committee are especially encouraged to apply by August 28

Mr. Greg Melia,CAE's profile image

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1 Year Later--CXPA Members and Staff Check in on their Diversity, Equity, and Inclusion Journey Progress

Like others, CXPA members and the CXPA have undertaken personal and organizational diversity, equity, and inclusion journeys

Angeleen Rohda,CCXP's profile image

Blog Entry
Congratulations & Thanks to These CX Leaders

CA United States Olga Budieri, CCXP, Aramex International Limited, Amman, Jordan Alec Dalton, Marriott International, VA United States Ashima Bhagat, Individual Consultant, Delhi, India Georges Marcellin Essama Babissakana, CAMEROON TELECOMUNICATIONS, Cameroon Almohannad Alsbeai, Shawarmer, RIYADH, Saudi Arabi Marissa Gonzalez, CCXP, Princeton University, NJ, United States Sue Duris, M4 Communications, Puttenham, United Kingdom Victoria Matthews, CCXP, SEMA4 Consulting Ltd, London, United Kingdom Larry Leung, Transformidy, Toronto, Canada Continuing service: Ankesh Agarwal Shelly Chandler, CCXP Crystal Collier Alicia Freites Scott Gilbey, CCXP Julie Heckscher Sheila Knight-Fields, CCXP Esther Mustow Nicole Newton, CCXP Anita Siassios, CCXP Stephanie Thum, CCXP Jennifer Wright, CCXP Diversity, equity, inclusion, and welcoming environment workgroups In support of living our core values of valuing diversity and being a welcoming community, we have several opportunities for you to participate in this important work to ensure a welcoming environment with opportunity for all

Mr. Greg Melia,CAE's profile image

Blog Entry
Inclusive CX: Connect Direct Improves CX for Deaf Customers

For the more than two million deaf individuals living in the United States alone, a great customer experience is hard to come by. As VP of Strategy and Development for Communication Service for the Deaf (CSD) and its Connect Direct business line, Craig Radford aims to change that, one...

Gabe Smith,CCXP's profile image

Blog Entry
More than Able: How Pearl Interactive Network Taps Traditionally Underemployed Workers to Drive Its Contact Center Business Growth

July 26, 2020 marked the 30 th anniversary of the Americans With Disabilities Act. While the ADA and related legislation have contributed to significant progress in access and inclusion, job seekers with disabilities are still twice as likely to be unemployed. Research by the Society for Human...

Gabe Smith,CCXP's profile image

Blog Entry
The Customer Experience of Civil Rights

As a child of the 60’s, my childhood was shaped by three national phenomena: the fascination of NASA and its televised liftoffs and landings, the charisma of the Kennedy’s, and the seismic cultural shift of the Civil Rights movement. I’d visited NASA and JFK’s gravesite. A recent trip to Alabama...

Patrick Dawson's profile image

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Former NFL Coach Daron Roberts Shares the Playbook for Developing Empathetic Leaders

Daron Roberts has a mantra that he preaches to his organizational clients and his social media followers: “Stay in the deep end.” The connotation is simple—life’s deep end can be scary, but that’s where growth and change happens. But, as Daron knows, simple to understand does not equal...

Gabe Smith,CCXP's profile image