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Blog Entry
Online CX Learning Opportunities in June

As the calendar turns to June, many businesses in some parts of the world are beginning to re-open (ICYMI, check out Nancy Ortenburg, CCXP, and her advice on CX considerations for re-opening a property—it’s tip #17 on our new page CXBuildsResilience.com ). And yet, many are still understandably...

Gabe Smith,CCXP's profile image

Blog Entry
The 'Experience' of Customer Experience Design

This article first appeared at https://www.linkedin.com/pulse/experience-customer-amy-shioji-ccxp/ As I’ve settled into a new customer experience (CX) role over the last year, I’ve thought a bit about my CX journey and the way organizations often react to introducing CX into the corporate...

Amy Shioji,CCXP's profile image

Library Entry
Key Findings of the Motivator Insights Assessment Correlated to Critical Organizational Performance Metrics

Companies outperform the competition when their employees believe in the organization’s mission and can see that their own work contributes to the organization’s success. Building – and maintaining – an environment in which employees feel inspired to work hard and make a long-term commitment to...

Cravety Position Paper-Driving Critical KPI's.pdf


Blog Entry
CXPA Roundup: Online Learning Opportunities for CX Pros

It’s been six weeks since CXPA announced the postponement of Global Insight Exchange. In what seemed like an instant, I went from lining up an incredible array of Global CX leaders to speak and lead workshops at an amazing destination…to wondering how to keep my overgrown hair under control and...


Blog Entry
The Power of Self-Reflection: CX Executive Search Leader Chris Rios Shares Advice on Managing Your Career in Turbulent Times

The COVID-19 pandemic has wreaked global havoc on businesses. CX professionals are seeking to better understand how they can manage their career through these uncertainties. I spoke with Chris Rios , Founding Partner at Blue Rock Search , to get his thoughts. A Time to Step Up—and a Time...

Gabe Smith,CCXP's profile image

Blog Entry
Inspired CX—The Provider Community Takes Care of Customers, Staff, and Community During Crisis

This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility. Recently, I wrote about how CX practitioners are...

Gabe Smith,CCXP's profile image

Blog Entry
The Storyteller: Andrea Krohnberg, CCXP Helps Organizations Achieve Customer-Centricity

The Early Days—Flipping Marketing on its Head For as long as she can remember, Andrea Krohnberg, CCXP , has been fascinated with understanding why people make the decisions that they do. She found herself intrigued by the science that underpins how companies discover the people who needed...

Gabe Smith,CCXP's profile image

Blog Entry
CXPA Fires Up “The CXPA Engine,” A Smart Newsletter to Drive Your CX Forward

Raising the Bar Our CXPA team began 2020 with a compelling goal—to create and curate content that connects CX professionals around the world and empowers them to overcome obstacles and drive customer-focused change within their organizations. As a by-member, for-member association, CXPA...

Gabe Smith,CCXP's profile image

Blog Entry
Why Taking a Boy Scout Approach to CX Career Development Has Merit: Brad Smith’s Story

Hearing about Brad Smith’s career is like watching a Boy Scout collect merit badges—methodical, diverse, and determined. He started young with his first patch: an entrepreneurism badge, working at an aviation flight school in college and, by age 22, running the place with oversight of 17...

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Blog Entry
“There’s No Such Thing as ‘Too New:’” Charlotte Reel and Karl Sharicz on Their CX Mentoring Relationship

Merriam Webster defines a mentor as “a trusted counselor or guide.” For Karl Sharicz, CCXP, the definition rings true. For Karl, the Founder & CEO of HorizonCX, LLC, there is never complete mastery—especially in a discipline as vast as CX--only experience to be shared and guidance offered. ...

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