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Blog Entry
CXPA Need to Know for the Week of January 25th

Are you passionate about CX in Higher Ed? The CXPA launched a community initiative to develop a list of all institutions of higher learning that offer Customer Experience programs, courses, certificates, or degrees. The first phase in this project relies on the...

Joy Wedge's profile image

Event
CXPA Livestream: Beyond Service - Using Empathy to Improve CX

"Empathy" is a key part of creating a better experience for customers, yet many still think of it only as it relates to customer service. How is empathy important to other aspects of CX, like experience design and customer communications? Can empathy be taught? And can barriers to empathy be...

 01-27-2021 | 02:00 PM - 03:00 PM ET


Blog Entry
From Ship to Shore—Patricia Sanchez-Diaz, CCXP, Shares her CX Evolution

Starting out—watching the ships As a young girl growing up in the African town of Ceuta off the Strait of Gibraltar, Patricia Sanchez-Diaz, CCXP, became fascinated with global trade. From the window of her home or the comfort of the local beach, it was hard to miss the massive ships she...

Gabe Smith,CCXP's profile image

Blog Entry
How to create a customer-friendly curbside pickup experience

The phrase “kicking someone to the curb” usually means you’re so frustrated with the person in question that you don’t even want them on your property. While the pandemic has kicked pretty much all customers there now, it never seemed to occur to anyone that the curb could be a place you’d...

Mr. Shane Schick's profile image

Blog Entry
Introducing “On the Move,” a Celebration of Your Career Success

You may have heard that CXPA has a new mission and vision , and that we aim to be a professional association that supports and celebrates the professional growth of its members throughout their entire career. In support of this mission, we’re introducing “On the Move,” a new initiative to...

Gabe Smith,CCXP's profile image

Blog Entry
Stay Connected in 2021

Happy New Year, everyone, and welcome to 2021! In line with the mission statement CXPA developed towards the end of 2020--“We support CX professionals to share, learn, inspire, and grow throughout their entire career,”--I am excited about the year ahead and our future together. I hope you are,...

Barbie Fink,CCXP's profile image

Blog Entry
CXPA Need to Know for the Week of January 18th

2021 New Board Members and Officers CXPA is excited to welcome new board members and officers for 2021. We are proud to be led by a Board of Directors drawn from leading organizations across the globe, including 2021 Officers and newly elected Board members: New 2021...

Joy Wedge's profile image

Blog Entry
Reflections on the Causes of Lousy Customer Experiences

These days, it’s hard to find a company that doesn’t say it competes on customer experience. At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the...

Howard Lax's profile image

Blog Entry
Why the 'just keep it' return policy may not help your CX in the long run

When companies say things like, “Satisfaction guaranteed, or your money back!” we all know there’s still one extra cost: whatever it takes to return the product for an exchange, refund or store credit. In some cases, especially recently, that cost has involved shipping the product back to...

Mr. Shane Schick's profile image

Blog Entry
CXPA Need to Know for the Week of January 11th

Are you passionate about CX in Higher Ed? The Customer Experience Professionals Association has launched a community initiative to develop a list of all institutions of higher learning that offer Customer Experience programs, courses, certificates or degrees....

Joy Wedge's profile image