See the nominees for the 2024 CXPA Board of Directors. Members, cast your vote by 12/8.
We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in...
On CX Day, Gabe Smith, CCXP sat down with Tom Shimko, one of the authors of CXPA’s latest publication: “Effective Collaboration Between CX and Business Improvement: A Guide to Strengthening CX Together.” Tom shared his perspectives on the publication, and the critical nature of CX and BI...
In a recent CXPA and Glassbox livestream, Gabe Smith, CCXP , was joined by Glassbox’s Greg Dowling , Global Director of Business Insights. Their discussion centered around the challenges CX leaders face, the role of data in decision-making, leveraging technology for collaboration, and the...
I’ve written before about how astonishing it is that some brands seem to be actively trying to alienate their Customers with obvious slights like specifically using the words “Do Not Reply” for the actual name of the mailbox when communicating. It’s as though someone asked a...
I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me. I’m not sure if she appreciated that I was being honest and sincere in my...
The following article originally appeared on MyCustomer.com What is the definition of success for colleagues in other departments, and how can customer experience professionals help them succeed? Why does working in CX sometimes feel like a thankless task? We bust a gut to...
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely...
"What's the business value of empathy?" The search for the answer to this question was at the heart of a recent research collaboration among CXPA, Alida, and Kerry Bodine. A quick Google search for the phrase "empathy in CX," reveals 605,000 results, most of which advance popular truisms...
I listen to a wide variety of podcasts...I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. Anyway.) In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t...
This post originally appeared on M4 Communications: https://m4comm.com/why-empathy-is-important-and-how-to-build-it-in-your-organization/ Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with...
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