09:39:46 From Rebekah Kabugo Mugisha : My thoughts: No matter where CXPA is; the challenges and the opportunities_ I believe it is part of its organic growth_ and the landscape is evolving; I like what how one of us put it in the comments doc by giving the example of the journey of PMP_ where it started and where it is today_ So this project is plenty timely _ and all the questions we ahem and conversations will build into where we want to see the association in the future_ 09:41:06 From Rebekah Kabugo Mugisha : To Dean’s question _ I see CX as a democratised discipline for anyone who appreciates the value_ our work as CX professionals is to help those outside this discipline see how valuable it is to all 09:44:45 From Megan Burns : Is ESG a better parallel to CX than Project Management/PMI? There are philosophical and operational considerations, convincing the C-Suite it matters, etc. 09:45:48 From Megan Burns : ESG = Environmental, Social & Governance 09:46:12 From Karyn Furstman : Reacted to "Is ESG a better para..." with πŸ‘ 09:49:15 From Greg Melia, CAE : I like that Megan - ESG is a nice parallel as well because of the way its financial impact is sustainability, public perception and a give/take on how other departments operate. 09:58:48 From Eytan Hattem : I would like also to surface the role of technology in the CX space, which has a transformative power to shape the CX profession differently with the progress of AI and Quantum Computing 09:59:37 From Olga Potaptseva : Reacted to "I would like also to..." with πŸ‘ 10:03:06 From Greg Melia, CAE : I don't want to lose the three levels: 1) building CX professional leadership speciality; 2) creating C-Suite understanding and support; and 3) spreading general knowledge and support across all employees and the general public. All three have an important place ... which first and which can we most effectively serve and advance? 10:05:54 From Eytan Hattem : I think the levels are written in the right order of priority 1-2-3. In terms of where we can most effectively serve I would say 3, 1, 2 10:08:01 From Jayalakshmi Sudarshan, CCXP : Feedback for the previous section / discussion : I do think that Change Managements as an upcoming discipline may be closer to CX . It comes down to how much of what needs to be done / implemented is a science vs an art. Yes there are models like ADKAR but how to go about building awareness is more of an art. Unlike PMP where everything from the project charters to the risk registers are already pretty much defined. 10:08:27 From Olga Potaptseva : Reacted to "Feedback for the pre..." with πŸ‘ 10:08:36 From Megan Burns : Is it a founder issue - single person - or a perception of an "inner circle"? That may not include the original founder but doesn't mean it isn't perceived as exclusionary. 10:09:35 From Lauren Feehrer : Reacted to "Feedback for the pre..." with πŸ‘ 10:11:17 From Megan Burns : Reacted to "Feedback for the pre..." with πŸ‘ 10:18:57 From Jayalakshmi Sudarshan, CCXP : Going back to Dean's question from the first section : While advocacy to the C-Suite is important, emerging as THE Voice amidst the many voices claiming to be THAT voice is a priority. 10:19:09 From Greg Melia, CAE : might we ask people to classify themselves through a choice question into tiers like CX professional; CX consultant; CX supplier; CX supporter; C-Suite leader ... and then also collect their actual title to learn how our audience is actually classified? 10:20:29 From Greg Melia, CAE to Richard Mayne(Direct Message) : Would love to hear what you are thinking! 10:20:50 From Megan Burns : Are we solving problems for individuals or organizations? Those are 2 business models. 10:21:06 From Dean West, FASAE (Northern Indiana, US) : Classification questions are easy but we'll need to clear on definitions. Good idea. 10:22:30 From Gabe Smith, CCXP : one question I'd have--how was the initiation of your org's CX program driven? Was it leadership vision? customer feedback? competitive pressure? employee advocacy? regulatory concerns? And then--who was driving change--was it the org's leadership, outside consultant, etc. mainly trying to understand if they've invested in this, why--who are they relying on to help make decisions, and what data have they used/are using to guide decisions 10:22:42 From Megan Burns : Reacted to "one question I'd hav..." with πŸ‘ 10:23:21 From Lauren Feehrer : This is the way I start the CEO conversation... digging into each of these. 10:23:28 From Greg Melia, CAE : I think Olga has a great point ... there are global needs (building CX suite understanding) and regional readiness ... for example, in markets developing CX understanding, we need the advocates from adjacent fields because the CX professionals don't yet have a large community from which to build. 10:23:59 From Barbie Fink, CCXP : Where does the function of CX sit within an organization? 10:24:11 From Rebekah Kabugo Mugisha : Reacted to "one question I'd hav..." with πŸ‘Œ 10:24:43 From Eytan Hattem : I believe it should be part of the Chief Customer Officer responsibility 10:24:56 From Jayalakshmi Sudarshan, CCXP : Agree! Credibility in regions will be built my voices outside CXPA or even CX advocating for us. 10:25:06 From Barbie Fink, CCXP : That is, how far away from the C-Suite does the function of CX sit within an organization? 10:25:41 From Megan Burns : Org structure is a lot like the way Dean described business models. They all can work, they all can fail. 10:26:40 From Jayalakshmi Sudarshan, CCXP : Barbie - I have worked in CX teams that reported into many divisions - from quality to customer support to even a LOB (BU) 10:26:44 From Lauren Feehrer : Org structure is super interesting to research. Jeb Dasteel has already done some great work here - he's up to 279 respondents - still small overall, but valuable learnings nonetheless: https://dasteelconsulting.clicdata.com/v/eIFcEBcPt0dn 10:27:01 From Barbie Fink, CCXP : The real question is about sphere of influence and ability to drive decision-making and prioritization. 10:27:24 From Eytan Hattem : To drive decision making you need to have an insider in the C-Suite 10:27:38 From Barbie Fink, CCXP : Reacted to "To drive decision ma..." with πŸ‘ 10:27:46 From Jayalakshmi Sudarshan, CCXP : A CX Co-conspirator! 10:28:03 From Rebekah Kabugo Mugisha : And that’s why CX’ing the C-Suite is a key priority 10:28:24 From Gabe Smith, CCXP : in a prior organization, a big factor in elevating our work was the happy accident of our new CEO coming from an org where CX had succeeded as a business discipline. our reporting structure never changed. 10:28:36 From Greg Melia, CAE : I think Dean meant Gabe ... 10:28:40 From Jayalakshmi Sudarshan, CCXP : Reacted to "in a prior organizat..." with πŸ‘ 10:28:48 From Sylvia Gonner, CAE : Reacted to "I think Dean meant G..." with πŸ˜‚ 10:28:57 From Lauren Feehrer : Reacted to "I think Dean meant G..." with πŸ˜‚ 10:29:24 From Eytan Hattem : Replying to "Org structure is sup..." I would differentiate between how the org is structured today and how ideally we should structure it so we can identify the gaps 10:31:22 From Jayalakshmi Sudarshan, CCXP : Don't we have another 30 mins before we wrap up? 10:33:16 From Sylvia Gonner, CAE : The meeting was scheduled for 2h but the discussion has proven very fruitful allowing us to give you back some of your time. If you have additional input or questions, do not hesitate to share them. 10:33:22 From Jayalakshmi Sudarshan, CCXP : Reacted to "The meeting was sche..." with πŸ‘ 10:33:29 From Rebekah Kabugo Mugisha : Reacted to "The meeting was sche..." with πŸ‘Œ 10:33:41 From Jayalakshmi Sudarshan, CCXP : Thank you for giving us time back πŸ™‚ 10:33:44 From Megan Burns : Thank you SO much!