Here are some of my observations from the data (and/or different ways to present the data):
· Members are more likely than non-members to:
o see "Public Awareness of CX Career Paths: Highlighting career opportunities in CX." as an important job for CXPA to do.
o Expect CXPA to focus on "Facilitating Industry Consensus: Building consensus on CX issues or trends."
· Non-members are more likely than members to see the following as key jobs for CXPA:
o "Global CX Case Studies: Sharing CX case studies from various industries and regions."
o "CX Innovation Incubator: Nurturing new CX ideas and innovations."
· Those outside the US are more likely to see a job for CXPA as being:
o Global CX Case Studies: Sharing CX case studies from various industries and regions.
o Global CX Advocacy: Promoting CX globally.
o Cultural and Regional CX Integration: Investigating different cultural perspectives on CX.
o Influencing Policy and Regulation: Engaging with policymakers for CX recognition.
· Respondents from organizations in the developing stage of maturity are generally more satisfied; whereas those who have report organizational mastery are generally less satisfied.
· Seven priorities garnered majority support as most critical jobs for CXPA:
1. Develop CX Success Stories: Researching and sharing effective CX case studies. (66%)
2. Promoting CX Standards: Advocating for CX standards and best practices. (62%)
3. CX Impact Analysis: Analyzing the business impact of CX strategies. (60%)
4. Host programs designed to increase CX understanding for CEOs and C-Suite Leaders (54%)
5. Influencing CEOs/C-Suite: Communicating value of CX to senior leadership. (53%)
6. Showcase CX Innovations within Business Conferences: Increase understanding of CX among non-CX professionals by participating in conferences of other industries. (53%)
7. Research and Thought Leadership Hub: Providing insights for future CX directions. (53%)
· Fourteen potential areas of focus failed to reach the 30% mark as a "most critical job" for CXPA. (Note, however, that these activities were important to a segment of respondents)
1. Global CX Advocacy: Promoting CX globally. (29%)
2. Certification Support: Providing CX professionals with clear pathways to earning certification of their CX expertise. (28%)
3. Cross-Industry CX Benchmarking: Comparing CX strategies across industries. (28%
4. Cultural Influence on CX: Exploring how culture affects customer experience. (25%)
5. Online Education: Providing access to real-time or on-demand virtual training. (24%)
6. Facilitating Industry Consensus: Building consensus on CX issues or trends. (20%)
7. Public Awareness of CX Career Paths: Highlighting career opportunities in CX. (19%)
8. In-person CX Conferences: Supporting formal meetings for education, inspiration, and connection. (19%)
9. Mentorship Programs: Facilitating mentorship for CX professionals. (18%) (may be higher among those less satisfied)
10. Neutral Platform for Dialogue: Offering a platform for CX discussions. (16%)
11. Cultural and Regional CX Integration: Investigating different cultural perspectives on CX. (16%)
12. Industry Collaboration for Education: Partnering with academia for CX education. (14%)
13. Public Relations and Media Outreach: Promoting CX in media. (14%)
14. Influencing Policy and Regulation: Engaging with policymakers for CX recognition. (13%)
· The top five "Most Important Factors" when selecting an organization as a resource for CX were:
1. Expertise in customer experience (62%)
2. Quality CX materials (like articles, studies) (56%)
3. Solutions for CX challenges (44%)
4. Industry Insights (38%)
5. Good Reputation (35%)
· The five lowest ranked "Most Important Factors" when selecting an organization as a resource for CX were:
1. Convenient and flexible (14%)
2. Community support (12%)
3. Easy to access nearby (5%)
4. Other (4%)
5. Company Reimbursement Policies (3%)
· The top five overall barriers to participation in CXPA were:
1. Membership fees are too high (29% overall; 52% for non-members)
2. None (I do not experience substantial barriers to participation. (28% overall; 36% for members)
3. Benefits do not justify the costs (24% overall; (37% for nonmembers)
4. I am not aware of what membership offers (18%)
5. Networking opportunities are not helpful (18%)
Note: 16% of Non-US respondents selected "Cultural or regional differences limit my participation." – nearly 10 times more frequently than US respondents.
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Greg Melia CAE
he/him/his
Chief Executive Officer
Customer Experience Professionals Association
PLEASE NOTE MY NEW EMAIL ADDRESS:
Greg@CXPAglobal.org------------------------------
Original Message:
Sent: 03-13-2024 10:27 AM
From: Mr. Greg Melia, CAE
Subject: Qualtitive Survey Results and meeting recording
Hello all -
Starting this thread to help collect feedback on the Qualitative Survey Data which was presented yesterday. Please share your thoughts - be it suggestions of questions to investigate, inferences from the data, or hypotheses inspired by the data - in this thread before the end of the day Tuesday, March 19. If you prefer, you can email your thoughts to me (greg@cxpaglobal.org) or Barbie (barbieffink@gmail.com).
Link to view or download the meeting recording: https://vimeo.com/922911296?share=copy
Meeting Chat: Attached.
Slide Deck: Attached.
Cross-Tab data (as prepared prior to the meeting): Attached.
Look for further data to be uploaded here!
Greg
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Greg Melia CAE
he/him/his
Chief Executive Officer
Customer Experience Professionals Association
PLEASE NOTE MY NEW EMAIL ADDRESS:
Greg@CXPAglobal.org
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