CXPA Global Research Steering Committee

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

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. 

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

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. 

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

Thanks for putting this together, Greg! A couple of thoughts and questions off the top of my head:

• For the universally agreed on jobs for CXPA to do, items 4 and 5 are variations of the same thing. Combining those cuts the list down to 6 items. 
• Also on the list of universally agreed jobs for CXPA, the last 3 items have the same percentage (a 3-way tie for 5th place). If we pick one we can get the list down to 5 items, which seems like the max number of priorities an organization can realistically manage.  

• The "Advocating for CX Standards and Best Practices" item, my question is - advocating with whom? 
  • I could see something like the JD Power program where companies can pay to be certified as following a set of CX best practices.
  • I can see a company paying for that as evidence of their customer-centricity more than I can see them paying for individual employees to get CCXP certifications.
  • I don't know if the big consulting firms are going in this direction themselves or if best practices assessments are still mostly for the purpose of scoping a consulting engagement.      

• Have there been any analyses of market size/opportunity and expected growth across the regions? This includes salary data. It might be that membership fees relative to salary levels or company revenues are different so a tiered fee model could make sense. 

• How, if at all, do you see the Consultant market as different from the tech vendor market? 

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. 

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

Thanks for putting this together, Greg! A couple of thoughts and questions off the top of my head:

• For the universally agreed on jobs for CXPA to do, items 4 and 5 are variations of the same thing. Combining those cuts the list down to 6 items. 
• Also on the list of universally agreed jobs for CXPA, the last 3 items have the same percentage (a 3-way tie for 5th place). If we pick one we can get the list down to 5 items, which seems like the max number of priorities an organization can realistically manage.  

• The "Advocating for CX Standards and Best Practices" item, my question is - advocating with whom? 
  • I could see something like the JD Power program where companies can pay to be certified as following a set of CX best practices.
  • I can see a company paying for that as evidence of their customer-centricity more than I can see them paying for individual employees to get CCXP certifications.
  • I don't know if the big consulting firms are going in this direction themselves or if best practices assessments are still mostly for the purpose of scoping a consulting engagement.      

• Have there been any analyses of market size/opportunity and expected growth across the regions? This includes salary data. It might be that membership fees relative to salary levels or company revenues are different so a tiered fee model could make sense. 

• How, if at all, do you see the Consultant market as different from the tech vendor market? 

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. 

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

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

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