CXPA Member Blog

CXPA Member Blog

This Blog features thought leadership from CXPA members and staff. All contributions are welcome!  Authors and commenters are reminded to adhere to CXPA's community expectations. Solicitation and direct selling are strictly prohibited, and CXPA has the sole discretion to remove any post for any reason.  For assistance with the CXPA blog, contact gabe@cxpa.org.

By posting to the CXPA blog, you contribute to advancing CX knowledge.  CXPA may share your post with the CX community through our online newsletter, social media, and other content channels.

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Last week I was going through boxes in my parents’ basement & found pottery I had made when I was a kid. It conjured up so many happy memories, Saturday mornings spent at the South Bend Museum of Art learning the fundamentals of pottery from a patient & gifted teacher. I remember leaving the first day of class disappointed that she didn’t let us go on the wheel – we were stuck doing pinch pots. A few weeks later we got to throw on the wheel & I remember coming home covered in clay & creativity – thinking about all the masterpieces I could create. Being a CX leader is a lot like throwing a pot on a wheel 🎨 ...
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On April 30, 200+ CX leaders from across the globe will gather in Aurora, Colorado to spend two dedicated days exploring and refining strategies for CX success. Register now for CX Leaders Advance—April 30 th -May 2 nd At the heart of CX Leaders Advance lies the Learning Journeys, carefully curated tracks designed to cater to the diverse needs and interests of CX professionals. Each journey provides attendees with a deep dive into specific aspects of CX leadership, equipping them with the knowledge, skills, and strategies needed to navigate the CX landscape successfully. Let's take a closer look at the six Learning Journeys offered at CX Leaders ...
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Happy Women's History Month Did you know that the first official celebration of Women's History Month was only 37 years ago? It indicates that awareness and support of equal treatment regardless of gender is still a young commitment. CXPA is thrilled to celebrate and spotlight the contributions of women who have helped establish and advance the CXPA community. We appreciate the 170 women who serve on CXPA Regional Councils, Networks, Publication Workgroups and Committees, accounting for 63% of these volunteers. Read more 2024 CX Leaders Advance Conference Have you seen the recently updated agenda? ...
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For CX ROI, I use 6 A's in everything I do for customer experience and employee experience. It doesn’t make sense to ask them for inputs, do nothing about their feedback, and then ask them to engage with your brand. Your internal stakeholders need your facilitation for them to Absorb and Adopt and Apply customer insights to what they're doing. It's not adding something to their plates. It's tweaking what they're already doing: more timely, better decisions, adjusting their process, double-checking accuracy. "Ask" is the starting point . You already have information overload from customers. Use what you have. Customers already paid fair ...
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Mother Nature gets it wrong, too! Earlier this month I visited my happy place, Lake Michigan, with my family & my dear friend & her family The kids had a blast hiking the dunes at Grand Mere State Park – the sun was shining on the pristine lake, as the small waves gently lapped the shore. 🌊 On our way home we decided to stop off at another one of my favorite spots, Cherry Beach. Which is only 10 miles away from Grand Mere. What we found was a completely different lake – frozen, no movement, & blustery wind. ❄ On the drive home, I started thinking with my CX hat – this same thing happens countless times a day to ...
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The shouts and cheers began immediately. The high fives and hugs to strangers started soon after. As a lifelong fan of the Kansas City Chiefs who drove to a Chiefs bar 125 miles away to spare his family from his in-game yelling and general anxiety, I was jubilant when my team scored the game-winning touchdown against the San Francisco 49ers in Super Bowl LVIII. The NFL’s average team revenue climbed 8% in 2023 and the Chiefs, along with their star tight end T ravis Kelce (and his notably more famous significant other, Taylor Swift) are widely recognized for having grown the Chiefs and NFL fanbase this season. So I was surprised when the results ...
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Notice: Daylight Savings Time The United States will be changing clocks on Sunday March 10, which may impact global member communications. Please note if any customers, clients, or others in your network may have a time change. Learn more Collaboration Between CX and Business Improvement: A Recipe for Success "Business improvement teams bring rigor and discipline in structuring and executing improvement processes, while CX teams provide a deep understanding of customer needs and expectations and how to maximize the impact of these improvements on their experience." Alvaro Perez, CCXP, a CXPA Emerging Leader ...
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CXPA passed the 70,000 LinkedIn follower mark earlier this week. This accomplishment is worthy of congratulations to the many individuals who have created, curated, or interacted with CXPA’s social media content over the years. At the risk of missing others, we’ll begin the shoutouts with thanks to Bruce Temkin, Jeanne Bliss, Lesley Lykins, Karl Sharicz, Stephanie Thum, Annette Franz, Lynn Hunsaker, Ian Golding, Nienke Bloem, Gabe Smith, and Joy Wedge for their contributions that have helped grow our LinkedIn following. (Feel free to add your shoutout in the comments!) While there is great pride in the number, what is really meaningful is ...
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Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were recently on the move: First row, L-R Alicia Freites , Senior Manager Global Customer Experience, Scotiabank Laurence Fox, CCXP , Customer Experience Manager, Kapitol Group Matthew Gazda , Senior Director, Marketing Strategy and Customer Experience Journeys, SiriusXM Kim Palenik , CXaaS US Consulting Lead, CXaaS André Carlin , Especialista Sênior em Experiência do Cliente – VOC, ...
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What are the CEOs Needs as stakeholder? A great customer experience strategy begins by truly understanding the customer that you intend to serve. Customer experience professionals and their teams use market insights, historical data, voice of the customer feedback, and co-creation to develop customer understanding and personas that help to ensure that customer needs and perspectives are considered in the design, development, delivery, and ongoing relationship across the customer lifecycle. But how much do we really know and understand about the Chief Executive Officer (CEO) as a key stakeholder in customer experience? Read more ...
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Do you remember your first day at your current job? It may not have been as special as you hoped. Many new hires share dull stories of their initial days at work. Picture this: a new employee arrives, confusing the receptionist who expected them next day. He finds a plain desk with only a monitor, cable, and binder clip. The lonely chair seems more suited for an archaeologist than a new hire. The tasks might also feel routine – browsing HR docs, pretending to be engaged. Add a whirlwind of introductions, leaving you dizzy and hoping you didn't make a wrong move too soon. Yet, in this chaos, the chance to make a new team member feel valued and welcomed is missed. ...

CXO Playbook

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Are you a new Chief Experience Officer (CXO)? Or a veteran CXO looking for ways to continue to sharpen your skills? If so, I just finished a book you might like: The Chief Customer Officer Playbook by Rod Cherkas ( https://rodcherkas.com/ ) In the book Rod shares a CXO maturity model that highlights eight key skills & behaviors every CXO needs to drive impactful change. The skills are categorized into four main categories: 1️⃣ Organizational impact 🔸Cross-functional partnerships 🔸Communicating & storytelling 2️⃣ Customer impact 🔹Connecting with customers 🔹Thought ...
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The excitement is building for the 2024 CXPA CX Leaders Advance conference. Read what sets this conference apart and reserve your spot to join us! CX Leaders Advance is designed with the needs of CX leaders in mind. We’ve skipped the exhibit hall and platform-specific sessions to design a conference experience tailored to support your individual and organization's CX success. Sessions are led by Chief Experience Officers, Digital CX Leaders, published authors, and renowned CX consultants from across the globe including 27 CCXPs from 8 different countries. The agenda includes 18 sessions, each crafted to address pressing topics for ...
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Collaboration and Improvement in organizations Organizations are complex entities that require a multidisciplinary approach for their development and growth. In this context, different disciplines with diverse origins tackle organizational problems from various perspectives, which, without a holistic view, can lead to overlaps, gaps, ambiguities, or even contradictions. Decisions made from a narrow perspective can generate unforeseen impacts within the organization. A cost-saving decision driven by an exclusively financial perspective can impact employee satisfaction; a successful but uncoordinated marketing campaign can lead to an unexpected overload ...
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What are the CEOs Needs as stakeholder? A great customer experience strategy begins by truly understanding the customer that you intend to serve. Customer experience professionals and their teams use market insights, historical data, voice of the customer feedback, and co-creation to develop customer understanding and personas that help to ensure that customer needs and perspectives are considered in the design, development, delivery, and ongoing relationship across the customer lifecycle. But how much do we really know and understand about the Chief Executive Officer (CEO) as a key stakeholder in customer experience? Read more ...
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When my wife and I checked into our hotel following a 9 hour drive to Lake Placid last Fall, the front desk agent informed us that our room wasn’t ready but should be shortly. 😐 We understood and took the time to purvey the hotel grounds, stretch our legs, and scan the downtown district. But when we returned a couple of hours later, our room was still not ready. Our mood changed from upbeat to somber. 😣 Empathizing with our situation, the agent offered us an upgraded suite with a fireplace, porch, and full kitchen at no extra charge. And just like that, our mood snapped back. 😄😄😄 The experience that we originally expected failed. In ...
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“Name it to tame it” – is a strategy that can be used when a person is emotionally “flooded”, where the right side of their brain (aka the feeling side) is in the driver’s seat. When the person names what they’re feeling it turns on the left side of their brain (aka the logical/thinking side) & helps them make sense of what’s happening in the moment. 🧠 Utilizing this technique can be helpful across any relationship (e.g. parental, spousal, familial, leadership, etc.) – it allows you, the person witnessing someone experiencing big feelings, to be compassionate, empathetic, & supportive. 💕 Think of the impact this technique could have ...
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According to a recent article in Forbes based on recent research from Deloitte, CX Leaders face five significant hurdles in their quest to drive exceptional customer and employee experiences. Fortunately, CXPA is gearing up to address these challenges head-on at its upcoming CX Leaders Advance conference , taking place April 30 th -May 2 nd in Denver, Colorado. Let's explore how some of the conference breakout sessions align with the key challenges identified in the research: Collaborating with other leaders on experience priorities: Challenge: Deloitte’s research showed that CX leaders continue to face collaboration obstacles with other department ...
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Upcoming Office Closure: President's Day CXPA headquarters will be closed on Monday, February 19, 2024 in recognition of President's Day Love is in the Air 💗 Thank You Sponsors for Continued Support Thank you to our sponsors who show continued support of CXPA and the CX community. Your support fuels our passion for CX excellence! Your support means the world to us and helps us empower our community every day. From the bottom of our hearts, thank you for helping us spread love and joy in the CX community. Are you or a CX partner you know ready to grow? If you know of a passionate CX partner ...
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As champions of your brand's narrative, it's high time you delve into the transformative realm of Branded Customer Experience training. This is more than a mere perk; it's the cornerstone of forging an allied front where every employee becomes an eloquent brand storyteller. Just as a mountaineer relies on a sturdy rope to navigate the perilous peaks, your team members cling to the Branded CX training as their lifeline. It is their secure lead, guiding them safely through the interactions with each customer, ensuring every touchpoint resonates with the strength and stability of your brand. With it, each employee climbs with confidence, transforming into an agile ...