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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How is AI impacting the way we build customer relationships and drive revenue? What are the practical strategies that can turn AI from a buzzword into a transformative tool in customer experience? These were the central questions addressed in the recent CXPA webinar, sponsored by Hiver, featuring conversations between Hiver's Niraj Ranjan Rout, DeltaSwan's Michelle Spaul, and Vector Business Navigation's Brad Smith, CCXP. Here are a few takeaways from our conversation: Automation and Efficiency Niraj Ranjan Rout , co-founder and CEO of Hiver , emphasized three primary goals for implementing AI in CX, especially in the support area: Automating ...
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At CXPA, we actively contribute to thought leadership and innovation through rigorous research conducted in collaboration with our valued sponsors and partners. By collecting data and insights from the CXPA community, we strive to advance the understanding and professional practice of CX. Here’s a look at a few of our recent research partnerships: The Pivotal Role of CX Education and Upskilling: Joint Research from McorpCX and CXPA Customer experience education plays a critical role in enhancing CX maturity across various industries and company sizes. In collaboration with McorpCX, our recent research involved nearly 500 global CX leaders and practitioners ...
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CXPA Office Holiday In observance of Juneteenth, CXPA offices will be closed on Wednesday, June 19th. Feature: CX Day Company Celebration The excitement for CX Day 2024 is building as offices worldwide gear up for the festivities on Tuesday, October 1, 2024! How is your office planning to celebrate this special day? Whether you're looking to honor your amazing CX staff or showcase your remarkable CX accomplishments, CX Day presents a fantastic opportunity to highlight your organization's commitment to customer experience. Discover how organizations celebrated CX day to help generate your ideas below. ...
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🎶 School's out for summer... School's out forever... 🎶 That song is on repeat in my house right now – as I’m married to a high school teacher & we’re raising a high schooler & 2 middle schoolers. Last night after dinner we sat at the table & each of us made our own Summer Bucket Lists. 😎 Then in true CX Leader fashion – each person shared their list, we tallied the duplicates, voted on our priorities, & made a plan to accomplish our Summer Bucket List activities. Summer is such a gift to us – 😀Reconnecting with our childlike joy 🎨Providing moments of rest & creativity ☀Relishing ...
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Customer experience is a pivotal factor in driving the financial success of leading organizations around the world. At CXPA, we believe in the power of sharing these success stories to help achieve our 10 year goal of securing the future of CX as a trusted and preferred business discipline, in service to a vision of exceptional outcomes powered by inspired CX professionals. We want to hear about your initiatives and how your efforts have led to better outcomes for customers, employees, and organizations. Why Share Your Case Study? The goal of this initiative is twofold. First, submitted case studies will automatically be considered for CXPA’s CX Impact ...
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One of the 2024 initiatives of the DEI Committee is to increase awareness of the employee and customer experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. This month, we are spotlighting Pride Month . The Employee and Customer Experience Creating an inclusive environment for LGBTQIA+ employees and customers is essential. According to an article from Workplace , only 17% of LGBTQIA+ employees strongly agree that their organization cares about their well-being, compared to 27% of non-LGBTQIA+ employees. Facilitating a culture of inclusion is a leadership ...
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Now Available: CX Day Sponsorship Opportunities Join the global celebration of CX Day, Tuesday October 1st! 🎉 Did you know that CX is celebrated and recognized around the world in many languages, time zones, and through exciting events on CX Day? Don't miss out on the chance for your organization to establish these valuable relationships too! Learn more about CX Day sponsorship opportunities today and position your brand on the right stage. Let's embark on this exciting CX journey together - the world is eagerly anticipating your participation! Learn more here . On the Move: May 2024 Want us to celebrate ...
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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 Charlotte Chang , Vice President, Head of Product and Technology, WillCo Tech Marc Mandel, CCXP, Founder, Principal, Wow Moments! Heather Donaldson , Client Director – Financial Services, Kubrick Group Hussein Dajani , Group Chief Marketing and Customer Centricity Officer, Petromin Corporation Lynn Girotto , Chief Marketing Officer, Qualtrics Gene Lee , Vice President Design, Atlassian Second ...
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Now Available: CX Day Sponsorship Opportunities Join the global celebration of CX Day, Tuesday October 1st! 🎉 Did you know that CX is celebrated and recognized around the world in many languages, time zones, and through exciting events on CX Day? Don't miss out on the chance for your organization to establish these valuable relationships too! Learn more about CX Day sponsorship opportunities today and position your brand on the right stage. Let's embark on this exciting CX journey together - the world is eagerly anticipating your participation! Learn more here . Feature: CX Day Company ...
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Memorial Day Office Closing In observance of Memorial Day, CXPA offices will close at 2 PM ET on Friday, May 24th and reopen on Tuesday, May 28th. Mental Health Awareness Month : May 2024 As diversity remains a CXPA Core Value , the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations and observances with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. Mental Health Awareness Month ...
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A personal perspective on the results of the recently released McorpCX and CXPA CX Education Research On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association (CXPA) . Titled “The Pivotal Role of CX Education and Upskilling in Accelerating Customer Centricity Leadership,” the study offers valuable insights into the transformative impact of CX education on organizational maturity and customer-centricity across a variety of industries and company sizes. It's particularly relevant given what we’ve seen in organizations desiring ...
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VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? . . . Less pressure to show financial gains? . . . Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI . Start there and continue here in designing your VoC methodology: Use almost-free VoC before asking for more Customer data you have on-hand is almost-free VoC. When customers have interacted with you and you have records of it, why not make the most of that? ...
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As diversity remains a CXPA Core Value , the Diversity Advancement Committee is committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations and observances with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. Mental Health Awareness Month observed in May each year since 1949, and World Mental Health Month observed in October of each year since 1992, are both opportunities to raise awareness about mental health issues and “help people recognize the ways mental illness impacts ...
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Over the past ten months, more than 1,000 CX professionals were directly involved in research to prepare CXPA to build on its recent successes (such as the publication of the CXPA CX Book of Knowledge) and ensure the future of the customer experience field. At every step, members and staff have worked collaboratively to select the research consultancy, guide the research study, interpret the results, and set future directions for CXPA. Last month, the Board of Directors adopted three new strategies based on this work and convened a Global Strategy Summit on April 30 which included more than two dozen CXPA members to help inform operational planning considerations ...
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On the Move - Celebrating Career Success CXPA loves to celebrate and recognize career accomplishments. Want us to celebrate your career move? 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 Gioia Zambon , Customer Experience Manager, S&P Global Erik Vogel , CEO, VistaXM Neal Berg , Director of CX Strategy and Research, TTEC Digital Toni Keller , Account Executive, Laivly Shelly Chandler , Executive Director, Client Experience and Insights, Wells Fargo Merchant Services See more Mental Health Awareness ...
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What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance Conference this year? If you guessed getting executive buy-in, you were right! 78% of respondents said this is their biggest challenge. The group of CX leaders I spoke to used words like frustrated, deflated, and irrelevant to describe how this made them feel. Some say getting buy-in is as simple as proving the ROI of CX. While it’s critical to speak the language of the C-Suite and demonstrate value, the answer is not that simple. In fact, the truth is that the C-Suite members are human ...
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CX electricity was in the air last week as CXM@MSU hosted the Global CXM 360 virtual conference. There were over 30 speakers & hundreds of attendees from across the global. Here were my favorite takeaways: ✳ Marisa Schwartz DNP, MBA & Leslie Pagel – taught us how to improve our listening skills - both micro level (person to person) & macro level (organizational wide). When listening to someone think of yourself as a trampoline – amplify, energize, & clarify their ideas (HBR article: What Great Listeners Actually Do).⚡ ✳ Susana Esteban & Percy Rose – walked us through ...
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This article originally appeared on LinkedIn: https://www.linkedin.com/pulse/4-customer-experience-questions-ask-yourself-kinghorn-ccxp-pmp-plxuc/?trackingId=v6mAnS8aSBS%2FqSkii1cKDg%3D%3D Last week I spent two packed days with other customer experience (CX) professionals at CXPA’s CX Advance . This workshop-based conference gave us the time and space to dig deeper into key customer and member experience topics. If you are in the customer experience profession or thinking about customer or member experience, here are a few questions you might want to explore in coming months. 1. Am I speaking my CEO’s or Executive Director’s (your board ...
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Catch the Replay: AI Enabled Containment Bots--A Primer for CX and Contact Center Leaders Organizations around the world are struggling to find effective ways to offer excellent self-service experiences, while providing cost-efficient contact center operations. In this session, we looked at how organizations are using Conversational AI and Generative AI to not only drive higher ROI, but also meet and exceed customer expectations. Watch here Catch the Replay: CX Practitioner Perspective--The State of Personalization in 2024 Join Medallia for a LinkedIn Live event unveiling insights from ...
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This article was originally published on LinkedIn: https://www.linkedin.com/pulse/lost-translation-decrypting-cx-c-suite-lauren-feehrer-ccxp-jd0hc/ Last week, I had the privilege of attending the CX Leaders Advance, an annual conference hosted by the Customer Experience Professionals Association™ (CXPA) . This gathering brought together practitioners from corporations, healthcare organizations, government agencies, and nonprofits worldwide, totaling 170 attendees spanning 5 continents who converged in Denver, Colorado. Among them were 70 Certified Customer Experience Professionals (CCXPs) and 7 CX authors. In this room, I feel a sense of belonging—it's ...