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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For C-suite leaders, a key challenge is how to translate strategy into practice to deliver business results.  Because it doesn’t start with results, it starts with people, the true challenge is how to engage the hearts and minds of your employees to create an intrinsically motivated organization.  Research shows that people perform better when they’re motivated. According to Gallup, teams with high employee engagement have better customer engagement, greater productivity, better retention, and 21% higher profitability. I’m a fan of Daniel Pink’s work and his three components of intrinsic motivation: Autonomy – people are trusted and empowered to make ...
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CXPA Celebrates Pride Month Why does CXPA celebrate Pride? Join members and staff as they explain how the association celebrates strength in diversity during Pride month and beyond. 2021 Innovation Award Winner Announced   CXPA's 2021 Innovation Award winner is (drumroll please)...Schneider Electric! See Schneider's Philip Morris' reaction to hearing this exciting news, and look for a profile of the winner and all finalists in the coming weeks. CXPA Portal Update CXPA plans customer portal updates beginning on Tuesday, June 22nd at 4 PM Eastern. The system may experience some downtime ...
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One of the things that makes being an independent consultant different from work ‘on the inside’ is that doing things like keeping up with LinkedIn and other ‘work-related’ social networks is actually part of the job.  While it may seem a luxury to be able to find cool stuff here or find out about promotions and career moves of connections, LinkedIn and other such platforms are bread-and-butter.  It’s where we connect, sometimes where we find leads, and always where we share our insights.  If you’re not in this sort of business, LinkedIn may be something you rarely even think about or a site you hardly ever visit.  I know that, in my last corporate incarnation, ...
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There was nothing wrong with my recent experience at Best Buy. I needed to get some e-readers for my kids, and they had them at a decent price. Picking the products up went fine. I just didn’t sense any of the deeper CX thinking Rick Parrish was talking about.  At last week’s CX North America event, the VP and principal analyst at Forrester cited the retailer in his keynote about the "hard data and soft power" necessary for organizations to bring their customer obsession to life.  According to Parrish, Best Buy’s overarching mission is to “enrich people’s lives through technology.” The guiding principles to fulfill that mission include “be human,” “be ...
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The 5 Biggest Aha Moments From “THE STATE OF CX ANALYTICS 2021” Study For a few years, CX research tech is booming, empowered by emerging tech. Despite the exploding variety of tech, the state of execution is in a mixed state. Companies are looking for orientation. What are the benchmark implementation top companies are deploying? Is there any vendor-independent guidance? CX.AI teamed up with University Ostfalia and TMRE to give answers and to track progress year by year with this study called “THE STATE OF CX ANALYTICS”. We interviewed 155 Enterprise insights professionals from around the world qualitatively and quantitatively. These are the ...
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B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitalization or promoting an offering — without B2B roots or a clear view of B2B general management. Fake-news about B2B customer experience revolves around lumping all types of B2B companies together, defining CX too narrowly, overlooking natural B2B strengths, and assuming CX management is limited to a set of techniques. Before you accept a claim about B2B customer experience maturity, check the employment history ...
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This week two important recognitions are on my mind: Lesbian, Gay, Bisexual, Transgender, and Queer (LGBTQ) Pride Month and Father’s Day. Being a father helps me be a better person and leader by giving me access to two wonderful daughters who share with me how they see the world. In addition to providing me inspiration, I am grateful when they help me see new perspectives and gain new knowledge based on how they see and experience the world. My younger daughter, Marguerite, is a wonderfully observant person who has always asked questions that make me think. For as long as I can remember, she has wondered why single toilet bathrooms are labeled for men or women. ...
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This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline.  I introduced the series here , and parts one, two, and three are here ,  here , and here .  In this article, I’ll dive into the concept of embracing change.  Specifically, the Manifesto  highlights this aspect of Agile project management as preferring to respond to change rather than following a plan. Now, the idea here isn’t to not have a plan or that planning is somehow bad or discouraged.  But keep in mind that the genesis of Agile as an approach to project management was a rejection of the rigid nature ...
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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 on the move in May: Top Row, L-R: Bruno Guimaraes , Chief Customer Officer and CMO, SoluCX Adriana Piazza, CCXP , Head of Customer Experience, AppQuality Janice Dru-Bennett , Sr. Enterprise Experience Strategist, Nextech AR Solutions Rajesh Shetty , Manager, Service Design, Qatar Airways Rachael Perez, CCXP , Associate Director, CX at Foundation Medicine Eric Ullman, CCXP , Group Director, CX Advisory at Medallia Michael Baum, CCXP , Sr. Manager, Customer Strategy at Accenture Stuart Gilchriest, CCXP , CX ...
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I am sweating as I write this. Not because I’m anxious or worried about getting it done. Because earlier this week — right in the middle of a heat warning — our air conditioner broke down. I am currently living through day three of sweltering at the keyboard.  This is relevant because, over the course of attempting to get it repaired, I came across an interesting example of a company trying to humanize the customer experience with the way it dispatches its field technicians.  The first company we called in was the one that we’ve been paying annually to maintain the unit. We were given a rough window over the phone in which someone was to arrive. When ...
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This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience.  I introduce the concept here , and parts one and two are here  and here , respectively.  In this installment, we’ll consider the value that considers Customer collaboration to be more important than contract negotiation. Now, if I tell you that collaborating with your Customer is a better approach than spending time in contract negotiations, as a CX professional, you’re likely to respond with, “well, duh.”  Of course, and remember that Agile project management comes from the world of software development.  In that world, designers ...
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CX Recognized Training Providers Around the World   Are you looking for quality Customer Experience training? It can be a challenge to find trusted training around the world. CXPA believes that CX training is best conducted by qualified providers delivering content grounded in the six competencies of CXPA’s   Customer Experience framework . Our Recognized Training Providers have grown and continue to offer opportunities for training.  Learn more about our Recognized Training Providers   here . Two-Minute Basic Training for Next-Gen CX Professionals Get to know U.S. Army Veteran and Dropbox’s ...
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This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. I introduced the concept here , and part one is here . Let’s jump right in to the second value, as articulated in the Agile Manifesto  and associate a few Agile principles along the way: The software engineers who built the concept of Agile and Scrum articulated a prioritization of working software over that of comprehensive documentation. Now, that may not be very meaningful to those of us who aren’t software engineers or designers. Fair enough. But there is definitely applicability of the spirit ...
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Sometimes ensuring a memorable customer experience can seem like a complex military operation. Shifting targets. High pressure. Skilled teamwork. Tight budgets. Tighter timeframes. Unexpected setbacks. A worthwhile mission.  That description likely resonates with Lewis Taylor, a 17-year U.S. Army retiree who now heads global CX at Dropbox. Although his top-secret security clearance in the Armed Forces meant keeping information closely guarded, Taylor can now open up a bit—at least about the military lessons and skills that have aided his rise within the CX profession.  Taylor still likes to serve, whether that be for 355 million Americans or for 650 million ...
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Here’s the basic customer journey for getting a Krispy Kreme doughnut: you develop a craving after becoming hungry. You go to the nearest doughnut shop (which are almost always open, even in lockdowns, if they serve coffee). You pick out your preferred flavour, pay, and then begin eating. Not very complicated, as CX standards go.  This might make it seem hard to understand why Krispy Kreme — a brand with fans so rabid they’ve been known to line up for hours when a new location is opening — has had such a roller coaster ride as a business.  During its heyday 20 years ago, it felt like the company’s future couldn’t have been more secure. That explains why ...

CX Case Study Roundup

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It’s been a great week for fascinating case study content that has spun out of some truly fantastic virtual events. As CXPA’s Content Manager, one of my goals is to help you find the most relevant content to propel your CX work forward. To that end, I thought it might be helpful to aggregate some great case study conversations I’ve seen this week and bring everything into one post. Live with CXPA CXPA has produced a couple of great recent programs where we dive deep into CX transformation efforts within specific organizations. Check out the conversation I had this week with Sandra De Zoysa, CCXP, about the cultural transformation she led at ...
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During Spring 2020, the killings of Ahmaud Arbery, Breonna Taylor, and George Floyd sparked a wave of civil unrest in the United States and abroad. Like others, CXPA members and the CXPA have undertaken personal and organizational diversity, equity, and inclusion journeys. In this session, we heard from several CX professionals and explored their journeys while discovering what they’ve learned from their successes and setbacks. Below is a synopsis of the Livestream event, which can be viewed in its entirety below. ------------------------------------------------------------------------------------------------------------------------------------------------------------------ ...
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UnionBank--Digital Transformation Spurs Excellent Experience The banking sphere was not spared from the implications of COVID-19 with a myriad of issues to resolve. With branch closures, remote working, and increasing customer expectations, most banks’ digital transformation accelerated beyond everyone’s imaginations. Traditional, often-antiquated procedures in banks had to revamp and redefine their strategies to bridge offline with online while putting their customers and needs to the forefront. Read More Ron will be speaking at   NGCX Asia , in partnership with CXPA. Ron Batisan, VP & Customer Experience ...
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The banking sphere was not spared from the implications of COVID-19 with a myriad of issues to resolve. With branch closures, remote working, and increasing customer expectations, most banks’ digital transformation accelerated beyond everyone’s imaginations. Traditional, often-antiquated procedures in banks had to revamp and redefine their strategies to bridge offline with online while putting their customers and needs to the forefront. UnionBank of the Philippines, a true leader in the information age, is known for its revolutionary digital innovations since 2016.  Strong ahead of the competition, they empower their staff to upskill and engage with customers ...
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This week, I enjoyed a trip to Minnesota to visit what will be my new home starting later this year.  It was my first travel beyond my immediate family circle since the onset of the pandemic, and it was a trip full of mixed emotions – trepidation, caution, excitement, and optimism to name just a few.  As I reflect on the trip, it is a microcosm of my pandemic experience – planning for the future amidst tremendous uncertainty; starts and stops as the process of finding a home experienced the realities of a competitive real estate market; using technology and personal connections to locate, inspect and purchase a house in which I had never stepped foot; fitting ...