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.

Be the first person to recommend this.
As the winner of this year’s MyCustomer CX Leader of the Year Award, Roxie Strohmenger, CCXP, is bringing her insights and experiences to the stage, as she’ll be a keynote speaker at CXPA’s CX Leaders Advance Conference , taking place April 30 th to May 2 nd in Denver, Colorado. During Roxie’s keynote address, titled “What it Takes to Lead a World-Class CX Program to Deliver World-Class Results,” she’ll share strategies behind her success in redefining CX at UKG, anchored in a compelling North Star aligned with the brand’s commitment: “Our Purpose is People.” Drawing on her background in psychology and business, Roxie will share how she: ...
Be the first person to recommend this.
The CXPA Nominating Committee has recommended four nominees to the CXPA Board of Directors, and member voting is now open . Drawing from a competitive pool of nearly fifty applicants, the Committee selected four candidates based on the perspectives that each adds to the Board: · Stephanie Leheta, CCXP is Senior Director, Client Experience Strategy, Governance and Design at CIBC in Niagara Falls, Canada. CIBC is one of the largest banks in Canada, and Stephanie additionally brings experience as a volunteer with numerous nonprofit associations, including the Association of Change Management Professionals (ACMP). · Eric Bruce, ...
Be the first person to recommend this.
Web Maintenance Alert: The CXPA website will undergo maintenance on Wednesday, December 6th from 8pm to 9pm ET (5pm to 6pm PT). During this time users will be required to re-authenticate to login into the CXPA website. Website visitors that log in may be automatically logged out and prompted to log back in. Opportunities to Get Involved at CXPA Want to get involved at CXPA? Volunteer opportunities are a great for professional growth and networking. CXPA accomplishes its work thanks to the time and talent contributed by CXPA members who work both independently and in collaborative workgroups to advance the practice of ...
Be the first person to recommend this.
As we prepare for the end of the year, I would encourage you to take an opportunity to express personalized gratitude to your employees/team members before Dec 31. ❓ What’s the best way to do this? When I’ve led teams, I’ve always used a team canvas exercise with the group to co-create the team’s: ❤️Purpose 💎Values 🏆Goals 🗺Annual roadmap 🛠 Role clarity 💪Strengths/opportunities (using Gay Hendricks The Big Leap: Zone of Genius quadrant: https://lnkd.in/gzwTrWMx ) 📣Communication & meeting preferences 📊 This collaborative session allows everyone on the team to have their ...
1 person recommends this.
Business success is meeting or exceeding expectations — of investors, customers, partners, and employees. Whenever performance is below expectations, it costs you in opportunities or resources. Poor experience robs investors of potential top-line and bottom-line growth. Say what they’ll get and deliver what you say . This is brand integrity. A 1-to-1 ratio (or better) between what’s received versus expected minimizes waste and maximizes growth. This is true worldwide for discount brands, luxury brands, government, non-profits, etc. (aka enterprises, “brands”). Brand integrity is what matters most to customers and employees. When realities ...
Be the first person to recommend this.
Save the Date: CX Leaders Advance 2024 We are excited to host CXPA's in-person conference, CX Leaders Advance, April 30 - May 2, 2024 in Denver, Colorado. Gear up to unlock a wealth of knowledge and practical CX tools to enhance your leadership in this dynamic field. Save the date and get ready to learn about exceptional customer experience. Be the first to receive exciting updates and exclusive content by signing up for our CX Leaders Advance email updates. Learn more here . Opportunities to Get Involved at CXPA Want to get involved at CXPA? Volunteer opportunities are a great for professional ...
Be the first person to recommend this.
How often is your organization gathering feedback from employees? Is it via one long survey annually & a short survey quarterly? If so, that’s a great first step! After you’ve gathered feedback you should put together an action plan. Including: 📊Reviewing the results – both the data & comments – analyzing it by department, tenure, etc. 🔎Identifying themes & patterns in the data – highlighting successes to celebrate & improvement opportunities 👨‍👨‍👧‍👦Sharing the summarized results with your team & gathering their input on key priorities & desired outcomes 🗺Developing a roadmap, based upon your team’s ...
Be the first person to recommend this.
Holiday CXPA Office Hours In recognition of the Thanksgiving holiday, CXPA offices are closed starting Wednesday November 22nd at 2pm ET, Thursday, November 23rd and Friday, November 24th. New CXPA Resources Spotlight: Building Diversity, Equity and Inclusiveness Hear an interview below with one of the authors, Emily Vernon, CCXP on the link between CX and Diversity, Equity and Inclusiveness. Access CXPA publications here . Save the Date: CX Leaders Advance 2024 We are excited to host CXPA's in-person conference, CX Leaders Advance, April 30 - May 2, 2024 in Denver, ...

Dressing up CX

Be the first person to recommend this.
Halloween is a fun week filled with candy, pumpkins, & costumes. I’d encourage you to look around your organization & see if you might be “dressing up” poor customer experiences (CX). 🎃 All the examples below should scare you into revisiting your CX strategy – remove the fright & design for delight! 📜 Do you create scripts for your staff to use for common service failures vs. examining the customer journey & understanding how to prevent the failure? 🖥 Have you deployed a new technology-enabled solution for your check-in process, even though that wasn’t your customers’ pain point? 🛠 ...

CX Values

Be the first person to recommend this.
Pride of the Southside. That was the motto you heard in my neighborhood & everyone knew what it meant. They were talking about the characteristics of the people on the Southside of South Bend, IN – hardworking, humble, honest, resourceful, persistent, helpful, bright, committed, trustworthy, perceptive, creative, & fun-loving. You saw these traits displayed daily – at the library, the grocery store, the bank, school, church, the soccer field, the community pool, etc. They also became a community yardstick, so if you were not displaying those values during an interaction neighbors/ teachers/etc. would guide you back towards the expectation. Being ...
1 person recommends this.
"When it comes to diversity, equity, and inclusion, we have to find the right focus and approach to make it something that is doable within the organization,” said Emily Vernon, CCXP , executive editor of “Building Diversity, Equity, and Inclusion into a Customer Experience Ecosystem,” CXPA’s latest publication for CX professionals. While publications on DEI within businesses abound, there was a dearth of material that effectively intertwined DEI principles with the core tenets of customer experience. According to Vernon, the publication serves as a pioneering effort to merge the principles of DEI with the broader CX framework . “We saw that there was a gap ...
Be the first person to recommend this.
New CXPA Resources Spotlight: Building Diversity, Equity and Inclusiveness Hear an interview below with one of the authors, Emily Vernon, CCXP on the link between CX and Diversity, Equity and Inclusiveness. Access CXPA publications here . Save the Date: CX Leaders Advance 2024 We are excited to host CXPA's in-person conference, CX Leaders Advance, April 30 - May 2, 2024 in Denver, Colorado. Gear up to unlock a wealth of knowledge and practical CX tools to enhance your leadership in this dynamic field. Save the date and get ready to learn about exceptional customer experience. Be the first to receive ...
Be the first person to recommend this.
In today's highly competitive business landscape, customer experience (CX) is undeniably a key differentiator for brands. A standout CX does more than just elevate your brand above competitors; it also fosters long-lasting connections with your customers. This blog post expands thoughtfully on the visual guide I've previously shared—on 'Implementing a Differentiated CX' . It also builds upon my earlier work on 'The Positioning Touchpoint Model' . So let's dive right in. 1. Audience Insight: Catering to Target Customer’s Needs & Expectations It's essential to understand what your target customers are looking for and exceed their ...
Be the first person to recommend this.
When you are in a beautiful space do you ever think about all the people who work behind-the-scenes taking care of that place? The attention to detail they tirelessly put forth? The quiet & persistent commitment they use to create an enchanting experience for you? I’m fortunate to know one of them. My mom is on the team that takes care of the grotto at the University of Notre Dame. They work 24/7/365 to ensure this serene & holy place is ready for pilgrims to arrive, light a candle, & stay in prayerful thought. Throughout her time at the grotto my mom has shared the following with me: 🕯 While one small votive candle may not ...
Be the first person to recommend this.
CXPA recently released a new publication focused on how CX professionals and data owners in their organizations can collaborate more effectively one another. One of the co-authors of the publication, Jessica Zeroual, CCXP, joined CXPA’s Gabe Smith, CCXP for a CX Day discussion on the inexorable link between CX and data. The Significance of CX and Data Collaboration “Without good data and good data governance, it’s very difficult to truly understand the voice of the customer,” Zeroual said, explaining that the core of any CX program rests on data--making collaboration with data owners essential for a strong foundation. The publication caters to ...
Be the first person to recommend this.
Save the Date: CX Leaders Advance 2024 We are excited to host CXPA's in-person conference, CX Leaders Advance, April 30 - May 2, 2024 in Denver, Colorado. Gear up to unlock a wealth of knowledge and practical CX tools to enhance your leadership in this dynamic field. Save the date and get ready to learn about exceptional customer experience. Be the first to receive exciting updates and exclusive content by signing up for our CX Leaders Advance email updates. Learn more here . New CXPA Resources Spotlight: Data CXPA members have free online reading to the new "Effective Collaboration between CX ...
Be the first person to recommend this.
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 Nancy Flowers, CCXP , Vice President of Customer Experience, Voya Financial Serena Riley, CCXP , Head of Customer Experience, ConverSight Anna Pursel, CCXP , Vice President, Healthcare Customer Advocacy, Kuehne+Nagel Sue Duris, CCXP , Manager, Stakeholder Experience, Principles for Responsible Investment Second Row, L-R Rafael Bonjorno , Consumer Direct Interaction Director, Electrolux Canada Kiran Varri ...
2 people recommend this.
Quantifying CX ROI has been a top challenge, but it's amazingly simple when you take the right approach. Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. This CX issue costs 20 hours weekly for Customer Service reps and 4 hours weekly for escalations and paperwork associated with returns, refunds, etc. Your CX team has met with engineers who helped determine the root cause of this prevalent issue. They estimate that the root cause can be permanently stopped in 9 months by working on it for 30 hours per week. What will the ROI be? [This example uses small numbers for Service, such as ...
Be the first person to recommend this.
In my recent round table discussion with industry experts, a bold question was raised: Does the business get data? Most of us would say "yes," either because we are part of "the business," or it's the nice answer. Yet, if this understanding is in place, why are so many companies stumbling over data disrupters that lead to: Financial losses Poor Decision Making Decreased Efficiency Operational Challenges Watch this 1-minute clip as my colleague Dorman asks, "Do business leaders understand data?" and let us know what you think.
Be the first person to recommend this.
This CX Day, CXPA’s Gabe Smith, CCXP, spoke with Shelley Chandler, CCXP, about the vital role of effective collaboration between CX and product development and design teams. They discussed the reasons behind this collaboration's critical nature, the audience for their latest publication, and the insights it offers. Why Collaboration Matters Chandler emphasized the ever-accelerating pace of change in the CX landscape, an environment in which CX professionals often find themselves working alongside product teams, as companies view CX and product as intertwined functions. The collaboration between CX and product has never been more crucial, ...