CXPA Member Blog

Customer Empathy: Everything you Think you Know is All Wrong

By Martha Brooke, CCXP posted 31 minutes ago

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Empathy is trendy. Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill”. [ii] Because of this, customer service staff are receiving customer empathy training in droves. But research shows a dark side to customer empathy that can quickly undermine the interactions we’d like to create. Cognitive Scientist Paul Bloom, Against Empathy In his 2016 book Against Empathy: The Case for Rational Compassion , Paul Bloom, professor emeritus of psychology at Yale University , presents solid evidence that empathy can be counterproductive, even harmful, in many scenarios. ...

CXPA Need to Know for the Week of June 12

By Joy Wedge posted 4 hours ago

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CXPA Headquarters Holiday Closing CXPA offices are closed Monday June 19, 2023 in recognition of Juneteenth. On the Move - Celebrating Career Success CXPA loves to celebrate career success! 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 Sayed Ali Sharafudeen , CCXP , Senior Director, Product Management & Strategy, WovV Technologies Saari Gardner, CCXP , Chief Experience Officer, CEO Coaching International Mark Ratekin, CCXP ...

Four Key Themes From CX Leaders Advance

By Mr. Greg Melia, CAE posted 6 days ago

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CXPA recently held CX Leaders Advance in Orlando, FL. Our first in-person conference since the pandemic, the event brought together passionate professionals like you who are dedicated to delivering better outcomes for your customers and your organizations. In the days since our exceptional gathering, I’ve spent some time reflecting on key themes that will help guide our ongoing mission of helping CX professionals to share, learn, inspire, and grow throughout their entire careers: Elevating Leadership in Customer Experience The conference faculty members provided critical insights on how CX professionals can enhance their leadership capabilities, emphasizing ...

Catch the Webinar Replay: Transforming Retail by Leveraging Digital, Sponsored by WNS

By Gabe Smith, CCXP posted 7 days ago

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CXPA recently hosted a sponsored webinar by WNS focused on "Transforming Retail by Leveraging Digital," which aimed to illuminate the key strategies, tools, and practices that can empower CX pros in retail to harness the full potential of digital innovation. Joining me for this conversation were Rox Burkey, CCXP , Contact Center Specialist at Zoom, Aniket Godbole , CX Practice Lead for North America and APAC for WNS, and Mike Tracey , SVP of Sales at WNS. Here are a few high-level takeaways from our conversation--the full replay can be found here . Customer Expectations Continue to Evolve : Rox Burkey, CCXP, noted that customer expectations have ...

CXPA Need to Know for the Week of June 5

By Joy Wedge posted 7 days ago

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Deadline Approaching: 2023 CXPA Awards Judges Applications Don't miss this chance to apply to be a judge for the CXPA 2023 Awards! The CXPA Collaboration Award, which will be first granted in 2023, will honor outstanding collaboration led by CX professionals to deliver better results for their organization's customers, colleagues, and sustainable business results. Nominations for this award must be based on a specific collaboration between 1) a CX professional; and 2) an internal or external partner which may be another part of their own organization; a customer; a business partner; or CX consultant or partner. The CX professional ...

On the Move--Celebrating Your Career Successes in May 2023

By Jennifer Baker posted 7 days ago

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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 Sayed Ali Sharafudeen , CCXP , Senior Director, Product Management & Strategy, WovV Technologies Saari Gardner, CCXP , Chief Experience Officer, CEO Coaching International Mark Ratekin, CCXP , Head of Global CX Consulting, Forsta Mark Treschl , Chief Customer Officer, FLYR Labs Second Row, L-R Lawrence Levinson, CCXP , VP, Revenue Optimization, Wave HQ Steven Johnson , Optimization ...

CXPA Need to Know for the Week of May 29

By Joy Wedge posted 14 days ago

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CXPA Offices Closed for Memorial Day CXPA Headquarters will be closed in honor of Memorial Day on Friday, May 26th starting at 2pm ET and closed Monday, May 29th. 2023 CXPA Awards: Judges Applications Open CXPA is now recruiting judges for both the 2023 Emerging Leader Award and the 2023 Impact Award. CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. CXPA is seeking judges for each of the three preceding categories. Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, ...

Growth via Massive CX Savings

By Lynn Hunsaker, CCXP posted 15 days ago

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Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Everyone says "quick wins are your best route to CX success". Bah! Customers need you to permanently resolve pervasive pebbles in their shoes. They will reward you grandly. And cost savings for you pay off continually in GROWTH! Here's how: 1) Costs of Poor Experience. Take 1 prevailing CX issue: how much is it ...

Leave Me Alone as the next CX

By Nicholas Zeisler, CCXP posted 16 days ago

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I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ? The tl;dr on that is that the company was considering (Did they go through with it? I don’t know, but this video posted by BMW a month ago seems to suggest it’s happening in the UK.) linking heated seats—which used to be a hallmark of luxury automotive brands, ...

Correlating NPS to CLV

By Crystal Montague, CCXP posted 21 days ago

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Hello All! I am working on a project correlating historical NPS performance to Customer Lifetime Value (CLV). I am not getting a clear correlation (although we know NPS relates to increased revenue). Has anyone had any success in demonstrating this correlation, and if so, how?

CXPA Need to Know for the Week of May 22

By Jennifer Baker posted 21 days ago

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2023 CXPA Awards: Judges Applications Open CXPA is now recruiting judges for both the 2023 Emerging Leader Award and the 2023 Impact Award. CXPA's Impact Awards recognize individuals who have made notable contributions to the discipline of customer experience. CXPA is seeking judges for each of the three preceding categories. Impact within an organization. Impact on the CX profession. Impact on efforts to improve diversity, equity, and inclusion outcomes in an organization through better CX. Individuals nominated for the Emerging Leader Awards have typically done one or more of the following: Made contributions ...

Rapid Reactions to CXPA's CX Leaders Advance Conference

By Gabe Smith, CCXP posted 21 days ago

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CX Leaders Advance just wrapped up yesterday at the beautiful Rosen Shingle Creek hotel in Orlando, Florida. Check out what CXPA members were sharing about the event on social media: Megan Burns BT Gregson, CCXP Judy Bloch, CCXP #2023

Navigating the Mentorship Landscape: A Guide to Identifying, Approaching, and Cultivating Mentor Relationships

By Gina Slejko posted 27 days ago

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The purpose of this guide/blog entry is to provide practical advice for those seeking professional mentorship. These guidelines are based on my unique experience pursuing professional mentorship during a major career transition and should therefore be modified given each unique situation and career stage. What is the benefit of a professional mentor? I am a firm believer that the professional growth path is more fruitful when paved by the wisdom and support of others. For many high achievers, it’s tempting to take on the “I can do this on my own,” attitude when pursuing the next goal or professional milestone. But the reality is that ...

Put a Hollywood Spin on Your CX Insights with the Three-Act Structure

By Kamil Ali, CCXP posted 27 days ago

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Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold before your eyes: you'll be taken on a journey of discovery as you explore each act in turn. In movies, the three acts represent the setup, rising action, and resolution. In a business presentation, it’s the beginning, evidence, and takeaway. By using this formula for business presentations, you can create meaningful connections with audience through storytelling and ...

CXPA'S B2B CX Community--3 Key Takeaways From the Conversation with Bain's Rob Markey

By Gabe Smith, CCXP posted 27 days ago

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In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique challenges faced when gathering feedback from B2B customers. Here are a few key takeaways from the conversation: Differentiated Decision-Making Units : In B2B environments, decision-making units (DMUs) are more complex compared to B2C interactions. While consumers typically make purchase decisions and handle interactions with a company on their own, B2B transactions ...

CXPA Need to Know for the Week of May 15

By Joy Wedge posted 28 days ago

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CXPA's Guide to Understanding the C-suite's Perspective on Business Goals Thanks to our current CXPA Topic Guide Jenn Stephens, CCXP, we have prepared this resource to help CX practitioners understand the C-suite's perspective on Business goals. We’ve all been there - in a situation where leadership, particularly those in the C-Suite, want to understand how the Customer Experience work we are performing contributes to meeting their business goals. And rightly so! We all want our work to make a difference, be it making improvements to customer experience, increasing the bottom line, or streamlining processes. The C-Suite is no different ...

Your Brand Promise is Everything

By Nicholas Zeisler, CCXP posted 30 days ago

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I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m not...yet (keep that Growth Mindset going!) But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever. Here’s some background: With the advent of 5G technology, you may have noticed that a lot of mobile phone carriers are removing 3G from their portfolios altogether to make room for ...

CXPA Need to Know for the Week of May 8

By Joy Wedge posted 05-04-2023

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CXPA's Guide to Understanding the C-suite's Perspective on Business Goals Thanks to our current CXPA Topic Guide Jenn Stephens, CCXP, we have prepared this resource to help CX practitioners understand the C-suite's perspective on Business goals. We’ve all been there - in a situation where leadership, particularly those in the C-Suite, want to understand how the Customer Experience work we are performing contributes to meeting their business goals. And rightly so! We all want our work to make a difference, be it making improvements to customer experience, increasing the bottom line, or streamlining processes. The C-Suite is no ...