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Greg Melia, CAE has been on the job as CXPA’s new CEO for a little over 100 days. During that time, he’s been actively listening to the voices of CXPA’s members around the globe as he works to chart the association’s path forward. But there’s one thing he hadn’t been able to do: attend a CXPA local network event. That changed on Monday, August 12 th when Melia attended the Columbus, OH local network event. “The state of our association is strong,” Melia told attendees, “and it’s strong because of the work you are doing leading our community.”  During his remarks, Melia outlined the CXPA’s strategy related to networks, which includes pending technology ...
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What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning  Customer Experience strategy . Every marketer should measure their performance in Customer Experience to understand what  drives value for customers .  We discussed measuring Customer Experience correctly in a  recent podcast.  With 11 books on marketing and Customer Experience, our guest  Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Peppers says that you have to think about the quality of the Customer Experience and why you measure ...
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Being the staff member who works closely with CXPA's roster of dedicated local volunteers that plan networking opportunities for their local communities is such a pleasure. I am continually wow'd and grateful for everything these volunteers do to spread the word of our association and find innovative ways to build a feeling of connection among local CX'ers. This year, it's my pleasure to award the San Francisco volunteers as "Network of the Year" due to the novelty of their events' content, format, and contributions to CXPA's networking program as a whole! I had a Q&A with Gary Batroff, CCXP and Alex Stoeffl, the San Fran Network co-leads who spearhead the ...
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Shelly Chandler, CCXP , has over 25 years of experience as a CX, marketing, and product development leader. In this post, Shelly examines certification options that are available to CX professionals. Many people are searching for ways to bring internal credibility to the CX profession, sometimes, sadly, because the function is seen as an insights engine only. Some seek credentials and certifications, as CX has yet to be supported by university degrees. I don’t advocate certifications from any source as a way to stack up credentials of sometimes questionable worth or from a biased perspective, but there are a few worth checking out.  The Customer Experience ...
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Customer Journey Mapping is a popular tool that helps an organization understand the full spectrum of a customer’s experience and uncover experience strengths and gaps along the way. There are a few different ways an organization can develop a customer journey map. One approach is to conduct a large-scale journey mapping project, often with the help of a consultant, which includes upfront primary research conducted explicitly for the purpose of constructing the map. Journey mapping projects are especially helpful to understand large, complex journeys around which the organization has little understanding or research, or if the organization is new to journey ...
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You can’t do everything. We all have to prioritize, all the time. Which problem gets your attention today? What project deserves the full weight of your organization’s resources, and which ones don’t? What’s important this afternoon, this week, this quarter, this year? Knowing that if you do X you’ll achieve Y is what makes reliable cause-and-effect insight your most powerful decisioning tool. This is true for any undertaking, but especially when it comes to customer experience (CX) when you consider that, according to Gartner , 81% of marketers say they expect to be competing mostly or completely on the basis of CX in the near future. It’s rare to know ...
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In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals. Growth Yet it’s profitable — “Over a 10-year horizon, FoEs (firms of endearment) outperformed the Good to Great 1  companies by a 3.1-to-1 ratio,” reports the book Firms of Endearment 2 . “The public FoEs returned 1,026% for investors . . . compared to 122% for the S&P 500; that’s ...
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As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn't always a reality. Sometimes, companies "follow their gut," doing things that clearly don't stem from customer needs. For example, I have a friend who recently attempted to purchase glasses online, and apparently, her facial measurements are outside of average, so the company not-so-helpfully made her confirm the entered dimensions more than three extra times (presumably to avoid the bad experience of receiving glasses that were the wrong size). Whatever the intentions, this left her feeling self-conscious ...
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Ascending the CX ladder in a SaaS technology company The career path of Angeleen Rohda, CCXP (Certified Customer Experience Professional), is a blueprint for those looking to advance in customer experience (CX) roles within their current organization. In eight years at Alarm.com, a software-as-a-service provider of home automation and security systems, Angeleen ascended from technical support representative, to marketing support specialist, to customer experience team manager, to the newly created program manager for customer experience programs. “Every role I’ve had has developed out of a need,” Angeleen explains. “The latest one represents ...
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I have a really cool job with the CXPA. Working directly with the volunteers who participate in the local networking program means I’m the first person on-staff to hear their excitement after a networking event they executed was successful. It’s an understatement to say their energy and passion for creating memorable experiences is infectious. I’d like to highlight the excellent work our volunteers are doing for the CXPA by speaking with Stephan Sigaud, the current Lead of the Toronto Network. Stephan leads an engaged team of volunteers who secure innovative content that drives registration numbers through the roof! Last September, the Toronto Network hosted ...
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New York, NY, June 3, 2019 — Ipsos, the world-leading research and insights organization, named Michele Booth as Head of Advisory for Customer Experience (CX). Her hire reflects Ipsos’ total commitment to understanding the depth and breadth of the human experience, and using this acquired knowledge to bring actionable truths to clients. From Pierre Le Manh, CEO North America of Ipsos: “We are very pleased that Michele has joined the Ipsos team. Today’s highly competitive market demands a world-class approach to  advising clients on the best ways to understand, measure, and manage their customer’s experiences. Michele’s vast experience in CX  strategy, execution, ...
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In character as Maria von Trapp, Julie Andrews immortalized her list of favorite things in song in The Sound of Music . After spending the last four weeks with CX practitioners at events including the CXPA US Insight Exchange, Qualtrics X4 events in Stockholm and Amsterdam, and with my CX-focused peers from a cross-section of Qualtrics’ offices, I want to share a few of my favorite things about these professionals who are working so diligently to improve the experiences that are delivered by their organizations. Despite differences in geography, professional background, personal interests, and the industries and companies we work in, there are some characteristics ...
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I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I  remember  it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. We don’t choose between experiences; we choose between the memories of experiences. That is why helping your customers have a wonderful memory of your experience is ...
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FOR IMMEDIATE RELEASE   2019 CX Innovation Award Winners Announced at CXPA’s 9th Annual Insight Exchange   SALT LAKE CITY – May 15, 2019   The Customer Experience Professionals Association ( CXPA ) announced Hertz, ICW Group Insurance Companies, SnackNation, Telefônica Brasil and Vizolution as 2019 CX Innovation Award winners to over 300 customer experience professionals during a special ceremony at the annual Insight Exchange conference, May 15. In its eighth year this award recognizes new and innovative practices that improve customer experience, result in strong business impact and advance the field of customer experience for ...
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Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now. But is it  creepy ? We had Professor Bill Hedgcock, associate professor of marketing Carlson School of Management at the University of Minnesota, as a guest   on a recent ...
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One of the challenges that customer experience (CX) professionals face is getting the insights they uncover through Voice of Customer (VoC) programs to drive changes to the business. Part of that challenge stems from the fact that just because customer insights are being served up via increasingly customizable reports and dashboards that can be delivered right to stakeholders’ desktops or mobile devices, those insights aren’t being consumed, understood, or embraced by those designated to do something with the information that’s directed their way. When VoC programs are launched, a lot of time and attention goes into the design of the surveys, the determination ...
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If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options  in a recent podcast  and what you can do to make customer’s decisions easier in your Customer Experience. I remember feeling overwhelmed by choices when we were working with a company in Moscow (when it was still under communist rule, mind you) similar to Best Buy with ...
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Make the Moment of Truth Unforgettable (in a Good Way) By Laurent Ghio, Product Marketing Manager, CX and SaaS, Quadient Professionals in every industry know that customer demands are always changing and will continue to evolve. To secure continued success, it’s up to enterprises to identify and understand changing customer expectations and to adapt to them at the speed of market demand.   A recent report by Forrester found that customers today are willing to experiment, they want to be self-sufficient, they want to have information at their fingertips on the device of their choice at any given time. And they also have high expectations on when, ...
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Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up  from their perspective . Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach. Customer experience value creation  is creating mutual value for your whole customer base in any part of the end-to-end customer experience, across the full customer life cycle, spanning customers’ entire dealings with your organization, products, services, ...
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Greg Melia, CAE, CXPA CEO MINNEAPOLIS – April 29, 2019 ‒ The Customer Experience Professionals Association ( CXPA ) has hired Greg Melia, CAE, as CEO, in a newly established full-time role for the international non-profit organization created to guide and enhance the growing field of customer experience management.   Melia brings to the role nearly twenty years of association management experience, including leadership roles at the U.S. Chamber of Commerce and American Society of Association Executives (ASAE).  He is widely known in the association community as a leading voice on certification, member engagement, and innovation.  He is a Certified ...
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