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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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 April: Top Row, L-R: Sherrie Austin, CCXP : Sr. District Sales Manager, NICE inContact Nancy Flowers, CCXP : VP of Insights & Loyalty, Hagerty Kevin Schwake, CCXP : Director of Customer Experience Strategy, VMLY&R Jayalakshmi Sudarshan, CCXP : Program Manager, Process Excellence & Customer Obsession, Greater Asia & India--HP Andy Netzel, CCXP : VP, Head of the Performance Innovation Lab, KeyBank Second Row, L-R: Aimee Lucas, CCXP : Director, CX Center of Excellence, Qualtrics ...
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New Qualtrics Study Reveals What Global Consumers Want in the Post-Pandemic World  A new study, from the Qualtrics Experience Management (XM) Institute, “2021 Global Consumer Trends”, examined the perspectives of more than 17,000 global consumers across 18 countries. The study highlights how companies will need to rewrite their playbooks to deliver great online, in-person, and hybrid experiences to attract and retain loyal consumers. Read more here.   Explore Focused Work Group Volunteer Opportunities   CXPA is built on your involvement, please take a look at workgroup and volunteer opportunities ...
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I was recently speaking with a friend who’s a Chief Customer Officer.  She was in good spirits but nonetheless was lamenting a bit about her colleagues:  “It’s like I feel I have to defend my existence sometimes,” she said.  Oh, boy, have I been there.  My career has included time within PMOs, BPM/BPI organizations, and of course CX.  Some organizations approach these sorts of disciplines as nice-to-haves, often because it’s fashionable to put effort (or appear to do so) into these sorts of things.  At the end of a lean quarter, or if temporary business enthusiasm simply starts to ebb, you find yourself on the chopping block.  No matter how poorly sales go, it’s ...
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Need Guidance? Join Our Mentorship Program CXPA’s Mentorship program connects CXPA members in search of a mentor with an experienced CXPA member that is willing to serve as an advisor and counsel. Mentorship is a proven self-development method that can help both mentee and mentor develop perspective, build confidence, gain new skills and knowledge, and further personal development and career goals.  Learn more and find a mentor today here .  Coming Soon: New Membership Portal  We are excited to announce that a new enhanced account management portal will be available soon . The new portal will provide ...
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In 2010, recognition of customer-centricity began to take hold in the business world.  Inspired by the growing success of companies like Amazon (#4 2010 Forrester Customer Experience Ranking; #1 2011 2011 Temkin Loyalty Ranking), businesses began to adopt the idea that customer obsession – truly focusing on customer wants and needs – could drive better business results.  This recognition spurred new corporate commitments and job responsibilities, united by a common interest in understanding how an organization could best implement the idea of customer obsession. While there were published books and articles introducing some customer experience concepts as well ...
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The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the copyright to a thing. So, on the face of it, NFTs shouldn’t be worth much. But in fact, they can sell for a lot! As in a lot a lot. Jack Dorsey sold the NFT to his first tweet (“just setting up my twttr,”) for over $2.9 million. Last month, Christie’s sold the NFT to an artwork for more than $69 million. It Takes Tremendous Energy Behind the scenes of this tulip craze is a tremendous amount ...
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If any other company were to launch e-mail marketing tools in 2021, it would merit a yawn. When it’s coming from Amazon, however, it represents a sea change in the potential to manage digital customer experiences.  As shown in a video that was posted to YouTube back in February, Amazon is rolling out a tool simply called “Manage Your Customer Engagement.” It will allow sellers on Amazon to send customers e-mail campaigns about new product launches, special offers and discounts. Sellers will also be able to monitor the results of their campaigns.  The video is remarkable to watch, in the sense it assumes the viewer has never heard of e-mail marketing ...
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The world of work out there these days is simply weird.  With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves.  Many an article has been written since the beginning of the saga emphasizing how important Customer loyalty and care are to the ‘new normal.’  I’ve also been fascinated to see what’s going on in the world ...
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As CX professionals are we too linear in our view of experience management?  For example, service blueprinting, process documentation and journey mapping all tend to look at the customer experience in sequential steps.  We describe experiences as the customer’s journey when buying our products and services.  Journeys imply getting from point A to point B, often in the shortest amount of time possible by the straightest route available to us.  Rather than looking at the customer experience a step at a time, perhaps we need to broaden our thinking about experience management as being a never-ending circle of experience that customers have with our products and ...
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Noted management thought leader Jim Collins asserted in Good to Great that the first step to achieving greatness is to “ get the right people on the bus ” – people committed and aligned to achieving excellence together.  We are thankful  and proud to share the most recent additions to CXPA workgroups.  These individuals, together with continuing workgroup members, are working collaboratively to unlock the power of independent, consensus-based thought leadership on key strategic issues.  If you are would like to support any of these initiatives, please use the sign-up links below to let us know of your interest. We’re also seeking CX leaders to lead ...
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Connect and Collaborate in Virtual Communities Are you interested in networking with CXPA members who are practicing CX in your area? Would you like to learn which local companies are practicing the discipline of customer experience? Are you excited about exchanging CX successes with a local network of CX professionals? CXPA members can now join virtual, local professional communities through our enhanced website. “I’m excited to see how these new communities keep professionals connected to each other and immersed in discussions and learning opportunities,” says  Derik Iverson , CXPA’s Membership Community Manager. “Joining a community ...
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Last week, I was preparing to send out my weekly newsletter and tried to initiate a test. What I got instead was a weird error message full of symbols I didn’t recognize. I did what anyone now does in such situations: I went to Twitter to see what was going on. Almost immediately, I learned that the e-mail marketing service I use, Mailchimp, was going through an outage.  Annoyed at first, I wound up shrugging it off. It would soon be resolved, I thought, and in the meantime just think of all those people who would be spared the usual marketing spam! Mailchimp’s downtime turned out to be a blip compared to a massive wireless outage here in Canada ...
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LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience.  There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more.  Given the robust nature of topics within CX, it’s vital to be out there consuming as much information from as many different sources as possible in order to keep up. It’s also helpful for you to share what you find.  These forums are a great source ...
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Now in its 10 th year, the Customer Experience Professionals Association’s annual CX Innovation Award is presented to organizations/brands that do not sell customer experience products/services that have implemented innovative and successful customer experience initiatives. As the industry association for CX, this award showcases significant achievements and developments in the profession. We take great honor in recognizing outstanding achievements by organizations across the globe. CXPA received award submission videos from around the world, and a global panel of Certified Customer Experience Professionals evaluated each entry to determine the extent ...
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How to prove the ROI of customer experience /Three ways to improve your CX pitch One of the biggest challenges for CX leaders is convincing other senior executives of the benefits of investing in developing a customer centric culture. We can all share anecdotes of companies who have built their success on keeping customers happy, but the key to getting executives on board with customer experience is to prove it helps the bottom line. Clearly communicating the financial value of your CX programmes is even more critical in the current economic climate with many companies looking at cost cutting measures. Here are three ways to use data to create a convincing ...
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Spring Brings New Volunteer Opportunities CXPA is full of opportunities to help advance the customer experience profession. There are several ways to help CXPA implement 2021 goals. Opportunities include activities to help fostering diversity and growth through inclusive interactions across the globe. As well as, c oordinating efforts to raise awareness and understanding of quality CX and more.  See new opportunities to help CX bloom here .  Coffee Chat: Diversity & Inclusion in Customer Experience Design Join this Coffee Chat with CXPA member Crystal D'Cunha to discuss strategies and best ...
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Atlanta native Gene Lee, CCXP , is a designer at heart. “CX professionals take interesting paths,” he says. “If you look at my career trajectory, it started in classical gra phic design and medical illustration. Over the years, my work has ranged from leading corporate branding to designing entire digital ecosystems with a number of fascinating brands, both in agencies as well as in-house.” Gene’s CX journey began in earnest at Scholastic, where, as Creative Director, he helped the organization begin to navigate the waters of digital transformation. “Scholastic was my first in-house job after working in agencies,” he recalls. “I started to see the ...
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Some people display a propensity to be “stickers,” that is to “stick” with companies they use, while others are prone to be “shoppers” and others yet tend to be “switchers.” To the extent marketers understand this predisposition, they can use such insights in targeting prospects, managing the customer experience and trying to influence consumer behavior to minimize churn.   A Thorn is a Thorn is a Thorn Churn. Defection. Lost Customers. Non-renewals. Lapsers. Turn-over. Call it what you will. The terms may vary (life insurance companies refer to “persistency rates”), but all companies face the problem, and the outcome is the same: breaks in the customer ...
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They’re young. They’re good looking. They represent a diverse mixture of genders and ethnicities. And, according to UserTesting, they offer the kind of hope we all need right now that the future of CX will be a bright one.  Earlier this week the San Francisco-based provider of customer experience software released what it described as its first annual CX Watchlist , which it said recognizes “the top 100 rising stars in customer experience-focused roles in organizations around the world.” Reviewing the CX Watchlist, however, was a somewhat odd experience. Though the first names, headshots and company each honouree works for were clearly displayed, they ...
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Let’s start today with a couple of anecdotal experiences: Anecdote 1:  It seems every time I pay in cash (who does that?), this happens:  The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them.  This means that, to put the change away, I have to slide the bills out from under the coins (a la a magician with the table cloth out from under the glasses and place settings), put the change in my pocket, fold the bills with one hand, then fumble them into my wallet, all while trying to manage the bag of items I just bought.  Every time this happens, I'm reminded that a much more convenient way to receive ...