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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Even in the best circumstances, taking on a new CX leadership role is daunting. On top of the typical challenges of any new career step, CX leaders have the added challenge of preparing to influence change across the organization. New CX leaders are likely to be bombarded with advice on what to do and how to do it – sometimes helpful, sometimes contradictory, and other times just the wrong fit for the particular circumstances of their organization. CXPA, the association for CX professionals, understands this challenge and has partnered with market leaders Quadient and Heart of the Customer to conduct independent consensus research on these issues – and we ask ...
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Thank You to Our New Regional Council Volunteers We have brought more voices and perspectives into CXPA leadership than ever before, both on the  CXPA Board of Directors  and the new  Regional Leadership Councils .  We are excited that these Councils provide a dedicated avenue to help CXPA better understand, adapt and serve the global CX community. Learn more here and see the list of volunteers for each region including Africa, Asia, Brazil, Canada, United Kingdom, US, Europe, Latin America and Caribbean, Middle East, and Oceania. Welcome 2022 CXPA Chair: Nancy Porte, CCXP In a recent blog ...
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I had a support incident a while back with one of the service providers we use in our home.  In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature:  There was a technical issue that was quickly and easily rectified, but on further inspection (the technical issue brought to light), I realized that I wasn’t really getting what I’d expected out of the services I was paying for.  One of the brands is a large well-known home-service provider that I’ll write about here.  The other was a smaller, start-up brand also in the home-service field, and I’ll write about that in another article.  Both of them, however...and ...
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This post will appear later on 360Magazine.com. It appears here first as a courtesy to CXPA members. It’s become one of my biggest pet peeves: I place an online order, and immediately after (or sometimes even before ) getting an e-mail confirmation, I get a separate e-mail from the company telling me I’m now in their “VIP club” or a member of their community.  All I wanted was to buy something. I didn’t sign up to be part of a cult.  The eagerness with which brands use e-mail, retargeting and similar tactics to cosy up to customers almost inevitably comes off as desperate. It also feels incredibly engineered — by now we all know they use many of ...
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Thank You to Our New Regional Council Volunteers We have brought more voices and perspectives into CXPA leadership than ever before, both on the  CXPA Board of Directors  and the new  Regional Leadership Councils .  We are excited that these Councils provide a dedicated avenue to help CXPA better understand, adapt and serve the global CX community. Learn more here and see the list of volunteers for each region including Africa, Asia, Brazil, Canada, United Kingdom, US, Europe, Latin America and Caribbean, Middle East, and Oceania. CXPA Celebrates 10 Years  It's been our pleasure to serve the customer ...
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As we enter 2022, it is certain that this will be a year in which CX professionals and their organizations will be challenged to adapt to rising expectations amid continued health, safety, and economic uncertainty. I’ve always liked a good challenge, so it is an honor to have the opportunity to lead CXPA as your 2022 Chair.  Fortunately, CXPA is well-positioned to help CX professionals lead such change.  Several volunteer workgroups are developing resources to help build support and understanding for quality CX, facilitate change across complex organizations, and provide insight for professionals stepping into new CX roles.  We have brought more voices and ...
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So, here’s a controversial statement, but keep in mind what I’m not saying*:  Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run.  The same crew that flew me from Denver to Los Angeles was flying me right back again about 45 minutes later on the exact same plane.  Or at least, that was the plan. After we landed at LAX, I took the chance to check out the airline’s lounge and have a drink.  I was alerted via the app that my return flight was delayed ‘due to weather’ back in Denver.  Hm, really ?  I’d just flown ...
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CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it’s generally universal. Your mindset about customer management overrides your values and mission statements. Your walk is louder than your talk in shaping employees’ and partners’ effectiveness and efficiency. Consider these 3 growth mindset principles:  1. Feed the hand that feeds you. 2. Get things right consistently. 3. Facilitate performance ownership. 1. Feed the Hand that Feeds You ...
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As we enter 2022, we mark the end of service for four CXPA Board Members. We cannot let this moment pass without acknowledging and celebrating the contributions of these four talented CX leaders who have been invaluable in helping to advance the CXPA. Annette Franz, CCXP – Already a recognized speaker and CX consultant when she joined the Board in 2015, Annette continued to excel over the past six years within CXPA and in her professional endeavors. A highlight of her professional accomplishments includes publishing “Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)”. ...
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CX Inspiration with Awards International Looking for some inspiration? Join CXPA and Awards International as they welcome the CX team at Knight Frank, one of the world's leading independent real estate consultancies and a winner of the 2021 UK Customer Experience Awards, to discuss the CX evolution in their organization. Catch the LinkedIn Live replay here .  CXPA Celebrates 10 Years  It's been our pleasure to serve the customer experience community for the past 10 years! In 2021 CXPA celebrated 10 years of service through education, knowledge resources, an interactive online community ...
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I was flying home to Denver a few months back from a business trip.  It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in.  It was a mechanical issue, not weather, so we were a flight that was alone in its circumstance.  Sometimes when there’s weather impacting a city (whether departure or destination), there’s a feeling that, well, at least the whole place is a mess .  There’s something more isolating when it’s only your flight that’s delayed. Since I was coming home, I was a little perturbed, but not too concerned.  ...
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In October, CXPA Member Jerry Seufert , an active CX coach, posted on the CXPA Open Forum asking for fellow members interested in U.S. Federal government customer experience practices to join a conversation about how CXPA might help influence and support Federal CX practices and thereby support a better citizen experience. Online exchanges between interested members led to a call with several CXPA members, CXPA Chair Barbie Fink, CCXP , and me. The call gathered perspectives about the possibilities and challenges of Federal sector CX. It was agreed that CXPA would explore ways to better understand these issues and consider ways to support the improvement of ...
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What do your Customers want you to know in 2022? CXPA recently had a chance to sit down with Bruce Temkin, CCXP, Head of the XM Institute at Qualtrics, to talk about key findings from 2021 research--and Bruce's predictions for 2022. You won't want to miss our conversation on Monday, December 20th! Tune in on LinkedIn here .  Congratulations to CXPA's 2022 New Board Members and Officers As a by member, for member association, CXPA is led by a volunteer Board of Directors. A slate of new Board members is developed by the CXPA Nominating Committee following an open call for nominations and affirmed ...
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Many of Australia’s marketing, customer experience and insights leaders in our ASX200 companies are still  challenged by the constant need to demonstrate the value their teams contribute to the business. Their efforts and ROI are often poorly understood and their roles are undergoing seismic shifts. A new research report from Sprout Strategy State of Experience & Insights Leadership Report 2021 – 2022, examines this plus the new roles emerging for these professions and their roadmaps for the future. In a first of its kind study in Australia, Sprout Strategy conducted a series of in-depth interviews with a range of leading professionals across the banking, ...

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I received another one just this morning, and you may have also.  It’s an email from a company that just loves its Customers, but implores them to not write back.  So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communications. Of course, I’m talking about the un-monitored email box. “Do not reply to this message. Replies to this message are routed to an unmonitored mailbox.”  That’s word-for-word the quote on an email from quite possibly one of the most celebrated Customer-centric brands you’ve ever heard of.  Yep, that one. “Unmonitored.”  “Do not reply.” ...
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This post will run later on 360Magazine.com and appears here first as a courtesty for CXPA members.  It’s probably too early to say where Joe Biden will rank in the history the United States’ greatest presidents, but he might wind up being remembered as the country's first chief customer officer. Earlier this week Biden signed an executive order with the pointed title, “ Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government .” To call it ambitious would be an understatement. To do anything other than applaud it would be disingenuous. The 36 CX improvement commitments across 17 Federal agencies include revamping ...
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With the end of 2021, I would like to give an update on what the CCXP Advisory Committee has been up to for the last three years. But first, I would like to recognize two CCXP Advisory Committee members who have contributed greatly to our success this year as they transition off the committee. Amy Shioji, CCXP Amy brought extensive business insights and experience at both the strategic and tactical implementation of Customer Experience within an organization. Her many roles as a senior CX leader for enterprise-size companies was critical in pushing our team to imagine “what could be” as the CCXP Exam organization evolved from a highly effective “start-up” ...
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How will businesses handle the new wave? Our increasingly digital world, with its rapid growth in e-commerce, has led to a meteoric jump in customer support requests. The question is: how will businesses handle this new wave?  Joe Jorczak,  Yext 's Head of Industry for Service & Support, explores what led to these historic trends and why AI search is the future, tune in  here .  Coming this Week Italian Network: CXMAS Tuesday, December 14, 2021, 5:00 PM IT More Information Join us for CXPA Atlanta’s Holiday Social (and Giving) Event Tuesday, December 14, 2021, 5:30 ...
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I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers.  From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage with your company along an entire journey filled with touchpoints not only directly related to what you build or do, but also in ways you might not even consider.  If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple.  But if your ordering process or refund and exchange requirements are not simple, you’ve missed the mark in fulfilling ...
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Z-Z-Z-Z-Z . . . That is the sound of many CX programs.  Capture scores. Report scores. Celebrate or commiserate. Repeat.   Face it: for many firms, CX is little more than a score-keeping activity. Mired in their legacy work and unwilling to make changes, programs have become lethargic, running on auto-pilot. Instead of pushing, prodding and poking, some CXers have become complacent, going through the motions instead of taking on the fight. It’s time to get aggressive. Whether it’s to affect change, up their game or simply make the job more relevant, CXers need to raise the bar on their programs. Get scrappy, demand more from your CX program and lead ...