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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Do you remember your first day at your current job? It may not have been as special as you hoped. Many new hires share dull stories of their initial days at work. Picture this: a new employee arrives, confusing the receptionist who expected them next day. He finds a plain desk with only a monitor, cable, and binder clip. The lonely chair seems more suited for an archaeologist than a new hire. The tasks might also feel routine – browsing HR docs, pretending to be engaged. Add a whirlwind of introductions, leaving you dizzy and hoping you didn't make a wrong move too soon. Yet, in this chaos, the chance to make a new team member feel valued and welcomed is missed. ...

CXO Playbook

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Are you a new Chief Experience Officer (CXO)? Or a veteran CXO looking for ways to continue to sharpen your skills? If so, I just finished a book you might like: The Chief Customer Officer Playbook by Rod Cherkas ( https://rodcherkas.com/ ) In the book Rod shares a CXO maturity model that highlights eight key skills & behaviors every CXO needs to drive impactful change. The skills are categorized into four main categories: 1️⃣ Organizational impact 🔸Cross-functional partnerships 🔸Communicating & storytelling 2️⃣ Customer impact 🔹Connecting with customers 🔹Thought ...
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The excitement is building for the 2024 CXPA CX Leaders Advance conference. Read what sets this conference apart and reserve your spot to join us! CX Leaders Advance is designed with the needs of CX leaders in mind. We’ve skipped the exhibit hall and platform-specific sessions to design a conference experience tailored to support your individual and organization's CX success. Sessions are led by Chief Experience Officers, Digital CX Leaders, published authors, and renowned CX consultants from across the globe including 27 CCXPs from 8 different countries. The agenda includes 18 sessions, each crafted to address pressing topics for ...
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Collaboration and Improvement in organizations Organizations are complex entities that require a multidisciplinary approach for their development and growth. In this context, different disciplines with diverse origins tackle organizational problems from various perspectives, which, without a holistic view, can lead to overlaps, gaps, ambiguities, or even contradictions. Decisions made from a narrow perspective can generate unforeseen impacts within the organization. A cost-saving decision driven by an exclusively financial perspective can impact employee satisfaction; a successful but uncoordinated marketing campaign can lead to an unexpected overload ...
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What are the CEOs Needs as stakeholder? A great customer experience strategy begins by truly understanding the customer that you intend to serve. Customer experience professionals and their teams use market insights, historical data, voice of the customer feedback, and co-creation to develop customer understanding and personas that help to ensure that customer needs and perspectives are considered in the design, development, delivery, and ongoing relationship across the customer lifecycle. But how much do we really know and understand about the Chief Executive Officer (CEO) as a key stakeholder in customer experience? Read more ...
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When my wife and I checked into our hotel following a 9 hour drive to Lake Placid last Fall, the front desk agent informed us that our room wasn’t ready but should be shortly. 😐 We understood and took the time to purvey the hotel grounds, stretch our legs, and scan the downtown district. But when we returned a couple of hours later, our room was still not ready. Our mood changed from upbeat to somber. 😣 Empathizing with our situation, the agent offered us an upgraded suite with a fireplace, porch, and full kitchen at no extra charge. And just like that, our mood snapped back. 😄😄😄 The experience that we originally expected failed. In ...
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“Name it to tame it” – is a strategy that can be used when a person is emotionally “flooded”, where the right side of their brain (aka the feeling side) is in the driver’s seat. When the person names what they’re feeling it turns on the left side of their brain (aka the logical/thinking side) & helps them make sense of what’s happening in the moment. 🧠 Utilizing this technique can be helpful across any relationship (e.g. parental, spousal, familial, leadership, etc.) – it allows you, the person witnessing someone experiencing big feelings, to be compassionate, empathetic, & supportive. 💕 Think of the impact this technique could have ...
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According to a recent article in Forbes based on recent research from Deloitte, CX Leaders face five significant hurdles in their quest to drive exceptional customer and employee experiences. Fortunately, CXPA is gearing up to address these challenges head-on at its upcoming CX Leaders Advance conference , taking place April 30 th -May 2 nd in Denver, Colorado. Let's explore how some of the conference breakout sessions align with the key challenges identified in the research: Collaborating with other leaders on experience priorities: Challenge: Deloitte’s research showed that CX leaders continue to face collaboration obstacles with other department ...
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Upcoming Office Closure: President's Day CXPA headquarters will be closed on Monday, February 19, 2024 in recognition of President's Day Love is in the Air 💗 Thank You Sponsors for Continued Support Thank you to our sponsors who show continued support of CXPA and the CX community. Your support fuels our passion for CX excellence! Your support means the world to us and helps us empower our community every day. From the bottom of our hearts, thank you for helping us spread love and joy in the CX community. Are you or a CX partner you know ready to grow? If you know of a passionate CX partner ...
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As champions of your brand's narrative, it's high time you delve into the transformative realm of Branded Customer Experience training. This is more than a mere perk; it's the cornerstone of forging an allied front where every employee becomes an eloquent brand storyteller. Just as a mountaineer relies on a sturdy rope to navigate the perilous peaks, your team members cling to the Branded CX training as their lifeline. It is their secure lead, guiding them safely through the interactions with each customer, ensuring every touchpoint resonates with the strength and stability of your brand. With it, each employee climbs with confidence, transforming into an agile ...
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If you don’t make the business case for your customer experience initiatives, they will hit a wall. But the harsh truth is that most CX leaders don’t come from the world of finance . Yet without a clear and convincing argument of why your work should be prioritized over another department’s work, it will get delayed or denied. It’s more common for CX leaders to express their version of success in terms of enablers like improvement in NPS, less customer friction, or shorter wait times. While these may be 100% accurate, enablers aren’t outcomes. They must be translated into the language of the C-Suite to get traction. Too often, ...
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As we begin Black History Month in the United States, CXPA joins in paying tribute to the contributions of Black Americans to society and the advancement of the customer field while acknowledging there is still much to do to achieve equity and inclusion for all. Understanding and respecting customer differences is a cornerstone of customer experience, but history shows us that Black Americans have not always felt welcome by business. As Professor Gary David remarked during a powerful program organized by the CXPA Atlanta and Boston networks, “The Civil Rights movement was filled with people who were not only trying to argue for their personhood but arguing ...
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New! CXPA Advertising and Sponsorship Brochure A new Advertising and Sponsorship brochure is now available! CXPA is gearing up to feature a handful of top CX partners at our upcoming 2024 CX Leaders Advance conference. One thing that is unique about the conference is that there is no exhibition hall. Rather, CX technology, CX service providers and CX leaders connect in a highly collaborative environment in the breakout sessions. This creates a special opportunity to connect with CX decision-makers. If you know of a passionate CX partner looking for strategic partnership, check out our new Advertising and Sponsorship opportunities! Learn more here ...
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A great customer experience strategy begins by truly understanding the customer that you intend to serve. Customer experience professionals and their teams use market insights, historical data, voice of the customer feedback, and co-creation to develop customer understanding and personas that help to ensure that customer needs and perspectives are considered in the design, development, delivery, and ongoing relationship across the customer lifecycle. Most CX programs have a broad collection of customer personas reflecting the differentiated needs of the many different customer segments. In some companies, this has even extended to developing employee personas ...
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A CX Roadmap! Lost in the Wilderness Picture this: you decide to take a spontaneous vacation, throwing caution to the wind and setting out without a destination or itinerary. The excitement of spontaneity quickly turns into confusion as you find yourself lost in unfamiliar territory. Similarly, a business operating without a CX roadmap is bound to encounter pain points - customer dissatisfaction, inefficient processes, and lost opportunities. Without a strategic plan in place, CX leaders risk losing sight of their organizational goals, leading to a disjointed and frustrating change process. Just as a traveler might feel disoriented in ...

Marble Moment

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🥫 “Put a marble in the jar” – is a phrase my kids hope I say daily. Five years ago, we sat down as a family & using best practices I gained as a leader, we determined our family values. We talked about what was important to our family, how people would “know” our values through our behavior, & what attributes made our family unique. Each person listed values they thought were important, we voted to find consensus, & after a few sessions we settled on our family values: 👬 Kindness 💕 Love 🤝 Respect 👨‍👩‍👦‍👦 Family 🕊 Peace 🙏 Gratitude 👨‍🚒 Courage 😇 Truth 💪 Grit We wanted to find a way to acknowledge when a person ...
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The idiom comes from the peevish dramatist John Dennis early in the 18th century , after he had conceived a novel idea for a thunder machine for his unsuccessful 1709 play Appius and Virginia and later found it used at a performance of Macbeth. It’s an awful feeling. You’ve worked hard on something and someone steps in and “steals your thunder,” receiving credit for something you rightfully should have earned. Anger, frustration, betrayal are all normal emotions when someone steals your thunder. In Building a Story Brand, Donald Miller suggests nearly every story has a: Hero Guide Victim Villain The hero is on ...
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2024 CX Leaders Advance Conference Ready to add new tools to your CX toolbox? Look no further! Attend CX Leaders Advance held April 30 - May 2, 2024 in Denver, Colorado. This conference is especially designed for both new and experienced CX professionals who lead (or significantly contribute to the leadership) of a CX program at corporations, healthcare organizations, government agencies, and nonprofits, etc. Take advantage of this opportunity to learn with CX Leaders, get new CX strategy tips, make CX connections with changemakers and more. Ensure your participation and register today . We can't wait to see you in Denver, Colorado. ...
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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 Meagan Jackson, CCXP , Head of Customer Experience, The Argus Group Shaza Alashi , Manager – Customer Experience, تام | TAM Rod Netterfield , CCXP , Chief Customer Officer, City of Gold Coast Seda Turan , Customer Experience Management Manager, Fibabanka Carrie Vick , Senior Director, Client Experience Transformation and Innovation, TIAA Lorena Kurtjian Hernandez , CX Strategy Principal, Workday ...
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To help chart our future, the Customer Experience Professionals Association (CXPA) began an extensive research project in October 2023 to better understand the state of CX and the CX profession. Today, we are writing to share an update on the project and share how CXPA members and stakeholders are at its heart. Association Laboratory Inc. serves as the external partner for this research. Its international staff have 25 years of experience researching association trends and advising professional bodies on value and growth strategies. Association Laboratory was selected by a global panel of CXPA members that included @Thomina Voziki, CCXP (Greece); @Dr. ...