What CEOs Need to Know About CX-EX Balance

Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary often ask which should be prioritized by organizational leadership. In August 2024, CXPA gathered senior customer experience leaders from around the world to have a set of online conversations on the Natter conversations platform about these two topics. We found that the two elements are not in opposition to one another - in fact, leaders must embrace the interrelated duality of CX and EX to unlock sustainable business results. We encourage you to download and share "What CEOs need to Know about CX-EX Balance" to learn more. 

• Can you sustain positive customer experience outcomes without a positive employee experience?  Positive employee experience outcomes without a positive customer experience?
• How would you depict your organization's approach to CX and EX?
• How do customer experience (CX) and employee experience (EX) interact in your work?
• What is needed to create solutions that satisfy both customers and employees? 
• How can C-suite leaders support mutually beneficial outcomes?
• Which CX - EX strategic approach is most beneficial to an organization?
• What should an organization make its PRIMARY focus in regard to CX, EX and financial success?

We encourage you to download the four-page advisory brief and share it freely with your CEO, C-Suite, CX and EX peers.

What CEOs Need to Know about CX-EX Balance.pdf

The program experience was overall well received by participants.  One wrote, "LOVED this format - well done and look forward to more of these!" Another noted, "This was a great program.  The breakout sessions were great."

The following individuals participated in the program and agreed to be listed here should you desire to continue the conversations. 

• Eng. Ahmed Alfaddagi, CCXP, Senior Partner, Mushar Consulting
• Enrique Gomez Alonso, Director Advisory Service Europe, Medallia
• Jennifer Baker, Membership Engagement Manager, Customer Experience Professionals Association
• Simon Beeson, CCXP, Associate Director, People Experience and Change, AIA Group
• Adrienne Bryant, CAE, Program Director, CCXP, Customer Experience Professionals Association 
• Graham Clark, CCXP, VP, Market Development, McorpCX, LLC 
• Mr. Satish Dave, CCXP, Executive Director, Customer Experience, Kantar
• Hillary Dobbs-Davis, Client Experience Manager, Casey Peterson, LTD
• Lauren Feehrer, CCXP, Founder and President, LoyaltyCraft Consulting
• Jeffrey Hewes, Senior Client Experience Manager, GGRM Law Firm
• Shaughn Houston, Director, Customer Experience, Esri Canada
• Lynn Hunsaker, CCXP, Chief Customer Officer, ClearAction Continuum
• Jessica Kinghorn, CCXP, Principal Consultant, Kinghorn Strategy
• Keith Kmett, CCXP, Principal CX Advisor, Medallia 
• Lori Laflin, Digital Customer Experience Strategist
• Matt Lewis, Experience Architect, Customer Experience, GE Aerospace
• Brian Lunde, Senior Vice President, CMI
• Sheila March, CCXP, Customer Experience Manager, Walker
• Denise Mardis, Senior Manager, CX
• Greg Melia, CAE, Chief Executive Officer, Customer Experience Professionals Association
• Michelle Morris, CCXP, Associate Director of Business Transformation, Verizon Connect
• Troy Powell, Vice President, Strategy & Analytics, Walker
• Erica Ross, Customer Experience Manager, Granger Construction
• Paul Rous, CCXP, Client Experience Measurement Leader
• Jhumur Saha Choudhury, CCXP, Director of Client Experience, ATB Business and Wealth, ATB Financial
• Lorraine Schumacher, CCXP, CX Evangelist, Independent Consultant
• Tonya Seibert, CCXP, Director of Customer Experience Lifecycle, Infor
• Gabe Smith, CCXP, Content Manager & Associate Director, Customer Experience Professionals Association
• Ayman van Bregt, CCXP, Digital Customer Experience Strategist, Ignite.cx
• Gitana Velickaite Remeikiene, CCXP, CX Consultant, CustomerExperience.LT
• Megan Viljoen, Head of Customer Experience, Nawiri Group
• Fawad Younus, CCXP, Executive Managing Director, Pakistan Kidney Patients Association
• Georgia Zavorgianou, Global Customer Experience Manager, Arlo Technologies Ltd
• Aileen Zink, CCXP, Survey Program Manager, Desert Financial Credit Union