Podcasts about cxpa

On this episode, host Sima Vasa talks to Ania Rodriguez, CEO and Founder of JourneyTrack and Chairwoman of the Board at Key Lime Interactive. Ania shares her founder journey from launching a UX consulting firm to building a venture-backed SaaS company in the emerging category of journey management. With a clear-eyed view of the differences between UX and CX, she explains how aligning with executive-level metrics creates staying power — and why data integration, category creation and capital strategy all matter when shifting from services to product. Key Takeaways: (02:12) Ania's background combines engineering, people and systems for innovation. (08:09) UX focuses on micro journeys while CX strategy operates at higher levels. (09:36) CX covers the full customer relationship, from awareness to advocacy. (11:15) C-suite now cares about CX, tying it to business outcomes and metrics. (12:36) CXPA is more strategic than most UX organizations. (15:30) Journey management tools connect insights to actions using integrations. (17:42) Journey management surfaces insights faster. (19:03) Time to first value is a crucial metric for SaaS adoption and success. (22:03) Knowing your financials and finding a niche are vital for entrepreneurs. Resources Mentioned: JourneyTrack | Website Key Lime Interactive | Website Thanks for listening to the Data Gurus podcast, brought to you by Infinity Squared. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show, and be sure to subscribe so you never miss another insightful conversation. #Analytics #MA #Data #Strategy #Innovation #Acquisitions #MRX #Restech

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You're not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That's exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations. Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you'll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you're working toward your CCXP certification, the course qualifies for critical credit hours. Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course: Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier? How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide? What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment? Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on Apple Podcasts or Spotify, or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation! Meet Gabe Smith Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership. Show Notes & References Discover and enroll in the new on-demand course: www.cxeducation.com Explore more resources and the global CX community: www.cxpaglobal.org Learn more about Mark Slatin and other courses: www.empoweredcx.com Don't forget to subscribe and make the Delighted Customers Podcast your weekly CX leadership advantage!

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen!About the GuestRajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards.Relevant Linkshttps://www.linkedin.com/in/rajeshsank/The Top 3 Key LearningsDigital Expectations Are Set by Other Industries – Customers don't compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple, expecting the same level of speed, simplicity, and convenience.Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience. Insurers must focus on human-to-human interactions, even in digital channels.AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency, but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support.Chapters00:00 Introduction and Guest Welcome 00:22 Rajesh Sankaran's Background 01:07 Core Values in Professional Life 01:47 Digital Transformation in Insurance 04:54 Challenges in Delivering Customer Experience 13:00 Balancing Technology and Human Touch 20:01 Future of AI in Insurance 22:19 Looking Ahead: The Future of Insurance 23:43 Conclusion and Final ThoughtsKeywordsdigital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn's insights are game-changers for any organization looking to excel in CX and boost revenue. Don't miss out on these actionable tips that can reshape how you lead your CX initiatives!About the GuestLynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA's authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more. Relevant Linkshttps://ClearAction.com https://LinkedIn.com/in/lynnhunsaker https://Twitter.com/clearactionThe Top 3 Key LearningsCX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.Chapters00:00 Introduction and Guest Presentation 03:05 Values Driving Lynn's Professional Life 04:16 Breaking Silos in CX Initiatives 06:27 Strategies for Cross-Departmental Collaboration 08:10 Increasing Motivation and Nurturing Collaboration 11:29 Building Universality in Projects 14:58 Tying CX to Business Key Performance Indicators 18:20 Counseling and Support for Employees 23:11 Organizational Learning and DebriefingFollow the podcast, rate, and review it. ...and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience.The CXPAGreg on LinkedinConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

CX Day is coming up on October 1st and Customer Service Week is October 7th - 11th. These days are so important to ensuring that you can improve your service and grow your sales.  - CX Day is all about the strategy and the ROI on your customer experience investments and programs. - Customer Service Week is more tactical and empahsizes those on the front line who are the face of the oganization. - Creating a CX strategy and customer service program that creates easy experiences for customers and eliminates hassles - Using these events as a springboard into the future to prioritize customer experience as a growth engine for the whole year. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, and what the CXPA is doing to shepherd the profession through a period of uncertainty.The CXPAGreg on LinkedinConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Harnessing the Power of Community Welcome back to The A100 podcast! In this episode, recorded live at ASAE's Annual Conference in Cleveland, O&U's Meghan Henning sits down with Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA). Greg shares how CXPA has leveraged the power of its global community to drive significant initiatives and maintain a strong, inclusive culture despite being a small-staff association. Key Highlights: Building the CX Book of Knowledge: Greg shares the inspiring story behind the creation of the CXPA's CX Book of Knowledge, a 322-page resource developed by 77 volunteers. This member-driven initiative has become a cornerstone for both new and seasoned customer experience professionals, providing invaluable insights, definitions and guidance. The success of this project highlights the power of community collaboration and the impact it can have on an association's reputation and value proposition. Maximizing Impact with a Small Staff: Despite having a small staff, CXPA has achieved remarkable results by uniting and motivating its members around shared goals. Greg discusses the importance of leveraging the strengths of the community, as demonstrated by the creation of 14 books following the CX Book of Knowledge. This approach not only enriches the member experience but also establishes CXPA as a trusted source of knowledge and leadership in the customer experience field. Inclusive Strategic Planning: Greg emphasizes the value of involving the broader CXPA community in strategic planning. Through a series of Zoom meetings, surveys and a steering committee, CXPA engaged over 1,200 members and non-members in shaping the organization's future. This inclusive approach has not only informed the association's direction but also cultivated a network of advocates committed to achieving CXPA's ambitious goals. Expanding Global Reach and Inclusivity: Under Greg's leadership, CXPA has grown from a small startup to a global organization with members in 70 countries. He discusses how the association has maintained a culture of inclusivity and belonging while expanding internationally, particularly through the use of virtual events and digital content. This shift, accelerated by the COVID-19 pandemic, has allowed CXPA to amplify diverse voices and ensure that all members feel represented and engaged. Navigating Emerging Trends in Customer Experience: Greg touches on the evolving nature of customer experience and the importance of staying ahead of trends. He explains how CXPA is preparing its members to meet these challenges by fostering collaboration and providing tailored resources. From digital communication channels to personalized customer interactions, Greg highlights the need for associations to be agile and responsive to the changing expectations of their members. Join us as Greg Melia offers valuable insights into how CXPA is harnessing the power of its global community to drive innovation, inclusivity and member value. Whether you're leading a small-staff association or looking to engage your members more effectively, this episode is packed with practical strategies and inspiration. Stay Connected: Subscribe to The Association 100 podcast on Spotify, Apple Podcasts or YouTube Podcasts to ensure you never miss an episode. Follow us on LinkedIn at The Association 100 and OnWrd & UpWrd for the latest in association trends and strategies. Tune in for more episodes filled with insights to help your association thrive!

It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are in and host Pat Gibbons welcomes Walker's own Troy Powell, Vice President of Strategy & Analytics, and Greg Melia, CEO of the CXPA, to discuss what was discovered. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/the-results-are-in/ To participate in The CX Leader Pulse, visit https://walkerinfo.com/pulse List to more episodes at https://cxleaderpodcast.com/ Learn more about the Customer Experience Professionals Association at https://cxpaglobal.org/  Learn more about Walker at https://walkerinfo.com/ 

Great customer experiences comes from great employee experiences. It's something we've discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success. Find a transcript on the show notes page: https://cxleaderpodcast.com/the-empathetic-frontline/ Learn more about Flywire at https://www.flywire.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

En entrevue cette semaine :  Catherine Gauthier, fondatrice de CXPA Québec Philippe Olivier, de 71 Légal En actualité, NVIDIA, la fin du panier bleu, l'électrification du Québec et bien plus avec Francis Gosselin et Philippe Richard Bertrand. Une production QUB Février 2024Pour de l'information concernant l'utilisation de vos données personnelles - https://omnystudio.com/policies/listener/fr

Tolnai Ákos 15 év informatikai értékesítési tapasztalattal rendelkezve alapította meg az AbilityMatrix vállalkozást Amerikában. A cég saját know-how-ra, egy viselkedés alapú piacszegmentálási modellre épül, amely segítségével gyorsabb product-market fit és hatékonyabb termékfejlesztés érhető el. Az AbilityMatrix főként innovatív nagyvállalatokkal és korai fázisú (seed és Series A) startupokkal működik együtt világszerte. Ákos szakértelme kiterjed a startup mentorálásra, fintechre, agritechre, valamint az ESG és fenntarthatósági területre. Ákos egy akkreditált ügyfélélmény-szakértő, az amerikai CXPA tagja, és rendszeresen előad a témákban. Megjelenései a Harvard Business Review nyomtatott verziójában és a Forbesban is kiemelkedőek. Jelenleg Torontóban él, ahol az AbilityMatrix észak-amerikai tevékenységét építi. Emellett a Toronto Service Design Jam főszervezője és a Toronto Behavioural Science Meetup csoport alapítója is. --- Nézd meg ennek a podcast-epizódnak a videó változatát: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/magyar-business-podcast⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Iratkozz fel a - sallang mentes - havi hírlevelünkre: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/Hirlevel⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Hallgasd meg es iratkozz fel: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/MBP⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Magyar Business Podcastről: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/MBP⁠⁠⁠⁠⁠⁠⁠

Tolnai Ákos 15 év informatikai értékesítési tapasztalattal rendelkezve alapította meg az AbilityMatrix vállalkozást Amerikában. A cég saját know-how-ra, egy viselkedés alapú piacszegmentálási modellre épül, amely segítségével gyorsabb product-market fit és hatékonyabb termékfejlesztés érhető el. Az AbilityMatrix főként innovatív nagyvállalatokkal és korai fázisú (seed és Series A) startupokkal működik együtt világszerte. Ákos szakértelme kiterjed a startup mentorálásra, fintechre, agritechre, valamint az ESG és fenntarthatósági területre. Ákos egy akkreditált ügyfélélmény-szakértő, az amerikai CXPA tagja, és rendszeresen előad a témákban. Megjelenései a Harvard Business Review nyomtatott verziójában és a Forbesban is kiemelkedőek. Jelenleg Torontóban él, ahol az AbilityMatrix észak-amerikai tevékenységét építi. Emellett a Toronto Service Design Jam főszervezője és a Toronto Behavioural Science Meetup csoport alapítója is. --- Nézd meg ennek a podcast-epizódnak a videó változatát: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/magyar-business-podcast⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Iratkozz fel a - sallang mentes - havi hírlevelünkre: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/Hirlevel⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Hallgasd meg es iratkozz fel: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/MBP⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ --- Magyar Business Podcastről: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.magyarbusiness.org/MBP⁠⁠⁠⁠⁠⁠⁠

Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts!In This Episode:Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives.2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX.Predictions for 2024: Our panel discusses their hopes and predictions, focusing on deeper human connections and technological empowerment in CX.Why Listen? Gain invaluable insights from top CX leaders to elevate your strategies for 2024. Perfect for CX professionals, digital experts, and leadership roles.✅ Subscribe & Share: Don't miss out on future episodes packed with CX wisdom. Subscribe now and share with your network to join our community of CX enthusiasts.Follow us on Your Preferred Podcast Platform for more transformative discussions.

Ian Golding ought to know a thing or two about the CX profession.  He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP).  He's the author of Customer What?,  Keynote Speaker,  and writer.  He's written over 600 articles on CX and hosts International Customer Experience Awards all over the world. This episode is different because we didn't have any set agenda of what to talk about.  We just explored some hard realities about the CX profession head on. I provides some deep insights about what CX leaders need to know and why they need to know it including:Problem: The 1st Step - Admit you have a problemDirection: Customer-led vs Product-led organizationTrust: It's role in the corporate worldEmpathy: Why it's lacking in the CX professionSkeptics: Dealing with them in the "acknowledge phase"Facts: The importance of not basing CX on opinionsResponsibilities: What CX leaders are 100% accountable forAnd so much more!Contact info: https://www.linkedin.com/in/iangolding/Meet IanIan Golding is a Certified Customer Experience Professional and CustomerExperience Specialist. A certified Lean Six Sigma Master Black Belt, Ian hasspent over twenty years in business improvement, working hard to ensurethat the businesses he works for are as customer focused as possible.Ian spent 17 years working in a variety of corporate organisations,including The Royal Bank of Scotland, GE Commercial Finance, GEReinsurance and Brake Brothers Foodservice. In his last permanent role asHead of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe's largest online retailers – Shop Direct.In 2012, he became an independent consultant, delivering projects in over 50 countries worldwide in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, professional services, retail, manufacturing, education and technology industries. Ian has published more than 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member.Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing.Ian hosts Customer Experience Award ceremonies around the world, including the UK, European, US, Turkey and International Customer Experience Awards.Ian's first book was published in April 2018 – ‘Customer What?' The honest and practical guide to Customer Experience' – is already being well received by professionals around the world.In 2021, Ian was awarded the title of the number 1 influencer in Customer Experience in the UK by Customer Experience Magazine.Examples of companies Ian has worked with are:PfizerAbbVieAlexion (Astra Zeneca)Boehringer IngleheimVolvoNedbankKCB BankErste BankBudapest BankOld Mutual GroupTata SteelToyotaGeneral ElectricTetra PakWeledaCiscoThomSubscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

CXPA Marks CX Day, A Global CX Celebration, Podcast, Without customers you don't have revenue “Without customers you don't have revenue,” says Patty Soltis of Upwork and of the Florida Network and CXPA. At its core, customer experience, CX, is about the people that make ant business possible: the customers and their experiences, as customers. “It makes perfectly good sense to pay attention to the customer.” In this podcast we learn about a group, CXPA, the global association of CX professionals. Soltis is joined on this podcast by Graham Clark of MCorp.CX and the Florida Network, who tells us about CXPA and how it became the leading organization in the CX community. Also joining the podcast is Mark Daley, a recognized industry leader with decades of telecoms leadership experience, and who recently systematized the sectors of the emerging AI industry. CX Day 2023, a global day to celebrate the organizations, individuals, and customers. Soltis and Clark walk us through a deeper understanding of CX, from being what Soltis describes as a “shiny object”, to making CX central to corporate culture and what Clark calls as “foundational”: who is the customer, what does the customer want, how is the customer changing? We learn about the centrality of telecom to CX, since connectivity, communication and being understood are central to achieving CX. We learn about how people can walk through the CX door to making their organization more CX centered and how the CXPA offers resources for people at all stages of CX development. Visit https://www.cxpa.org/home https://youtu.be/GZurtX6YNIY?si=uAAwflOGsB87UBEz

Every first Tuesday of October, CX pros take a moment to celebrate their profession and bring awareness to the benefits of a great customer experience, and we hope you're celebrating with us as well! Since 2011, the Customer Experience Professionals Association, or CXPA, has been dedicated to the advancement of the CX profession and continues to provide support for customer experience professionals throughout their career. Guest host Pat Gibbons welcomes Greg Melia, CEO of the CXPA, for a discussion on why we should take time to celebrate all things CX. Learn more about the CXPA at https://www.cxpaglobal.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

In this episode, we talk about upcoming Customer Service Week and CX Day. Link to my latest virtual hospitality program:  http://6canons.com/   - Customer Service Week is the first full week of October by presidential procolmation. - CX Day is on October 3rd - Good CX delivers better outcomes for customes, clients, and employees - This is your week to own Customer Experience and springboard into delivering amazing hospitality for your guests well into the future.   It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

Almost immediately after the first horseless carriages appeared on America's roads, motorists began organizing automobile clubs. AAA formed in 1902 with 1500 members. AAA continues to save the day after a breakdown and making dream vacations a reality for more than 63 million members. The logistics of that aren't easy, but this episode's guest will provide a glimpse of how the AAA National Office coordinates a complex customer experience program. Host Steve Walker welcomes Bryan Sander, managing director of member experience at AAA and a member of the CXPA board of directors, for a discussion on getting CX work done in a complex environment. Learn more about AAA at https://www.aaa.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

 About Vaishali Dialani Vaishali is a Senior CX Strategist at Konabos, ranking 11th in the Top customer experience Professionals 2023 globally and was recognised as CXPA's emerging leader in 2022. She is a strategy-driven customer experience professional, recognised for creating human-centred design systems for complex digital products and leading marketing initiatives across diverse industries from advertising, education, manufacturing, education, healthcare and fintech.About this EpisodeIn this episode, we talk to Vaishali about her experiences as a CX strategist. She also shares great insights into human behaviour and how people can achieve success. Through the conversation, Vaishali also sheds light on how young minds can leverage their skills to make a difference in the world for the better!Quotes1:20 – I'm extremely passionate about finding problems through research and then solving them by designing human-centred experiences3:26 – UX is quite digital-focused, it's more about designing the online experiences3:38 – What I love most about CX is the holistic end-to-end experience and approach that it takes in4:13 – No matter how much technology takes over, you still need that human touch and connection4:53 – Bringing your heart to the workplace is as important as bringing your mind5:32 – Simply listen, that will really help you to kick in your empathy skills and learn to put yourself in their shoes13:10 – Empathizing was a really big challenge for me13:52 – Celebrate yourself eventually as well once you get out of each challenging situation because it helps you and pushes you for the next one15:33 – Nothing is impossible as long as you put your heart and mind into it15:49 – I feel extremely grateful for these recognitions, so I hope to achieve many more and continue to inspire many more people like me16:39 – Fly with full faith17:48 – Shop in your craftUseful LinksInstagram:https://www.instagram.com/vaishalidialani/Twitter :https://twitter.com/VaishaliDialani LinkedIn: https://www.linkedin.com/in/vaishalidialaniThe Matrix Green Pill Podcast: https://thematrixgreenpill.com/Please review us: https://g.page/r/CS8IW35GvlraEAI/review The Matrix Green Pill Podcast: https://thematrixgreenpill.com/Please review us: https://g.page/r/CS8IW35GvlraEAI/review

We've mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA offers excellent resources and networking opportunities for CX professionals, and one of those opportunities includes the CX Leaders Advance Conference which was recently held in Orlando, Florida. The event offered CX pros an opportunity to discuss the most “pressing challenges faced by CX leaders.” Guest host Pat Gibbons welcomes back to the podcast Walker experts Sheila March and Dr. Troy Powell who participated in the conference and provides a recap of the events and the most pressing topics on the minds of CX professionals today. Learn more about the Customer Experience Professionals Association at https://www.cxpa.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

How did a neighborhood drugstore, founded in 1901 and measuring just 50 feet by 20 feet, become the pharmacy all others are measured by and one of the most respected American corporations?Charles R. Walgreen, Sr took a job at Horton's Drugstore in Dixon, Il because an accident left him unable to take part in sports when he was 16.  After working in several drugstores, he grew increasingly knowledgeable - and increasingly dissatisfied with what he saw as old-fashioned, complacent methods of running a drugstore.Walgreen saw a clear way to differentiate back in the late 1800's:  “...the most dramatic change Walgreen instituted was a level of service and personal attention unequaled by virtually any other pharmacy in Chicago.”Today Walgreens has over 13,000 locations across the U.S., Europe, and Latin American with over 325,000 team members.  Recently, Walgreens has formalized their Customer Experience Management efforts and Danielle Wipperfurth, CCXP, Director of Customer Experience at the storied retailer joins me for a fascinating discussion on The Delighted Customers Podcast.She shares some practical tips and stories including:The same as Coke vs. Pepsi? How does Walgreens think of their brand differently from CVS and other competitorsThe evolution of CX at WalgreensThe Power of in-store visitsIdea Testing Preparing for a health clinic from a CX perspectiveMeet DanielleDanielle Wipperfurth serves as Director of Customer Experience at Walgreens. Her background includes leadership roles across sectors and internationally in organizations as diverse as an incubator for social impact startups, a creative agency serving the White House, and a luxury outdoor kitchen company. Danielle's expertise includes healthcare customer experience, the relationship between employee and customer experience, and the power of aligning experience with your brand promise. She is deeply committed to Diversity, Equity, and Inclusion, serving on the Diversity Advancement Committee for the Customer Experience Professionals Association (CXPA). Danielle earned her MBA from the Kellogg School of Management at Northwestern University and her bachelor's degree from Davidson College. In 2020, she was recognized as an inaugural Emerging Leader in Customer Experience by the CXPA, and now invests in the next generation of CX leaders as Chair of the program. You can reach her at: https://www.linkedin.com/in/daniellewipperfurth/.Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Special Edition: CX Update from the CEO of CXPA, Greg MeliaCustomer satisfaction is down in nearly every industry and customers are growing more and more frustrated.This means the risk of customer churn is rising.If you're a customer experience leader you will want to equip yourself with the best resources to help your organization stand out from this customer frustration.In this Special Edition of the Delighted Customers Podcast, Greg Melia, CEO of the Customer Experience Professionals Association shares how CX leaders can best prepare for a turbulent world and what trends he's seeing in the marketplace.Greg returns to the Delighted Customers Podcast to give us an update on 3 things:The Purpose and Benefits of the  Leaders Advance Program in OrlandoResources available for CX leaders and anyone interested in CXTrends from the CEO's perspective Meet GregGreg Melia, CAE is an innovator and leader dedicated to advancing associations and customer experience. Greg was appointed by the Customer Experience Professionals Association as their first full-time CEO in April 2019. CXPA is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.  It has more than 55,000 followers in 70 countries around the world.Greg holds an undergraduate degree in psychology from The College of William & Mary, a master's degree in social anthropology from the London School of Economics, and a graduate certificate in Creativity and Change Leadership from the International Center for Studies in Creativity at the State University of New York. Greg is also a Coca-Cola Scholar and has served as a member of the Coca-Cola Scholars Alumni Advisory Board.  He was also designated an honorary member by Farmhouse Fraternity International in 2016.Like many in CX, Greg's professional experiences have helped develop his passion for CX. He worked for several years in hospitality, including as an inaugural staff member of the Ritz-Carlton hotel in Pentagon City, Virginia. He worked on employee culture and organizational strategy issues for the as an organization development consultant to the United States Environmental Protection Agency, has more than 15 years working with member experience at various associations including the American Society of Association Executives and The US Chamber of Commerce, and background in world-class storytelling at ITN Productions Industry News.Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXPWhat are the first steps in leading a customer experience practice in any organization?  Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies.Roxie co-architected the CX Index™ during her 13 years at Forrester Research.  She is a CX thought leader and currently serves as the Board Treasurer on the CXPA.  We get into the specifics of how to transformIn this episode:What are the first steps after taking the lead on a CX discipline?What do you need to double down on?What's the Daisy Chain Strategy to build trust with key stakeholders?How to avoid being labeled as a market researcher?We get into the specifics of how to transform a CX practice.  This episode is full of deep insights.Meet RoxieRoxie is a Certified Customer Experience Professional (CCXP) and the Vice President of Customer Experience Strategy for UKG, a provider of HR, payroll, and workforce management solutions with more than 14,000 employees. Recently, Ultimate Software (Roxie's original company) merged with Kronos to become UKG. Shortly after the merger, she was promoted to her current VP role.Roxie came to UKG from Forrester in 2018. There, she had led a customer experience practice centered around the CX Index, which she cocreated. It helped organizations diagnose their CX quality and identify how to improve their outcomes. This visibility into what drove other programs' success helped Roxie bring in new practices that matured UKG's program.Roxie's very focused on using the data to diagnose the most efficient and effective way to target resources to improve the customer experience in a way that maximizes business impact. She was recognized with the CXPA's CX Impact Award in 2020 and now is that organization's Board Treasurer. She was also a finalist for the CX Leader of the Year in 2020.Reach her on LinkedIn: https://www.linkedin.com/in/rstrohmenger/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Greg Melia, Bryan Sander and Amy Shioji from the CXPA board join the podcast to discuss what's new for 2023, their visions for how our profession and association can continue to evolve as well as the key strategies being pursued by the board this year. As CX professionals, they also share insights on the state of CX today and in the future as well as share their words of wisdom to CX professionals across the globe. It's a great way to learn about the premier association for customer experience professionals and how you can take advantage of the many resources available as a member! 

One of the fascinating things about doing experience design is the innumerable ways in which we can apply our understanding and work. While we might talk about silos such as customer, user, employee, patient, and the like, it always comes down to people. Or, some might say, humans. And it is not just that we are dealing with humans in our design, but that we should be humanistic when approaching our designs and for whom we are designing. Rather than designing “at” people, we need to design “for” them, or even hopefully design with “them.” There are many ways that our designs can make a difference in people's lives when we are open to those possibilities.Today on Experience by Design, we are very fortunate to have Vaishali Dialani, now of Konabos but formerly of NOW Money. Vaishali also is a winner of the CXPA 2022 Emerging Leader in CX Award for the Middle East. We talk with Vishaly about how the company started with a strong dose empathy for their migrant worker customers, who can be in precarious employment and immigration situations regarding their stability and opportunities. She talks about how her own background of being of Indian descent but growing up in Dubai helped her build trust with customers. We explore how the use of the app was about much more than the app itself, but about cultural norms, mindsets, and social context. Ultimately, the financial tool had a major impact on setting culture through technology, impacting the person who is using it as well as the family back home where the money is being sent. In this way, it became a tool to help provide services and support to the globally underserved and unsupported. 

Follow Neal on Twitter @NealWoodson nealwoodson.net Neal Woodson is a determined believer in putting people first in business. His vision is to change the way businesses think and operate so that workplaces and customer spaces are focused on helping people succeed in all areas of their lives. His simple, primary inspiration is helping people understand the primacy of service and how to make helping others the focus of their work. Through speaking and coaching, he is devoted to sharing ideas and helping people to lead and serve more effectively. As a team builder and leader, he has a proven track record of leading customer- and employee-experience transformation. As a teacher and coach for over 15 years, he has been privileged to be part of driving higher employee engagement and increased customer happiness in a variety of workplaces including hotels, call centers, and sales offices. For seven years, he worked as Director of Service Excellence at a large, multi-billion-dollar event technology provider in the hospitality space. In this role, he led the company's service excellence effort, analyzing customer feedback, creating plans for improvement, working with team members in implementing those plans, and coaching managers on how to lead it all. In addition, he trained and led a team of 65 coaches who worked as a network to help further the work and drive consistency. With hard work and a great team, the results showed a consistent climb in NPS scores year over year for five years. Currently, he consults, teaches, and coaches service-focused thinking for several companies. Additionally, he writes a weekly blog at nealwoodson.net and posts regularly on LinkedIn, Twitter, and Instagram. Outside of this work, he is a member of the Customer Experience Professionals Association where he is a founding member of the Baltimore Chesapeake CXPA Network. He has also been a workshop facilitator at the CXPA's international Insight Exchange conference. As an expert coach, he was twice invited to speak at the Medallia Experience conference on the topic of workplace coaching and building an enterprise-wide coaching network to drive service and customer experience improvement. He has also authored a book, The Uncomplicated Coach, which was written for busy managers and leaders of organizations who are frustrated with low employee engagement. In the book, he lays out a simple method for becoming a better leader that focuses on including people in improving workplaces and customer spaces by asking questions rather than having all the right answers. Whether it's collaborating to build a service culture, assisting in increasing revenue and reducing costs in human-centered ways, or developing strategies for improving overall customer and employee outcomes, Neal Woodson employs a down-to-earth, hands-on approach that seeks out the participation of multiple stakeholders in driving changes that benefit customers, employees, and entire organizations.

In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA.  Nancy discusses 3 important topics:1. Why gaining the support of executives is critical and how you might go about achieving that.2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association.  3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the Children's Village.  She also talks about how she applies customer experience principles to help operationalize CX.Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at mark@empoweredcx.com

In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization.He also shares the new CX Book of Knowledge and shares a "sneak peek on what's on the horizon that will be a significant benefit to members.Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at mark@empoweredcx.com

In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA.  Nancy discusses 3 important topics:1. Why gaining the support of executives is critical and how you might go about achieving that.2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association.  3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the Children's Village.  She also talks about how she applies customer experience principles to help operationalize CX.

In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization.He also shares the new CX Book of Knowledge and shares a "sneak peek on what's on the horizon that will be a significant benefit to members.

Every October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day. It's an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks.  Listen to Stacy Sherman and Greg Melia, CEO of CXPA, discuss how you can celebrate at your company with no or minimal budget. Also, you'll learn how Diversity, Equity & Inclusion (DEI) and customer experience (CX) are linked. And the importance of having a purpose-driven brand to attract better talent and customers. Take notes as there're a lot of actionable tips. More info: DoingCXRight.com/podcasts

140 Grit and your Startup with Luke Hohmann Founder and CEO of FirstRoot, Inc. Our mission is to create the next generation of impact investors. Our unique go-to-market strategy supports all stakeholders as youth use participatory budgeting to invest real money in their schools. Youth learn the 5 C's of modern education: creativity, critical thinking, communication, collaboration, and civics as they experience true agency and stewardship over their futures, learning through their own experiences how money really works. We want to get $1K into 1M schools globally and watch what happens when youth control $1B in capital. Previously a SAFe® Framework Contributor and Principal Consultant, Luke was Founder and CEO of Conteneo, Inc. (acquired by Scaled Agile, Inc.) where he worked with an extraordinary dev team to create the Weave, Strategy Engine and Knowsy® decision agility platforms. The author of four books, numerous articles and cited as an inventor on more than a dozen patents, Luke is an internationally recognized expert in Agile Software Development. Luke co-organized the first Agile conference in 2003, has served on the Board of the Agile Alliance and in partnership with the Scrum Alliance produced the "Collaboration at Scale", the world's largest monthly webinar devoted to helping organizations with 10 or more Scrum teams in 2 or more locations scale agility. Luke is a highly sought after speaker has as keynoted such conferences as the Agile Alliance conference, Agile Australia, Lean-Agile Scotland, Agile New Zealand, the Austrian Innovation Forum, the CXPA and the SAFe Summit. Luke's is the co-founder of Every Voice Engaged Foundation, a 501c3 nonprofit that helps citizens, governments and nonprofit organizations collaboratively solve problems that are unsolvable without civic engagement. EVEF has been a leader in the Participatory Budgeting movement, helping citizens prioritize hundreds of millions of dollars through Budget Games. In partnership with The Kettering Foundation (www.kettering.org), Conteneo created Common Ground for Action, the first scalable platform for deliberative decision-making. A former United States National Junior Pairs Figure Skating Champion, Luke likes playing with his four kids, his wife's cooking and long runs in the Santa Cruz mountains. Luke's an old school Silicon Valley entrepreneur. Instead of building companies to flip, he builds companies that make the world better! We talk about For the different stages of a company's growth, how can they collaborate using games to get results? How can a company go about finding the right Investment Banker? How important is teaching financial literacy?   What is project based, learning-by-doing? And much more     Connect with Luke Hohmann (5) Luke Hohmann | LinkedIn lukehohmann@yahoo.com firstroot.co 

CXPA newly appointed Regional Council Leaders, Ashima Bhagat, Catherine Gauthier, Georges Essama and Rebekah Kabugo-Mugisha discuss how the CXPA is creating a more global community of professionals through this new initiative. 

CXPA Volunteer leaders, Heather Gillbanks and Michelle Spaul discuss two new important initiatives underway at the CXPA - The Book of Knowledge and Facilitaitng CX Monograph Series. 

How These Three Pillars of CX Drive Profits When Leadership Is Proactive About Customer Experience  This week's guest is Jeannie Walters, CEO and founder of Experience Investigators, a global customer experience consulting firm that helps companies improve loyalty and retention, employee engagement, and overall customer experience. For more than 20 years Jeannie has dedicated her work to creating meaningful moments and real results with one mission: To Create Fewer Ruined Days for Customers™. As the Founder and Chief Experience Officer of Experience Investigators, Jeannie has helped organizations—from small businesses to Fortune 500s—to do just that. In this episode, Jeannie explains the three pillars of good CX to create positive experiences for customers and employees alike. She details how this is possible when customer experience management is proactive instead of reactive.   Jeannie's Journey in CX  Jeannie began her career in fundraising consulting and marketing. While working in marketing, she found that many organizations thought about legal, product development, marketing, and sales but no one was truly advocating for the customer. So about 20 years ago, she and her brother decided to focus on customer experience. They successfully ran a CX firm together until 2009 when Jeannie started Experience Investigators.   She has helped hundreds of companies of all sizes and across three continents strengthen their CX strategy. In addition to being a Certified Customer Experience Professional (CCXP), Jeannie is a TEDx speaker, a founding member of CXPA, co-host of the top-rated Crack the Customer Code podcast, and a four-time LinkedIn Learning instructor whose courses have been watched by more than 200,000 online learners.   An active writer, Jeannie's work has been featured in “Forbes,” “CustomerThink,” “The Future of Customer Engagement and Commerce,” and “My Customer,” as well as in university-level textbooks. She has received numerous recognitions for her work in CX.  The Three Pillars of Good CX  Jeannie has found that leaders often view customer experience as something that's nice, purely common sense, or solely focused on measuring feedback. But customer experience that's focused only on tracking customer satisfaction through surveys doesn't actually have an impact on the customer experience itself. This way of thinking about customer experience is an afterthought when what is really needed is forethought and planning to optimize the customer experience.  All organizations have customer experiences, whether intentionally designed or not. Jeannie's three pillars provide leadership a roadmap to be proactive, not reactive about the customer experience including how the entire organization should align to execute a successful CX plan.   1. Mindset  The first pillar lays the foundation for a CX strategy. The organization's mindset determines how to cultivate a customer service culture and ensures everyone in the organization is focused on it as something that is central to their business, not something extra or limited to certain departments.   Jeannie recommends writing a customer experience mission statement that helps everyone align where they're going so they can show up for customers no matter what. The mission statement documents who you are as a brand, including what you stand for. As an example, are you “the fastest” or “the most economical”? She points out the importance of gaining internal agreement on the brand promise in the customer experience mission statement as the north star that everyone in the organization gets behind.   2. Strategy  Next, this mindset needs to be translated into an effective business strategy to ensure customer experience is done right. The strategy must define what success looks like for your customer and for your organization. This becomes the success statement for the organizational goals, what the business leaders care about, how CX can support those goals, and how to measure that success.   Watching CSAT go up and down only helps your bottom line if you connect it to the bottom line. A business strategy builds these connections by, for example, discovering that a higher CSAT results in more satisfied and happier customers that share their remarkable experiences, spend more with your brand, and refer other customers. This connected strategy can support the revenue goals of your organization through increased customer loyalty and retention.   Throughout this process, it's important to be proactive about delivering intentional, positive customer experiences that connect to the central mindset and culture. We can apply best practices such as customer journey mapping, service blueprinting, and other tools. But because we ultimately experience things from our own perspective, we must be intentional in how we develop strategies that draw on the customer service culture to deliver excellent customer support.  3. Discipline  The third and final pillar is focused on crafting the discipline to deliver on the business strategy. This can't be accomplished effectively in silos, so it is essential to build collaborative cross-functional leadership teams that understand their role in creating the customer experience.   Everyone in your organization has a role in the customer experience. Your mindset and culture lay the foundation for guiding the discipline to deliver on your business strategies. Whether collaborating internally with colleagues, working with vendors, or communicating directly with customers from the contact center, everyone in your organization has a contribution to make and their daily efforts have a direct impact on the customer experience.  The Three Pillars in Action  Removing barriers to good customer service creates a chain reaction of positivity and empowers business leaders "To Create Fewer Ruined Days for Customers™.” When organizations embrace these three pillars and implement a focused business strategy for customer experience, they will see measurable results.   By starting with the documented mission statement, you define how you will show up for customers no matter what. Sometimes there are tradeoffs because you can't always be the fastest and most accurate, for example. That understanding needs to be reflected in your company culture and mindset.  Then craft an execution strategy based on your organizational goals so you can measure the ROI you want to achieve. Include in your strategy details such as how each department plays a role in customer experience, how you will build your customer experience team, and how you will measure effectiveness and customer success.   Finally, turn your strategy into the discipline to work with other leaders within your organization. The coalitions you build will make powerful impacts, ranging from how you post jobs and how you hire and onboard employees, to how you deliver your products and how you collect payment.  In sum, by proactively identifying the business goals of your customer experience strategy, deciding on the execution steps necessary to achieve them, and determining how to measure your success, you can transform the customer experience into a strategic asset. By looking at a combination of experiential data (customer feedback) and operational data (customer behaviors) you can gain insights into your customer experience and modify your goals as you go, while remaining grounded in your mission for excellent CX.  Learn More About Jeannie  To learn more about Jeannie and her strategy for good CX, visit   ExperienceInvestigators.com where you can also find Year of CX customer experience resources and workbooks. Visit CrackTheCustomerCode.com to learn more about the podcast she cohosts with Adam Toporek featuring insights and innovations from business leaders.  What Jeannie Does for Fun  Jeannie enjoys spending her free time with her two teenage sons. She loves watching them do what they love, from choir concerts to soccer games. Her oldest son is heading to college in the fall and she's grateful for the time they have together.  Watch the episode video here. Read the blog post here.  

Current CXPA board members: Stacey Nevel, Sebastien Munar and Jayalakshmi Sudarshan join me to discuss the current areas of focus for this year's board and the state of CX, globally.  

Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schrader, CX strategist at Farm Credit Service of America, for a discussion on ways for CX leaders to improve their CX program's visibility and build a reputation as a valuable part of their company's strategy.

Luke Hohmann is the Founder and CEO of FirstRoot, Inc., a Benefit Corporation devoted to creating great economic equality. Our unique go-to-market strategy supports all stakeholders as youth use participatory budgeting to invest real money in their schools. Youth learn the 5 C's of modern education: creativity, critical thinking, communication, collaboration, and civics as they experience true agency and stewardship over their futures, learning through their own experiences how money really works. We want to get $1K into 1M schools globally and watch what happens when youth control $1B in capital. Previously a SAFe® Framework Contributor and Principal Consultant, Luke was Founder and CEO of Conteneo, Inc. (acquired by Scaled Agile, Inc.) where he worked with an extraordinary dev team to create the Weave, Strategy Engine and Knowsy® decision agility platforms. The author of four books, numerous articles and cited as an inventor on more than a dozen patents, Luke is an internationally recognized expert in Agile Software Development. Luke co-organized the first Agile conference in 2003, has served on the Board of the Agile Alliance and in partnership with the Scrum Alliance produced the "Collaboration at Scale", the world's largest monthly webinar devoted to helping organizations with 10 or more Scrum teams in 2 or more locations scale agility. Luke is a highly sought after speaker has as keynoted such conferences as the Agile Alliance conference, Agile Australia, Lean-Agile Scotland, Agile New Zealand, the Austrian Innovation Forum, the CXPA and the SAFe Summit. Luke is the co-founder of Every Voice Engaged Foundation, a 501c3 nonprofit that helps citizens, governments and nonprofit organizations collaboratively solve problems that are unsolvable without civic engagement. EVEF has been a leader in the Participatory Budgeting movement, helping citizens prioritize hundreds of millions of dollars through Budget Games. In partnership with The Kettering Foundation (www.kettering.org), Conteneo created Common Ground for Action, the first scalable platform for deliberative decision-making. A former United States National Junior Pairs Figure Skating Champion, Luke likes playing with his four kids, his wife's cooking and long runs in the Santa Cruz mountains. Luke's an old school Silicon Valley entrepreneur. Instead of building companies to flip, he builds companies that make the world better! www.firstroot.co https://twitter.com/lukeohhmann (https://twitter.com/lukeohhmann) https://www.facebook.com/luke.h.hohmann/ (https://www.facebook.com/luke.h.hohmann/) https://www.linkedin.com/in/lukehohmann/ (https://www.linkedin.com/in/lukehohmann/) This podcast uses the following third-party services for analysis: AdBarker - https://adbarker.com/privacy Podtrac - https://analytics.podtrac.com/privacy-policy-gdrp Chartable - https://chartable.com/privacy

Luke Hohmann is the Founder and CEO of FirstRoot, Inc., a Benefit Corporation devoted to creating great economic equality. Our unique go-to-market strategy supports all stakeholders as youth use participatory budgeting to invest real money in their schools. Youth learn the 5 C's of modern education: creativity, critical thinking, communication, collaboration, and civics as they experience true agency and stewardship over their futures, learning through their own experiences how money really works. We want to get $1K into 1M schools globally and watch what happens when youth control $1B in capital. Previously a SAFe® Framework Contributor and Principal Consultant, Luke was Founder and CEO of Conteneo, Inc. (acquired by Scaled Agile, Inc.) where he worked with an extraordinary dev team to create the Weave, Strategy Engine and Knowsy® decision agility platforms. The author of four books, numerous articles and cited as an inventor on more than a dozen patents, Luke is an internationally recognized expert in Agile Software Development. Luke co-organized the first Agile conference in 2003, has served on the Board of the Agile Alliance and in partnership with the Scrum Alliance produced the "Collaboration at Scale", the world's largest monthly webinar devoted to helping organizations with 10 or more Scrum teams in 2 or more locations scale agility. Luke is a highly sought after speaker has as keynoted such conferences as the Agile Alliance conference, Agile Australia, Lean-Agile Scotland, Agile New Zealand, the Austrian Innovation Forum, the CXPA and the SAFe Summit. Luke is the co-founder of Every Voice Engaged Foundation, a 501c3 nonprofit that helps citizens, governments and nonprofit organizations collaboratively solve problems that are unsolvable without civic engagement. EVEF has been a leader in the Participatory Budgeting movement, helping citizens prioritize hundreds of millions of dollars through Budget Games. In partnership with The Kettering Foundation (www.kettering.org), Conteneo created Common Ground for Action, the first scalable platform for deliberative decision-making. A former United States National Junior Pairs Figure Skating Champion, Luke likes playing with his four kids, his wife's cooking and long runs in the Santa Cruz mountains. Luke's an old school Silicon Valley entrepreneur. Instead of building companies to flip, he builds companies that make the world better! www.firstroot.co https://twitter.com/lukeohhmann (https://twitter.com/lukeohhmann) https://www.facebook.com/luke.h.hohmann/ (https://www.facebook.com/luke.h.hohmann/) https://www.linkedin.com/in/lukehohmann/ (https://www.linkedin.com/in/lukehohmann/) This podcast uses the following third-party services for analysis: AdBarker - https://adbarker.com/privacy Podtrac - https://analytics.podtrac.com/privacy-policy-gdrp Chartable - https://chartable.com/privacy

Note: this episode is an encore presentation of the Live with CXPA event, “10 Traits of Effective CX Leaders” which premiered on March 8th, 2022. You can also watch a video presentation of this event on CXPA's Vimeo channel.  What makes an effective leader in customer experience? On this special episode of The CX Leader Podcast and Live with CXPA, host Steve Walker leads a discussion with panelists Lauri Jones (Walker), Sandra Mathis (Microsoft) and Johnathan Ruchman (Brookdale Senior Living) on ten traits of effective CX leaders. You can also download a free resource on this topic at walkerinfo.com/effectivecxleader. 

Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.

Jeanne and Marc discuss why customer journey maps are actually sales pipelines and should be replaced with goal maps. Jeanne tells the story of her dad, who retired with a three-block-long line of customers wishing him well. Jeanne Bliss is a global leader, keynote speaker and 4x bestselling author on experience leadership & customer-driven growth. She is also a cofounder of CXPA.org. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

In this episode of Clued In, Lou is joined by Bob Azman, Chief Customer Officer & Customer Experience Consultant at Innovative CX Solutions, Emeritus Board Chairperson at CXPA, Adjunct Professor, Best-selling Author, and host of All Things Considered CX podcast. Lou and Bob discuss the development of the CX industry along with some hurdles, and opportunities, all professionals involved in CX can take advantage of. In a profession that seems to be heavily fragmented (CX/EX/UX/Practitioner/Consultant/Platform Solution/etc.) the ability to embrace a shared view of experience management benefits everyone…especially the customer!

Sirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries. Sirte is the leader of CXPA's Finland network, member of the International Advisory Committee and one of CXPA's founding members. She was one of the first Europeans to have been certified as CCXP. Sirte was recently recognised as a TOP 150 Global Customer Experience Thought Leader and on the CX Hall of Fame. The CXPA has also awarded her with the Extra Mile Award. She has written three books on people experiences, two out of which are global #1 bestsellers. When Sirte is not playing with LEGO bricks with her clients, she is passionately championing CX in the Nordics, South-East Asia and beyond and is a familiar face in international CX Awards juries and on conference stages around the world.

The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt.My learnings:CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing.Only 2% of the participants to Ian's courses are from the C-Suite. Why? They don't care or CX is not enough important, or they already know enough. However, senior leaders from Amazon attended one of Ian's courses as they never stop to learn.The most important competency is measurement. It is a fact-based methodology. By measuring, it is possible to improve experience. It implies financial results can be improved for a sustainable growth.CX is not in the responsibility of a team but of everyone. The CX teams should develop capabilities, competencies, setting directions and holding the mirror. All these tasks should be performed in collaboration with business.The 7th CX core competency is the role of CX professionals. It is not really defined in the CXPA framework. However, it helps CX practitioners developing Resilience, courage, strengths and persistence to keep going.The future of CX is the marriage between Customer Experience and Employee Experience.His book suggestion:Outside In, Kerry Bodine & Harley Manning, Josh BernoffCustomer Journey Playbook, Jerry AngraveHow to contact Ian:https://www.linkedin.com/in/iangolding/https://ijgolding.com/Ian's book:https://ijgolding.com/ians-book/Ian's golden nugget: "If you are doing the right thing for the right reason, you have nothing to lose."Thank you, Ian Golding!#customerexperience #leadership #cxgoalkeeper #cxpa #ccxp

Barbie Fink is happily retired and currently serves as Chair on the Board of Directors for the Customer Experience Professionals Association (CXPA). She is most inspired when she witnesses the human transformation that occurs when people begin to see that for themselves. Barbie worked at Adobe for over 26 years with teams and leaders across the company to champion customer experience innovation and advocacy on a cross-functional basis. Barbie believes in the power of storytelling and that when combined with data, the human stories that are shared about real customer experiences instill empathy in leaders and a desire for positive change. Barbie received a BA in Psychology from the University of Maryland. She is a Certified Customer Experience Professional (CCXP), has a Green Belt in Lean Six Sigma, a LUMA certificate as a practitioner of human-centered design, and is a Net Promoter Certified Associate.

The CX goalkeeper had a smart discussion with Gabe SmithAfter more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the marketplace.My key learnings:The mission of the CXPA is “We support CX professionals to share, learn, inspire, and grow throughout their entire career”The CXPA has more than 4'000 members from 70 different countriesThe volunteers play an important role in the communityGabe Smith is the CX wikipedia :)The CCXP is one of the most important certification in the CX worldIt's more than only an exam. It's also about continuous learning Gabe's gold nugget (summarised): “Customer Experience is the right thing to do financially, and the right thing to do morally”How to contact Gabe: linkedin.com/in/gabesmithccxp/Thank you Gabe!