As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I [...]
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On the 3rd October 2017, the world will once again celebrate [...]
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org Last week I had the honour of being a judge at [...]
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the 'Office of the Customer and Customer Experience Strategy' at telco giant, AT&T. One passionate CX Professional [...]
A few days ago I published an interview I recently conducted with a company called ReachForce. The very first question they asked me was "How did you become so passionate about customer experience management?". It is a question that I do not recall ever being asked before. My response was as follows: In reality, I think [...]
This article was originally written for my exclusive column on mycustomer.com - a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience [...]
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A [...]
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as 'Experience Improvement & Design'. To become a Certified Customer Experience Professional (CCXP), you will need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies [...]
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the [...]
Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put [...]
