Customer Experience – Fact or Fiction?

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 [...]

By |2016-01-15T12:14:21+00:00January 15th, 2016|CX Professionals, Uncategorized|3 Comments

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

  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 [...]

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

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 [...]

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

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 [...]

By |2015-04-13T15:15:48+01:00February 11th, 2015|CX Professionals, People|2 Comments

Earning authority as a Customer Experience Professional – the importance of professional development

When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was [...]

By |2015-04-13T15:20:19+01:00January 26th, 2015|CX Professionals|1 Comment

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)

The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to [...]

By |2015-04-13T15:30:11+01:00November 21st, 2014|Customer Experience Training, CX Professionals|2 Comments

The secret diary of a Customer Experience Professional (aged 41 & 3/4)

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here. What you are [...]

By |2015-04-13T15:34:48+01:00October 6th, 2014|CX Professionals|3 Comments

Why would you recommend Virgin Trains? Why NPS should not be the default question to measure all customer experiences

Virgin Trains - why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist in the profession myself, the ability to continually learn from my peers enables my own development. Whilst I love writing [...]

Do you have what it takes to become a CCXP? The new certification programme for CX Professionals

Are you passionate about Customer Experience? Do you believe that organisations should be 'customer led'? Do you work in the field of customer service of customer experience? Do you want to be recognised for your skill set, knowledge and expertise as a customer experience professional? If you have answered 'yes' to all of these questions, [...]

By |2015-10-06T13:30:08+01:00December 18th, 2013|CX Professionals|2 Comments

Customer Service or Customer Experience? What exactly does customer experience mean?

I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around the world, and our number is growing at a very steady rate - something the Customer Experience Professionals Association (CXPA - http://www.cxpa.org/default.asp) is delighted to [...]

Go to Top