12 Ways To Engage With The Customer Experience Professionals Association

I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide.

In that post I unveiled an updated version of the CXPA.org’s mission statement:

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards.

I also mentioned that we were working on developing the strategic pillars that will guide the CXPA over the next several years. Here they are:

  • Establish the role of CX professionals as essential for business success. For our profession to be successful, we need to make sure that people (especially business leaders) understand the importance of our work and that we highlight how our community is helping to drive the success of their organizations.
  • Grow the community of engaged CX professionals. The CXPA is a non-profit organization that is built on the collective energy and support of our members. Growing the number of members is not enough, we need to encourage members to become active and to raise the number of highly-active members within our community.
  • Increase members’ CX knowledge, capabilities, and effectiveness through member to member programming. We want to help our members be the best that they can be, but don’t want to replicate the content and resources that already exist in other areas. We believe that the most effective way to add value in this area is to create mechanisms for our members to share with each other and to foster a culture of sharing across our community.
  • Create tailored strategies based on key member segments. As our community grows, we will want to cater some of our offerings to meet the needs of different subgroups (e.g., new CX professionals).
  • Ensure that the CXPA has the right talent. From the board of directors to the volunteers across the community, we need to make sure that the CXPA has great people in all of the key roles and a plan for evolving that leadership over time.

To help drive these efforts, we are aligning the CXPA’s board of directors around each of these pillars.

If you’re a CX professional, then I hope you see the value that the CXPA provides to you. It’s YOUR organization. Together, we can collectively raise the visibility and effectiveness of customer experience professionals.

I urge you to join and become active in the CXPA. The strength of our association, and the ability for us to achieve our mission, is based on the participation of CX professionals around the world.

Here are 12 ways that you can get involved…

  1. Go to the online CXPA community and introduce yourself.
  2. Participate in a YourMembership call to learn about all the resources available to you.
  3. Learn or share your successes on a webinar or educational call.
  4. Become a mentor or mentee in our new CX mentorship program
  5. Meet and interact with other CX professionals at one of our many Local Networking Events.
  6. Attend our flagship Insight Exchange in San Diego in May, a “must-attend” event!
  7. Pose a question or suggest an answer in our online community.
  8. Submit a question to our panel of CX Experts.
  9. Post a job or find a new amazing opportunity on our CX career list.
  10. Celebrate CX Day on October 6th and help plan the events when we call out for volunteers.
  11. If you’re qualified, work towards a Certified Customer Experience Professional and proudly display your CCXP credentials.
  12. Showcase your support of the CX profession by becoming a CXPA sponsor.

The bottom line: Get involved in the CXPA!

Webinar: CX Trends for 2015 (Year of the Employee)

Earlier this month, I published Temkin Group’s CX Trends for 2015, which labeled 2015 as “The Year of the Employee.” Here’s a recording of a recent webinar going over those trends:

See listing of Temkin Group’s recorded webinars.

The bottom line: Focus on your employees this year!


Webinar: Lessons in CX Excellence, 2015

Earlier this month, we published Lessons in CX Excellence, 2015, which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report:

See listing of Temkin Group’s recorded webinars.

The bottom line: Learn from award-winning CX programs.

Building a Strong Voice of the Customer Program (Video)

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. This video highlights our model for creating a VoC program, called the 6D’s: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. Also, check out our VoC/NPS Program Resources.

The bottom line: Great companies learn from, and act upon, the voice of their customers.

2015 CX Vendor Excellence Awards


Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Submission are due by March 5th (extended until March 10th).

Report: Lessons in CX Excellence, 2015

1501_LessonsInCXExcellence_COVERWe just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Here’s the executive summary:

This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. At the end of this report, we have included all of the finalists’ detailed nomination forms to help you collect examples and ideas to apply to your own CX efforts.

Download report for $195

Watch Temkin Group webinar about this research.

Here are some highlights from the finalists:

  • Activision Customer Care. Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. Activision combines this dedication to listening to its players with a willingness to redesign significant interactions. For example, it revamped its “Contact Us” page to include ambassador chat and callback scheduling, which resulted in higher satisfaction and lower effort for customers.
  • Aetna. Despite being in an industry undergoing tremendous change, Aetna is focusing on its 2020 vision to make the company 100% customer-centric. It has implemented many changes to help achieve this goal, including providing service over the phone and investing in text and speech analytics to better identify customer pain points and improve the behaviors and skillsets of its call representatives. The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS).
  • Crowe Horwath. With a client engagement score towering 33 points above the accounting industry average, Crowe Horwath is seeing the pay-off of its efforts to deliver an exceptional client experience. These efforts include establishing a firm-wide governance model and measurement scorecard, implementing a closed-loop voice of the customer program, incorporating customer journey mapping to uncover moments of truth, and engaging employees through training, client-driven CX recognition programs, and an employee ambassador program.
  • Dell. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees. Dell enlists different groups from across the company—including engineering, marketing, sales, support, and digital—to make improvements to the entire customer journey. As a result of this work, Dell has opened 16 solution centers—which gives customers a place to experience solutions—and has provided proactive support over a wide variety of social channels, simplified Dell.com for consumer and business users, and implemented more than 540 customer innovation ideas.
  • EMC Corporation. The Total Customer Experience (TCE) program at EMC works across the enterprise to enhance the company’s customer experience by listening to customer feedback, analyzing data, and taking directed action based on that feedback and data. The program also raises awareness of how every person at the company impacts customer experience. As its CX efforts have matured, the TCE team has evolved to take on more challenging tasks; its projects now include predictive CX analytics, measuring its partner experience quality, and optimizing the experience across many different customer segments and solutions.
  • The Results Companies. To support its work as a business process outsourcing provider, The Results Companies uses its own unique operating model called CX360, which allows for continuous business process refinements that improve the customer experience. Built on three pillars—people, knowledge, empowerment—CX360 has helped the company ensure that its 8,500 employees around the globe remain focused on CX. The operating model has also contributed to Results’ strong growth in new clients and year-over-year revenue.
  • Texas NICUSA/Texas.gov. Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies. It serves over 50,000 monthly site visitors and 300 state and local governments. Its three-tiered multi-channel customer service approach includes a general customer service Help Desk (phone and online), a Service Desk to support governmental agency needs, and a group of Technology Subject Matter Experts who can provide escalated assistance to either citizens or agency employees.
  • TouchPoint Support Services. TouchPoint Support Services streamlines support services within healthcare facilities. The company’s business goals, known as Top of Mind Objectives, guide the work of its 6,800 associates, helping them to find inefficiencies and improve patient satisfaction, associate engagement, safety, unity, and budget compliance. Touchpoint uses many methods for aligning employees with these objectives, including special training for managers and frontline employees, coaching from dedicated customer experience managers (who visit sites regularly), and associate recognition programs.

Download report for $195

If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013.

The bottom line: There’s a lot to learn from these CX Excellence Finalists.

Celebrating Martin Luther King, Holiday or Not

Whether or not you are celebrating Martin Luther King Day (It’s a Temkin Group holiday), it’s a great opportunity to reflect on some of MLK’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations.

Last year, I mapped some of MLS’s quotes into our four CX competencies. To honor MLK this year, I’m sharing four of his quotes that I find to be particularly meaningful:

I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin, but by the content of their character.

Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that.

The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.

The time is always right to do what is right.

The bottom line: We can all learn from MLK’s powerful words.

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