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Live from CXPA
Boston Clock Tower Hello, world! I’ve been sort of checked out from the blog thanks to travel, work, travel, work and now some travel (for work.) This week, I’m in Boston attending the first ever...
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4 Challenges About Leading Customer Experience Initiatives
It was a meeting of a new organization at the oldest operating hotel in the United States, the Omni Parker House Hotel in Boston. (That’s the Omni Pahkah House to Boston locals.) At the inaugural...
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The Secret Ingredient? Passion.
Trying to summarize my thoughts around the first Chicagoland Customer Experience Professionals Association (CXPA) meetup is like trying to describe one of those strange dreams we have. “It was my...
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Think You’re Focused on Customers? Think Again.
This isn't so bad! Today, I’m participating in the second Members Insight Exchange of the Customer Experience Professionals Association (CXPA) in beautiful San Diego at the even more beautiful Hotel...
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Culture Wins
“Culture eats strategy for breakfast.” This quote is widely attributed to Peter Drucker. And I can’t think of a better way to say it. Except for this: “You can have a great culture without a great...
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How eBay is Unlocking The Customer Journey
During the Customer Experience Professionals Association (CXPA) Member Insights Exchange, one of the breakout sessions was a presentation by Brian Bolten, Vice President/Director, Engagement Strategy...
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Rackspace Gets Fanatical About Customer Experience
Ben Hart, Senior Director of Customer Loyalty at Rackspace, was the Keynote Speaker for the Customer Experience Professionals Association (CXPA). Rackspace is a $1.3 Billion hosting company that is the...
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10 Ways Customer Experience Rocks Your World
Times have changed. A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Today, there is much head nodding. People get what it means and why it’s...
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The Value of Customer Experience
What’s the value of customer experience? It’s an interesting question. Whether being measured by your customers or from within your organization, the value of customer experience can be measured in so...
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Stay Ahead with an Honest Exchange of Customer Experience Insight
I’m spending some time in hot and stormy Atlanta this week. It’s the fourth annual Customer Experience Professionals Association Insight Exchange, where CX professionals from all sorts of industries...
View Article5 Top Challenges CX Pros are Tackling Today
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain...
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How Do Smart Leaders Create the Best Experiences?
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on...
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5 Top CX Trends For Survival in the Age of the Customer
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful...
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3 Big Themes from the Most Dedicated CX Experts in the World
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get...
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