6 Takeaways from the CXPA Members Insight Exchange


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Last week marked the inaugural Members Insight Exchange meeting of the Customer Experience Professionals Association (CXPA): more than 150 professionals, including practitioners and providers, came together for two days to talk about customer experience best practices, trends, and the emergence of this area as a recognized and fulfilling profession.

In an atmosphere of open sharing and dialogue, it became clear that many companies are making great progress in bringing the voice of their customers into the design of better customer experience and ultimately supporting corporate growth. It also became clear that even the leading companies have struggled or still are struggling with familiar challenges as they work to evolve their programs.

In this post, I highlight six themes that I heard over the course of the two days… things to think about as each us builds or enhances our own customer strategies.

1. Vocal and visible executive engagement: gotta’ have it, hard to get it

2. Employees are a powerful influence – internally and externally, ambassadors are key

3. Broad communications, again internally and externally, embed thinking about the customer experience into corporate culture

4. Complex analysis adds value, but must be distilled to simple messages that drive action

5. Roadmaps help stakeholders understand that customer experience improvement is a journey, not a one-time effort

6. Small steps and quick wins build momentum

I’m looking forward to supporting the CXPA in it evolves to meet the needs of CX professionals; and to sharing these six takeaways with the great companies that I work with personally to help spur them along their own customer journeys.

Republished with author's permission from original post.

Jennifer Batley
Batley Advisory
Jennifer Batley is a strategic leader with over 25 years’ global experience advising B2B executives and companies looking to recover, transform, scale, or sustain business advantage. Expert in advancing customer experience strategy from vision to execution, she puts customers at the heart of business to generate high impact results through metrics-driven operational change.


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