CX Advantage - Helping you put the customer at the heart of every decision.

Creating Business Value: Key Takeaways From the 2018 CXPA Insight Exchange

Last week was the 2018 CXPA Insight Exchange in New Orleans. As always, the spirit of ‘CX’ was alive and the networking and sharing of the latest trends and best practices in the field were immense. This year, the group focused on how we as CX professionals can continue to create business value. We challenged ourselves to think in every situation and conversation how we create value for our companies.

Make it real, and other pro tips for developing a customer-centric culture

Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies are embracing customer experience as a strategy for growth, transformation or even survival. And so, today’s CX leaders are increasingly asked to define, instill and sustain their company’s cultural mind shift to deliberate customer-centricity. At the CXPA Insight Exchange, about 40 CX practitioners talked with me about how they’ve tackled this challenge. Here, I’m sharing a synthesis of their best strategies, highlighting three that will boost your odds of success.

Success in CX means harnessing the power of people: my CXPA Insight Exchange takeaway

Success in CX means harnessing the power of people. For those who weren't there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I've used two 'big bucket' categories to boil down what I heard.

More recent posts: