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6 Takeaways from the CXPA Members Insight Exchange

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.

About the Author

Jennifer Batley

Jennifer provides executive-level leadership to key Walker clients, advising on CX transformation strategies and guiding initiatives aimed at creating advantage based on differentiated customer experience. By understanding needs and opportunities, she ensures her clients are optimizing customer insights to drive bottom-line results and value in alignment with their core strategies, business objectives and brand promises. She collaborates with clients’ senior management to establish goals and success metrics that ensure mutually valuable relationships, and she leads internal Walker teams to deliver compelling outcomes and long-term partnerships. Jennifer also provides deployment consulting and facilitates presentations and workshops focused on communicating recommendations and supporting clients through development and execution of action plans. In addition to client responsibilities, Jennifer is engaged in thought leadership and solution development based on trends impacting CX practices and is currently focused on the intersection of brand promises with CX design and delivery.

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