EmpoweredCX

What's the #1 Challenge of CX Leaders? Getting executive buy-in. It's frustrating, it's stressful, it's deflating, ...because CX leaders are the #1 advocates for their customers. But too often, CX leaders hit a wall. If that's you, then you understand. I've designed a Master Class designed specifically to empower CX leaders to get past that wall, get executive buy-in, and make a difference in the lives of their customers. Are you ready to make a difference? The third TRUSTED GUIDE ROADMAP™ Master Class of 2024 is about to launch and it's not too late to join other CX professionals - but there's only one week before we start so register today! Live. Remote. Collaborative. REGISTER at www.empoweredcx.com Wednesdays 12-2 EST 6/5-7/3 Read the testimonials from some of the Trusted Guide graduates. #customerexperience #employeeexperience #trustedguide #changeleadership

If You’re a Change Agent, Avoid This Mistake In stories, there are primarily four characters: - The victim is the character who feels they have no way out. - The villain is the character who makes others small. - The hero is the character who faces challenges and transforms. - The guide is the character who helps the hero. As you read a story or watch a movie, you feel sympathy for the victim, you cheer for the hero, you hate the villain, and you respect the guide. These four characters exist in stories not only because they exist in the real world, but because they exist in you and me. In my life, I play all four of these characters every day. Donald Miller describes how these four aspects of our lives can co-exist in our lives and also co-exist in our role as leaders in his book, Hero on a Mission. When I read his analysis of the anatomy of a STORY, I had a big “A HA" moment. I too often tried to be the hero when I led the CX efforts at a mid-size bank. The mistake I made, especially in my first few years, was not realizing that my role as a CX leader was NOT the hero. A seemingly small shift in thinking; a dramatic leap in results. The key stakeholders that I needed to influence were NOT looking for a hero. They didn't need another hero. But they were open to a GUIDE. 😀 A guide to help them to overcome their obstacles, solve their problems, and achieve their goals. How do you become a guide that gets leadership support and executes on initiatives? On Monday, I’ll be announcing the next Trusted Guide Roadmap™ Master Class for CX leaders ready to go beyond the basics and how to get executive buy-in. Stay tuned… #CUSTOMEREXPERIENCE #EMPLOYEEEXPERIENCE #CHANGEMANAGEMENT #TRUST #CX

Thank you Customer Experience Professionals Association! When I joined the CXPA Board of Directors three years ago one of our biggest decisions was whether to hold our national conference in person, as the Covid virus kept evolving into different strains. Since then, the organization has made great strides to advance our profession including: 👉 Publishing the CX Book of Knowledge 👉 Expanding the Registered Training Program (RTP) offering 👉 Continuing industry research 👉 Furthering our global expansion into Regional Councils around the world 👉 Matching employers with candidates on the CX job board  👉 and , of course the Certified Customer Experience Professional (CCXP); the independent, industry-wide, standardized measure that organizations can trust to advance and assess the CX knowledge of your CX team and job applicants 👉 …and many more. While we accomplished a great deal, there’s still much to be done to advance our profession...because when we deliver outstanding experiences, we make a difference in the world. I’m most grateful for the relationships I’ve been blessed with through those years.  I've had the great fortune to work alongside some gifted Board Members and CXPA staff leadership over those years. I’ll drop some of those names in the comments but I’m sure I’ll miss some so please forgive me. I hope to continue to contribute to our profession through CXPA, through EmpoweredCX, through The Delighted Customers Podcast, as a faculty member at Michigan State... and in other ways. If it was easy, anyone could do it. 🙂 Thank you CXPA. #cxpa #customerexperience #employeeexperience #CX #CCXP https://lnkd.in/e-M2vmu9

Want to catch the spirit of Customer Experience Management? Look no further than Michigan State University's Masters of Science in Customer Experience Management. What other Masters program invites students to a full day of programming with CX thought leaders, faculty, and other students? Tom DeWitt, Ph.D., the "grandpa" of program calls it the CX Family Reunion... and it does feel like family. The full day event, which included a walking tour of the beautiful MSU campus, visit to the Dairy Store, clock tower, careers event, and much more, brought together kindred spirit. The CX Family Reunion was followed by the CXM 360 Conference which featured two days packed with CX wisdom from some of the brightest minds in the industry. Sparty even made an appearance! If you are considering investing in your education, this is the Masters to get. For more information https://lnkd.in/eZGqkq6n. It's not too late to enroll in the upcoming semester. #CXM #customerexperience #MSU #employeeexperience