We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors.... Please join me in welcoming Matt Lyles, Juanita Coley, Jim Rich, Sally Mildren and Justin Robbins who have graciously offered to serve in this way. These incredible folks have been investing in CX professionals for many years and are the perfect team to guide us into the future. I ..read more

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card. Surely customer support could help me sort this out. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of ..read more

I can hardly believe it...but CX Accelerator has been a thing for five years. What started as a simple social experiment has made a real difference in the CX space. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? To equip, encourage, and connect Customer Experience professionals at every stage in their journey. This is what we've been about the whole time, and will be for decades to come. We create a safe place for those doing CX work to grow and find supportive peers. While we partner with and embrace t ..read more

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. We will also provide a recommended resource for anyone looking to improve their knowledge in a ..read more

Sally Mildren, CEO Clarity PX & Boss Lady Consulting Matt Beran, Sr. Product Marketing Specialist InvGate Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. Budget, personnel, structure, culture, organizational h ..read more

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text me ..read more

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropriate level of compensation for the continued issues. I desperately wanted to restore the customer’s ..read more

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses...we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers. I've had the chance to listen to many of my good friends share their career challenges with me over the past year. It's incredible to then watch them not give up on what they want, stand true to their worth, set ..read more

by Jeremy Watkin and Community The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX. In this ..read more

Collected and written by your CX DJ, Jeremy Watkin ,,In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?” Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say? Luis Melo and I have great taste in music. Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. There’s a line in the bridge of the song that says: Tears streaming down your face I promise you I wi ..read more