As CX professionals gather across the globe today to celebrate CX Day, I am taking time to reflect on what CX means to me and why it matters.
It’s about society, culture, connection, ultimately… human beings.
At the interaction point of any business process, technology implementation, mobile application, support call or tweet; exists a human being desiring a positive experience, a connection, to be understood. Oftentimes in the pursuit of business or industry, it is easy to forget about the human factor impacting corporate bottom lines. A marketing executive wants to beat out a competitor. A technology executive wants to implement a new cloud based platform to reduce infrastructure and maintenance costs.
How do these executives create success beyond simply checking the completion box on these initiatives? How do they increase adoption, improve loyalty, and encourage word of mouth marketing? By centering their approach, goals, and outcomes around their customers. And it begins with employees and how companies treat them. If a company doesn’t treat their employees well, then how can they expect to treat their customers well? On both sides of an interaction there is a person and in the middle are companies, systems, processes, policies, red tape, etc.
Customer Experience as a profession and a discipline reminds me of the human element in everything I do.
I am proud to be a contributing member of the CXPA which promotes standards and certification for Customer Experience professionals around the globe. I am also happy to be a part of West Monroe Partners who is participating in CX Day events across the nation today. Find an event in your area and take part in the global celebration – http://www.cxday.org
If you are in LA, please join us at the West Monroe Partners office where CX guru Bruce Temkin will be presenting and our very own Paul Hagen will be hosting CX Day from 4:30-7pm. http://www.cxpa.org/events/event_details.asp?id=688579