Live from CXPA

by Jeannie Walters

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Boston Clock Tower

Hello, world!

I’ve been sort of checked out from the blog thanks to travel, work, travel, work and now some travel (for work.)

This week, I’m in Boston attending the first ever Customer Experience Professional Association‘s Members Insight Exchange. It’s pretty exciting since this organization just started this year and already has close to 1000 members. It’s also exciting to talk to so many professionals like me who are totally jazzed about all things customer related.

Today was a preview of sorts for the committees. I attended the networking committee meeting and it was no surprise who was there – extroverts! And while we’re all CXPA members, we all have different skills and perspectives on the customer experience discipline.

But there are trends to what we thought we needed. Here are a few ideas worth repeating:

1. True professionals admit they don’t know it all. Everyone is here to learn.

2. Customer experience is prickly, broad and expansive. It is difficult to define, hard to capture and lacking a true start or end. Accept that as part of it.

3. Design strategy and innovation are becoming bigger and bigger topics within the Customer Experience conversation. Design strategy is not limited to one area – service design, web design, process design, product design – it’s all in there!

I’m sure I’ll be learning a lot these next few days. Follow along on twitter or through the #cxpa hashtag.


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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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