In this latest episode of Leading by Association, founder Arundati Dandapani, MLitt, CAIP, CIPP/C and CXPA’s chief executive officer, Greg Melia, CAE embarked on a profound journey into the realms of Customer Experience (CX) leadership conversations.
The episode unfolded, for our viewers, the “Customer Experience Revolution” that is reshaping businesses and industries, according to Greg. The duo discuss how there has been more than a digital transformation across sectors interested in retaining loyal customers, and growing their existing segments or tapping into new consumers. There has been a shift from the traditional focus on word of mouth and social media recommendations. CX is no longer about generating positive word of mouth but about generating positive practices that attract customers organically, particularly in challenging sectors like healthcare or retirement homes where happy recommendations may not be the norm, the focus lies on providing seamless or “frictionless” experiences.
Greg discussed some of the CXPA’s research findings from journey-mapping CX professionals across organizations feeding into Arundati’s insights from Generation1.ca’s Global Industry Skills Study. Both studies have common intersections in good data management techniques and data (and AI) governance. The two also shared valuable lessons from the association management playbook, with our guest emphasizing the importance of creating a shared mission and building trust. Arundati and Greg give a shoutout to Lawrence Levinson and Natasha Renaud, CXPA’s past and current Toronto area presidents, and also their Associate Director of Content, Gabe Smith, who we met at QuestionPro’s XDay 2023.
Watch another enriching episode of Leading by Association, where the focus remains on understanding the data behind business strategies, reducing skepticism, and implementing positive changes for enhanced customer experiences across businesses and organizations. Listen to the full discussion below.
