Keeping Tabs on 2015 CX Trends at the CXPA Insight Exchange
On May 5-6, the Customer Experience Professionals Association (CXPA) holds its annual Insight Exchange. I’m excited to be attending this event as well as presenting during Day 2 of the practitioner “Show & Tell” sessions. Last year, I led several discussion groups and shared a unique Hallmark Business Connections customer experience approach in the “Experience Design, Improvement and Innovation” category. This year, I’m excited to be presenting a session on “Changing Internal Processes to be Customer Centric.” I’ll be discussing how Hallmark Business Connections takes a fresh approach towards client experience, to redefine and implement new processes.
I’m looking forward to hearing about the latest innovations within the CX industry. This past November I had the opportunity to discuss four of the customer care tips I believed would have the greatest impact on the customer experience industry in 2015. In this article, I discussed how I see organizations catapult beyond NPS, renew their focus on internal employees, engage in competition for empathetic employees and find ways to get their advocates to advocate. Now, just a few months into 2015, I’m interested to see how on point these trends were, and to learn what my colleagues view as the hot topics for the remainder of the year.
I hope you are in San Diego this week for the CXPA Insight Exchange. If you are, or if you aren’t, I encourage you to engage with us on Twitter to join the conversation. Also, be sure to read my full article titled, “Four Exceptional Customer Care Tips That Never Go out of Style.”