Preparing for CX Day

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Customer Experience Day, better known as CX Day, is right around the corner!

This is one of my favorite celebrations for CX change agents across the globe, recognizing the hard work you are putting in every day to make a meaningful difference in your customer's lives.

The party is on October 1, so you still have plenty of time to prepare. This year's theme is about how good CX delivers better outcomes for your customers, employees, and organization. (It feels like this should be the focus of every day as a CX leader, right?)

I know many people in your organization likely aren't thinking about CX Day… or maybe customer experience at all. This is a powerful opportunity to show them the very real ways CX is moving your business forward. It also can help you rally everyone behind your CX strategy and connect their day-to-day work to the humans you're helping. Don't worry if you haven't started planning, because I have a few ideas for you:

1. Introduce a customer room. Either virtually or in person, show the customer journey so people can walk through it, review customer emails and messages, and hear actual conversations with customers. This helps people immerse themselves in the experience, and you can discuss ways they are empowered to improve the journey (and double down on what they're already doing great).
2. Discuss 'Mission Moments.' Show real examples of how individual team members are living up to the Customer Experience Mission… and use anonymous examples to explain how teams may not be fulfilling the mission. This can extend beyond CX Day, too! To continually reinforce your mission, highlight an example each month of when someone went above and beyond for your customer.
3. Connect CX strategy to business success. Share your organizational goals and explain how an improved customer experience helps you achieve them—whether it's getting more customers, keeping them longer, or becoming a workplace of choice.

I'd also love to join you for your celebration, if possible! There are a few ways I can support you:

• I have a few spots left for virtual keynotes!
• Send your team or your whole organization a custom video from me to celebrate CX Day.
• Share my LinkedIn Learning CX Foundations or CX Trends courses.

Interested? Contact me here to connect!

There are so many ways that CX transforms your organization. Let's celebrate that!

P.S. CX Day is brought to you by the Customer Experience Professionals Association (CXPA) , which is a professional association I'm proud to be a longtime member of. If you have any questions about the association and the benefits of joining, please let me know. 

In addition to this newsletter on Linkedin, I also publish a separate series called The Weekly Win by email. If you'd like, you can sign up for access to that series at experienceinvestigators.com (enter your email on the one-question form near the bottom of the website). This message from last week's edition is exciting enough that I want to share it with our community on LinkedIn as well. Thanks for reading!