Building the Right CX Habits: Starting in the Classroom


Shelly Chandler

Shelly Chandler

Author Bio

Vice President, Customer Experience Consulting - Americas


Author Bio

Having just returned from the first Rutgers CX Certification Program in New Brunswick, NJ, I have to say…I’m impressed. While I attended as an advisory board member, I was able to sit in on the second day of the four-day, on-site event.

The caliber of the attendees was high, including one CIO that now owns CX (an intriguing idea!) Most participants were quite experienced and a few companies sent their CX teams, not just one individual. I’ve found this to be a hallmark of the profession of CX—companies who have an appetite to be even better work to improve their levels of CX knowledge/skill sets. In other words, those who do not incorporate CX into the fabric of their businesses, and support their CX teams at the highest levels, continue to struggle. Successful brands see the value of CX.

This relates directly to a webinar I delivered last week for CXPA, based upon our December report The Five Habits of Highly Successful CX Professionals. CX leaders must take care not to fall into counter-productive habits, one of which is to become too insular. It’s necessary that they continue their learning and sharing, and that’s the real value of certification programs (the certification being a by-product to acknowledge the achievement.) One of the great advantages of a program like Rutgers’ is that CX leaders would learn from each other about how to act in ways that are most valuable to the business, which are:

  1. Define goals and business outcomes. That means talking in terms the rest of the business understands – not just CX metrics!
  2. Think innovation and action. Keep driving your work forward – and tell people what you are doing.
  3. Listen to more voices and combine more sources. Make sure you knock down silos and connect the data you already have – don’t just collect even more!
  4. Focus on building a customer-centric culture. Your teams need to buy into your CX work to shift culture in the right direction and put customers at the heart of what you do.
  5. Continuously rethink. The question “what’s next?” should never be far from the mind of a CX pro!

We write these blogs because no technology in and of itself makes up a CX program. Assembling the right tools is important, but in the end it’s the CX Pro who keeps coaching, leading and evolving, bringing the organization along. We want to see YOU succeed!

 


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