CXC Meetups + Member Highlights

Happy Friday, CXCers!

If you haven’t already, please make sure to fill out our Member Onboarding Survey!

Also, CXC migrated from WhatsApp to Slack! Join using this magic link.

RSVP to join our next Monthly CXC Digital Meetup

Join us on Tuesday, June 4th! This hour-long session is an exciting opportunity to connect with fellow CXC members, share experiences, and gain valuable insights. Whether you're new or a seasoned member, this meetup is the perfect platform to engage with the community. RSVP here 😁 

Highlights from our last CXC Digital Meetup

CXCers emphasized the importance of fulfilling customer needs and maintaining stakeholder satisfaction. They discussed the challenges of aligning everyone's goals, including those of leadership. Additionally, they exchanged innovative strategies for renewing contracts and highlighted the significance of mentorship programs in the corporate environment, particularly for newcomers. In the breakout rooms, we covered a broad range of topics:

1. The importance of initiating discovery processes at the outset of business reviews to grasp client needs and expectations effectively. ✍️ 

2. Concerns were raised about beta product duration and the impact of regulatory changes on business operations, particularly in driving diversity efforts. 🧑‍🤝‍🧑 

3. Insights on restructuring customer experience operations, emphasizing the importance of dividing verticals and recruiting implementation personnel to improve service delivery. 🤝 

4. How to navigate challenges in handling customer feedback and aligning stakeholder expectations, especially when clients are uncertain about their objectives or when conflicting priorities exist among stakeholders.

5. Members emphasized the significance of delivering value to clients prior to seeking engagement, while also exploring approaches to enhance executive buy-in through comprehensive end-of-year business reviews and value-added offerings.

Get to know the Board!

Mayra is a dedicated Customer Experience Manager with extensive expertise in the insurance industry, specializing in negotiation, customer service, and auto claims management. She is currently advancing her career by pursuing an MBA in Entrepreneurship from Benedictine University, showcasing her commitment to professional growth and innovation.

Want to host a Meet-up in your city?

Last week’s in-person event in Phoenix was a success!

If anyone is interested in hosting a in-person event in their city, please send Francesca a DM on slack. 🍷 🧀 

What’s New on Slack?

On Tuesdays: We will feature a “Weekly Prompt” to get the juices flowing! 🧠 

On Fridays: Look out for CXC Member check-ins!

In our #ask-the-community channel on Slack, Cynthia Tang asked: What is your CX department specific KPIs or KRAs?

CXCers responded:

• Customized VOC Surveys: Board member, Gordana Warga suggested tailoring VOC surveys with team-specific questions and shared examples of goals like content creation and specific CSAT measures.

• Avoiding Survey Fatigue: Michelle asked about survey fatigue, and Gordana recommended grouping questions, targeting different respondents, and avoiding repetitive surveys.

• Customer Value Metrics: Zohar discussed metrics such as logins, time since last interaction, and completeness of integration, stressing the need to define customer value uniquely.

• Impact on Satisfaction: Emphasized measuring the impact of CX initiatives on customer satisfaction through effort scores, workshops, and tailored activities.