Leveraging Global CX Day to create a ripple effect in your organization
Global CX Day is fast approaching, and I absolutely can't wait. For those who don't know, the Customer Experience Professional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It's our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals who drive it, and promote a culture centered on our customers. But the real power of Global CX Day lies in how we leverage it to inspire our teams, improve customer experiences, and elevate our leadership.
In my recent podcast episode of CX Leadership Talks, I dived into some actionable strategies to make Global CX Day impactful at three different levels: organization, team/program, and you as a leader. Let's break it down, shall we?
A. Organization level
To make Global CX Day resonate across the entire company, it's essential to engage everyone in enjoyable and meaningful activities. Here are three ideas to get your juices flowing:
1. Organize a Global CX Day: Plan a day brimming with activities like guest speakers, customer panels, and leadership discussions. This isn't just about recognizing CX - it's about motivating team-wide participation and engagement.
2. CX hackathon: Celebrate innovation by organizing a hackathon where teams brainstorm and pitch ideas to enhance customer experiences. Seek quick wins that can be implemented immediately, fostering a culture of continuous improvement.
3. Customer week: Why limit the celebration to one day? Expand it to a week dedicated to customer experience, filled with workshops, games, and interactive sessions. Companies like Thomas Cook have successfully done this, making it a cherished annual tradition.
B. Team/Program level
Your CX team is at the forefront of these initiatives. Energize them with programs that highlight storytelling, feedback, and cross-team inspiration:
4. CX storytelling: Empower your team to share customer stories through recorded interviews and internal forums. These narratives create a shared vision that everyone in the company can connect with and act on.
5. Customer feedback marathon: Dedicate a full day to dive deep into customer feedback from various sources. This helps pinpoint common trends and pain points, laying the groundwork for actionable insights and improvements.
6. CX Inspiration carousel: Organize sessions featuring CX experts, inspiring videos, and book discussions. Sharing best practices and learning from 'failures' can significantly enhance team creativity and innovation.
C. You as a leader
As a leader, you staying inspired and being involved is critical. How about you use Global CX Day and spice up your leadership?
7. Thank You express: Show your appreciation by sending personalized thank you cards to employees, customers, and partners. There's something incredibly powerful about a handwritten note that strengthens relationships.
8. Small engagement tactics: Sometimes, it's the small gestures that mean the most. Distribute customer-centric stickers, organize casual gatherings with coffee and cake, or use banners to create an inclusive and celebratory atmosphere.
9. Celebrate with peers at a CXPA event: Join the festivities of the CXPA globally, or join your local chapter. For example in the Netherlands we are hosting our flagship event where 125 CX leaders come together, learn, share and have a great time.
Small suggestion: don't forget the evaluation phase
One thing I've learned is the evaluation phase often gets overlooked. It's crucial to take time to evaluate what worked and what didn't after your events. Make this a part of your planning process. It ensures that next year's Global CX Day will be even more impactful.
So, whether you're planning grand organizational events, energizing your dedicated CX team, or simply leading by example, these initiatives can transform Global CX Day into a cornerstone of your company's customer-centric culture. Get ready to inspire your team, delight your customers, and spice up your leadership.
Remember, continuous learning and celebrating our successes play a significant role in thriving within our profession. Let's make this Global CX Day unforgettable! Please listen to the whole episode of the podcast, I give many more examples and practical tips.
And don't forget to tune into our next episode, where we'll focus on journey management with a special guest. Trust me, you don't want to miss it. Happy CX Day planning!
