Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, Nienke Bloem sits down with Greg Melia, CEO of The Customer eXperience Professionals Association (CXPA), and a seasoned advocate for Customer Experience excellence. They discuss the evolving landscape of customer experience and the role of CX leaders in today's businesses.
In this episode
Nienke and Greg delve into the importance of ongoing training and validation for CX professionals, the potential of artificial intelligence in shaping customer interactions, the significance of the CCXP certification, and the strategic approach to CX development.
Don’t miss this in-depth conversation that touches on vital competencies for successful CX leaders, the CXPA's global community, and the valuable insights and practical strategies shared in the discussion.
So, grab a seat and join us as we explore the world of Customer Experience leadership with Greg Melia on CX Leadership Talks.
About Greg Melia (visit his LinkedIn profile here)
Greg Melia is a passionate advocate for professional associations and certifications. He has dedicated his career to educating and empowering individuals and organizations to understand the importance of being part of a professional association and obtaining certifications.With a background in marketing and communications, Greg has a talent for explaining complex concepts in a way that is relatable and understandable. He is committed to helping people recognize the value of associations and certifications in their professional development and success. Greg's engaging and approachable manner makes him a sought-after speaker and consultant in the association and certification space. His favorite memories are those where he can see the "aha" moment in someone's eyes when they finally understand the significance of being part of a professional community and earning a certification.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Career titles, passion for customer experience, CEO role.
05:26 Member of CXPA, pursuing CCXP title.
09:23 Discussing broad topics, trends, and upcoming events.
12:13 Collaborate, support, and align for success.
14:49 CCXP certification is increasingly valuable in industry.
19:05 Salespeople make promises, CCXP ensures customer satisfaction.
20:34 CX connects people, prepare for career changes.
25:24 AI powerful tool, but not a replacement.
27:21 Exploring AI's impact on contact centers.
32:33 Emphasizing importance of good CX strategy and branding.
36:30 Stephanie Leheta to discuss developing multiyear AI strategy.
37:23 Include people in future vision and planning.
41:08 Reintroduced curiosity, creative problem solving, iterate.
44:18 Link in show notes, join CXPA community.
Greg’s recommendations
#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic
#20 Three ways to put System 2 Thinking into practical use for CX Leadership
#19 Nine tips for driving impact through Closing the Loop
#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success
#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment Specialist
#15 Powering CX with AI: Robbert Dijkstra's insights on leading the change
#14 Entrepreneurial CX Leadership: A Conversation with Jeannie Walters
#13 Avoid these 5 mistakes in your CX Storytelling journey
#12 The CX Visionary: Bill Staikos on Redefining Experience Management
#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry Wildhagen
#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership Choices
#9 CX Culture Reimagined - Learnings from ’Diamond in the Rough’
#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric Approaches
#7 The huge opportunities of Leadership Events for you as a CX professional
#6 Ian Golding: The Role of CX Leadership in Today’s World
#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”
#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX Success
#3 Seven strategies to boost your CX Leadership Authority and lead with success
#2 Why your customer experience program will fail - fab insights with Aleksandra Pilniak and Friederike Niehoff
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