People often ask me for advice on how to increase their CX skills. They want to understand more about the customer experience field and proven methodologies to differentiate their brands. While I mentor them based on my 20 years of CX experiences, I also share additional ways to learn. Below are some of my favorites sources. Whether you are new to the CX field or a long-time practitioner, I’m confident that you will find value in reading my article.
1. Listen to CX Podcasts To Increase Your CX Skills
- Subscribe to Voices of CX, where Mary Drumond features impressive CX Experts like Shep Hyken, James Dodkins, Dan Gingiss, Michael Barlett, Sue Duris, Nate Brown, Jeanne Bliss, Ian Golding and SO MANY MORE!
- My episode about Digital Experiences and DoingCXRight is scheduled to launch on October 8.(I’m grateful to be featured on the same page as many CX superstars).
- For those in Field Services, I recommend listening to Sarah Nicastro. We recently spoke about a debatable topic that was in the WSJ Journal. Listen here about the Pros and Cons of Using NPS, which I also wrote about here.
- A new one that I recently discovered is Sweets of CX hosted by my friend and speaker, James Gilbert. This site also consolidates a great list.
2. Read Articles on CX Websites & Blogs.
There are dozens of places to find information about HOW TO create personas, journey maps, customer-centric cultures, institute Voice of Customer (VOC) and Voice of Employee (VOE) initiatives, etc. Of course, I’d appreciate if you’d continue reading my blog DoingCXRight, which includes contributing articles from CX leaders including Annette Franz, Stan Phelps, Diane Magers, Liliana Petrova and more. I recommend reading authors featured on Forbes, such as Blake Morgan (and me in upcoming weeks.) I’m also a big fan of MyCustomer and CXPA who feature famous people and those who aspire to be. (Thank you BOTH for choosing me as an Award Finalist). I can’t forget to mention Bob Thompson of CustomerThink as an additional source of valuable content. The list goes on and on.
3. Take A CX Course From A Reputable Academic Institution
4. Watch TedX Videos about customer experiences
There are so many inspirational stories. One of my favorite videos that keep my attention from beginning to end is Jeannie Walters, who talks about meaningful micro-engagements. Like Jeannie, I believe small actions and “wow moments” can make big differences in customer experiences and in life. We must not let technology and processes dehumanize experiences with brands.
5. Find Your Cx Tribe. Networking Is A Great Use Of Time.
Social media is an awesome tool to bring like-mindedpeople together. I’ve met incredibly kind people who are giving of their time to support my content and the CX community as a whole. Three leaders who come to my mind immediately are Sean B Hawkins, in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng and Nate Brown of CXAccelerator.
Interested in more information to increase your CX Skills & Transform Your Organization?
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*All views expressed are mine & do not reflect opinions of or imply endorsement of employers or other organizations.