You're looking to build your Customer Experience network. How can you use informational interviews to do it?

Informational interviews are like embarking on a learning expedition. We should approach them with genuine curiosity, not a job-seeking agenda. It's about gleaning valuable insights from experienced professionals, learning best practices, and uncovering industry trends and challenges. We must actively seek to understand their journeys, the joys, and hurdles, and ask thoughtful questions to gain a well-rounded perspective. It's also a two-way street. We showcase our passion for CX, demonstrating our enthusiasm and work ethic. It's not just about gaining knowledge; it's about building a network of like-minded individuals who share a passion for creating exceptional customer experiences.

Informational interviews can help build your Customer Experience network by connecting with professionals in the field. Conducting these interviews allows you to gain insights, advice, and potential introductions, fostering relationships that can enhance your network within the Customer Experience industry.

Informational interviews are a strategic tool for professionals in the consumer goods industry to stay abreast of emerging trends and best practices in customer experience. In my role, these conversations are invaluable for gaining firsthand insights into how different organisations approach after-sales service and sustainability. They also serve as a platform to discuss the integration of ESG principles into customer experience strategies, which is becoming increasingly important. By engaging with peers through informational interviews, I've shared and expanded my knowledge on creating a seamless customer journey that aligns with circular economy values.

Finding mentors and collaborators isn't a solo mission. We have to leverage our existing networks, tapping into colleagues, former classmates, friends, and even family for introductions to CX professionals. Online platforms like LinkedIn, Twitter, and industry forums become treasure troves for connecting with CX influencers, thought leaders, and practitioners. We should express genuine curiosity about their journey and highlight what we hope to learn – best practices, overcoming challenges, or navigating career paths within CX. It's about building a network, not just making an ask.

Leveraging your existing network is a solid starting point for connecting with CX professionals, but expanding your reach through online platforms can significantly amplify your networking efforts. LinkedIn, in particular, is a goldmine for CX connections due to its professional focus and the presence of many industry groups. When you reach out, it's essential to be genuine and express a desire for knowledge sharing rather than immediate personal gain. This approach demonstrates respect for the professional's time and fosters a more authentic connection that can be beneficial in the long term.

Before an informational interview, we should research the person and their organization, crafting targeted questions. We can also reflect on our own goals and how their insights can help. During the interview, we should prioritize respect, actively listen, and ask insightful questions. We can also share relevant experiences, avoiding dominating the conversation. At the end of the interview, we must express gratitude, asking for suggestions to expand our network. It's about learning, building connections, and fostering a spirit of mutual exchange.

Informational interviews are a strategic tool in the customer experience to gain industry insights and build professional relationships. By thoroughly researching and preparing tailored questions, you can uncover nuanced strategies and trends that can be applied to enhance customer interactions. Also, discussing your experiences and challenges can lead to valuable advice tailored to your context. This knowledge exchange broadens your understanding and can open doors to mentorship and career opportunities within the CX community.

Following every informational interview, it's always nice to send a prompt thank-you note, expressing gratitude and summarizing key takeaways. Action items and referrals are diligently followed up on, with results shared. To nurture the connection, we can also offer updates, relevant resources, or invitations to our CX communities or projects, while remaining open to offering support. This demonstrates our appreciation and strengthens our image as a valuable CX professional fostering a long-term connection.

Developing a robust CX network opens up a world of opportunities. It provides access to important data, possibilities, and resources, such as collaborators, mentors, and even your ideal career. By offering your views to the CX community, you can become a thought leader in the sector and increase your impact and reputation. Furthermore, your network turns into an effective support system that provides possibilities for self-challenge by taking on new tasks and responsibilities as well as advice, criticism, and support. In the end, expanding your CX network helps you grow professionally, advance your network, and establish yourself as a significant player in the customer experience area.