Get inspired by these CX leaders

The CX Network Weekly is the LinkedIn Newsletter from CX Network. Each week we share our take on a key development in experience management, with links to CX Network resources that can inform, inspire and help your organization’s response.

This week’s edition is not about the latest tools or technologies, but the people driving CX.

Unlike previous editions of the Weekly that have looked at teams, agents and influencers, this one is about the leaders who are exploring the next generation of CX technologies with a reduced budget, or managing teams to achieve ever-bigger targets with fewer resources than ever before. It’s about the changemakers who have led customer transformations and the visionary CX leaders who are driving standards in all industries every day.

Last year we profiled 20 such CX leaders in our members’ power list, 20 CX Leaders to Watch.

Among them, Nicole C. . When US healthcare provider CareMax went public it triggered a rapid expansion that saw it add new facilities in multiple states and take on more patients than ever – but the care provider knew it needed to keep a laser focus on the quality of the CareMax experience.

To do this, it appointed Nicole as CXO and within the first few months she had pitched and secured? buy-in for the Office of Human Experience. Her work transformed the organization: decreasing patient churn from 3.4 percent to 1.9 percent and driving NPS to 96.7

In the world of B2B, Richard George , global head of integrated marketing for London Stock Exchange Group (LSEG) and CX Network Advisory Board member united teams, processes and systems to address the CX challenges that arise when a major merger creates a US$54 billion company overnight. LSEG purchased Refinitiv (previously Thomson Reuters) in 2021 and by 2022, Richard’s now award-winning work was pretty much done.

In consumer finance, CashApp’s Joshua Tye is driving new CX standards for the international payments platform as it continues a global expansion and continues to snap up competitor platforms, including Afterpay.

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There are thousands more CX professionals with inspiring stories to tell and as your favorite network for CX professionals, we want to share those stories with the wider CX community. As we highlighted only a few weeks ago, stories can be a powerful motivator – not just for securing budget, but inspiring change.

That’s why we are asking you to nominate yourself or a colleague for the 2023 CX Leaders to Watch.

Use the third link below to complete the short survey and tell us how you’re driving progress, innovation and customer satisfaction at your organization. Nominations are open until Friday, September 29, and the final list will be revealed in October.

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