For the Love of CX

Why do I do it?

That is what I was asked this last week in Amsterdam where I was part of a small contingent of the Board of Directors at the Customer Institute who were working in partnership with ARCET Global to deliver their Global CX Conference ahead of the Customer Centricity World Series Gala awards.

It is easy to post the picture of us (me) up on stage, where I had the pleasure of talking with many of my Co Directors, Olga Guseva, CCXP, RTP , Ragna Ghoreishi , Diane Magers , Jonathan Mckenzie , Kathy Sobus on some subjects which we believe matter in the world of CX and this one below was the panel where we talked about award entries and the role of a judge to help future entries and award submissions.

The role with the Customer Institute is a non paid volunteer role and I already have a busy role already as Managing Partner of Douglas Jackson and spending time with my loved ones and my dogs ?? but after 20 years serving customer centric organisations and having met, spoken with, interviewed and assessed thousands of leadership and Exec level individuals in the world of Operations, CX, Transformation, Insight and Planning, this industry has served me well, it has shaped me, helped me grow, and introduced me to some of the most inspiring minds I’ve ever met.

Despite the time spent serving the sector, I still am extremely grateful and privileged to be invited to these events, I still sometimes think, who am I to talk to this subject in a room with so many CX Experts?

Indeed, in this clip, when I was asked by our MC Diane Magers who brilliantly hosted the event with Elisabeth (Elly) Domene, CCXP , to talk about the importance of EQ in CX, you can see me immediately jump to how I am not a CX Expert, and I am not. I could not do the job that so many of you do, I couldn't achieve what so many of you do, but I have come to realise that given the amount of CX Experts I have seen and spoken with over the years, it does give me a unique perspective and a wealth of knowledge on what is good and bad in the sector when considering the discipline of CX vs the wider senior leadership and C-suite communities I also serve.

So why do I do it?

If I can give just a little back, whether by helping talent thrive, inspiring one leader or future leader, or continuing to learn from this extraordinary community, then why wouldn’t I?

A huge thank you to Stefan Osthaus , Stefan Kolle and all of the other Directors from the Customer Institute who put so much time and effort in on behalf of the Global CX Community and the team at ARCET Global including Mark Hamill , Richard Kennedy , Graham ★ Shapiro Laura Morton , everyone who took the time to speak with me, and to the brilliant presenters who inspired us all, including Aymen Ismail , Nils Schmeling CXLC , Kathy van de Laar, CCXP (she/her) , Alec Dalton Bob Winters

Here’s to continuing to learn, serve, and grow together.

I help CEOs, COOs, HRDs and business leaders improve the diversity, success and retention of their new leadership hires across Operations, Customer, CX, Transformation, AI, Insight and Planning, providing recruitment consultancy and Executive Search services. Helping you deliver a much improved performance and ROI. If you would like to talk more about your unique challenges and to see if I might be a future resource for you, Book a call today.