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The Skills Gap
Manage episode 447157913 series 3333377
In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.
About the Guest
Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.
Relevant Links
https://www.linkedin.com/in/tom-dewitt-ph-d-5076093
The Top 3 Key Learnings
- Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.
- Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.
- Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.
Chapters
00:00 Introduction and Guest Presentation
00:29 Background of Tom DeWitt
02:47 Identifying the Skill Gap in CX Leadership
06:11 Challenges with Current CX Education and the Need for Academic Programs
09:41 Details of the Master's Program at Michigan State University
12:20 The Importance of Employee Experience and Engagement
14:51 Corporate Support for CX Education
16:32 Future of CX Skills Development
23:59 Conclusion and Final Thoughts
24:18 Contact Information and Closing Remarks
Keywords
CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.
Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!
226 episod
Manage episode 447157913 series 3333377
In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.
About the Guest
Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.
Relevant Links
https://www.linkedin.com/in/tom-dewitt-ph-d-5076093
The Top 3 Key Learnings
- Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.
- Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.
- Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.
Chapters
00:00 Introduction and Guest Presentation
00:29 Background of Tom DeWitt
02:47 Identifying the Skill Gap in CX Leadership
06:11 Challenges with Current CX Education and the Need for Academic Programs
09:41 Details of the Master's Program at Michigan State University
12:20 The Importance of Employee Experience and Engagement
14:51 Corporate Support for CX Education
16:32 Future of CX Skills Development
23:59 Conclusion and Final Thoughts
24:18 Contact Information and Closing Remarks
Keywords
CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.
Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!
226 episod
ทุกตอน
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1 Innovate or Die: Why Proactive Service is Key to Lasting Success 26:55
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1 HIGHLIGHT: Strategy for Sustainable Growth 21:33
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1 Creating Workplaces Where People Thrive: A New Approach to Wellbeing 40:09
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1 HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service 30:39
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1 PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES 30:08
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1 REPLAY: Humanizing Customer Service with Alex Mead 19:50
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1 THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE 28:29
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1 CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS 22:30
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1 GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS 29:46
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1 How To Transform Data Into Insights 23:52
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1 Unveiling The Insights Narrator: Extracting Gold from Data 31:47
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1 The Future Of AI In Contact Canters And Its Effect On The Customer Experience 26:20
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1 DEEP DIVE INTO DATA SCIENCE AND ARTIFICIAL INTELLIGENCE 30:26
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1 Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging 26:37
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1 Harnessing the power of Emotional Intelligence in CX 29:24
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1 Breaking Silos: How CX-Driven Leadership Transforms Business Outcomes 31:06
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1 Stop Engaging Employees: Start Making Work More Human 22:15
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1 Winning Leadership Buy-In: Aligning CX with Business Goals 25:29
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1 Brand Love: Why It Matters and How to Grow It 33:52
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1 Shaping the Future: AI and Innovation at MoveXM 24:57
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1 Behind the Pixels: Creative Strategies to Excel in Business 27:42
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1 Rethinking the Role of Customer Experience with Maxie Schmidt 27:10
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1 CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER 33:08
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1 EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN 26:52
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1 STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE 23:42
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1 THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASES 33:32
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