Every year, on the first Tuesday in October, the CX community celebrates CX day, and this year that means it falls on the 4th of October. It’s a special year as well, being the 10th time that we will celebrate this day.
CX day is an initiative for us to celebrate those who dedicate their professional lives to listening intently to the voice of the customer and ensuring they put the customer first. It’s a day for us to put CX experts in the spotlight, and a company’s overall commitment to delivering an excellent B2B customer experience to all.
However, as great an initiative as CX day is, I cannot help but smile and hear my mom’s voice in the back of my mind when I hear people talking about ‘CX day’. When I was little, year after year, I tried my best to get her something special for Mother’s Day.
Starting with the classic breakfast in bed, for me to then level-up to more advanced handmade wooden spoon puppets, which I carefully crafted under the supervision of my primary school teacher. Ending in the ever-so-solid choice of a handwritten card and bouquet of flowers that I still stick to year after year. Yet, no matter what I get her, and how happy it makes her, she always manages to remind me that every day should be Mother’s Day. It’s not about gifts or a once-off occasion to make her feel special and appreciated, we should think about how we treat mothers every day of the year.
Of course, this yearly speech all comes with a massive wink and smile on her face, yet I cannot help the fact that my mind draws a comparison here when seeing ‘CX Day’ events popping up all over the internet.
I feel about CX day the way my mom feels about Mother’s Day: every day is CX day! Listening to the Voice of the Customer, providing an excellent B2B customer experience, and sharing best practices amongst our community on how to measure customer satisfaction should be front of mind all day, every day!
Whilst I truly appreciate the initiative and I think it is great that we have a day dedicated to CX, I think the CX community and practice of being a customer-centric organisation has changed so much over the past 10 years, it is now time to ensure that CX practices are embedded in our day-to-day operations across all aspects of the organisation. Ensuring we put the customer at the heart of everything we do, whether it be new product releases, updates, or training that you provide for staff. It all needs to circle back to how it adds value to your end customers, day in, day out.
So let’s take this 10th CX day and celebrate how far we have come as a community, share our best practices and results, but let’s move on from here and make every day CX day!