Interview with Isobel Rogers Partnership Director at the newly formed CX Alliance (CXA)
The Retail Bulletin has announced the establishment of the CX Alliance (CXA), following the recent closure of CXFO, a CX industry body. Here Isobel Rogers tells us what to expect from the new alliance.
Hi, Isobel, it sounds like you are on a mission to create a CX industry body that could make a significant impact?
· IR: Yes, I am incredibly excited, the partnership with TRB is a natural fit building on years of collaboration with TRB and leveraging its 20-year history in retail, travel and hospitality. The CXA will be the leading voice and support system for CX professionals across industries, fostering innovation, collaboration, and excellence in customer experience. There is so much happening with AI technologies and innovation the CXA will help to promote how that enhances brand loyalty, customer satisfaction, and ultimately business success.
What does TRB bring to the alliance?
· IR: TRB has access to insights and research that can really help the CX players and is also uniquely placed to deliver face-to-face events and develop partnerships with organisations in retail, travel, and hospitality that will broaden the CX industry’s reach.
What activities will CXA offer?
· IR: The CXA will engage with a wide network of CX professionals, including those from the end-user, BPO (Business Process Outsourcing), and technology communities. It promises bigger events, more detailed research, and extensive networking opportunities. Membership for brands will be free and will offer exclusive access to technology and innovations from the BPO and tech communities, alongside insights and research in CX and of course networking opportunities.
This is a challenging time for CX companies, what challenges to they face?
· There are 2 sides to this. The BPO, CX and tech companies, our future partners, are currently looking at aligning their CX strategies for customer needs and to embrace technology advances. The sharing of challenges, case studies and insight has never been more important. We are in a completely new era of technology and shifting customer behaviours. There has been a lot of consolidation in the CX industry by the BPO’S such as Concentrix and most recently the acquisition of Ascensos by Firstsource full story here.
It’s so important that there is a CX industry body like CXA to communicate what this means for the CX industry and the opportunities it represents for the retail, travel and other sectors.
· The other side is the brands out there and our future members who are looking at how they harness cutting edge tools and other advanced CX solutions. They are looking to understand what works and what doesn’t and who better to help them than our CX community. Forn more information please contact info@cxalliance.org
