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you’re pretty comfortable with your CX know-how…
been in the space. You’re putting in the daily work. You’re listening to
stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the
corner, and you’re itching to up your game. Might we suggest setting a CCXP
Certification in your sights for the New Year?
this week’s episode of ‘The Sweets of CX’, Braeden Daly– Senior
Product Marketing Manager at CloudCherry (now Cisco), recent recipient of the CCXP Certification, and our
honored guest offers some fantastic perspective on the subject.
off, Braeden emphasizes the Culture Shift that’s happening. “Every Industry is
changing. It’s not so much about the product…Companies aren’t really comparing
on product level anymore; They’re comparing to Customer Experience.”
why get CCXP Certified? Aside from the Validation that a Certification like
this brings, Braeden discusses how it’s helped him- not only to change his own
mindset- but to create a CX Mindset in his current company. He talks top tips
for preparing for the Exam (take notes on this, future CX rock stars!), the
importance of personalizing the implementation of CX Programs to each company
he works with (people are never one-size-fits-all; neither are companies), and
the need to “Bring the Customer into the Board Room”- my favorite phrase of the
also shares some of the challenges you’ll face during the Implementation of a
CX Program, as well as the best solutions he’s come across, siting- to name
just a few- a full Culture Shift (not just doing an exercise or a training and
calling it good), keeping your Data Hygiene clean, and the importance of
keeping in mind WHO you’re talking to…essentially speaking different languages
to different Teams. Looks like we’ll be adding “Linguist” to our list of CX goals
for the New Year.
when it comes to a Brand that has wowed him with their spectacular CX, who did
Braeden Dally, CCXP choose? That honor goes to backcountry.com. Due to their very
personalized recommendations- as well as the free, super relevant products they
throw in (who doesn’t like a freebie?)- they’ve won him over for life.
Ultimately, it comes down to an expert listening to each person and offering
advice that applies directly to them and their needs. As Braeden puts it,
“Those are the experiences that you remember.”
can find this interview, and many more, by subscribing to ‘The Sweets of CX’
Podcast on iTunes. If you don’t use iTunes, you
can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
Experienced Senior Product Marketing Manager with a demonstrated history of working in the computer software industry. Skilled in Business Planning, Customer Experience Management, Search Engine Optimization (SEO), Market Research, and Management. Strong marketing professional with a Bachelor of Science (BS) focused on Marketing from Westminster College.