Integrating inclusion into customer experience

Serving as the editor-in-chief for a pioneering CXPA publication

Integrating inclusion into customer experience
Challenge

Inclusion and belonging are important for both customer experience and employee experience, however there was not a credible, global publication addressing this topic. When considering inclusion and belonging globally, there is no one-size-fits all. Being mindful of different cultures is key to creating a credible resource.

Approach

Our goal as a team was to write a publication that could serve as a reference for different situations, knowing companies will approach this topic in different ways. We wanted to curate different methods, examples and watch-outs so leaders could apply what was relevant to their teams.

Responsibilities

Project Management
Team Management
Committee Engagement
Researching
Writing

Team Strategy
Book Structure
Research + Writing
Reviews + Editing

Aligning team structure: Worked to get the right structure and resources for the 15+ member team.

Easy-to-read publication: We used different content blocks and call outs to make this an engaging reference.

Outcome

Learnings +
Results

We had a successful publication launch at CX Day in October. Creating a publication structure from the beginning helped to organise the team and focus their efforts. It is still being used by the CXPA Diversity Advancement Committee as a key resource for conversations, webinars and content. It has been good to see its longevity in a topic that keeps evolving.

Downloaded 300+ times by CXPA members

First publication of its kind to explore this topic

Used as a springboard for webinars