Across the Pond: Finding Your CX Community

July 28, 202016min

The story of how 2 CXers from across the Atlantic found each other, and their CX tribes while sharing their passion for Customer Experience with the world.

Both Hannah Foley, CCXP and Janelle Mansfield, MBA are authors of the bestselling series “Customer Experience”, each of them having contributed content on their favourite aspects of CX.

Together they support each other through regular skill sharing sessions, an accountability buddy system and additional project capabilities or capacity as needed. Through growing their relationship they have found a much needed enhanced support system to help them thrive while being solo CX entrepreneurs.

Hannah Foley’s thoughts on the importance of finding yourself a community of collaborative individuals:

I remember when I was setting up my first customer experience team, it was new for the business and new for me. I’d got the leadership buy-in I needed for the plans but I felt like I needed to ratify and bounce my ideas around with other CX-ers. I had to reach beyond the business and look for advice and experience outside of my immediate company network.

Janelle & I both left the corporate world on different sides of the world to become customer experience consultants. It sure as hell was a scary thing taking the leap from corporate life to the solitude of running your own business from home but with the help of a few people and places we have both found ourselves surrounded by CX love!

Fast forward several years and we’ve built our respective CX tribes that are supportive, collaborative and fun to be around (albeit virtually right now!). A professional network, especially as a consultant but also as a practitioner within an organisation is an invaluable resource for an assortment of reasons.

From this network I can source personal business advice, get an instagram like or share, we can find opportunities when we need them, it’s a great way to ask for examples of approaches to business challenges, we can pass opportunities on if they aren’t right for us and we can get ours hearts full to the brim with CX chatter. We even send each other happy mail across the globe to brighten up a postbox full of utility bills.

Finding a business tribe isn’t easy, it’s a bit like moving to a new town and trying to build a social life from scratch. Here are some tried and tested ways to find your people and feel the support of the wonderful worldwide CX community:

  1. Become a CCXP – becoming a CCXP was like getting a big badge that said “I love CX too, come talk to me!’ It’s not just a confidence builder for clients or colleagues, it’s a great way to make connections. If you are already a CCXP then pop it in your LinkedIn heading ‘Hannah Foley CCXP’ and watch the invites pop up.
  2. Be proactive on LinkedIn – if you went to a face to face (F2F) networking event, you would hear the host tell you – “you’ll get out of this what you put into it” – LinkedIn is a virtual networking platform. Find your fellow CCXPs and slide into their DMs with a connection request and a friendly / polite personal message. Comment on the posts of fellow CX people and join the debates and discussions – like & share them.
  3. Find people on your wavelength – are you particularly interested in a certain industry, CX discipline or geography? If you were a runner and you moved house to a new town you would join a local running club – find the CX club that you can connect with and put in a shift to get to know them. Follow hashtags on LinkedIn, join groups and ask people for recommendations of events or people to reach out to.
  4. Get out there – are there F2F or virtual events coming up? Find events that are good for you – are there CXPA regional events? Are there conferences organised by people in your network that you can support and get value from? Go along and participate – don’t just sit and observe, be social, be brave… you never know what opportunities might come up.
  5. No online events that catch your eye? Why not create your own? Create a podcast series on a You-Tube channel or start a series of instagram lives and invite people you have connected with to take part. You’ll facilitate some engaging discussions, have lots of fun and make some brilliant connections.
  6. Be brave and organise some 1:1 chats – you will find that the global network is smaller than you think. It’s like 3 degrees of separation in CX – everyone is somehow connected to everyone by just 3 connections on LinkedIn and some are even related! If there’s someone you think could be good for you and you might be able to have some good CX chats – invite them to a Zoom call! What have you got to lose?

Janelle and I met through a mutual connection with Naeem Arif who was looking for contributors to get involved with the first instalment of the Customer Experience book last year. This opportunity presented itself on LinkedIn and we put our hats in the ring, from that first book we not only became best selling authors but we also gained a Whatsapp tribe of wonderful CXers from around the world.

We have both supported each other on client projects and even though Janelle is in Canada and I am in the UK it’s been no different to if we were in the same country. Janelle has a very active and lively YouTube channel which features some of the authors from the Customer Experience book – take a look!

Janelle Mansfield talks the importance of having a trusted pool of colleagues to collaborate with:

One of the scariest things about going out on my own was knowing that I wouldn’t have the benefit of hallway or watercooler conversations with colleagues. I’m the type of person that thrives on those impromptu interactions with others to get inspired, to stay motivated and to come up with better answers to the problems I’m trying to solve.

The first few months as a solo-preneure were the toughest. While I was having fun being my own boss and building AmplifiedCX.com, I struggled with growing my knowledge on a daily basis.  Flash forward to October 2019 where I lucked out by joining the Customer Experience book project and suddenly finding I had a network of talented, highly skilled and purpose driven CX colleagues from around the world. Not only was it incredible to be able to achieve my goal of writing a book, but more than that I now had that missing group of trusted colleagues to leverage and lean on.  I finally had that CX community I had been looking for and that feeling of belonging that I’d been missing.

Through that experience I have come to grow my network, skill-set and CX knowledge further through many informal and formal interactions with authors of the Customer Experience book series, and through additional connections.

One thing I was most surprised by, yet shouldn’t have been, was the openness of this network to share their intellectual property, their contacts, their learnings and their time. CXers, on the whole, are a generous bunch, and this group is no exception.

Finding another solo-preneur to collaborate with has been a game changer. Hannah and I have become each other’s cheerleaders, supporting each other as sounding boards, and even helping each other on projects where we simply needed that extra bit of help. I remember a recent project where I was really struggling to be both the internal CX leader AND the external facilitator. One call to Hannah and she eagerly volunteered her time to help me out, just like a trusted long-time colleague might do. Being an independent consultant can be lonely, and it’s been so fantastic to have Hannah and others by my side whenever needed. I always know that a virtual coffee or pep talk is only a WhatsApp message away.

My guidance to any CXer, whether or not you work for yourself, a small company or a large enterprise:

Build Your Network – we have much to learn from each other, and sometimes getting close to someone who isn’t within our own business can really help with perspective, motivation or cutting through the clutter of politics

Share Your Insights – I have found that sharing my stories and experiences has been incredibly valuable for others, and incredibly rewarding for me.  To hear that my perspective has helped someone else achieve their goals warms my heart.

Be Generous With Your Time – Time is one of our most valuable resources, and I find that the more I give it away, the more I get in return.

Bringing our stories to the world with the Customer Experience book series

The latest Customer Experience book, out now on Kindle, has seen some new faces join some of the CX1 authors for a great new release. The book brings together a community of 24 authors from a multitude of customer experience backgrounds to share their latest thinking and best practices. The book aims to support other CX-ers and leaders find ways to bring about more customer focus to their organisations.

Download today from Amazon Kindle or order a hardcopy from mid-August. We’d love to know what you think of our respective chapters so pop over to LinkedIn and slide in to our DM’s for a natter about all things customer experience.

 

Written by Janelle Mansfield and Hannah Foley.

Janelle Mansfield

Janelle is an experienced executive and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy. She is an early-adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders. Janelle is known for her open and approachable leadership style, collaborative nature and strategic thinking. Currently, she lives her purpose and passion by helping leaders amplify their customer experiences for better business results through her consultancy, Amplified Customer Experience.

Contact Janelle at janelle@amplifiedcx.com for a complimentary coaching session. She also has video tutorials available on her YouTube channel.

Or, connect with her on LinkedIn (include the note: “CXM” in your connection request).

Hannah Foley

Hannah Foley CCXP, Founder of Yak CX, is a passionate and energetic customer experience consultant and best-selling co-author of ‘Customer Experience’. She has worked in the UK construction and financial services industry for 15 years in FTSE 100 businesses heading up CX teams for Wolseley & Barclaycard. She is passionate about helping organisations to develop their CX strategy with solid foundations based on deep customer understanding. Hannah also supports SME’s to build their businesses with optimised customer journeys www.yak-cx.co.uk.

Connect with Hannah on Instagram and Linkedin.

 


Janelle Mansfield

Janelle Mansfield

Janelle Mansfield, MBA is an experienced executive and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy. She is an early-adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders. Currently, Janelle lives her purpose and passion by helping leaders amplify their customer experiences for better business results through her consultancy, Amplified Customer Experience (www.amplifiedcx.com).




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: ssri sex drive penis stretcher results does zoloft cause erectile dysfunction natural low testosterone treatment roman med male enhancement amazon white teva pill penuma implant reviews vitamins for penile health sex is natural bigger dick exercises increase amount of cum home made penis extender lower back pain erectile dysfunction what is a penis for big meaty dicks penis before and after vimax male enhancement pills reviews what is the average penis circumference breast enlargement pills that work sexs online glossier first order promo code anxiety remedies over the counter white pill 5880 him products erectile dysfunction solution improved blood flow what does mega man pills do for you vitamin c and garlic men sexual problem how to get a erection how to stop sex drive erectile dysfunction va disability what does extenze do i cant get a boner test booster benefits pleasure spots on a woman order pills online inner penis red white and blue pills dick going in dick hand size genix how do you measure your dick increase ejaculate volume pills things to make your dick bigger human penis growth the rock penis semen supplements is my testosterone low

vape: make my vape can i take a vape on a plane mellow vape vape shops in columbus ohio best wattage for vape vuse ecig wont charge select elite vape vape jungle smok alien 220w wont turn on fix vape pens cheap e cigarette accessories case bluetooth ecig vaping coughing up phlegm vape fuel is vaping harmful to babies uwell valyrian ii 2 300w box mod review best salt nic e vaping shop smok v8 baby m2 coils e cigarette atomizer how does it work vape rda atomizer vape pens for dry weed aspire odyssey digiflavor drop vapor pens for sale cheap dab juice for vape smok vape case top 10 vape box mods drag nano pods best cotton for vaping 2015 kangertech subox coil used vapes smok v8 baby q2 coils be simple vape pen huge box mod vape shop marion il wismec gnome king geek vape nova wismec rx2 20700 review smok vct coils smok m80 plus small vape mods for sale smok gx how long does ejuice last once opened smok tfv12 prince mesh coils rba meaning voopoo drag 2 release date uwell crown coils blowing through coil voopoo mojo vapor with rubber tank mod kit odds of ecig battery explosion

cbd oil: what can cbd help with respiratory chain disorder cbd living freeze roll on widely meaning world health organization cbd smokable cbd hemp cbd oil rite aid cbd oil multiple myeloma will cbd cause a failed drug test cbd oil fort wayne indiana cbd diamonds cbd creativity cbd before surgery 500mg cbd effects of cbd vape oil music shop melbourne cbd cbd is a scam cbd florence sc e juice cbd cannabis regulations citylife auckland cbd cbd oil and ibs cbd for quitting weed cali cbd infused gummy candy cbc hemp oil cbd oil and hormone balance how to use cannabis oil for pain cbd images best whey protein isolate reddit cbd oil healing overmasturbation clones near me define put out rainbow roses cvs pharmacy denver co cbd oil and anxiety medicine do you need a medical card to buy cbd in california cbd oil londonderry nh respect lyrics cbd oil navy hemp oil cbd pets cv sciences cbd oil roll on smoke shop cbd oil full spectrum cbd oil cartridges amazon cbd oil side effects walgreens buy can i travel with cbd oil internationally cbd oil thc cbd oil store collinsville illinois terra cannabis cbd oil 20mg strength cbd indiana

weight loss: cheap weight loss surgury do weight loss pills really work steven assanti weight loss remedy for weight loss most effective weight loss pill barley weight loss does methotrexate cause weight loss kayla itsines weight loss inducing lactation for weight loss almased weight loss reviews macro percentages for weight loss good diet pills for belly fat paleo recipes for weight loss arizona weight loss total soy weight loss 5 htp benefits weight loss benefits of cryotherapy weight loss chinese diet pills green gut bacteria weight loss supplement blake shelton weight loss vegan weight loss supplements excel weight loss pills egg diet fast weight loss leanspa diet pills zero calorie drinks weight loss reviews on alli weight loss pills how to do a weight loss challenge dl phenylalanine weight loss glucerna weight loss shakes rochester weight loss daily weight loss tips diet regimen for weight loss grapefruit weight loss pills gabi demartino weight loss guar gum weight loss pills weight loss bakersfield amazing diet pills testosterone male enhancement perfect solution diet pills hcg injections for weight loss reviews genius diet pills dr oz success weight loss program lose weight fast water pills qudexy xr weight loss diet for pcos weight loss balloon surgery for weight loss nv clinical best salads for weight loss fat burner and appetite suppressant 1 day diet pills