The Customer Experience (CX) Leader is the person that does an outstanding job in creating a culture of CX obsession in the contact center and/or the organization.

Examples of a great CX Leader:

  • Passionate about being customer centric
  • Effective at defining the CX the organization wants to deliver and communicating what customers expect
  • Ensures that any employee hired or working in the contact center and/or organization is customer centric
  • Effective at sharing CX goals, prioritizing CX initiatives, and ensuring the necessary resources are available for achieving CX goals and objectives
  • Implements the necessary people, processes, and technology practices to help achieve the FCR and Csat goals
  • Constantly reassesses resources to ensure they are in the right place at the right time
  • Ensures all employees are passionate about resolving calls and doing what it takes to resolve calls, preferably on the first call
  • Ensures all contact center employees are accountable to FCR, call resolution, and Csat metrics
  • Ensures CSR call resolution and Csat are the metrics driving the recognition program
  • Ensures CSR call resolution and Csat is the focus of the training and coaching programs
  • Uses a customer quality assurance program versus the traditional quality assurance program
  • Uses customer feedback to identify CX improvement opportunities, and based on that information makes the necessary people, processes, and technology improvements
  • Ensures voice of the customer metrics (e.g., FCR, Csat, and call resolution) are reported to all levels (CSR to C-Level)


CX Leader Award Nomination Form

Nomination deadline: March 10th, 2018
Award Announcement: March 17th, 2018

  • Who is your nominee for CX Leader? (this can be yourself)
  • Your contact information as the nominator (if different from above)
  • Accepted file types: pdf, txt, doc, docx, rtf, .
    Please upload your submission here, including:
    • - how they have acted as the FCR Leader and increased FCR and Csat
    • - their role/ job description as you see it
    • - any other awards or internal recognition your nominee has received
    • - the increase in customer experience you have achieved, the KPIs you used to determine success and the time frame