#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives?

You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations.

Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you’ll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you’re working toward your CCXP certification, the course qualifies for critical credit hours.

Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course:

• Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier?

• How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide?

• What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment?

Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on Apple Podcasts or Spotify, or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation!

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Meet Gabe Smith

Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership.

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Show Notes & References

• Discover and enroll in the new on-demand course: www.cxeducation.com

• Explore more resources and the global CX community: www.cxpaglobal.org

• Learn more about Mark Slatin and other courses: www.empoweredcx.com

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