b'CX JOURNALKEY PRIORITIES: RETENTION, GROWTH, AND SMARTER PROCESSESMembers engaged in deep discussions on the forces reshaping the CX landscape. Retention and growthBeing a member of the CX were found to be the top priorities among the membersCollaborative (CXC) has been despite organizational size.incredibly valuable to me. It For most members, AI adoption, although stilloffers a unique opportunity considered important, fell to second or third placeto collaborate with industry with a primary focus on internal processes versus customer-facing applications. For some, journeypeersnot only to discuss mapping has provided a better understanding of whatshared challenges but also to customers need, what frustrates them, and identifiesexchange successful strategies areas for improvement by looking at each step of their journey and how theyre feeling at each touchpoint. that directly enhance my work. The biannual events serve as During breakout sessions on both days, working groupsa vital touchpoint, allowing focused on CX analytics, employee experience, and the customer experience as a brand differentiator. Insightsus to align our internal vision from these sessions will guide ongoing collaborationand strategies with others throughout the year.navigating similar obstacles.SHARED COMMITMENT TOBob BarteltSHAPING CXS FUTURE VP of Customer Experience, MidcoThe CXC Conference continues to stand out as one of my favorite industry events, said Nicole Wininger, Director of Customer Care Operations at Blue Ridge Communications. The intimate setting creates opportunities for rich, thought-provoking discussions and brings together diverse perspectives in a truly meaningful way. The networking is invaluable and often extends well beyond the conference itself. The CXC Conference continues to stand out as one of my favorite The CXC is committed to shaping the future ofindustry events. The intimate customer experience through shared accountability, deep peer connection, and a belief that meaningfulsetting creates opportunities change begins when leaders come together, not tofor rich, thought-provoking compete, but to build.discussions and brings diverse Spring attendees included Blue Ridge Communications,perspectives in a truly meaningful CableLabs, Cable One, Charter, Claro Brasil, Comcast,way. The networking is invaluable Cox Communications, CTAM, GCI, Midco, and NCTA,and often extends well beyond as well as industry partners, Aispire, CSG, Harmonic Design, and Sutherland.the conference itself.Nicole WiningerDirector of Customer Care Operations, Blue Ridge Communications19'