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

Update: 2025-05-22

Digest

This podcast features Gabe Smith, CCXP, discussing CXPA's new online learning platform, CXEducation.com, and a key course: "The Trusted Guide." The course, taught by Mark, focuses on developing strategic CX leadership skills, moving beyond tactical problem-solving. It addresses challenges like securing executive buy-in and stakeholder support, emphasizing the importance of building trust and collaboration. The podcast highlights the shift from the "hero" model of CX leadership (where one person solves all problems) to a "Trusted Guide" approach, empowering others and fostering shared responsibility. A personal anecdote illustrates the pitfalls of neglecting stakeholder management. The podcast concludes with details on accessing the course and further information on CXPA.

Outlines

00:00:30

Introduction to CXPA, CXEducation.com, and the "Trusted Guide" Course

This podcast introduces CXPA's online learning platform, CXEducation.com, and highlights Mark's new course, "Trusted Guide," designed to help CX professionals become more effective strategic leaders by focusing on stakeholder management and overcoming common challenges.

00:03:19

Strategic CX Leadership: From Tactical Skills to Building Trust

The podcast details the "Trusted Guide" course's asynchronous format and its focus on overcoming challenges like securing executive buy-in and stakeholder support. It emphasizes the transition from tactical skills to strategic leadership and building trust within teams and with stakeholders.

00:11:53

The "Trusted Guide" Framework and Course Access

Gabe shares a personal story illustrating the importance of stakeholder management, explaining how this experience shaped the "Trusted Guide" framework. The episode concludes with information on accessing the course and learning more about CXPA.

Keywords

CXPA (Customer Experience Professionals Association)

A global nonprofit advancing the customer experience profession, offering resources, certifications (CCXP), and networking.

CCXP (Certified Customer Experience Professional)

CXPA certification recognizing expertise in customer experience.

CXEducation.com

CXPA's online learning platform offering courses on customer experience.

Trusted Guide

A CX leadership approach emphasizing guidance, empowerment, collaboration, and stakeholder buy-in.

Asynchronous Learning

Flexible learning allowing students to access materials and complete assignments at their own pace.

Customer Experience Leadership

Strategic leadership skills for CX professionals focusing on stakeholder management and influence.

Stakeholder Management

The process of identifying, analyzing, and managing relationships with stakeholders to achieve business objectives.

Executive Buy-in

Securing support and commitment from senior leadership for CX initiatives.

Q&A

What are the key challenges addressed in Mark's "Trusted Guide" course on CXEducation.com?
The course addresses challenges like gaining executive buy-in, securing stakeholder support, and influencing cross-functional teams for better customer and business outcomes, emphasizing a strategic mindset.
How does the "Trusted Guide" approach differ from the traditional "CX superhero" model?
The "Trusted Guide" model shifts from a single individual solving all problems to a collaborative approach where the leader empowers and guides others, fostering shared ownership.
What makes Mark's course on CXEducation.com unique?
It's an asynchronous, on-demand course focusing on strategic leadership and stakeholder management, offering a compact learning experience with a workbook and CCXP credit hours.
Where can listeners learn more about the course and CXPA?
Listeners can visit www.cxeducation.com for the course and www.cxpa.org for information on the Customer Experience Professionals Association.

Show Notes

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!

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.

Show Notes & References