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Developing your people to enhance your customers experience

I'm a celebrity - don't ever get me out of here!


Marie Cross

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I was blown away this week when I received an email from the lovely Paul Ainsworth, Editor-in-Chief of Customer Experience Magazine, who told me he was thrilled to announce that I’ve been shortlisted for their upcoming Top 50 CX Stars feature.Marie on bridge.jpg

As one of a select group of shortlisted candidates, the list has been compiled based on my ‘outstanding contribution to the Customer Experience industry’. WOW! That’s recognition in itself and I felt a little like a celebrity, definitely not wanting to get out of this space, like EVER, when I read the rest of the email!

Paul goes on to say that professionals just like me are ‘leading the vanguard as we move towards a new era of Customer Experience, and it’s safe to say the industry is in safe hands thanks to my dedication and commitment to service excellence’.

I’ve had to complete a fairly detailed summary of my stint in the CX industry over the last 40 years, proving my standing in areas such as published articles, professional speaker events, books written (nailed that one easily), industry awards & my various associations with professional CX bodies. My favourite questions however, were the ones relating to my WHY! As you know, I’m all about living life ‘on purpose’ and I never ever take for granted the fact that I’ve been blessed to be doing something that I love with every fibre of my being; fulfils my reason for living and feels like a breeze to carry out every single day of the last 40 years of my working life!

So I thought, seeing as you’re all like-minded CX professionals who are as passionate / obsessed about delivering excellent customer service at all times and ensuring that PME (Positive Memorable Experience) to all those you interact with, just like me, that YOU might like to ponder on these questions this week too…..

  • What or who has been your biggest inspiration during your CX career?
  • What has been your proudest CX moment?
  • In your opinion, what is that ONE essential component that makes for a great Customer Experience?
  • What’s your all-time favourite CX quote?

I’d love to hear your answers – I found the whole exercise really quite cathartic and hope you do too.

Make sure you look out for (hopefully) my name in lights in Customer Experience Magazine this month – and even if I don’t make it to the no. 1 spot and get crowned Queen of the CX Jungle, I’ll still be a very happy bunny to have been nominated as a CX Star AND I didn’t have to eat a single creepy crawlie or critter to get me there.

Until next time – keep FIT!


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

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