Great article! I would also recommend reading "Empathy in Action" by Dr. Natalie Petouhoff and the CEO of Genesis Tony Bates.

Great article Steve! Congrats!

No university title is the differential here, in my humble opinion, but who knows.... What and how you will learn and how adaptable you are to different cultures will make or not the difference. You have to understand the different cultures and adapt. It is Not one feeds all as the typical American mass market style. Practice is still the best.

Regarding the dismissive discussion you referred, including Graham and Alex, you can not take those guys seriously. Both are on social media criticizing others, especially Hill, without any respect or knowledge about others. Often, people who need to put others down or prove others are wrong and instead they are right or have the need to show theirself ''above others'' have their own issues. However, Alex sometimes has some good points about the current situation of CX, where everyone is calling themselves an expert without even having implemented one CX large program.

Regarding CCXP and CXPA, I think you made a good point. I have the CCXP and for me was a waste of time knowledge-wise. It is like a test in primary school. Even though there are prerequisites, the value aggregation for my skill set and knowledge of 20-5 years in CX was close to none.
The CCXP can help people starting in CX a bit, even though there is nothing better than practice and experience. CCXP is a very American-oriented test-- focused on their needs, not other cultures and countries' needs. Every region in the world has different focused, habits, expectations, and conditions, and the test ignores the world's reality and differences. The CXPA probably would hope that one certification would feed all, but we all know that is not the case.

A good read based on what Shep Hyken, Don Peppers, Colin, Bliss, etc.. told us many years ago... But sadly, I see no innovative approach, and it's about saying the same with other wording.

I read it many years ago, and it is a great book! Ricardo Saltz Gulko PS: I assume that all CX practitioners would have written that many years ago to become better change agents and instigators.

Lovely Article Steven! Simplicity is essential for CX, even though there are several lines of thinking regarding CX pillars and a big difference between the American and European approaches if we yet have one. :-) Imagine the opposite of simple a complicated experience. How would the customer feel with it? Bad :-) with so many frictions. Why, as more simple, your ecosystems are more engaging and accessible to delivery real innovation, value, and employee experience, and the outcome is value for the employee, partners, and the result is simplicity and better customer experience. As I wrote in my articles in 2017, 2018, I had a series about simplicity very similar to this article, and during those three years, I have been speaking about simplicity in several conferences as a results of my Doubled S modeling, including a guest post in Jeanne Bliss using Siegel and Gale as well. Everyone uses them today :-) Interesting article. Thanks for sharing R