This fall, Syndeo Institute’s CX Collaborative (CXC) brought CX leaders from across the country to Denver for an informative and insightful gathering. I always love showcasing the innovation and energy of this region, but the true magic came from the CXC members themselves—dedicated CX champions who are shaping the future of customer experiences in our industry.
For over a decade, this group, originally known as C5, has been committed to advancing CX excellence. Last year, we rebranded the group as CXC to better reflect our membership, sharpen our mission, and amplify industry momentum. This year’s fall conference felt like a pivotal moment to reflect on our roots and chart our path forward as we prepare for 2025 and beyond.
CXC Emeritus Rob Stoddard set the tone with a compelling presentation on the history of the group and its influence on the connectivity industry’s CX journey. Rob reminded us that while we haven’t solved every CX challenge, our collective efforts have driven meaningful progress. His presentation highlighted the increased industry recognition of CX as a critical business driver and the emotional resonance it holds with customers.
The ensuing discussions made it clear: the CXC has been a catalyst for transforming how our industry thinks about CX. By pushing conversations about emotion and customer experience journeys, we’ve influenced leaders to prioritize experiences that truly matter to customers.
A key part of our conference agenda was a session led by Cox Chair and Senior Fellow Charles Patti and Senior Fellows Ron Rizutto and Maria van Dessel. Together, they guided a thoughtful discussion on how the customer journey has evolved over the last decade.
The conversation underscored the importance of emotion in CX and how the CXC has helped to shift industry thinking. Today, it’s impossible to discuss CX without considering how emotional connections drive loyalty and satisfaction. This once novel perspective has now become foundational, thanks to the groundwork laid by the CXC. I’m immensely proud of that.
We were thrilled to feature Shane Portfolio, CTO of Congruex, in our Leadership Spotlight. Shane’s session was a masterclass in leading with compassion, building relationships, and understanding the strong connection between employee experience (EX) and CX.
Shane reminded us that great CX begins with empowered, engaged teams. Leaders must equip their employees with the tools and trust they need to succeed. He also emphasized a broader definition of “customer,” urging us not to overlook our internal colleagues and teams when designing exceptional experiences.
Throughout the conference, we revisited the objectives we set a year ago and assessed our progress. Some key achievements:
Launch of the CX Journal: A cornerstone of our 2024 Intrapreneurship & Innovation Report, this journal showcases actionable insights to “Empower Every Experience.”
SCTE Expo Panel: We brought the CX perspective to a broader audience with a dynamic panel discussion.
Enhanced Vendor Partnerships: Collaborating with partners like CSG, IFS, and OpenVault, we leveraged data and research to drive better decision-making and outcomes for our members.
What makes the CXC unique is its focus on connection and collaboration. CX is not the responsibility of one team or department—it’s a shared journey that requires alignment across the organization. The CXC serves as a unifying force, helping members connect the dots, foster collaboration, and amplify the voice of the customer.
As we look to 2025 and beyond, the CXC’s mission is to lead our industry in delivering meaningful, emotionally resonant customer experiences. By working together, we’ll continue to raise the bar for CX excellence, empowering organizations and delighting customers.
