Are You Designing a Legacy

For decades, I’ve had the honor of helping companies like Starbucks, Mercedes-Benz, Zappos, Airbnb, and The Ritz-Carlton elevate their customer experience. I’ve seen firsthand how businesses succeed by creating unforgettable customer journeys, securing repeat business, and generating referrals through meaningful interactions.

I’m proud of my work, the relationships I’ve enjoyed, and the impact my consulting clients have had with their customers. However, as I’ve progressed in my career, I’ve become increasingly interested in ensuring that my work has a lasting impact.  I have (and this is probably true of you) asked myself, “How might I drive enduring results?” Through that process, I’ve concluded that lasting impact (or legacy) happens by default or design. However, intentional legacies are more substantive.

Given that awareness, I’ve sought to contribute to the future of the customer experience (CX) profession. Accordingly, I jumped at the chance to collaborate with Dr. Joseph Hopkins, the president of Campbellsville University, to create a Master of Science in Customer Experience degree.

Designing a Legacy 

When Dr. Joseph Hopkins reached out to discuss ways to elevate servant leadership, we explored broad opportunities, including addressing the gap in formal education for customer experience (CX) professionals. With this in mind, we began exploring a structured academic program to equip future professionals with the tools and skills needed to excel in CX. Together, we built the Master of Science in Customer Experience degree, which aligns with the core competencies of the Customer Experience Professionals Association (CXPA). This program ensures that students gain theoretical knowledge AND practical, real-world expertise to drive customer-centric strategies across industries.

Launching this program is part of my intentional legacy.

It’s a way for me to give back to the field that has given me so much and to help guide the next generation of CX professionals. It’s also a way to close the educational gap I’ve seen throughout my career, where many of us learned CX on the job, often without structured guidance.

Ensuring Your Legacy 

The journey to a Master of Science in Customer Experience program at Campbellsville University has reaffirmed the importance of thinking about legacy.

Whether you’re a business owner, a leader, or an entrepreneur, your legacy will be shaped by your impact on those around you. The question is: Will you let that legacy form by default or by design?

Here are a few things to think about as you craft your lasting legacy:

• Intentionally cultivate impact: What do you want to be known for? A legacy isn’t just what you do but how you do it. Define the impact you want to have on your team, your customers, and your industry.
• Mentor the next generation: Building a legacy often means investing in the future. Who are you helping to guide, mentor, or coach? Identify how you can pass on your knowledge, skills, and values to those who follow you.
• Communicate your vision: Share your legacy vision with your team, peers, or an accountability partner. This will help ensure that your actions align with the future you want to create and keep you accountable to your goals.
• Ensure alignment with your values: Consistently evaluate whether your actions, decisions, and partnerships align with the values you want to represent. Over time, this alignment will define the legacy you leave.
• Build with purpose: Be mindful of the long-term impact of your decisions. Purposeful leadership requires you to consider more than immediate gains; it’s about the mark you leave behind.

Reflection Questions

1. What do you want your leadership legacy to be?
2. Have you shared that legacy vision with someone you trust?
3. Do you have an accountability partner to help you stay focused on building your legacy?
4. How often do you review your legacy goals and the actions you’re taking to achieve them?

Legacy is a choice. Every day, we have the opportunity to shape how we’re remembered. Your legacy goes beyond your accomplishments. It extends to the lives you touch and the lasting difference you make.  

Are you designing the legacy you wish to leave?

Written by Joseph Michelli, Ph.D.
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