CXPA Connections 2022

Welcome to CXPA Connections 2022!
2022 was a remarkable year for the CXPA community.  We hope that these resources help you learn more about the accomplishments and highlights from the past year, and to get an insiders look at plans for 2023 and beyond. 

A Look Back at 2022

A Look Ahead to 2023

Wayne Simmons, CCXP on The Power of an Organizing Principle


More than 70 CXPA members from across the globe had a role in the development of The CXPA CX Book of Knowledge.  The Book is the only comprehensive, consensus-based dedicated to the CXPA CX core competency areas.  As a member benefit, every CXPA member can search and read the Book online.  In these videos, contributing authors share insights from the Book.

Part I: Customer Insights and Understanding

Part II: Customer Experience Strategy

Part III: Metrics, Measurements, and ROI

Part IV: Design, Implementation, & Innovation

Part V: Culture and Accountability

The CXPA Effective Collaboration Series: A Guide to Strengthening CX Together is a series of monographs written to build understanding and facilitate improved collaboration between specific organizational units and CX teams to deliver improved customer experiences and better business outcomes. In 2022, we published eight books in the series addressing Governance and Sponsorship; the C-Suite; IT; Customer Service; Operations; Sales, Account Management, and Customer Success; Finance; and Marketing.  As a member benefit, CXPA Members can search and read the entire series online. These videos provide insight into two of this year's monographs.

Series Overview with Executive Editor Michelle Spaul

Effective Collaboration Between CX and the C-Suite

CXPA also had an active year with an amazing array of events, webinars, and online programs across the globe.  We are thankful to the Network Leaders, Committees, Partners, and Sponsors who helped make these programs successful.

We are also proud of the continued global engagement in the Live with CXPA series on LinkedIN, which we've included here as a review.

New CCXPs

"On The Move" Career News

Innovation Award Winner

Emerging Leader Winners

Impact on Organization Award Winner

Impact on Profession Award Winner

Extra Mile Award Winner

The CXPA Extra Mile Award is given to volunteers who go above and beyond in their service to the CXPA Community.  In recognition of her role in conceiving and leading the CXPA CX Book of Knowledge project,
Heather Gillbanks, CCXP is a 2022 recipient of the CXPA Extra Mile Award.

Heather Gillbanks CCXP

Extra Mile Award Winner

The CXPA Extra Mile Award is given to volunteers who go above and beyond in their service to the CXPA Community.  In recognition of her role as Executive Editor of The CXPA Effective Collaboration Series project,

Michelle Spaul is a 2022 recipient of the CXPA Extra Mile Award.

Michelle Spaul

Terragni CXPA India CX Awards

CXPA partnered with Terragni Consulting on the Terragni CXPA India CX Awards. Congratulations to the winners:
  • Repos Energy as the CX Innovation Talent of the year for deploying original thinking, new methodologies, applied research, and innovations in the area of CX.
  • The customer- centric company of the year was awarded to Bharati AXA Life Insurance Company Limited for showcasing exceptional ability to deliver CX as a result of internal culture, employee CX orientation, internal strengths, and consistent execution capability.
  • Kamlesh Vora, Executive Vice-President & Head Customer Experience, Kotak Mahindra Bank won the esteemed CX Business Professional of the Year for driving CX to deliver hard business outcomes and solving tangible business challenges.

Ceremony

A Thank You to CXPA Volunteers

CXPA is powered by CX thought leaders who volunteer their time and talents to collaboratively develop consensus resources, foster community, and advance the CX profession.  In 2022, more than 250 individuals served as a CXPA volunteer!  We are extremely thankful to these leaders, and proud of the work accomplished by more than the twenty committees and volunteer groups.  To see who was involved by group,  visit the Directory of CXPA Volunteers.  We were especially pleased to expand global leadership opportunities with the launch of ten Regional Leadership Councils.

2022 Regional Leadership Councils

CX Day 2022: A Global Celebration

The theme of CX Day 2022 was CX Drives Success.  We were thrilled with the engagement throughout the world.  Use the links below to see more about celebrations in the ten regions, or visit www.cxday.org for a global overview.
CXPA Oceania

A Special Thank You to CXPA Sponsors

CXPA Sponsors are more than technology and consulting companies.  These leading CX service providers are true partners for the CXPA community and CX professionals.  Their investment in CXPA reflects their belief that CX professionals equipped with the right knowledge, technology, and support can deliver better results for customers, employees, and business outcomes. Please be sure to thank these sponsors for their support, and include them in your search for CX solution providers.  Use the logo links below to access special landing pages with more information about these Sponsors.