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Thank you to the sponsors, colleagues, and friends who joined us in New Orleans for the 2018 CXPA Insight Exchange! If you weren’t able to join us, we missed you, and hope to see you at the 2019 Insight Exchange in Salt Lake City, or maybe even sooner at the Customer Spark event coming up September 19-20 in Dallas, TX!

Meanwhile, we wanted to share some important highlights from the conference with you—specifically surrounding our newly introduced CXPA core values. We want our members to know the basis from which we, as an organization of members, volunteers, staff, and Board of Directors, are all working to move CXPA forward.

State of the CXPA

Over the past seven years, CXPA has evolved from a small, start-up association of 60 members in Boston, Mass., to a global organization with more than 4,000 members in 70 countries. This kind of growth, as you can imagine, requires continuous adjusting to our organizational structure and service delivery to ensure that what we do is scalable and provides our members with the experience and value they expect from CXPA.

And CXPA continues to grow globally. Through all of this growth, the Board has had many discussions around the topic of “staying true to our values.” As a small organization, these values were imbued in the team we selected and inherited from our cofounders, Jeanne Bliss and Bruce Temkin. With the decisions ahead of us and the growth of our community, we realized it was time to explicitly examine, test, and codify the CXPA community core values. Last October, the Board of Directors began that process. The goal was to capture the spirit and intent of the CXPA culture.

We talked to more than 100 of our most engaged members, and after considering all of the input, I am pleased to share with you the results: the CXPA core values. 

CXPA Core Values

The core values are designed to give our member-to-member association a context for how we will approach our growth and work in the future. Here are the three core values and what those values will mean to how we make decisions.

1. Connected: Strength in Diversity

• We have a culture of inclusivity and belonging, where everyone is welcomed.
• We encourage, seek out and embrace diverse perspectives and approaches.
• We have an unquenchable thirst to learn, paired with a passion to share our expertise to help one another grow professionally and personally.

2. Authentic – Excellence from Inside

• Authenticity matters. Be who you are and contribute what you can.
• We act with integrity and hold one another accountable.
• We build trust by being trustworthy, genuine, respectful, and kind.

3. Be a Champion: Passion Fuels Growth

• We are member-led and member-focused.
• We prioritize work and relationships that positively advance the mission.
• We strive to inspire others by sharing and learning together.
• We actively contribute to the thought leadership and innovation of the CX profession.
• We are tireless advocates for customer experiences that improve people’s lives.

Why?

As CXPA has grown, the Board and staff have worked hard to build a solid foundation for the association, including key personnel, processes, technology, and priority setting to support our members. As 2018 continues, we will continue to raise the bar for the CX profession, build awareness of the value of CX, and create new and better ways to help one another succeed, and we will ground our work in our new core values. Thank you for your feedback and for helping us stay focused on the most important things that help you and build relevance for our profession! Keep pushing us, get involved, and challenge the status quo.

-Desirree, on behalf of the CXPA Board of Directors