At CXPA, we believe that customer experience creates a better world by encouraging organizations to build and execute strategies that deliver better outcomes for customers, employees, and sustainable business results. We believe the greatest inhibitor to the growth of CX is a lack of understanding and consensus about customer experience. This often causes confusion, inaction, or poor execution that keeps organizations from recognizing the benefits of a well-structured, well-supported customer experience approach.
Our Goal
CXPA has set an ambitious goal to ensure the future of CX. Last year, we set a ten-year objective “To ensure global recognition and understanding of Customer Experience as a known, respected professional role and career choice; and as a valued, trusted and preferred business discipline that drives sustainable organizational growth.” We are writing to share an update on progress as well as some next steps.
Our Actions
- We have developed and published consensus definitions of customer experience, customer experience management, and customer experience professionals at www.whatiscx.com.
- We have published The CXPA CX Book of Knowledge, the first community consensus publication for our profession. Developed by more than 70 contributing authors and reviewers, it provides more than 300 pages of key definitions, processes, and guidance on customer experience foundational knowledge.
- Additionally, we have championed the importance of CX leaders as catalyst within their organization by publishing 11 monographs in the Effective Collaboration Series, providing practical advice for how CX teams can work with various departments to deliver better outcomes.
- We have written “Building Diversity, Equity, and Inclusiveness into a Customer Experience Ecosystem” a practical 73-page guide to assist CX leaders in creating more inclusive organizations. This is available free as part of CXPA’s commitment to actively contribute to a more inclusive CX profession and world.
- We have seen continued growth of the Certified Customer Experience Professional (CCXP) certification, which is sought after in hiring by leading corporate, government and nonprofit organizations.
- We hosted a high-level conference for CX professionals, CX Leaders Advance, which achieved a NPS score of 81.
- We expanded our leadership footprint by establishing ten regional leadership councils that are nurturing CXPA community growth in every part of the world.
- We leveraged CX Day as a platform to raise awareness that CX is a business discipline that delivers better outcomes for customers, employees, and organizations.
Recently, we have engaged Association Laboratory, a full-service research and consulting firm that advises professional associations on strategy and international growth, to help us research and determine the next best steps for CXPA. This work will be conducted over the next several months culminating in a global leadership meeting in conjunction with the 2024 CX Leaders Advance conference, to be held April 30 - May 2 in Denver, Colorado.
Our Resolve
We are committed to taking the lead in ensuring respect and understanding of CX because we firmly believe that increased understanding and adoption of customer experience will not only create better business outcomes but will also make a better world for this and future generations.
Will you help us secure the future of CX and the growth of CX professionals?
We are certain that including more voices and organizations will help us better advance the field of customer experience. We also recognize that different individuals and organizations have different needs, so we have created a range of opportunities for you to support and engage in CXPA. These include:
To learn more about these opportunities, please contact CXPA’s CEO, Greg Melia, CAE at greg@cxpaglobal.org.
Together in Advancing CX Professionalism,
Tabitha Dunn, CCXP, 2023 CXPA Chair, Head of Global Customer Experience, Hitachi
Amy Shioji, CCXP, 2023 CXPA Vice Chair, Chief Experience Officer, Strategic Education
Roxana (Roxie) Strohmenger, CCXP, 2023 CXPA Treasurer, VP of CX Strategy, UKG
Jayalakshmi Sudarshan, CCXP, PMP®, 2023 CXPA Director and 2024 CXPA Treasurer, Customer Experience Manager, Hewlett Packard Inc
Anita Siassios CEEE CCXP CSPO CPPM CPC CIPM, 2023 CXPA Director, Founder & Managing Director, ManagingCX Pty Ltd
Benjamin Easaw, CCXP, 2024 CCXP Program Advisory Committee Chair and CXPA Director, Managing Director, Digital Experience, Cetera Financial Group
Bryan Sander, CCXP, MBA, 2023 CXPA Director, Managing Director, Member Experience, AAA National Office
Carolyn Klinger, CCXP, FCXP, 2023 CXPA Director, Director, Market & Competitive Intelligence, Affinity
Darin Byrne, CCXP, 2023 CCXP Program Advisory Committee Chair and CXPA Director, Vice President, Client Experience and Delivery, Wolters Kluwer Financial Services
Eric Bruce, CCXP, 2024 CXPA Director, Chief Experience Officer, National Gallery of Art
Erin Wallace, CCXP, 2024 CXPA Director, Director of NPSx, Bain & Company
Francis Goh, CCXP, 2023 CXPA Director, Digital Innovation Leader, Hehsed Consulting
Georges Essama, CCXP, 2024 CXPA Director, Senior Manager, Head of Marketing, Communication & Customer Experience Department, Cameroon Telecommunications
Heather Gillbanks, CCXP, 2023 CXPA Director, VP of Customer Service & Customer Experience, Herff Jones
Jim Tincher, CCXP, 2023 CXPA Director, Mapper-In-Chief, Heart of the Customer
Mark Ratekin, CCXP, 2023 CXPA Director, Head of Global CX Consulting, Forsta
Mark Slatin, CCXP, 2023 CXPA Director, CEO and Founder, Empowered CX
Nancy Porte, CCXP, 2023 CXPA Immediate Past Chair
Sebastien Munar, CCXP, XMP, 2023 CXPA Director, Managing Director, Clientrika
Stacey Nevel, CCXP, 2023 CXPA Director, Vice President, Voice of the Customer, Prudential Financial
Stephanie Leheta, MBA, CCXP, PMP, CCMP, 2024 CXPA Director, Senior Director, Client Experience Strategy, Governance, and Design, CIBC
Wayne Simmons, CCXP, 2023 CXPA Director, Global Customer Experience Management Lead, Pfizer
Greg Melia, CAE, Chief Executive Officer, Customer Experience Professionals Association
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