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Taking Time to Reflect Reflecting on my decade-long journey with CXPA evokes a profound sense of gratitude and accomplishment. Over these years, I've witnessed the transformative power of dedicated efforts in advancing the realm of Customer Experience (CX) in business. Like many, I started with a desire to drive CX initiatives in my organization. My research efforts led me to the CXPA. I attended my first Insight Exchange in 2014 and later that year I earned my Certified Customer Experience Professional (CCXP) designation. The CXPA and CCXP have been more than just platforms; they have been catalysts for personal and professional growth. I appreciate how much both have done for me, my career, and my ability to change my organization and move it onto a different path.

Photo by Ben White on Unsplash

Photo by John Cameron on Unsplash

Taking Time to Participate and Engage Participation in the CCXP Advisory Committee has been a satisfying experience. Participating and engaging in the committee's work has been about ensuring that the CCXP program remains a beacon, continuously evolving to serve and empower individuals on their CX journey. Getting to shape policies and initiatives that further enrich the program has been a privilege—a means to give back to an organization that has been instrumental in shaping my career. I know this work will ensure that the CXPA continues to serve people like it has served me over the years.  As I look ahead, my commitment to CX excellence and the mission of CXPA remains steadfast. I would like to thank those with whom I have served, and those who have lead the way. They have been the epitome of nurturing professionals fostering an environment of continuous learning and innovation. Thank you to past chairs J.C. Paradise, and @Stacey Nevel, CCXP. Thank you to current committee members @Benjamin Easaw, CCXP, @Tammie Holt, CCXP, @Sandra Storey, CCXP, @Mr. Sayed Ali Sharafudeen, CCXP, Nathan Canilao, CCXP, @Shawn Silzer, CCXP, @Mrs. Camille Trim-Dingwell, CCXP, and @Mr. Andy Garlikov, CCXP. I know the committee will be in good hands under the leadership of 2024 Chair, @Benjamin Easaw, CCXP, and 2024 Vice Chair, @Shawn Silzer, CCXP. In essence, my journey with CXPA has been a symbiotic relationship—a journey of benefiting and giving back. It's an ongoing narrative of growth, empowerment, and dedication to a cause that's transforming businesses and enriching customer experiences globally.

The CCXP Advisory Committee, after a year of dedicated volunteer work, has approved policy and procedure changes that will take effect over the next six to seven months.  We are happy to share advance notice and transparency on why we have made these changes and how they might affect you. 

Overall, the intent of these changes is to simplify, streamline and enhance the CCXP (Certified Customer Experience Professional) certification and recertification experiences while maintaining a focus on quality processes that will serve our applicants, certification holders, and those who hire CCXPs. These administrative changes do not impact the exam outline, content, exam process, or application requirements. 

Key Updates Include:

Recertification Updates: We have heard that CXPA terminology creates confusion between membership and certification renewal and that CCXPs feel that they are asked to renew their certification too frequently.  Therefore, we will use the term “recertification” moving forward and have made changes to adopt a three-year recertification cycle (rather than 24-month renewal).  These changes are expected to become in effect on July 1, 2024, and include:   

• Extending the recertification cycle from two years to three years.  

• Increasing the minimum continuing education credit requirement from 20 to 30.  

• Adjusting the base recertification fee to $449 (with a $150 discount for CXPA members).  

• Simplifying professional development categories into two distinct buckets: Education and Professional Leadership.  

 
Initial Certification Updates: In keeping with the changes to the recertification cycle, those passing the exam as of March 1, 2024, will be the first to be certified for the three-year period. 
 
Implementation Timeline Impact:  

• If you have an application on file, please note that your certification length will be determined by the date you pass the exam. 

• If you are a current CCXP with a recertification date before July 1, there is no change to the current requirements or fees.

• If you are a current CCXP with a recertification date on or after July 1, please plan to meet recertification requirements for a three-year cycle.
   

We understand that you will want to know more about the specific details of these changes. While our team will be making updates to the website, handbooks, and databases, they will share more information as they go along and they get closer to key project dates.  Full implementation is expected to be completed by July 1, 2024.  

For any inquiries, please do not hesitate to contact Adrienne Bryant, CAE, Program Director, CCXP, at adrienne@cxpaglobal.org. 

P.S.: A Note to Individuals with lapsed certifications:  We understand that some individuals who have let their CCXP lapse would now like to have their credential re-instated. To learn the specifics about how the new policies affect for your circumstance, please contact Adrienne Bryant, CAE, Program Director, CCXP at adrienne@cxpaglobal.org.  

Photo by Anastasiia Rozumna on Unsplash

With Gratitude,
Darin Byrne, CCXP
2023 Chair, CCXP Advisory Committee