A couple weeks ago, I was sitting in my kitchen on a lazy Saturday morning when I heard an alert buzz on my phone: CXPA had mentioned me on LinkedIn. Curious, I opened the app, where I saw a post that recognized my 1-year anniversary as a Certified Customer Experience Professional, along with a comment that expressed appreciation about the work I do as staff in the role of Content Manager. The recognition meant a lot to me and it spurred reflection about my personal journey into uncertainty—and the lesson I learned about the power of community.
My Story
The day that I passed the CCXP exam was an incredibly proud one in my life, but it came at a point where I felt a deep unease about my future. Four months before I took the test, the CX practitioner role I’d held at a non-profit had been eliminated in an end-of-year cost-savings move, and I headed into 2019 feeling more than a little afraid, and in the job market for the first time in a long while.
My first order of business was to grow my network, which I did by becoming a member of CXPA and getting involved with their local network in Cleveland. Next, I decided to burnish my professional credentials. I began looking at the exam blueprint for CCXP and mentally checking off boxes that I had fulfilled in my previous role. What had at first seemed like an intimidating series of competencies began to seem manageable, and my confidence in my ability to pass the exam grew. Soon after, I made the decision to apply to take the test, and, as a newly-minted CCXP in the spring of 2019, I found that the quality and quantity of my job interviews grew.
When I saw that CXPA was hiring a Content Manager, I could barely contain my excitement for the role, despite my attempts to remain pragmatic (much like buying a home, I learned it is best not to fall in love with a job before it is yours). What excited me most about the role was the chance I had to tell the stories of people around the world who—like me--were going to work each day with a “people first” mindset, striving to make a real difference in the lives of their customers and their fellow employees.
Having been fortunate enough to be hired and in the role now for nearly a year, I can tell you that the global members of CXPA have exceeded my high expectations in every respect, but never more so than in the face of these uncertain times.
The Power of Community
You understand the financial imperative of CX for your organization, and you also understand the moral imperative of rising to this moment. The CXPA community on LinkedIn and the CXPA Discussion Forum are filled with examples how you are helping to guide your organizational response—from customer communications, to policy changes, and to staff support. It is clear that your work has never been more important—and needed.
Our hope is that you’ll find “The CXPA Engine” a place where you can turn each week to feel informed about the latest happenings in our profession, empowered by thought leadership from CX leaders, and inspired by the perseverance of our community.
If you have a story to share about how you’re taking care of your customers, your employees, or your community during this time—we want to hear about it, and we may share it here. Please reach out to me at gabe@cxpa.org.
Your CXPA is Here to Help
Finally, if you are experiencing a hardship right now that would prevent you from extending your membership or re-certifying your CCXP, let us know and we can help. As I can attest from my own experience—you are not alone.
CXPA has been and will remain an association that is by members, for members. We’ll get through this moment—and emerge stronger together.
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