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Reflections on 5 Great Years with CXPA

By Gabe Smith, CCXP posted 07-25-2024 09:20 PM

  

I recently celebrated 5 years as a member of CXPA’s staff team, and found myself reflecting on some tremendous accomplishments we’ve celebrated together during that time, including the publication of CXPA’s CX Book of Knowledge, our return to in-person events like CX Leaders Advance, and the creation of our global strategy—an effort informed by more than 1,100 study participants and a dedicated team of CXPA Volunteers.

There are so many things of which I am proud, but here are three examples of why I am excited to be a part of the CXPA team:

Leveraging the power of LinkedIn to raise awareness of the great things happening in customer experience

We started LinkedIn Live with CXPA as a means of connecting with the global CX community during the Covid-19 pandemic, when in-person connection was not possible. My first conversation was with Todd Unger, the Chief Experience Officer at the American Medical Association, and it set the stage for dozens of great conversations to follow. Each conversation brings both an opportunity to learn from my peers and to connect with fellow CX pros. A couple more favorites guests include Hihlal Karaman of Istanbul Grand Airport, as she outlines how they’ve designed a truly inclusive customer experience, and Heart of the Customer’s Diane Schnitker, CCXP, as she outlined the findings of their joint research with CXPA on the first-year journey of new CX leaders.

Do you have a favorite Live with CXPA program, or an idea for a future one? Let me know in the comments.

    Fostering meaningful professional connections across the globe

Regardless of geographic barriers, and no matter where our members are in the world, they can take part in collaborative conversations that help them learn and apply CX knowledge and skills, generating better outcomes for their customers, employees, and organizations. 

One recent example: in the spirit of this international collaboration, CXPA members Annette Franz, CCXP—based in California in the U.S. and Ashutosh Karandikar, CCXP—based in Mumbai, India--recently engaged in a spirited conversation about what Annette terms “The 7 Deadly Sins of CX.” You can read her full article here, and watch her conversation with Ashutosh here.

    Supporting the growth of the CCXP program

Over the past five years, we’ve seen the Certified Customer Experience Professional credential become a preferred hiring qualification for CX roles at leading global companies like Amazon, Microsoft, Meta, and more. This growth is a testament volunteers from around the world who work tirelessly to ensure the credential is aligned with current CX practices, as well as Recognized Training Providers around the world who deliver quality CX training and CCXP exam preparation that is aligned with CXPA’s CX competency framework, which is the foundation of the CCXP exam.

In addition, five years ago, candidates for the CCXP could only take the exam in a testing center. Now, candidates can take the exam at a time of their choosing, from the comfort of their own home.

The future is bright for the CCXP program!

What’s a change that you’d like to recognize from the past 5 years, and what excites you for the next 5?


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