CXPA Need to Know for the Week of 7/27/20

By Joy Wedge posted 07-23-2020 11:57 AM


CXPA Member Webinar Review: EX to CX - Understanding the Impact in Time of Crisis? Sponsored by Nice Satmetrix
What I loved: "The ongoing shift to a culture of WFH is not going away, it is continuing to evolve." The most important thing to remember about the way COVID-19 has changed our working world is that we are on the path of evolution. Evolution, as in nature, does not go backward. Rather, changes that are made to best ensure challenging situations endure and become a permanent part of ecosystems. The professional world is certainly no different. Lisa does a great job at giving you the facts behind the speculations. I've heard countless people make this "new normal" claim. What this Webinar helps to do is connect that claim with factual evidence that people are enjoying this new normal and will likely request it to continue past COVID. What's more, it has even gone as far as to create unique value propositions for companies as they work to retain their top talent. I myself greatly enjoy the work-life balance that remote work awards me, and it was refreshing to hear such powerful backing statistics. 
Key Quote: "Nearly 50% of employees stated that they are more loyal to their companies after the disruption." The differentiation in this shift being their employees' willingness to embrace a remote workforce. 
This webinar is perfect for: I enjoyed learning about how the shift to a more remote culture is going to continue. What I also found interesting was Lisa's information on how this will impact our customers and the experiences we provide. Those looking for the facts behind the publicized claims along with key drivers in making remote experiences for employees and customers exceptional will enjoy this Webinar. As we head into a remote world, the question is...ARE YOU READY? 
 Branden CX Webinar Review

CX Impact Awards 

Have you or a colleague made a demonstrable impact on CX within an organization? 

If so, submit a video nomination for the 2020 CXPA Impact Awards. CX practitioners and providers across industries, geographies, and career levels may be nominated. Nominations will be accepted Friday, July 24th through Friday, August 21st, with winners announced on CX Day—Tuesday, October 6th!

These short videos should capture specific examples of how the nominee’s actions impacted CX or the organization’s CX program, the degree and type of impact the nominee’s actions had on customers, and ways that the nominee has distinguished him/herself and stands out from the crowd. 

Learn how to apply here 

Boston & Atlanta Networks: Inspiring Racial Equity: How CX Pros Can Guide Their Organizations

How can we design programs to create more humanistic and just relationships between organizations, employees, and customers? How can and should companies respond, and what can CX professionals do to influence this conversation? How can CX do a better job to identify where companies go wrong, and what can be done to make it right?

The panelists for this virtual event represent some of the best minds in CX today, that all feel a close connection to this topic and will discuss how you—no matter where you are in the organization or the world—can take steps to advance racial equity within your team and organization for the customers you serve. 

Register Here and Tune in Wednesday July 29th at 5pm ET 
 Boston and Atlanta Network

CCXP Now Available Remote Proctor Exam Online
As of July 2020, the Certified Customer Experience Professional (CCXP) certification exam is now available as a secured, proctored, online test utilizing Prometric’s ProProctor™ system. This is an additional option to the current opportunity to take the exam at an in-person testing center. This remote opportunity allows individuals to take the CCXP exam in a safe and secure environment such as their home or office, and is administered with a live exam proctor to facilitate and monitor the exam process. The online exam process maintains the same rigor and validity as taking the test inside of a testing center. Learn More  Take the CCXP Exam Online

CXPA Town Halls

As a “by member, for member” association, we want to hear about the challenges you face and your feedback on the strategic priorities for CXPA.  We also want to provide an opportunity for you to provide feedback on our diversity and inclusion commitments as well as other topics you may want to address.  Stacey Nevel, CCXP, Director, Voice of the Customer at Prudential and New York CXPA Network Lead will facilitate this Zoom call. (Two time options are provided to accommodate schedules.) Your feedback is also welcome in advance by completing this form.

Option 1: Aug 4, 2020 from 11:00 AM to 12:00 PM (ET)
Option 2: Aug 4, 2020 from 5:00 PM to 6:00 PM (ET)


Coming This Week

San Francisco Network: Workshop with Adam Rudder of Improv4Companies
When: Tuesday, July 28, 2020, 5:30 PM - 7:00 PM PT
More Information

Boston & Atlanta Networks: Inspiring Racial Equity: How CX Pros Can Guide Their Organizations

When: Wednesday, July 29, 2020 from 5:00 PM to 6:00 PM ET

More Information


Toronto Network: Coffee Chat 

When: Wednesday, July 29, 2020 from 1:00 PM to 2:00 PM ET

More Information

Upcoming Webinars

CXPA Webinar: New Thinking for a New Normal and the Great Reset Sponsored by Bond Brand Loyalty

When: Tuesday, July 28, 2020, 2:00 PM - 3:00 PM ET

More Information

CXPA Webinar: Step Up Your Self-Service: 3 Tips to Keep Your CX Agile and Impactful Sponsored by Zendesk

When: Tuesday, August 18, 2020, 2:00 PM - 3:00 PM ET

More Information

CXPA Webinar: 2020 Customer Journey Maturity Survey Sponsored by Usermind

When: Thursday, August 20, 2020, 2:00 PM - 3:00 PM ET

More Information

Don't Miss This 

Partners In CX: How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX Sponsored by Zendesk

View the Recording

Industry Events

DACH Customer Experience Awards 2020

When: Friday, August 28, 2020, 8:45 AM -11:30 PM

Where: Radisson Blu Hotel Schwarzer Bock, Germany

CXPA members receive a 10% discount. Please use code: CXPA20

More Information

Customer Contact Week Europe 2020

When: Monday, October 26th - Thursday, November 5th 8:00 AM -5:30 PM (EET)

Where: Online

More Information


Join the Conversation


Take a look at the most engaging threads recently posted on our discussion forum that are gathering a ton of fascinating feedback from your fellow members. You are welcome to put your two cents in as well! 


New questions for the Annual Survey related to the new normal

Stats - Importance of CX Now

Thank You to Our Global Sponsors

Gold Sponsor

Silver Sponsors Bronze Sponsors


MaritzCX Logo