Blogs

We are excited to share The AI Paradox: Technology, Humanity and the Customer Experience, a brand-new report focused on AI, Technology and Humanity in Customer Experience. To produce the report, Deloitte Digital, CXPA and Natter hosted a small but mighty group of senior CX leaders representing over 1 billion customers on the Natter platform, to discuss how they are thinking about AI and customer experience. Natter’s AI summarised the CX leaders’ conversational data, generating the insights that have driven today’s report. The report was co-authored by our CEO Greg Melia, CAE , along with Natter CEO and Co-Founder, Charlie Woodward and Amelia Dunlop Deloitte Digital’s Chief Experience Officer. CXPA members may log-in and download the report at https://www.cxpaglobal.org/research. 

CXPA is now accepting submissions for its 2024 CX Impact Awards! We invite you to share the CX initiatives you and your team instrumented and their impact on business results, especially operational and financial impacts. By sharing your case study, you'll automatically be entered into CXPA's 2024 CX Impact Awards, with winners announced on CX Day, Tuesday, October 1st.

All case studies will also be considered for inclusion in our publications and educational programming, as well, by earning "CXPA Recognized Case Study" status. For all case studies that meet criteria, we'll work with you to share your story in a way that communicates how your efforts drove business success while also honoring your organization's communication preferences and confidentiality.

Interested in being a case study judge? E-mail gabe@cxpaglobal.org

Learn more here

The CX Leader Pulse aligns with the CXPA’s 10-year goal of tracking the impact of CX on organizations. By gathering and analyzing information on CX programs and their impact, we aim to identify which aspects and activities can significantly enhance the value of CX efforts. Take part in this initiative and contribute to identifying the impact of CX. Your valuable insights will aid in benchmarking CX program activities. Thanks to our partners at Walker for pioneering this research effort.

Take the Pulse here

The Future of CX: In Depth Analysis and Predictions for 2024 and Beyond (Sponsored by McorpCX) 

July 30, 2024
Learn more

Drive Customer Experience Change and Activation amidst Complexity
July 30, 2024
Learn more

Replay: Live with CXPA & Awards International: Using CX to Drive Google Pixel's Growth
Watch here

Replay: B2B Roundtable Maximizing Trust with Employees, Clients and Partners
Watch here

Replay: The B2B CX Blueprint: Clarifying Objectives for Improved Impact 
Watch here

Replay: Establishing Effective Governance and Sponsorship 
Watch Here

Replay: CX Practitioner Perspective - The state of Personalization
Watch here

Replay: AI Enabled Containment Bots--A Primer for CX and Contact Center Leaders
Watch here

Disability Pride Month
July 1 - 30, 2024
Learn more