In July, we conducted a survey to better understand the impact of the COVID-19 pandemic on the CXPA community. We also held two listening sessions with members from across the globe. The message from the community is clear: the pandemic continues to have an outsized impact on daily life which most expect to last at least through the end of 2021. Here are a few themes and data points:
Nearly four out of five respondents (79%) report one or more activity limitations including company restrictions (67%); governmental restrictions (40%); or other factors such as household responsibilities (25%).
Most respondents are participating daily in online meetings (87%); working remotely (78%) and participating in CXPA at least once a week (57%).
Most respondents are not attending work conferences (76%); are not doing work-related travel (69%); are not going into the office (59%) and are not having in-person meetings (56%).
When asked about their outlook for the coming months, less than half (43%) expect limitations to be gone by January 1, 2022, and only one in three (34%) expect activities to return to 2019 levels by that same date.
The feedback provided rich suggestions for CXPA to support members. Here’s how CXPA is responding:
- CXPA will continue to operate as a primarily virtual organization through December 31, with a strong focus on online content and programming. Speakers have volunteered to lead virtual sessions on more than 50 topics deemed most important by member feedback, and networks are working to schedule and host these sessions. We will also continue to work with sponsors, partners, and members to deliver webinars and Live with CXPA programs to be available online. We will work to leverage the regional and international collaboration momentum that we have seen increase during the pandemic. Keep up with the latest on the CXPA event calendar.
- The current prohibition on CXPA in-person events has been loosened to allow member-to-member gatherings when and where it is safe to do so. To ensure equity in the use of CXPA resources, attendees of in-person gatherings will be responsible for any participation costs.
- CXPA will continue to strengthen resources to help you advance your career and CX professional team. We have recently revamped the CXPA Job Board to make it easier to find regional, remote, and Certified Customer Experience Professional (CCXP) preferred opportunities. CXPA continues to celebrate career moves, new CCXPs, and amplify the Guide to CX Job Descriptions. CXPA’s Recognized Training Provider (RTP) program supports CCXP candidate preparation across the globe, and the CCXP exam may now be taken online. We have introduced new CX team memberships and are exploring ways to improve the mentoring program. Thanks to CXPA Sponsors, we continue to offer emergency funds to support membership and CCXP renewal expenses for those unable to do so because of COVID-19 impacts.
- During the first six months of 2021, engagement on the CXPA website is up 56% over the same period in 2020. We are not resting on these achievements –we are also proud to have improved user experience for the CXPA resource library of 700+ items, as well as peer-curated Topic Guides. Lastly, we upgraded the account management portal to simplify updating your profile, privacy preferences, and more.
Another desire expressed from members was for CXPA to be an independent advocate and organizing body for the professional practice of customer experience. We continue to work to promote awareness that CX involves a unique body of knowledge that is held and employed by CX professionals. We are working with CXPA members from across the globe to develop and document independent consensus guidelines for key practices, collaboration with organizational units and to ensure the CCXP certification remains current. We will also continue to promote these themes in thought leadership, on social media, and with the celebration of CX Day on October 5. You can help support these important efforts by sharing CXPA consensus definitions housed at www.whatiscx.com, joining a workgroup, or planning CX Day participation.
Despite the ambiguity and unknowns of the emergence from the pandemic, CXPA is beginning planning for 2022, including our hopes to gather in-person in Orlando for the 2022 CXPA Global Insight Exchange. We are mission-driven, so our planning will focus on how we can best deliver on our mission to support CX professionals to share, learn, inspire, and grow throughout their entire careers. We are also member-led, so our Board of Directors and staff would love to hear from you. Every member of our team welcomes your feedback and involvement – together, we advance CX.