Next week Americans will gather to celebrate Thanksgiving, an annual day to feast and reflect on the blessings of the past year. I look forward to celebrating that day with family and friends – but first want to express my gratitude to you, the CXPA community for the accomplishments, support, and camaraderie of the past year. Here are a few of the highlights since last Thanksgiving:
· A Global Steering Committee, chaired by Barbie Fink, CCXP, and including extensive international representation, began its six-month in-depth research late last November – an extensive listening process to understand CX community hopes, needs and expectations of CXPA.
· We gathered last December for CXPA Connections 2023, an upbeat online gathering of our global community that celebrated the accomplishments of the year while making new connections and commitments for continued success. (Join us December 19 for the 2024 CXPA Connections programs at 11 am and 4 pm Eastern.)
· In January, Tabitha Dunn, CCXP passed the CXPA Chair gavel to Amy Shioji, CCXP, who has led the 2024 Board of Directors with vision and grace.
· Ben Easaw, CCXP served as 2024 chair of the CCXP Advisory Council, overseeing a customer-centric overhaul of the CCXP recertification process as well as the launch of AI-monitored exam administration that has reduced barriers to test scheduling while improving the test-taking experience.
· Throughout the year, CXPA Regional Councils and Networks have led CXPA programs, projects, and events to engage and advance the CX community. Particular thanks goes to:
o The CXPA Dutch Network for continued excellence in celebrating and growing the CCXP community
o Jenn Stephens, CCXP and the rest of the team on the US Regional Council for development of the CXPA CX Job Seekers Guide
o Patrick Gibbons, CCXP, and the team at Walker as well as the Toronto CXPA Network for their warm hospitality during site selection visits for the 2025 and 2026 CX Leaders Advance conferences.
o Ahmed Alfaddagi, CCXP and the rest of the CXPA Saudi Arabia leadership team for their work in securing government recognition of the CCXP certification.
· I’m thankful for the insights we added to the CX community in 2024 thanks fo the support of our partners in research and community conversations including McorpCX, Walker, Heart of the Customer, Medallia, and Natter.
· I’m also thankful to our partners helping to advance CX around the globe including Awards International and Phoenix Business Intelligence.
· On April 30, the CXPA Board and global leaders met to reflect on the findings on the Global Research. It was a deep and inspiring day filled with optimism and confidence about the impact CXPA can make in the world.
· The 2024 CX Leaders Advance conference was a highlight for sure – with insightful presentations and fun conversations – all designed especially to help support advanced CX success.
· Another highlight throughout the year have been the tremendous CX conversations and content lead by CXPA bloggers, sponsors and our own Gabe Smith, CCXP. The energy at CXPA is infectious – as shown by our growth to over 75,000 LinkedIn followers.
· During the summer, a distinguished judging panel led by Greg Tucker, CCXP and Alex Reis, CCXP reviewed and granted the distinction of “Proven Business Impact Case Study” to eleven submissions, three of which were celebrated on CX Day as the 2024 CXPA Impact Award winners: Seddiqi Properties; Federated Co-operatives Limited (FCL); and Capital One Canada.
· Speaking of CX Day, I am hugely thankful to everyone who celebrated CX Day 2024, especially the enthusiastic greetings in the Global Good Morning Video.
· Two more highlights from CX Day were the announcement of a new online Masters of Science in Customer Experience from Campbellsville University and the release of the CXPA-Natter “What CEOs Need to Know About CX-EX Balance” Advisory Brief.
As I reflect on the past year, I am thankful to be part of a staff and volunteer team that serves the CX community and grateful for the trust you have in CXPA to work on your behalf to advance recognition of customer experience as a business discipline and rewarding career choice. I look forward to our continued progress together – after time with my family of course!
Together in Advancing CX,
Greg
#featured#2024