As we enter 2022, it is certain that this will be a year in which CX professionals and their organizations will be challenged to adapt to rising expectations amid continued health, safety, and economic uncertainty.
I’ve always liked a good challenge, so it is an honor to have the opportunity to lead CXPA as your 2022 Chair. Fortunately, CXPA is well-positioned to help CX professionals lead such change. Several volunteer workgroups are developing resources to help build support and understanding for quality CX, facilitate change across complex organizations, and provide insight for professionals stepping into new CX roles. We have brought more voices and perspectives into CXPA leadership than ever before, both on the CXPA Board of Directors and the new Regional Leadership Councils. I’m particularly excited that these Councils provide a dedicated avenue to help CXPA better understand, adapt and serve the global CX community. And the growing CCXP, CXPA, and Sponsor communities demonstrate widespread support for these commitments.
I also have deep compassion for the devastating impact of the COVID-19 pandemic. It is heart-breaking to think of the many lives lost, families fractured, and business contractions over the past two years. The Board, like many of you, was buoyed by the improving situation last Fall and was looking forward to hosting an in-person Global Insight Exchange in May. Unfortunately, with the emergence of the Omicron variant and after extensive consideration, we no longer feel that it would be safe or equitable to host the event. While we are sad to announce that CXPA will not hold an in-person conference in 2022, we will leverage the creativity and power of the CXPA community to create alternatives that will serve an even greater number of CXPA members and help more organizations achieve CX success. Stay tuned – and let me know if you’d like to be part of the planning.
I cannot close this letter without taking a moment to acknowledge and celebrate the awesome leadership of our 2021 Chair, Barbie Fink, CCXP. Barbie has truly embodied and demonstrated CXPA’s values this past year:
- Connected: Strength in Diversity
- Authentic: Excellence from Inside
- Be a Champion: Passion Fuels Growth
Barbie leveraged her genuine interest in getting to know and listen to others to set a new bar for member engagement. I applaud her for bringing an ever-widening circle of voices into CXPA’s membership, planning, and leadership conversations, and am thankful that she continues to serve as Immediate Past Chair for CXPA this year!
I’d also like to thank our dedicated CXPA staff who work tirelessly to support us, our mission, and our vision. We couldn’t do it without this talented, passionate team.
Thank you for this opportunity to lead our wonderful association. I am certain we will achieve great things together.