CXPA Member Blog

CXPA Need to Know for the Week of April 21

By Joy Wedge posted 5 days ago

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Neurodiversity Awareness Month Thanks to CXPA member Melitta Hari, CCXP for sharing a recent blog acknowledging Neurodiversity Awareness Month. Neurodiversity is about recognizing and valuing the many different ways people think, process information, and experience the world. During this month, let’s spend time acknowledging and embracing these natural variations in our humanness. Read more Grow with CXPA's Recognized Training Providers and More If you’re looking to advance your customer experience expertise, CXPA’s Recognized Training Providers (RTPs) are your go-to source ...

AI Adoption in the UAE and KSA

By Mr. Hussein Dajani posted 5 days ago

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Both the UAE and KSA have demonstrated a strong commitment to integrating AI into their economic frameworks. The UAE's National Artificial Intelligence Strategy 2031 aims to position the country as a global leader in AI by 2031, focusing on sectors such as transportation, health, and customer services. Similarly, Saudi Arabia's Vision 2030 emphasizes technological innovation, with AI playing a pivotal role in diversifying the economy and enhancing public services. Enhancing Customer Service with AI In the UAE, a significant focus of AI adoption is on automating customer service. A recent survey indicated that 27% of professionals in the country prioritize ...

CXPA Need to Know for the Week of April 14

By Joy Wedge posted 12 days ago

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Last Chance to Join Us at CX Leaders Advance Don't miss the registration deadline of April 20th . Attend CX Leaders Advance for knowledge sharing with industry experts, CX innovation and more. CX Leaders Advance is the premier conference designed for CX professionals. Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Register today! Get Recognized for Driving Real Business Results Have your ...

Turning Uncertainty into an Opportunity for CX

By Larry Leung posted 13 days ago

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82% of customers say that how a company responds during times of uncertainty is a key factor in their loyalty (Salesforce State of the Connected Customer 2023). In today ’ s rapidly shifting global landscape, uncertainty has become the norm — from economic fluctuations to supply chain disruptions, policy shifts like tariffs, and consumer behavior changes. Unplanned and unpredictable disruptions can have significant implications for business operations. For customer experience (CX) leaders, uncertainty isn't just a challenge — it ’ s a powerful opportunity for empower, engage, and enable better customer relationships. Organizations that succeed ...

Toward a Customer Experience that Reflects Every Mind: Honouring Neurodiversity Awareness Month by Reimagining Inclusion

By Melitta Hari, CCXP posted 15 days ago

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One of the 2025 initiatives of the Diversity Advancement Committee is to increase awareness of the business growth potential surrounding serving different diverse communities during and beyond celebrations and observances that might be unfamiliar but are important to our fellow members, colleagues, and customers. In this post, we are spotlighting Neurodiversity Awareness Month in April 2025. Neurodiversity is about recognizing and valuing the many different ways people think, process information, and experience the world. During this month, let’s spend time acknowledging and embracing these natural variations in our humanness. As CX professionals, we shape ...

Reframing the ROI Conversation - Why CX Value Is a Shared Responsibility

By Karl Sharicz posted 15 days ago

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In the world of Custome r Experience Management, one truth is rarely questioned: the CX Manager must prove the ROI of their efforts to senior leadership. While accountability is essential in any professional role, this expectation has become disproportionately one-sided. We often overlook a vital reality—that the responsibility to demonstrate the value of CX should not rest solely on the shoulders of the CX professional. It should be a shared commitment between the CX leader and the organizational leadership team. The Premise of Shared Accountability When a company decides to hire or promote someone into a CX leadership role, it is implicitly acknowledging ...

Stop Saying “Contact Center or CX Leader” Like They’re the Same Thing

By Justin Robbins posted 19 days ago

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This article originally appeared at Metric Sherpa: https://metricsherpa.com/stop-saying-contact-center-or-cx-leader-like-theyre-the-same-thing/ I heard it again the other day: “Contact center or CX leader.” As if those two roles are interchangeable. As if managing a contact center is the same thing as owning the entire customer experience. It’s not. And the data makes it clear just how damaging this confusion is. In a recent research study I conducted, I interviewed and surveyed 350+ business leaders responsible for “customer experience.” Across industries, one theme kept emerging: 88% lacked the authority, influence, and cross-functional alignment ...

CXPA Need to Know for the Week of April 7

By Joy Wedge posted 19 days ago

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Meet us at CX Leaders Advance Attend CX Leaders Advance for knowledge sharing with industry experts, CX innovation and more. CX Leaders Advance is the premier conference designed for CX professionals. Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Still need to register? Register today! Proven CX Business Impact Case Studies We are looking for organizations that have delivered better outcomes ...

Less is More: Simplicity in the Customer Journey

By Mr. Alex Reis, CCXP posted 22 days ago

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We live in an era of excess — too many choices, too much information. And in the middle of all this noise, what keeps a customer loyal isn’t complexity. It’s clarity. That’s why I always come back to John Maeda’s First Law of Simplicity: “The simplest way to achieve simplicity is through thoughtful reduction.” It’s not just a design principle — it’s a mindset for creating better experiences. Customers don't retain details; they remember the ease or difficulty of their journey. This cognitive reality makes simplicity a competitive advantage. Maeda's SHE framework provides actionable principles: Shrink: Eliminate redundancies. Each extra step ...

CXPA Need to Know for the Week of March 31

By Joy Wedge posted 25 days ago

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Hotel Deadline for CX Leaders Advance is April 4th Book your room at the Hilton with the special event rate of $199 a night before the deadline of April 4th here . CX Leaders Advance is the premier conference designed for CX professionals. Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Still need to register? Register today! Proven CX Business Impact Case Studies We are looking for ...

My CX Leaders Advance Road Trip Playlist

By Gabe Smith, CCXP posted 29 days ago

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Sometime on the morning of Sunday, April 27 th , my Chrysler Pacifica dad-mobile will roll out of my driveway in Akron, Ohio, and I’ll be bound for Indianapolis, the site of CX Leaders Advance, April 28 th -30 th . I’ve always loved a good Midwest road trip and prefer it to flying if the timing works out. And our conference’s relative proximity to my home—a few hundred miles from point to point--offers the perfect chance for it. And what’s a road trip without a good playlist? I wanted to share a few songs I’ll be rocking out to as I head west on I-70: Around the World—Daft Punk This song just puts me in a good mood, and ready to spend time ...

Can We Blindly Trust Artificial Intelligence When Ethics or Limits Are at Stake?

By Mr. Hector Premuda, CCXP posted 03-21-2025

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In recent years, artificial intelligence has made remarkable strides. What used to be a tool limited to repetitive or highly structured tasks is now capable of making complex decisions, interacting naturally with humans, and even acting as autonomous agents in dynamic environments. But with this rapid development comes an increasingly urgent question: Can we blindly trust AI when the context demands ethics or boundaries? 🧠 What exactly happened? A recent study has placed this question at the center of the debate. AI models like ChatGPT-o1 and DeepSeek-R1 were challenged to play against the well-known chess engine Stockfish , one of the most ...

CXPA Need to Know for the Week of March 24

By Joy Wedge posted 03-20-2025

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CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th here . Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA ...

Announcing the 2025 CXPA Middle East Council!

By CXPA Admin posted 03-20-2025

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e’re thrilled to introduce the CXPA Middle East Council, a dedicated group of CX leaders working to strengthen CXPA’s presence, foster collaboration, and support the growth of the CX profession across the region. Led by Council Chairs Natalia Jaramillo and Ahmad Samir , the council also includes: Abdalla E. , Ahmed El Badawi, CCXP, CX Management , Ankesh Agarwal, CCXP , Ashish Kumar , Balakrishna Murthy, CCXP , Hazem El Zayat, CCXP , Husam Erekat ,CCXP,MBA , Hussein M. Dajani - CCXP , Jihane Srour - Tehini, CCXP , Marc Karschies (CCXP/CXPA RTP) , Maya Khalife , Olga Tsygankova , Shorouk ...

Ramadan and CX: Building Emotional Connections and Lasting Customer Loyalty

By Massogbe Hadja Cherif, CCXP (She/Her) posted 03-20-2025

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Ramadan is the ninth month of the Islamic calendar and is considered one of the holiest months of the year for Muslims. This year, Muslims will observe Ramadan from February 28* to March 30*. The holy month of Ramadan is a special time for two billion Muslims around the world to connect with their faith, their communities and spend time with loved ones. During this sacred time, they strictly fast from dawn until sunset, refraining from both food and drink. But Ramadan is more than a month of fasting, it is a period of increased consumer activity and changed consumer behaviour. And for businesses, it’s an opportunity to strengthen customer relationships and ...

CXPA Need to Know for the Week of March 17

By Joy Wedge posted 03-13-2025

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Join us at CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th. Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX ...

Announcing the 2025 CXPA Canada Council

By Gabe Smith, CCXP posted 03-12-2025

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We are excited to announce the 2025 CXPA Canada Regional Council —a dynamic group of CX leaders dedicated to strengthening the customer experience profession across Canada. Their insights, leadership, and commitment to advancing CX will help drive meaningful impact within the Canadian CX community. A heartfelt thank you to our council members for stepping up to support and elevate CX in Canada. We look forward to the contributions they will make in 2025 and beyond. Chair: Larry Leung Co-Chair: Jhumur Choudhury, CCXP Council Members: Alisa Cooper , Chancy Chen , Chris Preston, CCXP , Denise Foxall, CCXP , Eldon Phukuile , Firas Mahasen, ...

CXPA Need to Know for the Week of March 10

By Joy Wedge posted 03-07-2025

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Join us at CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th. Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX Knowledge ...

Celebrating International Women’s Day 2025 and our Women Leaders

By Sue Duris, CCXP posted 03-06-2025

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International Women’s Day (IWD) has been around since 1911 and is a global day celebrating the social, economic, cultural, and political achievements of women. Celebrated every March 8, this day marks a call to action for accelerating gender parity. There's urgent work to do - and we can all play a part. It’s a day for all who care about women’s equality, raising awareness about bias and discrimination, and celebrating women. IWD has a strong history of visible collective action across the globe. IWD aims to forge inclusive work cultures where women’s careers thrive, and their achievements are celebrated. It helps to raise awareness ...

Indianapolis Races Toward CX Excellence: Your CX Leaders Advance Guide to Our City

By Stephanie Linville, CCXP posted 03-05-2025

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When it comes to creating unforgettable experiences, few cities do it better than Indianapolis. As CX professionals, we know that every detail matters for our customers, and Indy has perfected the art of delivering world-class events, attractions, and hospitality. That’s why we’re thrilled to welcome you to the CXPA 2025 CX Leaders Advance in a city that knows how to put on a show! 🏆 A Proven Track Record of Hosting Spectacular Events Indianapolis has hosted some of the most high-profile events in the world, seamlessly blending excitement, organization, and unforgettable moments: 🏁 The Indy 500 – The largest single-day sporting event in ...