CXPA Member Blog

CXPA Member Blog

This Blog features thought leadership from CXPA members and staff. All contributions are welcome!  Authors and commenters are reminded to adhere to CXPA's community expectations. Solicitation and direct selling are strictly prohibited, and CXPA has the sole discretion to remove any post for any reason.  For assistance with the CXPA blog, contact gabe@cxpaglobal.org.

By posting to the CXPA blog, you contribute to advancing CX knowledge.  CXPA may share your post with the CX community through our online newsletter, social media, and other content channels.

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CXPA Need to Know for the Week of May 19th

By Joy Wedge posted 2 days ago
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Proven Business Impact Program Share your CX story. Show your business impact. Earn global recognition. Has your organization’s CX efforts fueled positive business outcomes? If so, CXPA invites you to submit a case study to our Proven Business Impact program. This no-cost program provides independent, external validation that your CX strategy has delivered measurable value—such as improved customer retention, operational efficiency, or revenue growth. Submissions are reviewed by an independent panel of CXPA members under a signed confidentiality agreement to ensure privacy and protection of proprietary information. And submissions ...

Is Your CX Truly Customer-centric If It’s not Accessible?

By Melitta Hari, CCXP posted 3 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 Global Accesibility Awareness Day. Every day, millions of people try to navigate websites, apps, or digital services. For many of us, it’s second nature: we search, click, and browse without thinking twice. But for others, the experience isn’t just frustrating; it can be impossible. On ...

Future Proofing Your CX Career

By Brad Smith, CCXP posted 4 days ago
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I wanted to touch on a subject that has come up repeatedly over the past couple of months: “ Where is my CX career going? How can I grow it, protect it, and thrive in these disruptive times? ” I grew up in Customer Service, and my first experience with Customer Experience (CX) was in 2006, when I joined a cross-organizational program led by Aisling Hassell, the CCO of Symantec. After that, I was hooked. I’ve been active with the CXPA since its founding when I was the VP of CX for Yahoo. I’ve served as a corporate sponsor, won a CXPA Innovation Award when I was the EVP of CX for Sage Software in 2013, chaired multiple committees, served on the board of directors, ...

From Culture to Customer: Unlocking the Power of Employee Experience

By Larry Leung posted 5 days ago
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Employee experience (EX) emerged as a central theme in the recent CXPA Toronto webinar, underscoring its direct and measurable impact on customer experience (CX) and organizational success. Canadian leaders from Experience Advisors and Wave Financial shared practical strategies and case studies, emphasizing that a thriving corporate culture is not accidental but constructed through intentional design, purposeful engagement, and a focus on people-first values. A key insight was the significance of aligning EX and CX strategies. Organizations that harmonize their internal processes, leadership frameworks, and technology investments create a seamless ...

Introducing the CXPA CX Knowledge Copilot: AI-Powered Support for CX Professionals

By CXPA Admin posted 9 days ago
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CXPA is thrilled to highlight our launch of the CXPA CX Knowledge Copilot, CXPA's very first LLM chatbot, designed to provide our members with accurate answers drawn directly from our trusted CXPA publication knowledge base! This initiative marks a significant step forward in enhancing member access to information. This achievement was made possible by an incredible group of dedicated volunteers leveraging cutting-edge technology, including Google Gemini model, Google Cloud, Gemini API, and a Retrieval-Augmented Generation (RAG) architecture integrated with CXPA proprietary resources. The journey began with a simple but powerful idea from ...

How many responses do you need for your survey results to be meaningful?

By Rachel Cope, CCXP posted 9 days ago
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Note from the Editor: As CX professionals, we’re tasked with demonstrating the impact of our work through metrics that matter to the business. That starts with having confidence in the data we’re using to make decisions. In this article, Rachel Cope, CCXP, who brings deep expertise from the market research world, walks us through concepts like sample size, significance testing, and margin of error. While the focus is on survey design, the implications are far-reaching: better survey practices lead to better insights, which in turn drive smarter business decisions that enable us and our colleagues to improve retention, refine products, and identify growth opportunities. ...

CXPA Need to Know for the Week of May 12th

By Joy Wedge posted 9 days ago
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2025 CX Leaders Advance Recap Thank you to all our amazing attendees and speakers for making the 2025 CX Leaders Advance conference a huge success! Here are a few highlights: 148 attendees from 110 organizations across the U.S. and beyond 40 speakers delivering 31 sessions across 7 tracks 92,272 sponsor impressions and enthusiastic participation from 11 valued partners 91% of attendees said the event met or exceeded expectations 85% loved the Whova platform, with many using it to connect, share resources, and create meetups We can't wait to see you all again next year! Save the date for CX Leaders Advance ...

Turning Awareness into Action: Why Mental Health Must Be a Daily Consideration for CX Professionals

By Joan Ntabadde Kyeyune posted 10 days ago
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By Mandi Hanson, CCXP and Joan Ntabadde Kyeyune One of the 2025 initiatives of the DEI 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 Mental Health Awareness Month . Mental Health Awareness Month is recognized globally. In the U.S., Mental Health America (MHA) observes each May, with the 2025 theme “Turning Awareness into Action.” The Canadian Mental Health Association (CMHA) joins with nationwide campaigns. ...

Turning Awareness into Action: Why Mental Health Must Be a Daily Consideration for CX Professionals

By Amanda Hanson, CCXP posted 10 days ago
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By Mandi Hanson, CCXP and Joan Ntabadde Kyeyune One of the 2025 initiatives of the DEI 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 Mental Health Awareness Month . Mental Health Awareness Month is recognized globally. In the U.S., Mental Health America (MHA) observes each May, with the 2025 theme “Turning Awareness into Action.” The Canadian Mental Health Association (CMHA) joins with nationwide campaigns. ...

When Do Customers Contact Contact Centers and Register a Case in the Customer Journey?

By Sahil Shetty posted 11 days ago
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Abstract: Understanding the precise moments when customers initiate contact with contact centers and register cases is pivotal for enhancing customer experience and operational efficiency. This paper examines the stages in the customer journey where such interactions typically occur, identifies key touchpoints, and discusses the implications for businesses aiming to optimize their customer service processes. 1. Introduction In the contemporary business landscape, contact centers serve as critical points of interaction between customers and organizations. Identifying when customers reach out to contact centers and register cases is essential for ...

5 Things I Learned at CX Leaders Advance 2025

By Mrs. Melanie Long, CCXP posted 11 days ago
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This week I attended my first CX Leaders Advance conference. First, I want to give the Customer Experience Professionals Association (CXPA) my immense thanks for putting on such a well-organized event! I’ve never felt such a sense of community at a conference, which is due in part to the diligence of the organizers, but also the welcoming nature of the CX community. I met so many inspiring people and was awed by the overwhelming desire to learn from and share with one another. Here are the top 5 things I learned at my first CX Leaders Advance conference. CEOs don’t care about customer experience. That’s not to say the CEO doesn’t ...

CXPA Need to Know for the Week of May 5

By Joy Wedge posted 17 days ago
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Get Recognized for Driving Real Business Results Have your customer experience efforts led to measurable business impact? Share your success and receive external validation by submitting your case study for CXPA’s Proven Business Impact (PBI) recognition. PBI recognition confirms that your CX initiatives have delivered tangible results—such as increased revenue, improved customer retention, or operational efficiency—through a peer-reviewed process led by experienced CX professionals. It’s a meaningful way to showcase the value of your work both within your organization and to the broader CX community. All case studies recognized with Proven Business ...

CXPA Need to Know for the Week of April 28th

By Joy Wedge posted 24 days ago
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Special Thanks to CXPA Conference Sponsors The 2025 CX Leaders Advance conference in Indianapolis brings together CX professionals to connect and learn—and it’s all made possible through the generous support of our sponsors. We extend an additional thanks to our conference only sponsors, whose partnership helps power this conference. If you’re attending the conference, learn more about them in the event mobile app or meet their representatives onsite. We are so proud to be advancing the future of customer experience with our Conference only supporters: Forethought , Campbell Marketing and Communications and B-TRNSFRMD . ...

3 Things I Wish I Knew Starting in CX...and 20 Tips to Accelerate Your Impact

By Lauren Feehrer, CCXP posted 25 days ago
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This article originally appeared on LinkedIn . Customer experience isn’t a role people typically train for. It’s a role they’re thrust into. Most CX leaders didn’t start their careers with “customer experience” in their job title. They’re asked to step into i t, often for the first time, in organizations that are just beginning to recognize the need. There’s usually no roadmap, no precedent, and no formal team—just a mandate to “go fix the experience.” That’s exactly how I started. Our CEO asked if I could find out what our B2B customers really thought of us and work with teams to make improvements where needed. At the time, I ...

CXPA Need to Know for the Week of April 21

By Joy Wedge posted 30 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 04-17-2025
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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 04-11-2025
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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 04-10-2025
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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 04-07-2025
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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 04-07-2025
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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 ...