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 March 17

By Joy Wedge posted 2 days ago
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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 3 days ago
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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 8 days ago
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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 9 days ago
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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 10 days ago
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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 ...

Master Your First Three Years as a CX Leader with Tabitha Dunn, CCXP, at CX Leaders Advance

By Mr. Greg Melia, CAE posted 11 days ago
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Starting and scaling a CX program is a multi-year journey that requires strategic planning, organizational alignment, and a clear roadmap for long-term impact. As a CX leader, the first three years of your assignment are critical to setting the foundation, gaining traction, and ultimately delivering measurable business results. At CX Leaders Advance , we’re bringing you a learning experience designed to set you up for success: The Growing Your CX Leadership Series, led by Tabitha Dunn, CCXP —a globally recognized CX executive who has built seven CX programs at leading multinational organizations. Your Roadmap to CX Leadership Success In this ...

Why “Customer Experience Professionals Association”?

By Mr. Greg Melia, CAE posted 11 days ago
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As the world prepares to celebrate Words Matter Week , I have been reflecting on the meaning of “Customer Experience Professionals Association.” Why were these words chosen to name CXPA , and why do they remain crucial amidst the landscape of various terms used by vendors, consultants, and other organizations in the experience field? Customer — Foremost in our mission is advocacy that organizations can achieve business growth by working to understand customer needs and intentionally designing sustainable practices that are good for the customer, employees, and the organization. Whether the customer context is patient, citizen, franchise, subscriber, ...

CXPA Need to Know for the Week of March 3

By Danielle Klobe posted 13 days ago
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Join us at CX Leaders Advance April 26th-28th in Indianapolis Join us at CX Leaders Advance for the Growing Your CX Leadership Series , led by Tabitha Dunn, CCXP. With a proven track record of building and scaling seven customer experience practices, Tabitha will share her expertise in driving transformation, aligning customer needs with business growth, and modernizing CX strategies. This three-part session series is designed to guide CX leaders through the critical stages of CX maturity: Launching CX – Year One: Develop your strategic plan, build a coalition, and secure buy-in. Building CX Momentum – Year Two: Gain traction, increase visibility, ...

Introducing CXPA's 2025 Europe Regional Leadership Council

By Gabe Smith, CCXP posted 17 days ago
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Announcing the 2025 CXPA Europe Regional Council! We are thrilled to introduce the CXPA Europe 2025 Regional Council—a dedicated team of customer experience leaders committed to advancing CX excellence across the region. Their expertise, passion, and commitment to advancing the profession will strengthen CXPA’s presence and impact throughout the region A huge thank you to our incredible council members for their leadership and passion. We look forward to the impact they will make in 2025 and beyond. Chair: Dr. Ana Iorga Co-Chair: Alex Reis, CCXP Council Members: Andrea van Bloois-Romero CXAC (Cert) Ayman van Bregt Betül Yılmaz, ...

The Theory of Cognitive Dissonance in CX: A Path to Customer Loyalty

By Mr. Hector Premuda, CCXP posted 18 days ago
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The Theory of Cognitive Dissonance in CX: A Path to Customer Loyalty Héctor Premuda, CCXP Senior Advisor & Consultant / Expert in Artificial Intelligence Applied to Business (MIT: Implications for Business Strategy) 📚 In 1957, social psychologist Leon Festinger introduced the Theory of Cognitive Dissonance , explaining how humans strive to maintain consistency between their thoughts, emotions, and behaviors. In the field of Customer Experience (CX) , this theory is crucial for understanding why customers may feel frustrated or dissatisfied when their expectations do not match the experience they receive. Let's explore how this theory can ...

CXPA Need to Know for the Week of February 24

By Danielle Klobe posted 20 days ago
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Kaizen Consulting Group is the newest CXPA RTP Exciting news! Kaizen Consulting Group, leading Saudi consultancy specializing in CX, has become a CXPA Recognized Training Provider (RTP)-joining a select group of organizations committed to delivering high-quality CX training. CXPA RTPs undergo independent review to ensure their training aligns with CXPA's Customer Experience framework, the foundation of the Certified Customer Experience professional (CCXP) credential. Kaizen Consulting Group partners with clients across governmental and private sectors to drive impactful and lasting results. Learn more about them here: https://kaizen.sa/ ...

Top 10 Unique Experiences You Can Have in Indianapolis During CXPA’s CX Leaders Advance 2025

By Stephanie Linville, CCXP posted 25 days ago
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Indy is full of surprises—come ready to explore! In honor of Hoosier-native David Letterman, who made the Top Ten List a legendary late-night staple, we’re bringing his signature humor and flair to our countdown as we gear up for the 2025 CX Leaders Advance Conference in Indianapolis. Indy isn’t just a popular conference destination. It’s a city where history, sports, culture, and adventure come together to create memorable moments. Here are 10 unique experiences you can have in Indy that will make your trip unforgettable: 1. Walk Through a City That Was Designed for You Most cities evolve organically over time, but Indianapolis ...

The Financial Implications of AI in Retail and Its Effect on Customer Satisfaction

By Sahil Shetty posted 27 days ago
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Introduction Artificial Intelligence (AI) is reshaping the retail landscape by streamlining operations, enhancing customer interactions, and tailoring shopping experiences. Despite its transformative potential, implementing AI involves substantial financial commitments, including upfront investments, recurring expenses, and hidden costs. These expenses can strain retailers' budgets, but their impact on customer satisfaction is equally significant. This paper examines the diverse costs of adopting AI in retail, explores how these costs shape customer experiences, and offers strategies for optimizing value. By leveraging recent studies, we aim to provide ...

CXPA Need to Know for the Week of February 17

By Danielle Klobe posted 27 days ago
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CXPA Offices will be closed Monday, February 17th in honor of President's Day Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX Knowledge Copilot —an AI-powered assistant trained exclusively on CXPA publications to help members quickly find insights, best practices, and resources. Created by a CXPA member and a team of volunteers, this tool is designed to support your CX journey with trusted, community-driven knowledge. Learn more 2025 CX Leaders Advance New sessions have been added to CX Leaders Advance . This exclusive program offers expert-led sessions designed to help ...

Three CX Leaders Advance Sessions to Help You Drive Business Impact

By CXPA Admin posted 29 days ago
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CX professionals must deliver exceptional experiences while proving measurable business value. CX Leaders Advance offers sessions to help you achieve real results. Here’s a look at three of them: Building, Measuring, and Impacts of ROI in Experience Management Speakers: Greg Tucker, CCXP (Tucker & Company) and Diane Magers, CCXP (Experience Catalysts) Proving CX ROI is crucial for securing executive buy-in and sustained investment. This session will provide a framework to align experience initiatives with leadership priorities and measurable business outcomes. You’ll learn how to: Define and articulate the ...

Meet CXPA's 2025 U.S. Regional Council

By Gabe Smith, CCXP posted 30 days ago
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Announcing the 2025 CXPA United States Council Leadership! As we step into 2025, we are incredibly grateful for the dedicated leaders who are championing customer experience excellence across the United States. Their passion, expertise, and commitment to advancing the profession make a lasting impact, and we couldn't be more excited about the work ahead! Leading this incredible team are Melanie Long, CCXP – Chair and Nick W. Griffin, CCXP Griffin, CCXP – Vice Chair. They are joined by an outstanding group of CX leaders who are dedicated to supporting and strengthening the CXPA community across the U.S.: Amanda R. , Chad ...

CXPA Need to Know for the Week of February 10

By Jennifer Baker posted 02-09-2025
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Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX Knowledge Copilot —an AI-powered assistant trained exclusively on CXPA publications to help members quickly find insights, best practices, and resources. Created by a CXPA member and a team of volunteers, this tool is designed to support your CX journey with trusted, community-driven knowledge. Learn more 2025 CX Leaders Advance New sessions have been added to CX Leaders Advance . This exclusive program offers expert-led sessions designed to help experienced CX professionals enhance their impact, influence, and innovation. Explore the latest ...

Customer Experience and Customers Following Up on Complaints

By Sahil Shetty posted 02-09-2025
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Abstract Customer experience (CX) has become a key factor in determining the long-term success of businesses. A crucial part of CX is how companies handle complaints, which can directly impact customer satisfaction and loyalty. This paper examines the relationship between customer experience and complaint follow-up, exploring why customers follow up on complaints, the effects of such follow-ups, and the best practices for businesses to manage complaint resolution in a way that enhances CX. Introduction In today’s competitive marketplace, businesses must recognize that customer experience is not just limited to the product or service offered ...

Introducing CXPA Engage

By Gabe Smith, CCXP posted 02-07-2025
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Welcome to CXPA Engage, our refreshed newsletter designed to bring you the most relevant customer experience content directly to your inbox each month. In future editions, you'll find updates from CXPA's staff and Board of Directors, deep dives into your member benefits, CX case studies from leading organizations, information about CCXP and opportunities to earn recertification credits, and much more. Why the shift from our previous format, the CXPA Engine? We heard from members that they wanted more content from CXPA and its sponsors and partners, and less content from other sources. And the readership numbers bore that out--posts from the CXPA ecosystem ...

CX Leaders Advance Offers Sessions to Grow Your Impact and Influence

By Gabe Smith, CCXP posted 02-06-2025
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Would you like to learn how you can more effectively demonstrate the value of CX efforts to your overall business success and outcomes? Are you looking for proven strategies to align customer experience with financial results? Do you want to connect with other CX leaders who are solving the same challenges you face every day? If so, CX Leaders Advance is the conference for you. Taking place at the Hilton Indianapolis , in the heart of downtown, from April 28-30, 2025, this event is designed to help CX leaders draw clearer connections between their efforts and measurable business value. No exhibition halls, no thinly-veiled sales pitches or celebrity ...