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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"Be authentic or go HOME!" Throwback to Bali in December 2023! I was gearing up to host a CX leadership retreat on this incredible island, and new promo photos were on the agenda. Yes, I have the 'official' shots too, but this one? This picture? It’s ME. A CX leadership expert who loves to bring play into the game—in the signature blue dress, of course. Mixing business with pleasure and keeping things real. Working with me? Always a mix of insights and good vibes. So, here's the question: are your CX stories engaging, memorable, and you? Does your audience connect with your message beyond the "corporate schmorporate"? (New word alert—you’re ...
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As the calendar turns from October to November, transformation is afoot all around the world – from the remembrances of Dia de Muertos to the celebrations of Diwali to the US presidential election to name just a few. There is also continued progress at CXPA toward the strategic goals and plans for the future to achieve our 2032 goal” to ensure global recognition and understanding of Customer Experience as a known, respected professional role and career choice; and as a valued, trusted and preferred business discipline that drives sustainable organizational growth. Among the moments of progress in the past several months, we celebrate: · ...
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One of the 2024 initiatives of the DEI Committee is to increase awareness of the employee and customer experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. This month, we spotlight Diwali, the Festival of Lights—a celebration that transcends borders, illuminating homes, hearts, and communities worldwide. As a proud immigrant Indian who deeply cherishes Diwali, I look forward to celebrating the festival with friends and family, indulging in sweets, creating beautiful rangoli, and sharing the sense of warmth that this special time of year brings. Diwali is more than just a festival; ...
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New Guide: What CEOs Need to Know about CX - EX Balance Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary often ask which should be prioritized by organizational leadership. In August 2024, CXPA gathered senior customer experience leaders from around the world to have a set of online conversations on the Natter conversations platform about these two topics. We found that the two elements are not in opposition to one another - in fact, leaders must embrace the interrelated duality of CX and EX to unlock sustainable business results. We encourage you ...
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October is Global Diversity Awareness Month Photo by Brittani Burns on Unsplash One of the 2024 initiatives of the DEI Committee is to increase awareness of the employee and customer experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. As October comes to a close, so does Global Diversity Awareness Month. The Diversity Advancement Committee has been hard at work this year creating blog content around many diverse observances and celebrations and the impact of the intersection of DEI and CX. We first recognzied Global Diversity Awareness ...
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New Guide: What CEOs Need to Know about CX - EX Balance Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary often ask which should be prioritized by organizational leadership. In August 2024, CXPA gathered senior customer experience leaders from around the world to have a set of online conversations on the Natter conversations platform about these two topics. We found that the two elements are not in opposition to one another - in fact, leaders must embrace the interrelated duality of CX and EX to unlock sustainable business results. We encourage you ...
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CXPA thrives because of passionate CX leaders like you who contribute to advancing our global community. We are now accepting applications for a variety of exciting volunteer roles for 2025. Whether you're interested in shaping our flagship CX Leaders Advance conference , guiding regional growth, or advancing the CCXP Program , there's a role that fits your expertise! (Note: Membership is required to view opportunities, apply, and serve as a CXPA volunteer leader.) Explore opportunities to: Join the Global Board of Directors : Shape CXPA’s strategic direction. Lead Regional Councils : Drive CX initiatives in Canada, Europe, the Middle East, ...
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One of the 2024 initiatives of the DEI Committee is to increase awareness of the employee and Customer Experience around celebrations and observances that might be unfamiliar but are important to fellow members, colleagues, and customers. This month, we are spotlighting Breast Cancer Awareness Month. Did you know that breast cancer recently surpassed lung cancer in becoming the most common cancer globally, and that the global economic impact of the disease is expected to reach nearly 2 trillion USD by 2050? (Franklin et al. 2024) Breast cancer has a massive financial impact on many of our customers, but also on our employees, with those ...
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On the Move: September CXPA enjoys celebrating CX leaders on the move. Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were recently on the move: First row, L-R Shawn Nason | Chief Experience & Innovation Officer | PatientPoint Emily Bevens , CCXP | Vice President, Client Experience Transformation Partner | BlackRock Matt Kavanaugh | Director of Customer Success | Neuron7.ai Rudi Whitaker | Head of Corporate Real Estate – Hospitality | Discovery Limited Read more New Resource: Job Seekers Guide ...
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Abstract: In a world where digital convenience dominates, the human touch still stands out as a key differentiator for in-store shopping. Store associates are much more than employees; they are the face of the brand, creating connections that online platforms can’t match. This paper takes a closer look at how these associates shape the customer experience (CX), drawing on psychological insights, real-world examples, and case studies from retailers like Lowe’s, Nordstrom, and Apple. By empowering associates and enhancing their emotional intelligence, retailers can turn simple transactions into lasting relationships that keep customers coming back. As we explore ...
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Introduction: Imagine stepping into a store, finding the exact product you researched online, and checking out effortlessly through an app that remembers your preferences, purchase history, and delivery address. Now, picture how this seamless experience extends across your interactions with that brand, whether it's on their website, social media, or customer service. This is the promise of a well-executed omnichannel network—a cohesive, connected experience that empowers customers to engage with a brand whenever and however they choose. In today’s fast-paced world, customers have an abundance of choices, channels, and options at their fingertips. They expect ...
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New Resource: Job Seekers Guide Get the newest career support resource from the CXPA. A 32-page guidebook that covers some of the most pressing issues for job seekers. This guide distills invaluable advice from seasoned CX professionals who have successfully navigated the complexities of CX job markets. It equips you with practical tools and knowledge to excel in your career, whether you're looking for immediate opportunities or long-term growth. Download here . If you are a CXPA member looking to be part of a community of CX job seekers, you can join the CXPA’s community here (CXPA membership and login required). You can also access the ...
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Thank you for Celebrating CX Day 2024 CX Day 2024 was a unique global celebration, filled with energy and engagement from around the world. The day was packed with activities, spotlighting key announcements and milestones that showcased the growing influence of customer experience. From insightful discussions to innovative ideas, every moment contributed to a truly memorable experience. See highlights here New Guide: What CEOs Need to Know about CX - EX Balance Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary ...
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Want us to celebrate your career accomplishment? We want to hear from you--just fill out this form . Here are some CX pros who were recently on the move: First row, L-R Shawn Nason | Chief Experience & Innovation Officer | PatientPoint Emily Bevens , CCXP | Vice President, Client Experience Transformation Partner | BlackRock Matt Kavanaugh | Director of Customer Success | Neuron7.ai Rudi Whitaker | Head of Corporate Real Estate – Hospitality | Discovery Limited Second row, L-R Zoe Reuter, CCXP | Chief Operating Officer | Findel Vlad Kushchenko, CCXP | CX Director | AstraZeneca Sathish ...
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CX Day 2024 was an amazing day, a truly global celebration with so much activity that I feel compelled to write a summary post to capture key announcements and highlights. The day kicked off with an amazing video that captures the spirit and reach of the CXPA community: Of course, CXPA shared videos to help recognize and celebrate the work of CX professionals: Social media was also full of in-person and online CX Day activities Five9 arranged a special recognition on the Nasdaq display Hundreds of attendees participated in a Russian CX Day online program. (One breakout room pictured) ...
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The Challenges, Transformations, and Future in the Changing Landscape of CX The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and a shift towards data-driven practices, is reshaping how companies approach CX. Traditional methods such as surveys and legacy research are giving way to tech-driven solutions and deep data analytics. In this article, we analyze the pressing challenges and potential opportunities for the CX workforce. The Shifting Landscape: From Traditional CX to Tech-Driven Solutions In recent years, the traditional approach to CX, anchored in surveys ...
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Celebrate CX Day 2024 Tune in to the CXPA Celebration on LinkedIn LIVE Tuesday October 1, at 12pm noon ET Set a reminder Are you and your team ready to join the celebration? Join us on Tuesday, October 1st, and get ready to participate in CX Day! This exciting day is dedicated to celebrating CX and the CX professionals behind creating positive impacts for customers. Be sure to check out the CX Day event calendar to explore a variety of events happening worldwide. Whether you’re attending webinars, joining discussions, or sharing your own stories, there’s something for everyone to enjoy. See CX Day 2024 Event Calendar ...
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This article originally appeared at https://www.nienkebloem.nl/en/leveraging-global-cx-day-to-create-a-ripple-effect-in-your-organization/ Global CX Day is fast approaching, and I absolutely can't wait. For those who don't know, the Customer Experience Prof essional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It's our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals who drive it, and promote a culture centered on our customers. But the real power of Global CX Day lies in how we leverage it to inspire our teams, improve ...
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Originally featured on Doing CX Right blog Imagine yourself sitting across the table, heart pounding, hands clammy. The offer letter is right in front of you, but something feels off. You know you should probably ask for more, but the words seem stuck. Does this sound familiar? This is similar to what my friend Catherine Sugarbroad experienced. After being in her role for several years, a new position opened up. Realizing that the compensation structure for this new role might be different, she sought advice from a trusted colleague. Her colleague warned that the company could try to lower her base salary because sales roles often rely heavily on ...
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Record a Greeting by September 20th As we gear up to celebrate CX Day on Tuesday, October 1st, 2024, the global CX community is coming together to recognize the importance of customer experience and the value it brings. This year’s theme, "Good CX Delivers Better Outcomes for Customers, Employees, and Organizations," highlights the business impact of our discipline. Would you like to join in the celebrations? One of the most personal and impactful ways to participate is by sharing a c heerful "Happy CX Day" message with the global community. We invite you to record a short video including your name, location, and a special message that showcases ...