CXPA Member Blog

CXPA Need to Know for the Week of October 7th

By Joy Wedge posted 2 days ago

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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 ...

On the Move--Celebrating Your Career Successes in September 2024

By Jennifer Baker posted 3 days ago

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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 ...

A Roundup of CX Day Celebrations and Announcements

By Mr. Greg Melia, CAE posted 3 days ago

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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) ...

The Evolution (or Destruction) of Customer Experience (CX)

By Sean Albertson posted 8 days ago

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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 ...

CXPA Need to Know for the Week of September 30th

By Joy Wedge posted 9 days ago

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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 ...

Leveraging Global CX Day to create a ripple effect in your organization

By Nienke Bloem, CCXP posted 11 days ago

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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 ...

The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences

By Stacy Sherman posted 15 days ago

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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 ...

Your Guide for Celebrating CX Day 2024

By Gabe Smith, CCXP posted 16 days ago

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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 ...

CXPA Need to Know for the Week of September 23rd

By Joy Wedge posted 16 days ago

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Celebrate CX Day 2024 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 On the Move: August Want us to celebrate your career accomplishment? ...

Tips to Celebrate CX Day 2024

By Mrs. Camille Trim-Dingwell, CCXP posted 18 days ago

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CX Day Countdown! As CX professionals from around the world gear up for CX Day, I am sharing some tips to elevate the experience: Social Media Campaigns: Use your social media platforms to create a global conversation about CX. Create a community that encourages people to share their CX stories, experiences, and insights using a common hashtag. #cxday2024 Focus on Emerging Trends and Technologies by exploring how AI and automation are transforming customer experiences. Discuss the potential benefits and challenges of these technologies and address the HI topic of integration. Promote Empathy and Customer-Centricity: by e mphasizing ...

Integrating AI and HI: A Synergistic Approach to Human-Centered Innovation

By Mrs. Camille Trim-Dingwell, CCXP posted 19 days ago

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As CX Leaders, we understand that Artificial Intelligence (AI) and Human Intelligence (HI) are two powerful forces that, when combined effectively, can drive innovation and create extraordinary outcomes. While AI offers computational power and data analysis capabilities, HI provides creativity, empathy, and critical thinking. By integrating these complementary strengths, organizations can unlock new possibilities and address complex challenges. Many organisations are struggling to get this right, and Colin Shaw shares some golden nuggets in this article: https://www.linkedin.com/pulse/future-ai-customer-experience-colin-shaw-p4wke/?trackingId=74cP%2Bi2kSsasRpbD6kscBA%3D%3D. ...

Supporting Career Transitions in CX: New Resources from CXPA

By Gabe Smith, CCXP posted 23 days ago

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CXPA continues to develop resources for job seekers with the release of our new Navigating CX Career Transition Topic Guide and the upcoming CXPA Job Seekers Guide . These tools are designed to equip members with the knowledge and confidence needed to navigate today’s competitive CX job market, regardless of where they are in their career. Newly Published: Navigating Career Transition Topic Guide Our newly launched " Navigating Career Transition Topic Guide ," curated by Mariana de Marchi, CCXP , offers support for anyone facing a career shift in CX. This guide offers resources suited for three distinct paths: CX Enthusiasts – Those ...

Designing better customer experiences to serve Hispanic communities

By Mr. Edward Lopez, CCXP posted 23 days ago

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One of the 2024 initiatives of the CXPA 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 Hispanic Heritage Month . In today’s global economy, successful businesses recognize the importance of designing and delivering experiences that serve diverse customer bases. Hispanic Heritage Month celebrates the impact and achievements of Hispanic individuals who trace their roots to over 30 Hispanic/Latin countries, but it also reminds us of the significance of the Hispanic ...

CXPA Need to Know for the Week of September 16

By Joy Wedge posted 24 days ago

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Share a CX Day Global Good Morning Video Please join us in celebrating CX Day in a special way with a CX Day greeting. We look forward to creating a special “CX Day Global Good Morning” video that compiles special messages from CXPA members around the world. Your video may be shared on CXPA’s CX Day website and LinkedIn accounts. To participate, please record a short video with your name and CCXP if applicable, location, and a brief, positive CX Day message. Record Your Video Here UKCXA 24: CXPA CEO Greg Melia will Attend Five weeks to go before the UKCXA™️ 24 Awards Ceremony arrives ...

CXPA Need to Know for the Week of September 9

By Joy Wedge posted 30 days ago

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2024 CX Day Celebration 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 Share a CX Day Global Good Morning Video Please join us in celebrating ...

On the Move--Celebrating Your Career Successes in August 2024

By Jennifer Baker posted 09-05-2024

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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 Rob Howell, CCXP | Customer Experience Manager | Cornerstone Building Brands Tatiana López | Project Manager – Student Experience | La Salle BCN Deepta Rayner, CCXP | Sr. Director CX Measurement | CIBC Samantha Compton, CCXP | Manager, Success Management | HealthStream Gary Batroff , CCXP | SVP of Sales and Partnerships | Thematic Ashima Bhagat | Account Director – Government & PSU | ST Telemedia Global ...

As Customer Experience matures, CXPA evolves to tackle big challenges

By Mr. Greg Melia, CAE posted 08-29-2024

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The world is different than when Lou Carbone and Stephan Haeckel wrote about “Engineering Customer Experiences” in January 1994, or even when CXPA was founded in 2011. “Customer experience” is now widely used – albeit in a variety of contexts and meaning. But it is undeniable that this idea that arose just over 30 years ago is now found in organization charts, university courses, software platforms, and consulting frameworks. Nearly 74,000 people follow CXPA on LinkedIn and over 30,000 individuals have digital profiles with CXPA. There is no disputing that CX has arrived and taken root – thanks in large part due to visionaries like Lou, Stephen, Bruce Temkin, ...

CXPA Need to Know for the Week of September 2nd

By Joy Wedge posted 08-29-2024

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CXPA Office Closed for Labor Day In observance of Labor day, CXPA offices will close at 2pm ET on Friday, August 30th and reopen on Tuesday, September 3rd. 2024 CX Day Celebration Join the 2024 CX Day global celebration on Tuesday, October 1st. The 2024 CX Day theme is “Good CX delivers better outcomes for customers, employees and organizations.” CXPA, together with leading customer-centric organizations and advocates from around the world, will help bring this theme to life by researching success stories and demonstrable facts that spotlight the real-world return on investment of customer experience as a business strategy. ...

CXPA Need to Know for the Week of August 26th

By CXPA Admin posted 08-22-2024

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2024 CX Day Celebration Join the 2024 CX Day global celebration on Tuesday, October 1st. The 2024 CX Day theme is “Good CX delivers better outcomes for customers, employees and organizations.” CXPA, together with leading customer-centric organizations and advocates from around the world, will help bring this theme to life by researching success stories and demonstrable facts that spotlight the real-world return on investment of customer experience as a business strategy. Learn more about the 2024 Theme The CX Leader Pulse The CX Leader Pulse aligns with the CXPA’s 10-year goal ...

CXPA continues work to smooth the path, support CCXP journey

By Adrienne Bryant, CAE, (She/Her) posted 08-15-2024

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At the April 30 th Global Leadership Summit, participants challenged CXPA to “CX-ify” the way we support engag ement journeys – especially regarding the CCXP. The commentary noted that the requirements and rigor to earn the CCXP are appreciated and should be maintained – but that the experience of preparing the application, testing, and maintaining the CCXP should be improved. I am pleased to share some of the steps we have taken, and new platforms in place based on this advice. First, we have reviewed and updated our communications to help those exploring the CCXP. You will notice new web pages as well as a new Official CCXP Program ...