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 July 14th

By Joy Wedge posted 18 hours ago
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Disability Pride Month 2025 CX leaders recognize that inclusion drives loyalty, trust, and long-term growth which is good for customers, employees and organizations. Check out our latest blog inspired by Disability Pride Month by CXPA member Melitta Hari, CCXP Read more Save the Date and Celebrate CX Day on October 7, 2025 Join the CX Day global celebration of customer experience on Tuesday October 7, 2025. We look forward to celebrating the incredible people who are passionate about the customer experience. CX Day shines a spotlight on how CX drives better outcomes and results for customers, employees ...

Preparing for the 2026 Board Nominating Process: What to Expect

By Roxie Strohmenger, CCXP posted 2 days ago
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Serving on CXPA’s Nominating Committee is one of the most rewarding—and challenging—roles among my many CXPA volunteer roles. It is rewarding because it provides a firsthand look at the talent and passion across our CX community. It is challenging because there is a limited number of slots available for Board appointments. This blog post offers a behind-the-scenes look at how we select Board nominees. It also shares that we are currently seeking self-nominations to serve on the CXPA Nominating Committee. I hope that it helps you consider taking a step to become further involved in helping to advance our association. (If you are interested in applying for that, ...

Inclusive design is how customer experience becomes truly human

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 Disability Pride Month in July. Disability Pride Month opens moments to reflect and invites conversations around identity, access, and equity; spanning policy, visibility, and the design of systems, services, environments, and everyday interactions. First celebrated in the United States in 1990, alongside the ...

CXPA Need to Know for the Week of July 7th

By Joy Wedge posted 9 days ago
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Why Quality CX Research Matters A recent CXPA LinkedIn article explores Why Quality CX Research Matters. Quality research is more than just data, it empowers you to bring meaningful, credible insights into the discussions. It helps you speak the language of your stakeholders and builds a robust case for CX projects. The key for the CX professional is understanding that research facts must not only be accurate, but that the right research must be chosen to ensure it is relevant to the audience and project stage. Read more Save the Date and Celebrate CX Day on October 7, 2025 Join the CX Day global celebration ...

CXPA Need to Know for the Week of June 30th

By Joy Wedge posted 14 days ago
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Save the Date and Celebrate CX Day on October 7, 2025 Join the CX Day global celebration of customer experience on Tuesday October 7, 2025. We look forward to celebrating the incredible people who are passionate about the customer experience. CX Day shines a spotlight on how CX drives better outcomes and results for customers, employees and organizations. CX Day graphics are now available – plan your celebration early and download graphics here . CX Leaders Advance 2026: Toronto, Canada The 2026 CX Leaders Advance conference will be held April 27 to April 29 in Toronto, ...

3 Things You Can Do Now to Prepare for CX Day

By Jennifer Baker posted 15 days ago
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The continuing theme of CX Day, celebrated on the first Tuesday in October each year, is “good CX delivers better outcomes for customers, employees, and organizations.” Each year, I try to use CX Day as a checkpoint – not just to celebrate, but to reconnect with peers and think intentionally about how to strengthen our impact going forward. This y ear’s celebration is just around the corner (October 7, 2025), and now is the perfect time to start planning how you’ll celebrate the incredible work being done in customer experience that impacts business growth. Whether you're organizing s omething big or keeping it simple, here are three quick actions ...

CX During the GCC Travel Season: How to Design for Shifting Emotional & Functional Needs

By Mrs. Shorouk Abdelfattah, CCXP posted 17 days ago
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As temperatures rise across the GCC and schools break for summer, the region enters its annual travel season. Airports buzz with families heading for cooler destinations or for spiritual journeys like Al-Hajj. It’s a time when customer behavior, and expectations shift dramatically. For brands, this is not “business as usual.” The travel season in the GCC brings unique emotional and functional needs shaped by the region’s culture and way of life. Successful customer experience (CX) leaders understand this shift and adapt their experience design accordingly. Let’s explore how CX can better align with consumer behavior during ...

My Journey to Becoming a CCXP

By Fatima Tomoum, CCXP posted 17 days ago
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I have been in this industry for more years than I care to admit. I have been in the business of creating me morable customer experiences from the first time I washed someone’s hair at my part-time job at the local hairdressing salon when I was 14, working a summer job, through my university years’ part-time job of being a clown at kids’ birthday parties, not to forget that time I worked as a kangaroo mascot for an Australia Day parade down the Queen Street Mall in Brisbane back in the early ’90s! After graduating with my master’s degree and working “real jobs” since the late ’90s, I have always been in customer service, clienteling, CRM, or customer ...

“Success Coaching”: Coaching the Humans Behind Human-Centered Experiences

By Marineuza Dias posted 19 days ago
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What if one of the most powerful ways to transform customer experience wasn’t a shiny new platform or a seismic re-org—but a quiet, consistent conversation? That’s the idea behind Employee Success Coaching, an internal initiative launched three years ago at WPO, a global provider of employee well-being solutions. The goal? To empower employees through engaging, thought-provoking coaching conversations. The result? A gradual cultural shift that's transforming how the organization delivers on its CX promise—by investing first in the humans behind the experience. This article grew from one of those conversations. When I sat down with ...

CXPA Need to Know for the Week of June 23

By Joy Wedge posted 22 days ago
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CXPA Midyear Sponsorship Brochure and CX Day Opportunities The CXPA Midyear June - December Sponsorship Brochure is now available. From CX Day 2025 to other high-impact initiatives, this is your chance to align with the global leaders in customer experience. Reach thousands of CX professionals, leaders, and decision-makers across the globe through promotions, event exposure and more. See the brochure here CX Leaders Advance 2026: Toronto, Canada The 2026 CX Leaders Advance conference will be held April 27 to April 29 in Toronto, Canada. Save the date and plan to attend. ...

Why EMEA is a fertile ground for CX innovation

By Andrea van Bloois-Romero posted 24 days ago
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Editor’s Note: This piece by Andrea Van Bloois Romero highlights the very principles CXPA celebrates through its Proven Business Impact (PBI) program—where customer experience drives real, measurable business outcomes. If your organization has a CX business impact story to tell, we invite you to submit your case study for expert review and global recognition. Learn more here: https://forms.office.com/r/2MeB vKcFTY In today’s rapidly evolving business environment, CX is no longer just a buzzword; it’s a proven business strategy driving tangible results. Across the EMEA region, organizations of all sizes and sectors are investing in CX not merely as ...

Touched by digital: Finding a balance between automation and the human CX connection

By Ayman van Bregt, CCXP posted 25 days ago
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We live in a world where every customer touchpoint is increasingly digital. From automated checkout systems to AI-driven support chats, technology now mediates most of our interactions with brands. It promises speed, scale, and efficiency — and often delivers. But somewhere along the way, we risk losing something that is vital and essential: the human touch that defines exceptional customer experience. As CX professionals, we understand that customer experience transcends smooth transactions or fast answers. It's fundamentally about connection, trust, and empathy. While digital solutions play a critical role in delivering consistency and convenience, ...

CXPA Need to Know for the Week of June 16th

By Joy Wedge posted 29 days ago
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CXPA Offices Closed for Juneteenth CXPA offices will close on Thursday, June 19, 2025 and reopen on Friday, June 20, 2025 in observance of Juneteenth. CX Leaders Advance 2026: Toronto, Canada The 2026 CX Leaders Advance conference will be held April 27 to April 29 in Toronto, Canada. Save the date and plan to attend. Pre-registration is now open! There is no cost to pre-register and this gives you the opportunity to make suggestions for the program and agenda. Everyone who pre-registers will be the first to get updates and receive a special offer when official registration opens. ...

CX Leadership or Lip Service? A Reality Check on the State of Customer Experience Management

By Karl Sharicz posted 06-11-2025
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Let’s face a hard truth: not every organization is ready—or willing—to take customer experience seriously. That might sound harsh to some ears, especially in a field saturated with feel-good slogans and glowing conference keynotes. But for those of us who have spent years inside the system, fighting the good fight for the customer, it’s a truth that resonates deeply. My belief, based on real-world experience, is that if an organization’s leadership doesn’t already value the role of customer experience in shaping its brand, driving loyalty, and ultimately fueling long-term profitability, no amount of evangelizing from a CX professional—internal or external—is ...

CXPA Need to Know for the Week of June 9th

By Joy Wedge posted 06-06-2025
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CXPA Acknowledges Pride Month With $4.7 trillion in global spending power, LGBTQIA+ customers are paying attention—not just to your message, but to their lived experience with your brand. This Pride Month, Melitta Hari, CCXP shares how you can turn friction into opportunity by designing CX that includes everyone. Read More CX Leaders Advance 2026: Toronto, Canada The 2026 CX Leaders Advance conference will be held April 27 to April 29 in Toronto, Canada. Save the date and plan to attend. Pre-registration is now open! There is no cost to pre-register and this gives you the opportunity to ...

How to Deliver CX Value Before Customers Ask

By Jeffery Delmar posted 06-05-2025
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Customers expect more than just timely support. They expect companies to anticipate their needs and resolve potential issues before they even arise. This shift toward proactive customer support is not just a trend—it's a strategic imperative for delivering value and building lasting customer loyalty. Why Proactive Support Matters Now Historically, customer service has been reactive (wait for the problem, then solve it). That approach is no longer adequate in 2025. According to Zendesk's 2025 Customer Experience Statistics, over 50% of customers will switch to a competitor after a single unsatisfactory experience. Real-time data, customer journey ...

When You Can’t Spend More, You Need to Learn More

By Lawrence Williams posted 06-05-2025
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Margins are tight right now. Shrinking, actually. Between tariffs, freight costs, labor shortages, and consumer pullback, Canadian retailers are under pressure to make every dollar—and every decision—count. Which is why customer experience teams have a critical role to play right now. But it’s not about spinning up another survey or filling another dashboard. It’s about using customer data to reduce waste, not add to it. And that starts by asking a tough question: Are we actually learning anything from the data we’re collecting? The CXPA Book of Knowledge (BOK) lays out a clear response: collecting high-quality, consumer-level insights isn’t just ...

More than a campaign: This Pride Month, support better outcomes through LGBTQIA+ inclusion

By Melitta Hari, CCXP posted 06-04-2025
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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 business growth opportunities through identifying and removing LGBTQIA+ friction points . The LGBTQIA+ community is estimated at 388 million individuals worldwide, with spending power of ap proximately $4.7 trillion USD per year. LGBTQIA+ inclusion in customer experience isn’t always straightforward. It’s nuanced, ...

Why Quality Research Matters in CX

By CXPA Admin posted 06-03-2025
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by Ankesh Agarwal, CCXP and Michelle Spaul , with special commentary from CXPA’s CEO, Greg Melia, CAE Does this sound familiar? Meet Jane, a passionate Customer Experience lead at a mid-sized retail chain. Eager to gain executive sponsorship for a new CX initiative to redesign their click and collect process, in response to rising customer frustration with the existing setup. She walked into the CEO’s office armed with her project plan and opened up with a compelling stat: “66% of customers are willing to pay more for a better experience.” She started making her case: streamlined pickup, reduced wait time, and enhanced loyalty. ...

CXPA Need to Know for the Week of June 2

By Joy Wedge posted 05-30-2025
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Strengthen Your CX Business Case - With Help From Global CX Pros Want to make a stronger business case for further CX investment? The CXPA Proven Business Impact (PBI) Case Study Program offers a unique opportunity to have your initiative reviewed by an international panel of experienced CX professionals. Their feedback can help you sharpen your story, quantify your impact, and showcase how customer experience drives real business results. Practitioners, consultants, and technology providers are encouraged to submit case studies year-round. All submissions that meet the PBI standard are recognized as examples of credible, outcome-based ...