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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The Future of Work: Why Employee Engagement is Key to Harnessing the Power of AI

By Mrs. Camille Trim-Dingwell, CCXP posted 15 hours ago
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As AI transforms industries, organizations must remember that their people are the key to leveraging technology effectively. While AI can automate tasks and provide valuable insights, it’s human creativity, empathy, and emotional intelligence that drive meaningful outcomes. Employee engagement plays a critical role in harnessing the full potential of AI, as engaged employees are more innovative, motivated, and adaptable in a technology-driven world. AI is not here to replace jobs, but to amplify human potential. By automating repetitive tasks, AI frees employees to focus on more strategic, creative, and impactful work. When employees are empowered with AI ...

The Impact of a TikTok Ban on Amazon's Customer Experience and E-Commerce Landscape: Opportunities and Challenges

By Sahil Shetty posted 23 hours ago
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Abstract TikTok has rapidly transformed the global e-commerce landscape through its powerful integration of social media and commerce, particularly via its TikTok Shop feature. With a growing focus on direct-to-consumer sales via viral content, TikTok has become a crucial marketing platform for small and medium-sized businesses (SMBs) and large brands alike. However, amid rising concerns over data privacy and security, TikTok faces the real possibility of being banned in major markets like the U.S. and the European Union. This paper investigates the potential effects of such a ban on Amazon’s customer experience, its advertising ecosystem, and its marketplace. ...

TikTok’s Impact on Small Business Success and Customer Engagement in the U.S.

By Sahil Shetty posted 2 days ago
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In the world of social media, it feels like there’s always a new platform on the rise, but few have made an impact as quickly as TikTok. What started as a space for viral dances and funny videos has quickly become a crucial marketing tool for businesses, especially small ones. TikTok isn’t just a way to reach younger audiences—it’s revolutionizing the way brands interact with their customers. This article takes a closer look at how TikTok is shaping the customer experience for small businesses in the U.S. and why it’s quickly becoming a must-have in their marketing toolkits. Why TikTok Is a Game-Changer for Small Businesses TikTok’s growth over the ...

How we are working toward CXPA’s 2032 Goals

By Roxie Strohmenger, CCXP posted 3 days ago
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The Global Leadership Summit and follow-on work of the CXPA Board of Directors have established clear desired outcomes and strategies for CXPA. Work guided by these strategies began immediately and will continue in 2025 and beyond. We recently shared a high-level update on progress with the broader CX Community , and want to share further insight on the steps to achieve these desired outcomes with you, the CXPA community. This work reflects our commitment to securing the future of the customer experience profession. Our success depends on the willingness of the CX community to come together and make these plans a reality. If you are interested in ...

Loss Aversion: The Key to Designing Memorable Customer Experiences

By Mr. Hector Premuda, CCXP posted 4 days ago
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In 1979, Daniel Kahneman and Amos Tversky revolutionized economic psychology with the concept of Loss Aversion. According to their findings, people value avoiding a loss more than gaining an equivalent benefit. Simply put: losing €100 hurts more than the joy of gaining €100. This idea is part of Prospect Theory, which examines how we make decisions under risk and how emotions influence our perception of value. Why is this concept so relevant to Customer Experience (CX)? Because in every interaction, customers evaluate experiences not only by what they gain but also by what they avoid losing: time, effort, peace of mind, among others. Reducing friction ...

CXPA Need to Know for the Week of January 13

By Jennifer Baker posted 5 days ago
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2025 Call for Faculty Are you an expert, thought leader, or seasoned practitioner eager to share your knowledge and insights with a global audience? The 2025 CX Leaders Advance Conference invites passionate speakers and facilitators to apply to become part of our distinguished faculty. This is an opportunity to present your ideas, case studies, and innovative strategies to a diverse and engaged audience. Don’t miss this opportunity to share your expertise and contribute to the evolution of CX. Whether you’re a seasoned presenter or a fresh voice with a compelling story to tell, we’d love to hear from you! Learn more ...

In a New Year, Don't Lose the Customer for the CX

By Amanda Hanson, CCXP posted 11 days ago
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The beginning of the year is a great time to sit and reflect, and in my first attempt at a CXPA blog contribution, I'd like to call on all of us as a community to do so. One thing I've noticed lately is that there is a lot of content out there about the ins and outs of building a formal CX program. What's the most important first step? The most frequent suggestions seem to be creating a journey map, or doing a CX maturity evaluation. These are great steps as are many others, but I'd argue they're not the most important first step at all, and maybe the path to build a formal program is the wrong first focus entirely. Are we losing the forest for the trees, or ...

Building Better B2B CX: How to Engage, Retain, and Grow Business Customers

By Andy McCutcheon, CCXP posted 20 days ago
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For my entire career, I’ve worked in B2B organisations, which adds an extra layer of complexity to creating a great customer experience (CX). Here’s why, along with potential ways to solve these challenges: CX in B2B is Always Human-Centred While your customer might be a business, the business itself has no feelings or expectations—it operates on metrics like time and cost. Human emotions and decisions drive customer experience, meaning you’re always interacting with the PEOPLE within your business customer. The Challenge of B2B Complexity CX theory is often rooted in B2C scenarios, where the business ...

CXPA Sponsors: Partners in Supporting Your Success

By Gabe Smith, CCXP posted 29 days ago
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CXPA wouldn’t be what it is today without the active and generous support of CXPA Sponsors. These organizations support CXPA in myriad ways – just as they are available to help support your organization in achieving your CX and business goals. Here are some of the ways our sponsors help our community: · Thought leadership – sponsors have unique insight that comes from their work across multiple organizations. They add value to CXPA discussions, webinars, volunteer groups, and live events by being active participants or content leaders. · Research and Insights – sponsors conduct and collaborate on research that helps provide ...

Four Years of Progress: CXPA's Diversity Advancement Committee

By Emily Vernon, CCXP (she/her) posted 29 days ago
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As 2024 ends, I’m amazed by how much the Diversity Advancement Committee has grown and evolved since its founding in 2020. Over the past four years, I’ve had the privilege of watching this committee transform in remarkable ways, working continuously to foster a culture of inclusivity and belonging within CXPA and the broader customer experience community. Progress often feels incremental—small steps that may not seem significant now. But when we take a step back, the collective achievements tell a powerful story. Our committee members dedicate time from their busy work and personal lives to contribute to a more inclusive CXPA community. Their commitment is ...

Reflections on My Term as Chair of the CCXP Advisory Committee

By Benjamin Easaw, CCXP posted 29 days ago
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As I conclude my term as Chair of the CCXP Advisory Committee, I want to take this opportunity to express my heartfelt gratitude to each of you - the dedicated members of the Committee, the CXPA Global Board, and the extended CXPA community. It has been an honor to serve alongside such passionate professionals who share a common vision for advancing customer experience as a discipline. Together, we’ve worked to elevate the CCXP program, ensuring its value and relevance for our thriving community of CX professionals. This year has been a significant one for the CCXP program. Together, we successfully implemented the CCXP recertification timeframe ...

CXPA Need to Know for the Week of December 23

By Joy Wedge posted 29 days ago
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CXPA Holiday Office Closing In observance for the holidays CXPA offices will close Monday, December 23 at 2pm ET through December 26. CXPA staff will have limited availability through the end of the year. 2025 Call for Faculty Are you an expert, thought leader, or seasoned practitioner eager to share your knowledge and insights with a global audience? The 2025 CX Leaders Advance Conference invites passionate speakers and facilitators to apply to become part of our distinguished faculty. This is an opportunity to present your ideas, case studies, and innovative strategies to a diverse and engaged audience. ...

How CXPA is Shaping the Future of CX

By Sahil Shetty posted 12-15-2024
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Abstract Customer experience (CX) is no longer just a buzzword—it’s at the core of how businesses grow and succeed. As more companies realize the power of CX, there’s an increasing need for professionals who know how to deliver exceptional experiences at every touchpoint. This is where the Customer Experience Professionals Association (CXPA) comes in. Since its founding in 2011, CXPA has been helping companies build better customer experiences by offering certifications, research, community, and advocacy. This paper explores how CXPA is pushing the CX field forward, helping professionals sharpen their skills, and providing businesses with the tools they ...

The CX Pro's Role in Maximizing Customer Value: 5 Key Takeaways

By CXPA Admin posted 12-12-2024
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On our recent Live with CXPA session, we delved into "The CX Pro's Role in Maximizing Customer V alue," exploring how CX professionals can make an impact across the customer lifecycle—from acquisition to retention to winback. Featuring insights from Maya Khalife, CCXP , Principal at INDEVCO Consultancy, and Greg Tucker, CCXP , CEO of Tucker & Company, this conversation offered strategies for CX leaders to expand their influence and demonstrate business value. Here are the key takeaways from the discussion: 1. Breaking Down Silos is Key to Broadening Influence Maya Khalife emphasized the need for CX professionals to bridge gaps across ...

Customer Experience: A Unifying Force in the Season of Diverse Celebrations

By Stacy Sherman posted 12-12-2024
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The holiday season is more than a collection of dates on a calendar—it’s a time when traditions, cultures, and communities come alive in unique and meaningful ways. As customer experience (CX) leaders, we have a special role to play in these celebrations: creating bridges that connect people through empathy, respect, and shared humanity. To explore how CX can serve as this unifying force, I contacted some of the most thoughtful voices in the CXPA community. These leaders share how CX can transcend differences, foster inclusion, and bring people together, even in a world that sometimes feels fragmented. Along with their insights, I’ve added my own reflections ...

CXPA Need to Know for the Week of December 16

By Joy Wedge posted 12-12-2024
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2025 Call for Faculty Are you an expert, thought leader, or seasoned practitioner eager to share your knowledge and insights with a global audience? The 2025 CX Leaders Advance Conference invites passionate speakers and facilitators to apply to become part of our distinguished faculty. This is an opportunity to present your ideas, case studies, and innovative strategies to a diverse and engaged audience. Don’t miss this opportunity to share your expertise and contribute to the evolution of CX. Whether you’re a seasoned presenter or a fresh voice with a compelling story to tell, we’d love to hear from you! Learn more ...

Medallia and Business Intelligence Are Revolutionizing Customer Experience

By Sahil Shetty posted 12-07-2024
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Abstract: In today’s fast-paced world, customers don’t just expect businesses to meet their needs—they want them to anticipate them. Medallia, a powerful platform for capturing customer feedback in real-time, gives companies an invaluable window into what their customers are thinking. But the real magic happens when that feedback is combined with business intelligence (BI) tools like Tableau, Power BI, or Qlik. These tools help companies turn raw data into meaningful insights, enabling them to make smarter decisions, spot emerging trends, and respond quickly to customer concerns. When Medallia and BI come together, they transform how businesses understand ...

How NICE Systems is Shaping the Future of Business Intelligence: Opportunities, Challenges, and Insights

By Sahil Shetty posted 12-07-2024
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Abstract Business Intelligence (BI) has come a long way from just generating reports and tracking basic metrics. With the rise of Artificial Intelligence (AI) , Machine Learning (ML) , and real-time analytics , companies can now tap into data to make quicker, smarter decisions and stay ahead of the competition. NICE Systems , a leader in this space, has developed innovative tools that help businesses enhance everything from customer service to operational efficiency . This paper explores how NICE’s BI solutions are reshaping industries, with practical, real-world examples. It also delves into the challenges organizations face when implementing these ...

Meet the 2025 CXPA Board of Directors Slate

By CXPA Admin posted 12-05-2024
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After an extensive review of all applications, the Nominating Committee has selected the candidates below for nomination as a slate to help CXPA achieve its multi-year objectives. Learn more about these nominees and their vision for the future of CXPA, and learn more about the nomination process here . Cast your vote here by December 13th at 9 PM Eastern. Treasurer Nominee (Automatically progresses to Vice Chair, Chair and Immediate Past Chair) Benjamin Easaw, CCXP , Managing Director, Digital Experience Design, Cetera Financial Group (United States) With over 20 years of CX leadership, Benjamin has brought significant impact ...

CXPA Need to Know for the Week of December 9th

By Joy Wedge posted 12-05-2024
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Voting Open: Meet the 2025 CXPA Board Slate After substantial consideration of highly qualified applicants the new slate of nominees is open for voting. Voting on the 2025 Board of Directors Slate remains open through end of day December 13. Your vote serves as an important piece of feedback on CXPA's strategic direction. CXPA members are encouraged to cast your vote today using the link provided. You can learn more about these candidates, those continuing service on the 2025 CXPA Board, the Nominating Committee and its work here . Vote today here 2025 CX Leaders Advance ...