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.

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Why EMEA is a fertile ground for CX innovation

By Andrea van Bloois-Romero posted 2 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 2 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, ...

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

By Marineuza Dias posted 2 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 16th

By Joy Wedge posted 6 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 8 days ago
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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 13 days ago
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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 13 days ago
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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 13 days ago
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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 15 days ago
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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 16 days ago
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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 20 days ago
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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 ...

CXPA Need to Know for the Week of May 26th

By Joy Wedge posted 27 days ago
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CXPA Offices Closed for Memorial Day CXPA offices will close on Friday, May 23, 2025 at 2pm ET and reopen on Tuesday, May 27, 2025 in observance of Memorial Day. Proven Business Impact Program Share your CX story. Show your business impact. Earn global recognition. Has your organization’s CX efforts fueled positive business outcomes? If so, CXPA invites you to submit a case study to our Proven Business Impact program. This no-cost program provides independent, external validation that your CX strategy has delivered measurable value—such as improved customer retention, operational efficiency, or ...

CXPA Need to Know for the Week of May 19th

By Joy Wedge posted 05-16-2025
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Proven Business Impact Program Share your CX story. Show your business impact. Earn global recognition. Has your organization’s CX efforts fueled positive business outcomes? If so, CXPA invites you to submit a case study to our Proven Business Impact program. This no-cost program provides independent, external validation that your CX strategy has delivered measurable value—such as improved customer retention, operational efficiency, or revenue growth. Submissions are reviewed by an independent panel of CXPA members under a signed confidentiality agreement to ensure privacy and protection of proprietary information. And submissions ...

Is Your CX Truly Customer-centric If It’s not Accessible?

By Melitta Hari, CCXP posted 05-16-2025
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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 Global Accesibility Awareness Day. Every day, millions of people try to navigate websites, apps, or digital services. For many of us, it’s second nature: we search, click, and browse without thinking twice. But for others, the experience isn’t just frustrating; it can be impossible. On ...

Future Proofing Your CX Career

By Brad Smith, CCXP posted 05-14-2025
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I wanted to touch on a subject that has come up repeatedly over the past couple of months: “ Where is my CX career going? How can I grow it, protect it, and thrive in these disruptive times? ” I grew up in Customer Service, and my first experience with Customer Experience (CX) was in 2006, when I joined a cross-organizational program led by Aisling Hassell, the CCO of Symantec. After that, I was hooked. I’ve been active with the CXPA since its founding when I was the VP of CX for Yahoo. I’ve served as a corporate sponsor, won a CXPA Innovation Award when I was the EVP of CX for Sage Software in 2013, chaired multiple committees, served on the board of directors, ...

From Culture to Customer: Unlocking the Power of Employee Experience

By Larry Leung posted 05-13-2025
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Employee experience (EX) emerged as a central theme in the recent CXPA Toronto webinar, underscoring its direct and measurable impact on customer experience (CX) and organizational success. Canadian leaders from Experience Advisors and Wave Financial shared practical strategies and case studies, emphasizing that a thriving corporate culture is not accidental but constructed through intentional design, purposeful engagement, and a focus on people-first values. A key insight was the significance of aligning EX and CX strategies. Organizations that harmonize their internal processes, leadership frameworks, and technology investments create a seamless ...

Introducing the CXPA CX Knowledge Copilot: AI-Powered Support for CX Professionals

By CXPA Admin posted 05-09-2025
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CXPA is thrilled to highlight our launch of the CXPA CX Knowledge Copilot, CXPA's very first LLM chatbot, designed to provide our members with accurate answers drawn directly from our trusted CXPA publication knowledge base! This initiative marks a significant step forward in enhancing member access to information. This achievement was made possible by an incredible group of dedicated volunteers leveraging cutting-edge technology, including Google Gemini model, Google Cloud, Gemini API, and a Retrieval-Augmented Generation (RAG) architecture integrated with CXPA proprietary resources. The journey began with a simple but powerful idea from ...

How many responses do you need for your survey results to be meaningful?

By Rachel Cope, CCXP posted 05-09-2025
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Note from the Editor: As CX professionals, we’re tasked with demonstrating the impact of our work through metrics that matter to the business. That starts with having confidence in the data we’re using to make decisions. In this article, Rachel Cope, CCXP, who brings deep expertise from the market research world, walks us through concepts like sample size, significance testing, and margin of error. While the focus is on survey design, the implications are far-reaching: better survey practices lead to better insights, which in turn drive smarter business decisions that enable us and our colleagues to improve retention, refine products, and identify growth opportunities. ...

CXPA Need to Know for the Week of May 12th

By Joy Wedge posted 05-09-2025
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2025 CX Leaders Advance Recap Thank you to all our amazing attendees and speakers for making the 2025 CX Leaders Advance conference a huge success! Here are a few highlights: 148 attendees from 110 organizations across the U.S. and beyond 40 speakers delivering 31 sessions across 7 tracks 92,272 sponsor impressions and enthusiastic participation from 11 valued partners 91% of attendees said the event met or exceeded expectations 85% loved the Whova platform, with many using it to connect, share resources, and create meetups We can't wait to see you all again next year! Save the date for CX Leaders Advance ...

Turning Awareness into Action: Why Mental Health Must Be a Daily Consideration for CX Professionals

By Joan Ntabadde Kyeyune posted 05-08-2025
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By Mandi Hanson, CCXP and Joan Ntabadde Kyeyune 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 Mental Health Awareness Month . Mental Health Awareness Month is recognized globally. In the U.S., Mental Health America (MHA) observes each May, with the 2025 theme “Turning Awareness into Action.” The Canadian Mental Health Association (CMHA) joins with nationwide campaigns. ...