Our History

We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards.

Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.

The CXPA supports the professional development of its members and advances the field by providing shared best practices and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience.

People sitting around a table

The CX Industry had reached the point where it required a unified, informed, collective voice to guide its evolution. 

Over the past several years, the field of customer experience management has matured. More and more companies recognize the importance of customer experience as a key ingredient in building and maintaining customer loyalty. A growing number of professionals have responsibility for assessing and improving customer experience in channels (e.g., web, call center, brick-and-mortar store, mobile commerce, etc.), with products, and across entire organizations. Best practices for processes, tools, and techniques are emerging across many customer experience management disciplines. In short, customer experience management has become an established profession.

 As a non-profit, the CXPA wants to help customer experience professionals make customer experience management an integral part of how their companies operate, and to enable them to embed its skill set across their organizations. Our goal is to break down the work, create standards and best practice approaches, and transfer those skills across the CXPA network.

CXPA Founders

Bruce Temkin

Bruce Temkin, CCXP

Founder & Emeritus Director
Meet Bruce

Jeanne Bliss

Jeanne Bliss, CCXP

Founder & Emeritus Director
Meet Jeanne

Emeritus Directors

Parish Arturi

Parrish Arturi

Emeritus Director

Karyn Furstman

Karyn Furstman, CCXP

Emeritus Director

Diane M. Magers

Diane M. Magers, CCXP

Emeritus Director
Meet Diane

Desirree Madison-Biggs

Desirree Madison-Biggs, CCXP

Emeritus Director
Meet Desirree

Founding Corporate Members

About Face LogoAdobe LogoAkamai LogoAPAC Customer Services Inc. LogoBCLC LogoBeyond Feedback LogoBeyond the Arc LogoBrand Trust LogoCardinal Health LogoCFI Group LogoClarabridge LogoClear Action Logo - Optimize Customer ExperienceConfirmIt LogoCorsential LogoCOX LogoCross Country Home Services Logo - A member of the Cross Country GroupCustomer Relationship Metrics LogoEMC-Logo.pngFidelity Investments LogoGuard Dog LogoIpsos Loyalty Logo - the Customer and Employee Research Specialistsleventergroup-logo.jpgMaritz CX LogoMarket Tools LogoMedallia LogoMicrosoft LogoMindshare LogoPeople Metrics LogoResponseTek Logo - Listen first. Act fast.Safeco Insurance Logo - A Liberty Mutual CompanyTemkin_Logo.jpgThe Service Profit Chain InstituteVerint LogoWalker Information Logo