Alert: Meet the 2025 CXPA Board Slate here. Voting is now open for CXPA Members.
On CX Day , CXPA celebrated the winners of its 2021 Impact Award as determined by a panel of global volunteer judges. Winners were announced in three categories--Impact on CX in an Organization, Impact on the CX Profession, and Impact on Diversity, Equity, & Inclusion Outcomes related...
What's new in the exam for Certified Customer Experience Professional (CCXP)? Here are my personal thoughts about it, after reworking my prep course for much of this past year. The most obvious shift is the new Culture & Accountability category, which combines the former two...
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If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets. Perhaps you’ve got a niche in a particular type of widget or a certain feature. Likewise, if you’re a service provider and you have perfected a certain sort of experience in...
Each year on the first Tuesday in October, the worldwide Customer Experience community takes time to celebrate the importance of customers, customer experience, and customer experience professionals. Everyone is welcome to participate, and the Customer Experience Professionals Association (CXPA)...
Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who,...
This post was published here first for the benefit of CXPA members but will also appear on 360 Magazine . Most earnings calls are opportunities for investors to vent their frustrations, for financial analysts to ask tough questions and for CEOs and CFOs to explain themselves. In Facebook’s...
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20...
Catherine Gauthier, CCXP , has always had a line on what makes call center workers click, and her penchant for innovation and listening to the customer voice has led her to adapt to ever-changing customer experiences and expectations quickly. Now the leader of customer experience (CX) at...
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