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“Inspiring Racial Equity” Event Organizers Win CXPA’s Extra Mile Award

The murder of George Floyd, and the subsequent protests in the United States and globally, caused individuals and businesses to reflect on their own role in effecting positive racial and social change. But for a group of CXPA members in Boston and Atlanta, reflection wasn’t enough—it was...

Gabe Smith,CCXP's profile image

Blog Entry
Inspiring Racial Equity: CXPA Networks Explore How CX Professionals Can Drive Change

"The Civil Rights movement was filled with people who were not only trying to argue for their personhood, but arguing for their personhood through their status of being a customer." Those words from Professor Gary David , the moderator of a recent live collaboration between the CXPA...

Gabe Smith,CCXP's profile image

Blog Entry
By Member, For Member: We Need Volunteers!

One of the themes that emerged from our recent listening is the strong interest of CXPA members in opportunities to help CXPA do more, faster, with a greater number of voices included. Today we are announcing the availability of three new committee service opportunities: Diversity...

Mr. Greg Melia,CAE's profile image

Blog Entry
More than Able: How Pearl Interactive Network Taps Traditionally Underemployed Workers to Drive Its Contact Center Business Growth

July 26, 2020 marked the 30 th anniversary of the Americans With Disabilities Act. While the ADA and related legislation have contributed to significant progress in access and inclusion, job seekers with disabilities are still twice as likely to be unemployed. Research by the Society for Human...

Gabe Smith,CCXP's profile image

Blog Entry
Our Continued Diversity and Inclusion Journey: Latest Actions

Martin Luther King, Jr. once said, “Change does not roll in on the wheels of inevitability but comes through continuous struggle.” Diversity and inclusion (D&I) are a top priority for CXPA, and we hear that we can do better. We are thankful for the CXPA members who have shared feedback,...

Mr. Greg Melia,CAE's profile image

Blog Entry
Former NFL Coach Daron Roberts Shares the Playbook for Developing Empathetic Leaders

Daron Roberts has a mantra that he preaches to his organizational clients and his social media followers: “Stay in the deep end.” The connotation is simple—life’s deep end can be scary, but that’s where growth and change happens. But, as Daron knows, simple to understand does not equal...

Gabe Smith,CCXP's profile image

Blog Entry
The Customer Experience of Civil Rights

As a child of the 60’s, my childhood was shaped by three national phenomena: the fascination of NASA and its televised liftoffs and landings, the charisma of the Kennedy’s, and the seismic cultural shift of the Civil Rights movement. I’d visited NASA and JFK’s gravesite. A recent trip to Alabama...

Patrick Dawson's profile image