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Next Generation Perspectives on CX, Diversity and Inclusion

This week two important recognitions are on my mind: Lesbian, Gay, Bisexual, Transgender, and Queer (LGBTQ) Pride Month and Father’s Day. Being a father helps me be a better person and leader by giving me access to two wonderful daughters who share with me how they see the world. In addition...

Mr. Greg Melia,CAE's profile image

Blog Entry
1 Year Later--CXPA Members and Staff Check in on their Diversity, Equity, and Inclusion Journey Progress

During Spring 2020, the killings of Ahmaud Arbery, Breonna Taylor, and George Floyd sparked a wave of civil unrest in the United States and abroad. Like others, CXPA members and the CXPA have undertaken personal and organizational diversity, equity, and inclusion journeys. In this session, we...

Angeleen Rohda,CCXP's profile image

Blog Entry
Congratulations & Thanks to These CX Leaders

Noted management thought leader Jim Collins asserted in Good to Great that the first step to achieving greatness is to “ get the right people on the bus ” – people committed and aligned to achieving excellence together. We are thankful and proud to share the most recent additions to CXPA...

Mr. Greg Melia,CAE's profile image

Blog Entry
Diversity and Inclusion: Our work continues

Diversity and inclusion have always been core to CXPA. These commitments have taken prominence this past year as CXPA members have asked that we take greater action. We are proud, as Diversity Advancement Committee Chair, CXPA Chair, and CEO, to share what is being done to demonstrate a culture...

Mr. Greg Melia,CAE's profile image


Blog Entry
Inclusive CX: Connect Direct Improves CX for Deaf Customers

For the more than two million deaf individuals living in the United States alone, a great customer experience is hard to come by. As VP of Strategy and Development for Communication Service for the Deaf (CSD) and its Connect Direct business line, Craig Radford aims to change that, one...

Gabe Smith,CCXP's profile image

Blog Entry
“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