CXPA Member Blog

My CX Leaders Advance Road Trip Playlist

By Gabe Smith, CCXP posted 3 days ago

Be the first person to recommend this.

Sometime on the morning of Sunday, April 27 th , my Chrysler Pacifica dad-mobile will roll out of my driveway in Akron, Ohio, and I’ll be bound for Indianapolis, the site of CX Leaders Advance, April 28 th -30 th . I’ve always loved a good Midwest road trip and prefer it to flying if the timing works out. And our conference’s relative proximity to my home—a few hundred miles from point to point--offers the perfect chance for it. And what’s a road trip without a good playlist? I wanted to share a few songs I’ll be rocking out to as I head west on I-70: Around the World—Daft Punk This song just puts me in a good mood, and ready to spend time ...

Can We Blindly Trust Artificial Intelligence When Ethics or Limits Are at Stake?

By Mr. Hector Premuda, CCXP posted 7 days ago

Be the first person to recommend this.

In recent years, artificial intelligence has made remarkable strides. What used to be a tool limited to repetitive or highly structured tasks is now capable of making complex decisions, interacting naturally with humans, and even acting as autonomous agents in dynamic environments. But with this rapid development comes an increasingly urgent question: Can we blindly trust AI when the context demands ethics or boundaries? 🧠 What exactly happened? A recent study has placed this question at the center of the debate. AI models like ChatGPT-o1 and DeepSeek-R1 were challenged to play against the well-known chess engine Stockfish , one of the most ...

CXPA Need to Know for the Week of March 24

By Joy Wedge posted 7 days ago

Be the first person to recommend this.

CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th here . Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA ...

Announcing the 2025 CXPA Middle East Council!

By CXPA Admin posted 7 days ago

Be the first person to recommend this.

e’re thrilled to introduce the CXPA Middle East Council, a dedicated group of CX leaders working to strengthen CXPA’s presence, foster collaboration, and support the growth of the CX profession across the region. Led by Council Chairs Natalia Jaramillo and Ahmad Samir , the council also includes: Abdalla E. , Ahmed El Badawi, CCXP, CX Management , Ankesh Agarwal, CCXP , Ashish Kumar , Balakrishna Murthy, CCXP , Hazem El Zayat, CCXP , Husam Erekat ,CCXP,MBA , Hussein M. Dajani - CCXP , Jihane Srour - Tehini, CCXP , Marc Karschies (CCXP/CXPA RTP) , Maya Khalife , Olga Tsygankova , Shorouk ...

Ramadan and CX: Building Emotional Connections and Lasting Customer Loyalty

By Massogbe Hadja Cherif, CCXP (She/Her) posted 7 days ago

Be the first person to recommend this.

Ramadan is the ninth month of the Islamic calendar and is considered one of the holiest months of the year for Muslims. This year, Muslims will observe Ramadan from February 28* to March 30*. The holy month of Ramadan is a special time for two billion Muslims around the world to connect with their faith, their communities and spend time with loved ones. During this sacred time, they strictly fast from dawn until sunset, refraining from both food and drink. But Ramadan is more than a month of fasting, it is a period of increased consumer activity and changed consumer behaviour. And for businesses, it’s an opportunity to strengthen customer relationships and ...

CXPA Need to Know for the Week of March 17

By Joy Wedge posted 14 days ago

Be the first person to recommend this.

Join us at CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th. Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX ...

Announcing the 2025 CXPA Canada Council

By Gabe Smith, CCXP posted 15 days ago

Be the first person to recommend this.

We are excited to announce the 2025 CXPA Canada Regional Council —a dynamic group of CX leaders dedicated to strengthening the customer experience profession across Canada. Their insights, leadership, and commitment to advancing CX will help drive meaningful impact within the Canadian CX community. A heartfelt thank you to our council members for stepping up to support and elevate CX in Canada. We look forward to the contributions they will make in 2025 and beyond. Chair: Larry Leung Co-Chair: Jhumur Choudhury, CCXP Council Members: Alisa Cooper , Chancy Chen , Chris Preston, CCXP , Denise Foxall, CCXP , Eldon Phukuile , Firas Mahasen, ...

CXPA Need to Know for the Week of March 10

By Joy Wedge posted 20 days ago

Be the first person to recommend this.

Join us at CX Leaders Advance April 28th-30th in Indianapolis Get ready to reconnect, reengage, and refuel at CX Leaders Advance —the premier conference designed for CX professionals like you! Explore insightful sessions, gain actionable strategies, and connect with industry leaders who are shaping the future of customer experience. Explore the agenda to see the dynamic sessions waiting for you in Indianapolis, Indiana, April 28 - 30. Book your room at the Hilton with the special event rate before the deadline of April 4th. Register today! Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX Knowledge ...

Celebrating International Women’s Day 2025 and our Women Leaders

By Sue Duris, CCXP posted 21 days ago

1 person recommends this.

International Women’s Day (IWD) has been around since 1911 and is a global day celebrating the social, economic, cultural, and political achievements of women. Celebrated every March 8, this day marks a call to action for accelerating gender parity. There's urgent work to do - and we can all play a part. It’s a day for all who care about women’s equality, raising awareness about bias and discrimination, and celebrating women. IWD has a strong history of visible collective action across the globe. IWD aims to forge inclusive work cultures where women’s careers thrive, and their achievements are celebrated. It helps to raise awareness ...

Indianapolis Races Toward CX Excellence: Your CX Leaders Advance Guide to Our City

By Stephanie Linville, CCXP posted 22 days ago

Be the first person to recommend this.

When it comes to creating unforgettable experiences, few cities do it better than Indianapolis. As CX professionals, we know that every detail matters for our customers, and Indy has perfected the art of delivering world-class events, attractions, and hospitality. That’s why we’re thrilled to welcome you to the CXPA 2025 CX Leaders Advance in a city that knows how to put on a show! 🏆 A Proven Track Record of Hosting Spectacular Events Indianapolis has hosted some of the most high-profile events in the world, seamlessly blending excitement, organization, and unforgettable moments: 🏁 The Indy 500 – The largest single-day sporting event in ...

Master Your First Three Years as a CX Leader with Tabitha Dunn, CCXP, at CX Leaders Advance

By Mr. Greg Melia, CAE posted 23 days ago

Be the first person to recommend this.

Starting and scaling a CX program is a multi-year journey that requires strategic planning, organizational alignment, and a clear roadmap for long-term impact. As a CX leader, the first three years of your assignment are critical to setting the foundation, gaining traction, and ultimately delivering measurable business results. At CX Leaders Advance , we’re bringing you a learning experience designed to set you up for success: The Growing Your CX Leadership Series, led by Tabitha Dunn, CCXP —a globally recognized CX executive who has built seven CX programs at leading multinational organizations. Your Roadmap to CX Leadership Success In this ...

Why “Customer Experience Professionals Association”?

By Mr. Greg Melia, CAE posted 23 days ago

Be the first person to recommend this.

As the world prepares to celebrate Words Matter Week , I have been reflecting on the meaning of “Customer Experience Professionals Association.” Why were these words chosen to name CXPA , and why do they remain crucial amidst the landscape of various terms used by vendors, consultants, and other organizations in the experience field? Customer — Foremost in our mission is advocacy that organizations can achieve business growth by working to understand customer needs and intentionally designing sustainable practices that are good for the customer, employees, and the organization. Whether the customer context is patient, citizen, franchise, subscriber, ...

CXPA Need to Know for the Week of March 3

By Danielle Klobe posted 25 days ago

Be the first person to recommend this.

Join us at CX Leaders Advance April 26th-28th in Indianapolis Join us at CX Leaders Advance for the Growing Your CX Leadership Series , led by Tabitha Dunn, CCXP. With a proven track record of building and scaling seven customer experience practices, Tabitha will share her expertise in driving transformation, aligning customer needs with business growth, and modernizing CX strategies. This three-part session series is designed to guide CX leaders through the critical stages of CX maturity: Launching CX – Year One: Develop your strategic plan, build a coalition, and secure buy-in. Building CX Momentum – Year Two: Gain traction, increase visibility, ...

Introducing CXPA's 2025 Europe Regional Leadership Council

By Gabe Smith, CCXP posted 29 days ago

Be the first person to recommend this.

Announcing the 2025 CXPA Europe Regional Council! We are thrilled to introduce the CXPA Europe 2025 Regional Council—a dedicated team of customer experience leaders committed to advancing CX excellence across the region. Their expertise, passion, and commitment to advancing the profession will strengthen CXPA’s presence and impact throughout the region A huge thank you to our incredible council members for their leadership and passion. We look forward to the impact they will make in 2025 and beyond. Chair: Dr. Ana Iorga Co-Chair: Alex Reis, CCXP Council Members: Andrea van Bloois-Romero CXAC (Cert) Ayman van Bregt Betül Yılmaz, ...

The Theory of Cognitive Dissonance in CX: A Path to Customer Loyalty

By Mr. Hector Premuda, CCXP posted 29 days ago

1 person recommends this.

The Theory of Cognitive Dissonance in CX: A Path to Customer Loyalty Héctor Premuda, CCXP Senior Advisor & Consultant / Expert in Artificial Intelligence Applied to Business (MIT: Implications for Business Strategy) 📚 In 1957, social psychologist Leon Festinger introduced the Theory of Cognitive Dissonance , explaining how humans strive to maintain consistency between their thoughts, emotions, and behaviors. In the field of Customer Experience (CX) , this theory is crucial for understanding why customers may feel frustrated or dissatisfied when their expectations do not match the experience they receive. Let's explore how this theory can ...

CXPA Need to Know for the Week of February 24

By Danielle Klobe posted 02-23-2025

1 person recommends this.

Kaizen Consulting Group is the newest CXPA RTP Exciting news! Kaizen Consulting Group, leading Saudi consultancy specializing in CX, has become a CXPA Recognized Training Provider (RTP)-joining a select group of organizations committed to delivering high-quality CX training. CXPA RTPs undergo independent review to ensure their training aligns with CXPA's Customer Experience framework, the foundation of the Certified Customer Experience professional (CCXP) credential. Kaizen Consulting Group partners with clients across governmental and private sectors to drive impactful and lasting results. Learn more about them here: https://kaizen.sa/ ...

Top 10 Unique Experiences You Can Have in Indianapolis During CXPA’s CX Leaders Advance 2025

By Stephanie Linville, CCXP posted 02-18-2025

Be the first person to recommend this.

Indy is full of surprises—come ready to explore! In honor of Hoosier-native David Letterman, who made the Top Ten List a legendary late-night staple, we’re bringing his signature humor and flair to our countdown as we gear up for the 2025 CX Leaders Advance Conference in Indianapolis. Indy isn’t just a popular conference destination. It’s a city where history, sports, culture, and adventure come together to create memorable moments. Here are 10 unique experiences you can have in Indy that will make your trip unforgettable: 1. Walk Through a City That Was Designed for You Most cities evolve organically over time, but Indianapolis ...

The Financial Implications of AI in Retail and Its Effect on Customer Satisfaction

By Sahil Shetty posted 02-16-2025

Be the first person to recommend this.

Introduction Artificial Intelligence (AI) is reshaping the retail landscape by streamlining operations, enhancing customer interactions, and tailoring shopping experiences. Despite its transformative potential, implementing AI involves substantial financial commitments, including upfront investments, recurring expenses, and hidden costs. These expenses can strain retailers' budgets, but their impact on customer satisfaction is equally significant. This paper examines the diverse costs of adopting AI in retail, explores how these costs shape customer experiences, and offers strategies for optimizing value. By leveraging recent studies, we aim to provide ...

CXPA Need to Know for the Week of February 17

By Danielle Klobe posted 02-16-2025

Be the first person to recommend this.

CXPA Offices will be closed Monday, February 17th in honor of President's Day Introducing the CXPA CX Knowledge Copilot Meet the CXPA CX Knowledge Copilot —an AI-powered assistant trained exclusively on CXPA publications to help members quickly find insights, best practices, and resources. Created by a CXPA member and a team of volunteers, this tool is designed to support your CX journey with trusted, community-driven knowledge. Learn more 2025 CX Leaders Advance New sessions have been added to CX Leaders Advance . This exclusive program offers expert-led sessions designed to help ...

Three CX Leaders Advance Sessions to Help You Drive Business Impact

By CXPA Admin posted 02-14-2025

Be the first person to recommend this.

CX professionals must deliver exceptional experiences while proving measurable business value. CX Leaders Advance offers sessions to help you achieve real results. Here’s a look at three of them: Building, Measuring, and Impacts of ROI in Experience Management Speakers: Greg Tucker, CCXP (Tucker & Company) and Diane Magers, CCXP (Experience Catalysts) Proving CX ROI is crucial for securing executive buy-in and sustained investment. This session will provide a framework to align experience initiatives with leadership priorities and measurable business outcomes. You’ll learn how to: Define and articulate the ...