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As 2024 ends, I’m amazed by how much the Diversity Advancement Committee has grown and evolved since its founding in 2020. Over the past four years, I’ve had the privilege of watching this committee transform in remarkable ways, working continuously to foster a culture of inclusivity and...
As I conclude my term as Chair of the CCXP Advisory Committee, I want to take this opportunity to express my heartfelt gratitude to each of you - the dedicated members of the Committee, the CXPA Global Board, and the extended CXPA community. It has been an honor to serve alongside such...
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The holiday season is more than a collection of dates on a calendar—it’s a time when traditions, cultures, and communities come alive in unique and meaningful ways. As customer experience (CX) leaders, we have a special role to play in these celebrations: creating bridges that connect people...
Here are some CX pros who were recently on the move: First row, L-R Howard Lax | Director, Experience Management Strategy | VistaXM, Inc Lori Wolfe | Senior Customer Insights Analyst | Mom’s Meals Anne-Sophie Robinet | Global Client Experience Lead | Arcadis ...
One of the most rewarding, yet most difficult, tasks as CXPA Vice Chair is to serve on the CXPA Nominating Committee. The Nominating Committee reviews applications to develop a recommended slate of nominees for appointment to the Board. This is rewarding because it provides a direct opportunity...
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Industry legend Bruce Temkin flew into London to pick up the Lifetime Achievement Award at the International Customer Experience Awards (ICXAs). The black-tie ceremony took place at the Park Plaza London Riverbank, and was attended by over 250 leading CX and EX professionals from around the...
This post first appeared on LinkedIn. What is your company’s most aggressive growth strategy? Perhaps you just thought about market expansion, product innovation, or digital transformation. But what if I told you that a customer experience (CX) strategy could be just as...
Next week Americans will gather to celebrate Thanksgiving, an annual day to feast and reflect on the blessings of the past year. I look forward to celebrating that day with family and friends – but first want to express my gratitude to you, the CXPA community for the accomplishments, support,...
I recently hosted a LinkedIn Live session titled “Measuring the Impact of CX,” featuring two fantastic CX professionals, Ania Rodriguez, CEO of JourneyTrack, and Michelle Beeson, an executive consultant in CX and digital strategy. Our conversation surfaced several insights related to practical...
Co-authors: Shruti Chopra and Lora Zlatanova The Importance of CX Customer experience is the order of the day. Whether it’s Services, Marketing, Sales, or any other department, the unified goal is to provide customers with a seamless and exceptional experience....
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