What if one of the most powerful ways to transform customer experience wasn’t a shiny new platform or a seismic re-org—but a quiet, consistent conversation? That’s the idea behind Employee Success Coaching, an internal initiative launched three years ago at WPO, a global provider...
CXPA Offices Closed for Juneteenth CXPA offices will close on Thursday, June 19, 2025 and reopen on Friday, June 20, 2025 in observance of Juneteenth. CX Leaders Advance 2026: Toronto, Canada The 2026 CX Leaders...
CXPA Acknowledges Pride Month With $4.7 trillion in global spending power, LGBTQIA+ customers are paying attention—not just to your message, but to their lived experience with your brand. This Pride Month, Melitta Hari, CCXP shares how you can turn friction into opportunity by...
Customers expect more than just timely support. They expect companies to anticipate their needs and resolve potential issues before they even arise. This shift toward proactive customer support is not just a trend—it's a strategic imperative for delivering value and building lasting customer...
Margins are tight right now. Shrinking, actually. Between tariffs, freight costs, labor shortages, and consumer pullback, Canadian retailers are under pressure to make every dollar—and every decision—count. Which is why customer experience teams have a critical role to play right now. But it...
One of the 2025 initiatives of the DEI Committee is to increase awareness of the business growth potential surrounding serving different diverse communities during and beyond celebrations and observances that might be unfamiliar but are important to our fellow members, colleagues, and customers....
by Ankesh Agarwal, CCXP and Michelle Spaul , with special commentary from CXPA’s CEO, Greg Melia, CAE Does this sound familiar? Meet Jane, a passionate Customer Experience lead at a mid-sized retail chain. Eager to gain executive sponsorship for a new CX initiative...
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On Wednesday, May 21st (12-1PM EST) the Rochester Network hosted Valerie Peck as she discussed, Finding & Applying Innovation . If you missed the event, below is a summary of the discussion along with a link to watch the recording on demand. Zoom AI Event Summary : On...
Can CX Really Double Your Revenue? We say YES—and we’ve got the case studies to prove it. Join the CXPA Rochester Network on Tuesday, June 24, 2025 (12-1PM | EST), for a high-impact online session: Supercharging Growth through CX Transformation with Greg Tucker, CCXP & CXPA Board...
06-24-2025 | 12:00 PM - 01:00 PM ET
Strengthen Your CX Business Case - With Help From Global CX Pros Want to make a stronger business case for further CX investment? The CXPA Proven Business Impact (PBI) Case Study Program offers a unique opportunity to have your initiative reviewed by an international...
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