According to current trends, the job outlook for customer experience (CX) professionals in 2025 is positive, with a growing demand for skilled individuals due to the increasing emphasis companies place on delivering exceptional customer experiences and utilizing advanced technologies like AI to personalize interactions; this means a strong potential for career growth and diverse roles within the field.
Companies are prioritizing CX to stay competitive, leading to a significant need for professionals who can design, implement, and manage effective customer experience strategies.
However, these trends fly in the face of the fact that “Americans Are Struggling to Find New Jobs as Market Changes,” as discussed in the Newsweek article published January 27, 2025. Additionally, there are CXPA Rochester Network CX Professionals who are currently looking for new CX roles, while others may be struggling to maintain importance or relevance within their companies.
In February, the CXPA Rochester Network will host Leslie Pagel and Jenn Stephens for a heartfelt discussion on managing a career transition, while sharing their stories as they have managed career pivots.
Event Date/Time: Wednesday, February 26th (12PM-1PM EST)
Presentation Title: The CX Career Roller Coaster: Thriving Through Change with Purpose
Presentation Description:
Customer Experience (CX) professionals know one thing for certain: change is constant. Navigating a career in CX can often feel like a rollercoaster ride, complete with thrilling highs, challenging lows, and unexpected twists. In this session, seasoned CX professionals Leslie Pagel and Jenn Stephens will share their personal career journeys—highlighting lessons learned and strategies for navigating unexpected career transitions. With a combined 50 years of experience in CX, we will explore how a strong sense of purpose can act as a guiding force during periods of uncertainty and change. Whether you're charting your next career move or simply looking for inspiration, this session will leave you ready to buckle up and embrace the ride with clarity and intention.
Presentation Takeaways:
● Proven strategies for navigating career transitions with confidence, resilience, and purpose
● Insights on staying motivated and focused during times of uncertainty by reconnecting with your sense of purpose
● Practical advice for aligning your career with your values and contributing to the ongoing evolution of the CX profession
Speaker Bios:
● Leslie Pagel (https://www.linkedin.com/in/lpagel/): Leslie Pagel has dedicated her career to helping organizations design and execute CX strategies that provide a competitive edge. As a trusted consultant and thought leader, she has worked with clients across the globe to drive meaningful change. Outside of work, Leslie recently launched Purpose Project, a research project designed to study the topic of life’s purpose. Her unique perspective combines deep CX expertise with a passion for purpose to help individuals and organizations thrive.
● Jenn Stephens (https://www.linkedin.com/in/jenniferstephensa/): Jenn Stephens is a seasoned CX practitioner with a wealth of experience in the technology sector. A passionate advocate for advancing the CX profession, Jenn serves as Chair of the US Regional Council for the Customer Experience Professionals Association (CXPA). Her commitment to the field is reflected in her active mentorship and leadership, empowering others to navigate the dynamic world of CX with confidence and impact.
To watch this presentation on-demand, visit: https://us02web.zoom.us/rec/share/yn71pN7tMforvxMcwY9rkkorjgwEWotPveYXUIbVSbM5jlDkCBCfrLty18lSrk8W.COWEkTqS7t4FZ-3j?startTime=1740588469000
Zoom Recording Passcode: S.Q&x6$L
Please let me know if you have questions about this presentation or future Rochester Network events.
Enjoy!
Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork
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