An Open Letter to the CX Community

At CXPA, we believe that customer experience creates a better world by encouraging organizations to build and execute strategies that deliver better outcomes for customers, employees, and sustainable business results. We believe the greatest inhibitor to the growth of CX is a lack of understanding and consensus about customer experience. This often causes confusion, inaction, or poor execution that keeps organizations from recognizing the benefits of a well-structured, well-supported customer experience approach.

Our Goal

CXPA has set an ambitious goal to ensure the future of CX. Last year, we set a ten-year objective “To ensure global recognition and understanding of Customer Experience as a known, respected professional role and career choice; and as a valued, trusted and preferred business discipline that drives sustainable organizational growth.” We are writing to share an update on progress as well as some next steps.

Our Actions

• We have developed and published consensus definitions of customer experience, customer experience management, and customer experience professionals at www.whatiscx.com.
• We have published The CXPA CX Book of Knowledge, the first community consensus publication for our profession. Developed by more than 70 contributing authors and reviewers, it provides more than 300 pages of key definitions, processes, and guidance on customer experience foundational knowledge.
• Additionally, we have championed the importance of CX leaders as catalyst within their organization by publishing 11 monographs in the Effective Collaboration Series, providing practical advice for how CX teams can work with various departments to deliver better outcomes.
• We have written “Building Diversity, Equity, and Inclusiveness into a Customer Experience Ecosystem” a practical 73-page guide to assist CX leaders in creating more inclusive organizations. This is available free as part of CXPA’s commitment to actively contribute to a more inclusive CX profession and world.
• We have seen continued growth of the Certified Customer Experience Professional (CCXP) certification, which is sought after in hiring by leading corporate, government and nonprofit organizations.
• We hosted a high-level conference for CX professionals, CX Leaders Advance, which achieved a NPS score of 81.
• We expanded our leadership footprint by establishing ten regional leadership councils that are nurturing CXPA community growth in every part of the world.
• We leveraged CX Day as a platform to raise awareness that CX is a business discipline that delivers better outcomes for customers, employees, and organizations.

Recently, we have engaged Association Laboratory, a full-service research and consulting firm that advises professional associations on strategy and international growth, to help us research and determine the next best steps for CXPA. This work will be conducted over the next several months culminating in a global leadership meeting in conjunction with the 2024 CX Leaders Advance conference, to be held April 30 - May 2 in Denver, Colorado.

Our Resolve

We are committed to taking the lead in ensuring respect and understanding of CX because we firmly believe that increased understanding and adoption of customer experience will not only create better business outcomes but will also make a better world for this and future generations.

Will you help us secure the future of CX and the growth of CX professionals?

We are certain that including more voices and organizations will help us better advance the field of customer experience. We also recognize that different individuals and organizations have different needs, so we have created a range of opportunities for you to support and engage in CXPA. These include:

• CXPA membership, certification, and programs.
• Marketing opportunities through CXPA, including a wide range of a la carte opportunities to help achieve your marketing goals.
• Collaborate or co-create together with CXPA as a member volunteer, educational course provider, or research partner.
• Be a CXPA Sponsoring Organization, receiving a comprehensive package of benefits including individual membership, marketing opportunities, and additional thought leadership and partnership opportunities.

To learn more about these opportunities, please contact CXPA’s CEO, Greg Melia, CAE at [email protected].

Together in Advancing CX Professionalism,

Tabitha Dunn, CCXP, 2023 CXPA Chair, Head of Global Customer Experience, Hitachi

Amy Shioji, CCXP , 2023 CXPA Vice Chair, Chief Experience Officer, Strategic Education

Roxana (Roxie) Strohmenger, CCXP , 2023 CXPA Treasurer, VP of CX Strategy, UKG

Jayalakshmi S. , 2023 CXPA Director and 2024 CXPA Treasurer, Customer Experience Manager, Hewlett Packard Inc

Anita Siassios JD Candidate IAPP CIPM CCXP CEEE , 2023 CXPA Director, Founder & Managing Director, ManagingCX Pty Ltd

Benjamin Easaw, CCXP , 2024 CCXP Program Advisory Committee Chair and CXPA Director, Managing Director, Digital Experience, Cetera Financial Group

Bryan Sander, CCXP, MBA , 2023 CXPA Director, Managing Director, Member Experience, AAA National Office

Carolyn Klinger, CCXP, FCXP , 2023 CXPA Director, Director, Market & Competitive Intelligence, Affinity

Darin Byrne, CCXP , 2023 CCXP Program Advisory Committee Chair and CXPA Director, Vice President, Client Experience and Delivery, Wolters Kluwer Financial Services

Eric Bruce , CCXP, 2024 CXPA Director, Chief Experience Officer, National Gallery of Art

Erin Wallace , CCXP, 2024 CXPA Director, Director of NPSx, Bain & Company

Francis Goh, CCXP, 2023 CXPA Director, Digital Innovation Leader, Hehsed Consulting

Georges Essama, CCXP , CCXP, 2024 CXPA Director, Senior Manager, Head of Marketing, Communication & Customer Experience Department, Cameroon Telecommunications

Heather Gillbanks, CCXP , 2023 CXPA Director, VP of Customer Service & Customer Experience, Herff Jones

Jim Tincher, CCXP , 2023 CXPA Director, Mapper-In-Chief, Heart of the Customer

Mark Ratekin, CCXP , 2023 CXPA Director, Head of Global CX Consulting, Forsta

Mark Slatin, CCXP , 2023 CXPA Director, CEO and Founder, Empowered CX

Nancy Porte, CCXP , 2023 CXPA Immediate Past Chair

Sebastien Munar, CCXP, XMP , 2023 CXPA Director, Managing Director, Clientrika

Stacey Nevel, CCXP , 2023 CXPA Director, Vice President, Voice of the Customer, Prudential Financial

Stephanie Leheta, MBA, CCXP, PMP, CCMP , 2024 CXPA Director, Senior Director, Client Experience Strategy, Governance, and Design, CIBC

Wayne Simmons, CCXP , 2023 CXPA Director, Global Customer Experience Management Lead, Pfizer

Greg Melia, CAE , Chief Executive Officer, Customer Experience Professionals Association