Why “Customer Experience Professionals Association”?

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, web visitor, or other role, building a positive, lasting, and economically sound relationship is paramount.
• Experience — The human process of thinking and feeling, the emotional reactions and perceptions formed over time.
• Professionals — Expert individuals employed for their specialized skill, knowledge and abilities.
• Association — A community connected by shared purpose.

Each word alone has power and meaning, but the words together have even greater meaning:

• Customer Experience — the perception that customers have of an organization - one that is formed based on interactions across all touchpoints, people, and technology over time.
• Customer Experience Professionals — catalysts who enhance an organization's results by understanding, designing, and improving experiences across the entire customer relationship.
• Customer Experience Professionals Association — the global nonprofit organization powered by a community of over 3,000 customer experience professionals governed by a volunteer Board of Directors and more than 200 volunteer contributors.

Why You Should Join the CXPA

If you are a customer experience professional or are seeking a career in customer experience management, please consider joining CXPA so that we can advance CX together. Here are a few ways you will benefit:

We will give you advice, tools and support to enhance your day-to-day professional performance:

• A virtual reference library, including the CXPA CX Book of Knowledge and twelve additional books written by your CX professional peers to provide key CX terms, techniques, and advice to help you tackle the most common challenges.?
• An AI tool you can trust for answers to your practical CX questions, the CXPA CX Knowledge Copilot. Every response is rooted in the CXPA publications and includes citations to the relevant CXPA CX publications.?
• Informed CX advice from thousands of fellow CX professionals. The CXPA Open Forum members-only platform allows you to tap into the wisdom of your CXPA peers through one simple email.
• Peer review of your CX Business Case. Every CX professional needs to be prepared to communicate the positive business impact of their CX program. The CXPA Proven Business Impact Case Study program allows CXPA members to submit a drafted case for expert peer review and feedback. Each case that meets program expectations is designated as a CXPA Proven Business Impact Case Study, adding external validation to your work.

We will continue to advocate for CX as a professional business discipline:

• Promotion of consensus-based CX definitions. While “customer experience” is a widely used term, it is not always well-understood. The CXPA community developed consensus definitions, which we share and promote at www.whatisCX.com
• Independent research-based CX standards. The CXPA CX framework and CCXP certification are research-based tools that define the elements and professional knowledge required for CX success. Together, these provide a roadmap for ensuring a well-structured CX program led by a well-informed CX professional.
• Annual Global CX Day Celebration. CXPA established and continues to lead the global celebration of Customer Experience Day on the first Tuesday of October each year. This special day raises awareness of CX and spotlights leading developments and accomplishments that are driving the field forward.

You are invited to become a CXPA member

CXPA membership is open to all CX professionals across the globe, with membership rates adjusted to regional economies. Each membership (which are all less than $1 USD per day) provides complete access to all of the benefits above. Let us help you take your CX performance to the next level. Begin benefiting today from all that CXPA has to offer by joining today.

- Greg Melia, CAE, CXPA CEO

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