I’m Excited About The Customer Experience Profession

I’m getting ready to head to Fenway Park for the final day of the CXPA Members Insight Exchange. It’s been great so far. 180 dedicated, passionate CX professionals have come together in Boston to learn, network, and define the future of the Customer Experience Professionals Association (CXPA).

On Tuesday, all five of the CXPA’s committees got together to discuss plans in their areas: Membership, Marketing, Profesional Development, Networking, and Education. The meetings were really energizing and the committees developed some great ideas. We followed those meetings with the first meeting of the CXPA’s newly elected board of directors. I am thrilled with all of the great people we have running the CXPA.

Yesterday, we convened in the rooftop ballroom at the Omni Parker House Hotel, the oldest operating hotel in the country. This spot played an important role in Paul Revere’s ride and many other elements of US history, so it was an ideal location for our first meeting. Hopefully, we will all remember back to this meeting as one of the pivotal moments in the evolution of the customer experience profession.

There were great sessions as members shared and discussed many aspects of customer experience (CX) management, from leadership to employee engagement. Here’s the group going through a co-design process called World Cafe in which they collectively defined requirements and asprations for many key aspects of the CXPA.

My vision for the CXPA is that it will be a guiding light for CX professionals. Doctors have the AMA, lawyers have the ABA, and now CX professionals have the CXPA, a professional organization that will set standards, endorse and share best practices, and raise awareness of the importance of CX and the value of CX professionals.

This meeting has made me even more convinced that the CXPA is the right organization at the right time to support a previously fragmented group of CX professionals. As a united group, we can make the CX profession great!

Now, I’m off to the Fenway Park for the final day of the event. Enthused, energized, and thrilled to be working with such a great group of people.

The bottom line: If you’re not yet a member of the CXPA, then get on board!

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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