Happy Birthday CXPA.org!

It’s hard to believe that it was just two years ago that Jeanne Bliss and I co-founded the Customer Experience Professionals Association (CXPA.org).

cxpa_logo horizontalFor those of you who aren’t familiar with the CXPA, it’s a non-profit association that’s dedicated to supporting and enhancing the profession of customer experience management. Thanks to the support of a wonderful board of directors and a myriad of people who have volunteered their energy, passion and time to the CXPA, we’ve been able to do wonderful things. Here’s a sampling of what the CXPA has achieved in just two years:

  • Built a thriving community of more than 2,100 CX professionals from 50 different countries
  • Created “Ask the CX Experts” program where a team of CX experts responds to questions submitted by members
  • Held more than 40 local networking events in 15 cities including Toronto, London, and Sydney Australia where CX professionals come together to learn, share and network.
  • Offered Best Practice Visits to Fidelity Investments and Intuit where CXPA members gained deep, first-hand access to leading-edge CX programs
  • Delivered more than 70 community calls and webinars on critical areas of CX content, all of which are available in the CXPA’s online member center
  • Created a growing library of more than 40 CX Tools, which are artifacts shared by CX practitioners that can be downloaded from the online member center
  • Maintain a continuously updated list of job postings in the CX Career List
  • Offer research, white papers and case studies on a variety of CX topics
  • Will be holding our third Members Insight Exchange in a few weeks in San Diego, which is a highly interactive event for learning, sharing and networking.

Here are the reasons we founded the association (from my April 2011 blog post: Announcing The CXPA; Customer Experience Professionals Unite!):

  • There are many customer experience networking groups, but the industry has hit a stage where it needs a single, collective voice to map its evolution
  • We want to help customer experience professionals embed customer experience management skill sets across their organization
  • Our goal is to identify standards and best practice approaches and transfer those skills across the industry
  • We want to ensure that that customer experience management continues to generate a vibrant set of opportunities for customer experience practitioners

It’s only been two short years, but I think we’ve made strong inroads against those goals.

As proud as I am about what the CXPA has accomplished so far, I’m even more excited about its future. As we go deeper into the era of CX professionalism, the growing number of CX professionals will find new and enhanced programs from the CXPA helping them to succeed. The association will also be doing more work to raise the stature and visibility of the entire profession.

I want to send a big thank you to everyone who has helped the CXPA reach this major milestone!

The bottom line: Every CX professional should be a member of the CXPA

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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