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Five things I like about the CXPA

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession.

As one of the founding corporate members of CXPA, it's been exciting to watch the association evolve and contribute to the profession. Here are the top five reasons why I think CX professionals should join and get involved in the association.

  1. CX Day: CX Day is Tuesday, October 7th. It's a great opportunity for CX professionals to connect the customer experience to the jobs that employees perform day-in and day-out. For some functions, like sales, account management, and service, the link to the customer experience is obvious. But, for others areas, like finance and HR, the link isn't as clear. CX Day is a great opportunity to reinforce the role that all employees have in serving customers.
  2. Google+ Hangout: These are short, informal Q&A discussions with CX experts. The hangout is on CXPA's Google+ page and occurs on the last Wednesday of each month at noon ET. I've enjoyed watching them and hearing what is on the minds of other CX professionals.
  3. The CXPA online community: The community discussion forum is full of great ideas and best practices. There are conversations ranging from, "what should I name my team," to "should I conduct annual or ongoing relationship studies," to "what tool should I use for text analytics." It's a great platform for members to share knowledge with each other.
  4. CCXP (Certified Customer Experience Professional): This is the CX certification. It was developed and administered by the association and brings credibility to the profession.
  5. Insight Exchange: While there are other ways to network with CXPA members, I've found their annual event to be a great opportunity to meet other CX professionals and hear from a broad group of people, industries, and business models.

Another benefit of CXPA is Lesley Lykins. Lesley is CXPA's Director of Member Engagement and she is very good at it. Lesley is passionate, organized, and a tremendous leader for the association.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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