Getting to know the CXPA

This LinkedIn Article is the first in a series to share information about the Customer Experience Professionals Association and its programs.

CXPA was established as an independent non-profit professional association for the CX field. Here are a few facts about CXPA:

• Founded in 2011 thanks to the visionary leadership of Bruce Temkin and Jeanne Bliss , we are one of the oldest resources dedicated exclusively to serving the CX community.
• Today, CXPA is led by a diverse, global Board of Directors, leadership committees, and supported by seven full-time professional staff.

We are truly global in scope and leadership. 

• Our three thousand professional members represent ninety-three countries. 
• Eight different countries are represented on the seventeen-person Board of Directors.
• Seventy-five countries represented in our fourteen hundred CCXPs
• CCXP committee volunteers come from twenty-seven different countries.  

Meet CXPA's 2025 Board and Volunteer Leaders

• Learn more about CXPA's 2025 volunteer leaders.

As a registered nonprofit organization:

• All proceeds are kept within the association, for the purpose of fulfilling our mission.
• No individual (Board member or staff) holds ownership, stock or profit-sharing.
• Accountability is overseen by a volunteer Board of Directors which is drawn from and elected by membership.    
• CXPA has operated continuously without interruption, merger, or venture capitol influence since our founding.   

Consensus is core to the way CXPA operates.  This includes:

• The more than 1,000 CX community members who participated in CXPA’s Global Strategy Research project to help inform the way in which CXPA can help serve the CX community.    
• More than 250 individuals who serve as CXPA leadership and content volunteers.
• A consensus process to develop CX definitions, CX management framework, and publications that have involved more than 200 global contributors.

In this way, no single software platform, consultancy, social media thought leader, or organization staff member has undue influence on CXPA positions – but all are welcome to contribute to the group consensus process.

CXPA offers a number of key programs to support and advance the CX field:

• Advocacy for CX as a preferred discipline including through CX Day, the largest global industry celebration that raises awareness of the individuals, companies and organizations leveraging customer experience as a business strategy that delivers better outcomes for customers, employees, and organizations; and www.whatiscx.com which provides key foundational definitions to build CX understanding.
• Consensus-based professional standards for the CX field including the CXPA CX Framework, a research consensus-based guide to CX management; and The Certified Customer Experience Professional certification, the most widely respected certification for CX professionals
• Knowledge resources including the CXPA CX Knowledge Copilot; CX Proven Business Impact Case Studies; CXPA publications, including the CXPA CX Book of Knowledge and Effective Collaboration: A Guide to Strengthening CX Together monograph series; and more than 500 online resources at cxpaglobal.org    
• Trusted CX Education including CX Leaders Advance conference; CCXP preparation and corporate training through CXPA Recognized Training Providers; Online courses from CXPA and partners at CXEducation.com; and localized programs through CXPA Regional Groups and legacy networks.
• Connections that drive professional growth including a welcoming and supportive professional global community; online peer assistance through our members-only email forum; Regional Leadership Councils; and new CXPA Affiliates program.

Collectively, these programs help raise awareness and understanding of customer experience; provide guidance on the professional practice of CX; support CX professionals in their day-to-day work and career aspirations; and provide a variety of learning and engagement options for the CX community. (Look for this post to be updated with links as we post deeper dives on each of these key areas.)

Evolving strategy to meet the evolving needs of the CX community

CXPA continues to evolve to meet the changing needs of the CX community. Here are strategy updates we have shared with the community over the past fourteen months:

• Open Letter to the CX Community (December 2023)
• CXPA Strategy Research Update (January 2024)
• Leaders chart course for CXPA’s future (May 2024)
• CX Community Update (January 2025)

We are committed to working collaboratively to continue to advance CX.

You are invited to become a CXPA member

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. In addition to supporting CXPA's work to advance the profession, 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.

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