January 2025 CX Community Update

A common theme in recent CX community LinkedIn posts is that customer experience is amidst a highly transformational phase. We could not agree more!  Significant work is needed to raise awareness of CX.

In many organizations, CX is a relative newcomer to the C-Suite — if it is represented. This may be partly because unlike sales, marketing, finance, and other disciplines, customer experience is not widely taught in business school MBA programs. This lack of awareness contributes to one of the greatest challenges expressed by the CX professional community: to mobilize the organization to execute CX properly, the CX professional must first ensure that the CEO and others understand and trust CX as an operating strategy.

It is also why CXPA has established a long-term goal to address awareness:

 “To ensure global recognition and understanding of Customer Experience as a known, respected professional role and career choice; and as a valued, trusted and preferred business discipline that drives sustainable organizational growth.”

We shared this 2032 commitment in our December 2023 Open Letter to the CX Community.  We are proud to share an update on progress towards this goal and our guiding strategy for our next steps. 

Highlights since our last update

• Completed community-led, professionally administered extensive research to better understand the state of CX and the CX profession
• Celebrated the launch of Campbellsville University’s online Master of Science in Customer Experience built with the support of Dr. Joseph Michelli, CCXP using the CXPA CX Framework
• Convened community conversations, resulting in an advisory brief for CEOs entitled What CEOs Need to Know about CX-EX Balance  
• Developed career development resources and the CXPA CX Job Seekers Guide
• Launched the CXPA Proven Business Impact Case Study program
• Refreshed CCXP program processes to make it easier for CX professionals to focus on earning and maintaining this globally valued credential, which is now held by more than 1,400 individuals and is recognized as a professional certification by the Kingdom of Saudi Arabia   
• Elected a truly Global Board of Directors to lead the organization

Our Guiding Strategy

Our Global Leadership Summit engaged passionate leaders from across the CXPA community in our global research findings to frame desired outcomes and strategy priorities:

Desired Outcome: Buy-In from C-Suite, CEO and Board

• Strategy: Focus our advocacy on influencing the C-Suite that CX is a trusted and preferred business discipline that drives sustainable organizational growth

Desired Outcome: Organizations benefit from consistent CX professional practice

• Strategy: Promote the professional practice of customer experience as a business discipline with specialized knowledge and activities

Desired Outcome: CXPA is valued for the mechanisms it provides to achieve CX success 

• Strategy: Ensure that CXPA provides mechanisms that enable CX success by being a well-understood, high-performing customer-centric organization

We invite you to get involved

This work reflects our commitment to securing the future of the customer experience profession. Our success depends on the CX community's willingness to come together and make these plans a reality.

We invite you to join us to advance CX together.

Roxana (Roxie) Strohmenger, CCXP, LSSGB , CXPA Chair

Jayalakshmi S. , CXPA Vice Chair

Benjamin Easaw, CCXP , CXPA Treasurer

Greg Melia, CAE , CXPA CEO