Major Announcements from Customer Experience Industry Event


The third annual Members Insight Exchange of the Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing field of customer experience management, recently took place in San Diego.

For the customer experience leaders and professionals in attendance at the Hotel del Coronado, the event was a unique opportunity to share their experiences and expertise, and to network with and learn from their peers. The program highlighted innovation in all contexts, from members’ case studies and “show and tell” sessions to keynotes from sector leaders, and it featured several announcements of importance to the industry:

CX Professional Certification: The CXPA is developing a professional certification program for CX Management called the “Certified Customer Experience Professional” (CCXP). The CXPA, as a non-profit, independent professional association, is uniquely positioned to deliver this needed evolution for the CX profession. Certifications are expected to start in late 2013.

“CX Day:” The CXPA announced that starting on October 1, 2013, the first Tuesday of every October will be CX Day, a day for celebrating the customer experience profession. This celebration will be open to all CX professionals, whether or not they are members of the CXPA. Some of the elements planned for CX Day are Local Networking Events throughout the world, several live online events, announcements of awards for CX professionals who are making a difference, and a contest to see which companies are the most innovative in celebrating CX Day within their organizations.

MIE 2014: Next year’s Member Insight Exchange will take place on May 13 and 14 in Atlanta.

CXPA “Extra Mile Award” Winners: The CXPA is fueled by the passion and effort of its members. Of the many who contribute, three people were identified as having gone well above and beyond the norm: Desirree Madison-Biggs of Symantec, Karl Sharicz of SimplexGrinnell, and Yvonne Nomizu of Pacific Consulting Group.

CX Innovation Award Winners: Awards for innovative CX practices were given for the second year. This year’s winners are Blue Cross Blue Shield of Michigan and Sage. The other finalists were Autodesk, Barclaycard US and the Oklahoma City Thunder.

Members’ “Show and Tell” Sessions: Attendees flocked to hear what others in the CXPA community are doing, in what has become a favorite element of the MIE. More than 30 members shared the tools that they use within their organizations. These CX Tools are available on the CXPA website.

“I’m proud of what this community of professionals has achieved in just two years, but I’m even more excited about what the future holds for the CXPA and our profession,” said Bruce Temkin, CXPA Chair and co-founder. “These announcements demonstrate some of the great work being done by our members, who are committed to raising the bar on the overall practice of customer experience management.”

PeriscopeIQ and ResponseTek were Gold Sponsors of the 2013 Members Insight Exchange; Confirmit, ForeSee, Mattersight, and Vision Critical were Silver Sponsors; Bronze Sponsors were BrandTrust, Endeavor, Oracle, Questback, The Service Profit Chain Institute, Soundbite, Universal Mind, and Verint. Media partner was CustomerThink, and additional sponsorship support was provided by About Face and Pacific Consulting Group.

About the CXPA

The Customer Experience Professionals Association is a global, non-profit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and facilitates the industry-wide advancement of the discipline of customer experience management. The CXPA’s members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry.