History, Mission, and Values

Founded in 2011, the Customer Experience Professionals Association is the independent global non-profit organization dedicated to the customer experience profession. We increase the impact and visibility of customer experience professionals, facilitate effective member-to-member sharing, and establish respected standards. We publish the CXPA CX Book of Knowledge and grant the Certified Customer Experience Professional (CCXP) certification. Learn more about our history.

During 2020, the CXPA Board and staff spent several months listening to members and reflecting on CXPA and its future. The consistency in feedback led the Board to adopt a sharpened focus and strengthened commitment to CXPA as an organization devoted to the success of CX professionals. Our new mission and vision statements reflect these commitments:

We support CX professionals to share, learn, inspire, and grow throughout their entire career.

Exceptional outcomes inspired by empowered CX Professionals.

CXPA Core Values

CXPA has evolved from a small, start-up association of 60 members in Boston, Massachusetts in 2011 to a global organization with more than 3,000 members and 66,000 social media followers in 70 countries. This pace and level of growth, as one might imagine, requires continuous adjusting to our organizational and service delivery structure to ensure what we do provides members with the experience and value they expect.  In 2017, more than 100 CXPA members collaborated with the Board of Directors to explicitly examine, test, and codify the CXPA community core values.  These core values were unveiled and shared with the membership in 2018. We will ground our work in our core values to help CXPA stay true to our shared beliefs as our work, organization and profession continues to develop. We will continue to raise the bar, build awareness of the value of CX, and create new and better ways to help one another succeed.

The core values are designed to give our member-to-member association a context for how we will approach our growth and work in the future. Here are the three core values and what those values will mean to how we make decisions.

1. Connected: Strength in Diversity

  • We have a culture of inclusivity and belonging, where everyone is welcomed.
  • We encourage, seek out and embrace diverse perspectives and approaches.
  • We have an unquenchable thirst to learn, paired with a passion to share our expertise to help one another grow professionally and personally.

2. Authentic: Excellence from Inside

  • Authenticity matters. Be who you are and contribute what you can.
  • We act with integrity and hold one another accountable.
  • We build trust by being trustworthy, genuine, respectful, and kind.

3. Be a Champion: Passion Fuels Growth

  • We are member-led and member-focused.
  • We prioritize work and relationships that positively advance the mission.
  • We strive to inspire others by sharing and learning together.
  • We actively contribute to the thought leadership and innovation of the CX profession.
  • We are tireless advocates for customer experiences that improve people’s lives.

CXPA Core Values Banner

CXPA is committed to a culture of inclusivity and belonging

Diversity is a CXPA Core Value, and we are committed to ensuring a culture of inclusivity and belonging, where everyone is welcomed. We encourage, seek out and embrace diverse perspectives and approaches. We realize that we can — and must — do more to contribute to a more inclusive CX profession and world. Learn more about our diversity and inclusion journey and commitments