Our History

We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards.

Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.

 

People sitting around a table

The CX Industry had reached the point where it required a unified, informed, collective voice to guide its evolution. 

Over the past several years, the field of customer experience management has matured. More and more companies recognize the importance of customer experience as a key ingredient in building and maintaining customer loyalty. A growing number of professionals have responsibility for assessing and improving customer experience in channels (e.g., web, call center, brick-and-mortar store, mobile commerce, etc.), with products, and across entire organizations. Best practices for processes, tools, and techniques are emerging across many customer experience management disciplines. In short, customer experience management has become an established profession.

 As a non-profit, the CXPA wants to help customer experience professionals make customer experience management an integral part of how their companies operate, and to enable them to embed its skill set across their organizations. Our goal is to break down the work, create standards and best practice approaches, and transfer those skills across the CXPA network.

2022

  • CXPA Celebrates our 11th Birthday, April 27th is the exact day the association was launched and the public announcement was made.
  • CXPA releases new membership badges that help professionals and display CX pride and commitment to CX.
  • CXPA releases new CCXP badges,  professionals who earned the certification can now display their advanced, extensive CX knowledge on social media and in gain public recognition.
  • CXPA unveiles new Topic Guides - member curated deep-dives into critical CX topics featuring resources to watch, listen, read, and CX case studies and templates. 
  • CXPA announces new regional councils and volunteers in 10 countries including; Oceania, Africa, Asia, Europe, Middle East, United Kingdom, Canada, Latin America and the Caribbean, Brazil, and United States.
  • The CXPA Emerging Leaders program is expanded to recognize and foster continued leadership development in a greater number of CX professionals around the world.  Hear directly from the amazing 2022 class of emerging leaders here.
  • The CXPA Book of Knowledge, an independent, peer-driven consensus project to document key CX terms, tactics and approaches based on the CXPA CX Framework, was officially released on CX Day, October 4, 2022. 
  • Eight publications in The CXPA Effective Collaboration Series: A Guide to Strengthening CX Together were also published on CX Day.  These monographs were written to build understanding and facilitate improved collaboration between specific organizational units and CX teams to deliver improved customer experiences and better business outcomes.
  • CXPA surpasses 59,000 followers on LinkedIn, and gains 2,000+ visits monthly to whatiscx.com.
  • CXPA hosts a look back at 2022 accomplishments

2021

  • CXPA Workgroup is developing independent consensus-based guidance for effective CX practices. 
  • CXPA announced the 2021 Emerging Leader in CX Award and 2021 Innovation Award winners. 
  • CXPA began efforts to better understand the state of CX in higher education through Higher Ed project
  • CXPA unveiled Topic Guides - member curated deep-dives into critical CX topics featuring resources to watch, listen, read, and CX case studies and templates. 
  • Redesigned CX resource library with over 700 pieces of unique content. 
  • CXPA surveyed our members to help our 2021 program planning
  • Revamped the CXPA Job Board to make it easier to find regional, remote, and Certified Customer Experience Professional (CCXP) preferred opportunities.
  • Developed Guide to CX Job Descriptions
  • Introduced new CX team memberships to make it easier for entire teams to take advantage of CXPA member benefits. 
  • Thanks to CXPA Sponsors, we continue to offer emergency funds to support membership and CCXP renewal expenses for those unable to do so because of COVID-19 impacts.
  • CCXP exam may now be taken online and is offered in French. 
  • Upgraded the account management portal to simplify updating your profile, privacy preferences, and more.
  • CCXP Exam Blueprint updated to include new five core competencies. 
  • CCXP eligibility requirements updated to include those without a post-secondary education degree.
  • CCXP exam was updated with new questions that were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice. 

2020

2019

2018

  • CXPA Core Values are unveiled and shared with the membership:

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 Growt
h
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.

2017

  • More than 100 CXPA members collaborate with the Board of Directors to explicitly examine, test, and codify the CXPA community core values.
  • CXPA hosts Customer Spark conference in Birmingham, England 
  • CXPA hosts its 7th Insight Exchange conference in Phoenix, AZ.
  • Citi, Mayfair Diagnostics, Sandy Spring Bank, Ultimate Software, and Wiley awarded 2017 Customer Experience Innovation Award.
  • Twelve individuals recognized as 2017 CX Impact Award Winners.

2016

  • CXPA releases "Who's Who of Customer Experience" profiling nearly 150 certified CX Professionals.
  • Eight case studies are featured from eight top brands at the CXPA Customer Spark conference in Dallas.
  • CXPA holds the US Insight Exchange conference in Atlanta.
  • Barclaycard US, Ciena, Cigna, EMC, and Humana are awarded the 2016 CX Innovation Award.
  • CXPA hosts the European Insight Exchange in London.
  • CXPA Board retains IntrinXec Management to ensure association management services meet growing needs.
  • Diane Magers, CCXP begins service as CXPA's interim CEO on a part-time basis.
  • Fifteen individuals recognized as 2016 CX Impact Award Winners.

2015

  • The Board begins its transition beyond its inaugural composition, with Bruce Temkin, CCXP passing the leadership torch and Chair role to Karyn Furstman.
  • The annual Insight Exchange conference is held in San Diego.
  • Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were recognized as winners of the 2015 CX Innovation Awards.
  • CXPA holds its first international Insight Exchange conference in the United Kingdom.
  • Ten individuals recognized as CX Impact Award Winners.
  • Lynn Hunsaker, Diane Magers, Nancy Porte, and Jim Tincher recognized by the Board of Directors with Extra Mile Award for their outstanding volunteer service. 

2014

  • CXPA launches the CCXP Certified Customer Experience Professional credential, a vendor-agnostic, independently-governed professional certification that establishes a common framework for assessing CX knowledge.
  • CXPA's mission statement is updated to incorporate a focus on member-to-member sharing: "The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards."
  • The 2014 Insight Exchange conference is held in Atlanta.
  • Akbank T.A.S., Cisco, National Car Rental, the Oklahoma City Thunder and Safelite AutoGlass received the 2014 CX Innovation Award.
  • CXPA launches the online CXPA Community, Blog, and Mentor Match program.
  • Ten individuals recognized as 2014 CX Impact Award winners.

2013

  • CXPA hosts the inaugural CX Day, which is to be an annual celebration of great customer experience and the professionals who make it happen.
  • CXPA holds the 2013 Members Insight Exchange in San Diego.
  • Blue Cross Blue Shield of Michigan and Sage, a provider of accounting and business management software, were awarded the 2013 CX Innovation Award.
  • Seven individuals recognized as 2013 CX Impact Award winners.

2012

2011

  • CXPA holds its inaugural Members Insight Exchange meeting in Boston, attended by more than 150 professionals. Read the official press release as well as Jennifer Batley's six takeaways from the event.
  • Bruce Temkin and Jeanne Bliss announce the launch of the Customer Experience Professionals Association, sharing the mission of the new organization: "The Customer Experience Professionals Association is a global, non-profit organization that supports the professional development of its members by enhancing networking, providing research and education, establishing standards, promoting the industry, and creating a better understanding of the discipline of customer experience."



Bruce Temkin

Bruce Temkin, CCXP

Founder & Emeritus Director
Meet Bruce

Jeanne Bliss

Jeanne Bliss, CCXP

Founder & Emeritus Director
Meet Jeanne

Emeritus Directors

Parish Arturi

Parrish Arturi

Emeritus Director

Karyn Furstman

Karyn Furstman, CCXP

Emeritus Director

Diane M. Magers

Diane M. Magers, CCXP

Emeritus Director
Meet Diane

Bob Azman

Bob Azman, CCXP

Emeritus Director
Meet Bob

Desirree Madison-Biggs

Desirree Madison-Biggs

Emeritus Director
Meet Desirree

Past Board Members

See our past board members below and connect with them through our member directory

2022

Nancy Porte, CCXP, Chair
Tabitha Dunn, CCXP, Vice Chair
Amy Shioji, CCXP, Sec/Treasurer
Barbie Fink, CCXP, Immediate Past Chair
Carolyn Klinger, CCXP
Gokhan Kara, CCXP
Michelle Morris, CCXP
Sebastien Munar, CCXP
Stacey Nevel, CCXP
Mark Ratekin, CCXP
Anita Siassios, CCXP
Wayne Simmons, CCXP
Mark Slatin, CCXP
Roxana Strogmenger, CCXP
Jayalakshmi Sudarshan, CCXP
Kathy Van De Laar, CCXP

See our past board members below and connect with them through our member directory

2021
Barbie Fink, CCXP, Chair
Annette Franz, CCXP, Immediate Past Chair
Nancy Porte, CCXP, Vice Chair Treasurer
Tabitha Dunn, CCXP, Treasurer
Gokhan Kara, CCXP
Michelle Morris, CCXP
Stacey Nevel, CCXP
JC Paradise, CCXP
Mark Slatin, CCXP
Brad Smith
Amy Shioji, CCXP
Roxie Strohmenger, CCXP
Jayalakshmi Sudarshan, CCXP
Mark Ratekin, CCXP
Alison Circle, CCXP
Kathy Van de Laar, CCXP

2020
Annette Franz, CCXP, CXPA Chair
Barbie Fink, CCXP, CXPA Vice Chair
Nancy Porte, CCXP, CXPA Treasurer
Bob Azman, CCXP, Immediate Past Chair
Alison Circle, CCXP
Tabitha Dunn, CCXP
Lynn Hunsaker, CCXP
Gokhan Kara, CCXP
Dave Kreiner
Michelle Morris, CCXP
J.C. Paradise, CCXP
Lorraine Schumacher, CCXP
Amy Shioji, CCXP
Brad Smith
Kathy Van de Laar, CCXP
See our past board members below and connect with them through our member directory

2017

2016

Desirree Madison-Briggs, CCXP, Chair 
Bob Azman, CCXP, Vice Chair
Annette Franz, CCXP, Sec/Treasurer
Barbie Fink, CCXP, CCXP Chairman
Tabitha Dunn, CCXP
Carolyn Muise
Carlos Pimenta
Natalie Schneider, CCXP
Lara Lee
Lonnie Mayne
Roberta O'Keith, CCXP
Nancy Porte, CCXP
Sara Terry
Lorraine Schumacher, CCXP
Dave Kreiner
Lynn Hunsaker, CCXP

Desirree Madison-Briggs, CCXP, Chair 
Bob Azman, CCXP, Vice Chair
Annette Franz, CCXP, Sec/Treasurer
Barbie Fink, CCXP, CCXP Chairman
Tabitha Dunn, CCXP
Diane Magers, CCXP
Carolyn Muise
Carlos Pimenta
Natalie Schneider, CCXP
Lara Lee
Lonnie Mayne
Roberta O'Keith, CCXP
Nancy Porte, CCXP
Sara Terry
Lorraine Schumacher, CCXP


2014 

2015

Karyn Furstman
Parrish Arturi
Desirree Madison-Biggs
Dan Donovan
Bob Azman
Annette Franz
Lara Lee
Lonnie Mayne
Diane Magers
Roberta O’Keith


Donna Peeples
Carlos Pimenta
Lorraine Schumacher
Karl Sharicz
Sara Terry
Brian Andrews
Jim Bampos
Jeanne Bliss
David Shapiro
Bruce Temkin

Founding Corporate Members

About Face LogoAdobe LogoAkamai LogoAPAC Customer Services Inc. LogoBCLC LogoBeyond Feedback LogoBeyond the Arc LogoBrand Trust LogoCardinal Health LogoCFI Group LogoClarabridge LogoClear Action Logo - Optimize Customer ExperienceConfirmIt LogoCorsential LogoCOX LogoCross Country Home Services Logo - A member of the Cross Country GroupCustomer Relationship Metrics LogoEMC-Logo.pngFidelity Investments LogoGuard Dog LogoIpsos Loyalty Logo - the Customer and Employee Research Specialistsleventergroup-logo.jpgMaritz CX LogoMarket Tools LogoMedallia LogoMicrosoft LogoMindshare LogoPeople Metrics LogoResponseTek Logo - Listen first. Act fast.Safeco Insurance Logo - A Liberty Mutual CompanyTemkin_Logo.jpgThe Service Profit Chain InstituteVerint LogoWalker Information Logo