About CXPA: The Global Home of the CX Profession

Advancing CX Together

Welcome

CXPA, the Customer Experience Professionals Association, is the leading global non-profit organization dedicated to the understanding and growth of customer experience as a business discipline that delivers better outcomes for customers, employees, and organizations.

CXPA welcomes all individuals and organizations that share our passion for customer experience. Together with our sponsors, partners and affiliates, we can help connect you to a range of information, courses, events, membership, business solutions, and research.

CXPA maintains the CXPA CX Framework to provide an independent, consensus-based rubric to document the knowledge, skills, and abilities essential to serving as a customer experience professional. We publish the CXPA CX Book of Knowledge and maintain the CXPA CX Knowledge Copilot to provide direct access to this community knowledge base.

CXPA issues the Certified Customer Experience Professional (CCXP) credential to recognize individuals who have demonstrated CX experience and subject matter expertise through a rigorous certification process. Our Proven Business Impact case study program recognizes the real-world results driven through CX.

Mission

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

Vision

Exceptional outcomes inspired by empowered CX Professionals.

As the premier global non-profit organization dedicated to the customer experience profession, CXPA increases the impact and visibility of customer experience professionals, facilitates effective member-to-member sharing, and establishes respected standards for the industry.

2032 Goal

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.

CXPA's Journey

Leading the global CX community since 2011

2011 - Founding

Founded in Boston, Massachusetts USA by visionary leaders Bruce Temkin and Jeanne Bliss, supported by more than 60 fellow founding individual and organizational members. CXPA's founding mission remains true today: "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." By the end of the year, CXPA had held its first conference gathering.
2012 - Local Expansion

To facilitate idea sharing and build connections between CX practitioners at different organizations, a pilot program supporting local meet-ups in six cities was established. The second annual association conference was held.
2013 - Raising Awareness

CXPA hosts the inaugural CX Day, which is to be an annual celebration of great customer experience and the professionals who make it happen. Two new awards are granted - one recognizing CX Innovation and a second for individual leadership impact through CX. Third annual conference held, and CX Job Analysis conducted to document the essential competencies of a CX professional.
2014 - Certification Introduced

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. The fourth annual conference is held. A new online community is launched to help meet the increasingly global and geographically dispersed membership.
2015 - Governing Independence

The Board begins its transition beyond its inaugural composition, with Bruce Temkin, CCXP passing the leadership torch and Chair role to Karyn Furstman. Annual conference and CX Day celebration are established cornerstones of the CXPA calendar.
2016 - Program Expansion

CXPA holds two new programs in addition to its annual conference: CXPA Customer Spark highlights eight in-depth case studies in Dallas, Texas; the CXPA European Insight Exchange brings the annual conference format to London. Diane Magers, CCXP begins service as the first CXPA CEO on a part-time interim basis.
2017 - Values-Driven Growth

A collaborative process results in the identification of three core values to guide CXPA growth. CXPA's second international program is held - a Customer Spark event in Birmingham, England.
2018 -2019 A Focus on Purpose

Building on its new Core Values, CXPA focuses on broadening opportunities for community and partner involvement in accomplishing our mission. CXPA welcomes its first full-time association CEO, Greg Melia, CAE. A collaborative process develops consensus-based definitions for the CX field and the CXPA Recognized Training Provider program to support the growing number of individuals seeking to earn the CCXP credential.
2020 - New Vision and Growth

CXPA announces new mission and vision statements along with a re-commitment to being an organization where are all welcome to participate. Research is conducted to ensure that the CCXP credential remains current as the number of active CCXPs surpasses 1,000. Like other associations, the impact of the COVID-19 pandemic creates both challenges and opportunities. CXPA pivots away from in-person networking events to online knowledge resources including the Insight Exchange Video Series which continues the spirit of annual conference sharing in spite of the conference cancellation.
2021-2022 - CXPA Knowledge Resources Take a Big Leap

The CXPA community is amazingly productive and collaborative throughout the COVID-19 pandemic and its lingering after-effects. More than 250 members play a volunteer leadership role in the production of online events, curated resources, and the development of nine CXPA publications including the first ever CXPA CX Book of Knowledge. New regional councils help CXPA begin to plan additional intentional growth around the globe. New governance policies establish a minimum of four international seats on the CXPA Board to ensure that broad global perspectives are considered.
2023 - 2024 - Preparing for the Future

Additional titles bring the number of CXPA publications to fourteen. A group of volunteers led by CXPA member Krishna Dasari, CCXP creates the CXPA CX Knowledge Copilot to provide direct access to this growing knowledge base through a Google Gemini powered LLM. CXPA launches CX Leaders Advance, a new conference specifically designed for the CX and business needs of senior CX leaders. More than 1,200 CX community members are involved in extensive research to help inform CXPA's future direction - including a clarion call to modernize the website (a result you are seeing in action!)
Today - Continued Consensus Leadership to Advance CX

Our passion to advocate for better understanding of the discipline of CX remains as strong as ever! While the specific programs we offer will continue to evolve, rest assured that we will remain true to our Core Values as we seek to provide trusted, independent guidance on professional CX practice. We invite everyone who shares this passion or supports these goals to join us and get involved.

Meet Our Leadership

Get to know the people driving CXPA's mission forward

Meet the Global Board and Staff