Global customer experience body forms NZ chapter

PRE644 Global customer experience body forms NZ chapter

A chapter has been launched in New Zealand of the US-based Customer Experience Professionals Association (CXPA) to support local organisations and customer experience managers.

Founders are three Certified Customer Experience Professionals (CCXP): Jane Treadwell-Hoye, (founder of epifani), Sue Atkins, (founder of Connections) and Tony Hillson (founder of Service Design NZ).

They say they have recognised the increasing demand from New Zealand organisations for guidance on how to drive the financial returns and reap the wider benefits of well-designed customer experience programmes. They will co-lead CXPA New Zealand local networking efforts by collaborating and engaging CX professionals throughout the country, planning activities/events to share knowledge and experience, and tapping into the global resources of the CXPA.

Treadwell-Hoye said: ”Internationally, the field of customer experience has matured.

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More companies are committing to being customer-centred to drive loyalty and positively impact the bottom line. They recognise the capabilities required to embed CX as a key ingredient in strategy, to engage people and to design customer-centric experiences.”

She added: “We want to help NZ CX professionals ensure designed customer experiences and customer-centric best practices become an integral part of how they operate, and to enable them to embed CX thinking and skillsets across their organisations. By enabling CX practitioners to tap into the global CXPA network, learning and sharing best practices with others, we hope to establish a footprint in New Zealand. We look forward to a long-term partnership with CX professionals across the country.”

The CXPA was founded in 2011 by CX thought-leader and long-time researcher Bruce Temkin, and 25 year CX veteran, Jeanne Bliss. It is a global non-profit organisation with over 4,000 members and claims to be “the only truly global professional body, dedicated to the advancement and cultivation of the customer experience profession.”

It supports the professional development of members and advances the field by providing shared best practices, tools and techniques,and education opportunities,by developing standards, by offering networking opportunities, by promoting the industry, and by creating a better understanding of the discipline of customer experience.

The organisation does not yet have an Australian chapter. Erica Ashfeld, CXPA’s Community Manager – Global Networking & Corporate Membership, told us the organisation had “a few groups of individuals working to advance the CX profession in the area.”

Anyone interested in setting up an Australian chapter, or in becoming an individual member, can contact her via the CXPA web site.

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