Harnessing the Power of Community

Welcome back to The A100 podcast! In this episode, recorded live at ASAE’s Annual Conference in Cleveland, O&U’s Meghan Henning sits down with Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA). Greg shares how CXPA has leveraged the power of its global community to drive significant initiatives and maintain a strong, inclusive culture despite being a small-staff association.

Key Highlights:

Building the CX Book of Knowledge: Greg shares the inspiring story behind the creation of the CXPA’s CX Book of Knowledge, a 322-page resource developed by 77 volunteers. This member-driven initiative has become a cornerstone for both new and seasoned customer experience professionals, providing invaluable insights, definitions and guidance. The success of this project highlights the power of community collaboration and the impact it can have on an association's reputation and value proposition.

Maximizing Impact with a Small Staff: Despite having a small staff, CXPA has achieved remarkable results by uniting and motivating its members around shared goals. Greg discusses the importance of leveraging the strengths of the community, as demonstrated by the creation of 14 books following the CX Book of Knowledge. This approach not only enriches the member experience but also establishes CXPA as a trusted source of knowledge and leadership in the customer experience field.

Inclusive Strategic Planning: Greg emphasizes the value of involving the broader CXPA community in strategic planning. Through a series of Zoom meetings, surveys and a steering committee, CXPA engaged over 1,200 members and non-members in shaping the organization’s future. This inclusive approach has not only informed the association's direction but also cultivated a network of advocates committed to achieving CXPA’s ambitious goals.

Expanding Global Reach and Inclusivity: Under Greg’s leadership, CXPA has grown from a small startup to a global organization with members in 70 countries. He discusses how the association has maintained a culture of inclusivity and belonging while expanding internationally, particularly through the use of virtual events and digital content. This shift, accelerated by the COVID-19 pandemic, has allowed CXPA to amplify diverse voices and ensure that all members feel represented and engaged.

Navigating Emerging Trends in Customer Experience: Greg touches on the evolving nature of customer experience and the importance of staying ahead of trends. He explains how CXPA is preparing its members to meet these challenges by fostering collaboration and providing tailored resources. From digital communication channels to personalized customer interactions, Greg highlights the need for associations to be agile and responsive to the changing expectations of their members.

Join us as Greg Melia offers valuable insights into how CXPA is harnessing the power of its global community to drive innovation, inclusivity and member value. Whether you're leading a small-staff association or looking to engage your members more effectively, this episode is packed with practical strategies and inspiration.

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