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Launch of Customer Experience Professionals Assn (CXPA) NZ

Launch of CXPA in New Zealand

Date: EMBARGOED UNTIL Wednesday 5 October 2016, 06:00 NZST

Press Release: CXPA


Launch of Customer Experience Professionals Assn (CXPA) in New Zealand

Auckland New Zealand

Wednesday 5 October 2016

5 October, global Customer Experience (CX) Day, sees the launch of New Zealand’s first dedicated Customer Experience community to support the growing number of customer experience professionals, at a breakfast event in Auckland this morning.

In association with the Customer Experience Professionals Association (CXPA) three of New Zealand’s founding CX practitioners will form the CXPA New Zealand chapter to support local organisations and CX managers.

Jane Treadwell-Hoye, CCXP (Founder of epifani), Sue Atkins, CCXP (Founder of Connections) and Tony Hillson, CCXP (Founder of Service Design NZ) have more than 30 years collective CX experience and are all Certified Customer Experience Professionals (CCXP).

Jane, Sue and Tony 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 CXPA.

What is the CXPA?

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

The CXPA supports the professional development of its gmembers and advances the field by providing shared best practices, tools and techniques; education opportunities; developing standards; offering networking opportunities; promoting the industry, and creating a better understanding of the discipline of Customer Experience.

Why CXPA in New Zealand?

”Internationally, the field of Customer Experience has matured. 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.” said Jane Treadwell-Hoye

It’s an exciting time of growing awareness of CX in New Zealand. Some of us have been working on CX programmes with businesses and local authorities for a number of years, but many organisations are just beginning to recognise the social and commercial importance of delivering great experiences to their customers.

Jane went on to explain “we mean ‘customer’ in its widest sense, as well-designed patient, charity donor, or student experiences can have huge impact on the operational effectiveness of an organisation. It’s not just about businesses and larger commercial enterprises; non-profits and small businesses can also benefit from being more people-centric in their approach.”.

“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.” said Jane Treadwell-Hoye.

Jane, Sue and Tony are looking forward to welcoming people to be part of CXPA NZ.


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