leadership Archives

Inclusive CX: Beyond Representation to Transformation – Your 2026 Readiness Guide

One of the things that brought me great fulfilment this year was to serve as Chair of the Inclusive CX Committee (formerly the Diversity Advancement Committee) at the CXPA. As my term comes to a close this December, I find myself reflecting on the evolution our thinking has undergone throughout 2025. The name change wasn't [...]

0 Shares

Slowing Down: Why Gratitude is a CX Strategy

by Sue Duris in Customer Experience, Gratitude 0

This year, my husband and I traveled to Italy. We wandered through Venice's canals, explored Florence's art and architecture, visited Pisa, and spent time in Rome taking in its ancient streets and iconic landmarks. Like many visitors, we were drawn to the Trevi Fountain, the Spanish Steps, the Leaning Tower—the places that have witnessed centuries [...]

0 Shares