Case Study: Customer Experience Professionals Association achieves increased member engagement and a cohesive community experience with Higher Logic

CXPA Elevates the Customer Experience with Community

The Customer Experience Professionals Association (CXPA) is a global non-profit founded in 2011 to advance the customer experience profession. Rapid growth to thousands of members exposed shortcomings in its digital presence: a clunky, siloed platform and a manual Expert Panel process made forums, resources and member engagement difficult to use, and a separate corporate website created a confusing, inconsistent experience.

CXPA partnered with Higher Logic (and later eConverse for a site redesign) to launch an integrated community in May 2014 featuring discussion forums, a searchable resource library, mentor-matching, community blogs and city meet-up microsites. The result was strong, member-driven engagement — 11,500 logins in the first year, nearly 100 discussions in the first month and over 1,000 in year one, 100 mentor matches in the inaugural year, hundreds of resources and noticeably increased traffic and positive member feedback.

Customer Experience Professionals Association

Bruce Temkin

Co-Founder