#155 The Evolving State of Customer Experience: Insights and Future Trends

What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape?

This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The impact of this transformation is profound: The role of the CX professional is expanding, expectations are changing globally, and methods that once worked are being questioned. If you care about getting your organization, team, or career ahead of the curve, you’ll want to hear what’s unfolding—and what’s next.

Why should you listen to Greg Melia? As CEO of the CXPA, Greg is more than a thought leader—he’s a connector, advocate, and global influencer whose work directly shapes how companies and governments alike approach customer centricity. He and his team are pushing the boundaries of CX, integrating the latest research, championing AI-driven design, and framing the case for customer experience in terms the C-suite can’t ignore. If you want practical, future-facing insight from someone who leads the charge in building the future of CX, this is the episode for you.

Here are three questions Greg answers on the show:

• What are the most significant shifts happening in customer experience today, and how is the CXPA responding?

• How can CX professionals and organizations approach AI ethically and effectively to enhance—not replace—the customer’s voice?

• What does it take to earn C-suite respect for customer experience initiatives, and how can you build a business case that drives real outcomes?

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Meet Greg Melia

Greg Melia, CAE, is CEO of the Customer Experience Professionals Association (CXPA)—the premier global association dedicated to advancing the discipline of customer experience. Greg brings more than 25 years of association leadership to the table, having previously served at the American Society of Association Executives (ASAE) and held executive roles in strategy, membership, and organizational development.

Greg has shaped CXPA’s direction during a time of profound change, leading initiatives to define the competencies of customer experience, expand global reach, and harness technology—including AI—to serve both corporate and public sector needs. Under his guidance, the CXPA has launched global research, overhauled its brand, and rolled out innovative tools, certification programs, and learning experiences to unite and uplift CX professionals worldwide.

A frequent speaker and advisor on customer experience, leadership, and association management, Greg is recognized for fostering collaboration and creating professional communities that thrive in a rapidly changing world. He is committed to building the business case for customer centricity at every level and supporting the next wave of CX leaders as trusted advisors in their organizations.

Connect with Greg Melia on LinkedIn: Greg Melia, CAE

Show References & Resource Links

• Customer Experience Professionals Association (CXPA): https://cxpaglobal.org

• Certified Customer Experience Professional (CCXP) certification: CXPA CCXP Information

• CX Book of Knowledge on Amazon: Buy here

• CX Education courses (including “Becoming a Trusted Guide”): https://cxeducation.com/

• CX Day and upcoming white paper on AI in CX: CXPA Events

• Jason Barro, Bain & NPS Prism: NPS Prism – Bain & Company

• Connect with Greg Melia on LinkedIn: Greg Melia, CAE