Insights from CXPA’s CX Leaders Advance Conference: May 15-17, 2023 Orlando, Florida

CXPA Leaders Advance conference 2023

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. I had the privilege of presenting on the topic of “Design Skills to Master Change and Emotional Impact” during this event. In this article, I will share key takeaways and insights from this conference.

1. Collaborative Learning and Networking Opportunities:

CXPA’s CX Leaders Advance Conference provided a remarkable platform for collaborative learning and networking. It was inspiring to witness professionals from diverse backgrounds come together, exchange ideas, and forge connections within the CX community. The conference fostered an environment of knowledge-sharing, enabling participants to broaden their perspectives and deepen their understanding of customer experience.

2. Customer-Centric Strategies as a Driving Force:

Throughout the conference, a central theme emerged: the pivotal role of customer-centric strategies in delivering exceptional experiences. In my presentation, “Design Skills to Master Change and Emotional Impact,” I emphasized the significance of prioritizing customer needs and emotions. Attendees resonated with the idea that understanding and addressing customers’ emotional journeys can profoundly influence their overall experience. The concept of emotional design and its potential to create memorable experiences garnered enthusiastic response from the audience.

3. Leveraging Design Thinking for Customer Experience:

My presentation focused on harnessing the power of design thinking to shape customer experiences. I highlighted how incorporating design principles can help organizations uncover valuable insights, identify pain points, and develop innovative solutions. Attendees were eager to learn practical approaches to integrating design thinking into their CX strategies. The session sparked engaging conversations on the transformative impact of human-centered design in enhancing customer satisfaction and loyalty.

4. Change Management and Emotional Resilience:

Change is an inherent part of any organization, and addressing change management was crucial in my presentation. Attendees expressed keen interest in learning effective ways to navigate change and foster emotional resilience within their teams. By emphasizing the importance of empathy, communication, and collaboration, I provided practical strategies to help organizations embrace change while minimizing disruption to the customer experience.

5. Inspiration for Future CX Innovations:

CXPA’s CX Leaders Advance Conference served as a catalyst for inspiring future CX innovations. Attendees left the conference feeling motivated and energized to drive positive change within their organizations. The exchange of ideas, insights from fellow professionals, and exposure to emerging trends generated a collective sense of anticipation for the future of customer experience.


Participating in CXPA’s CX Leaders Advance Conference was a truly enriching experience. Delivering my presentation on “Design Skills to Master Change and Emotional Impact” allowed me to share my knowledge and passion for customer experience with an engaged audience. The conference provided an exceptional platform for collaborative learning and networking, underscoring the importance of customer-centric strategies, design thinking, and change management in creating remarkable experiences. I am confident that the insights gained from this conference will inspire innovation and drive positive change in the dynamic landscape of customer experience.

Mohamed Latib

Mohamed Latib

Mohamed Latib, Ph.D. is the founder and CEO of CX University. Mohamed has been involved in CX work for over 30 years. In his previous company that he co-founded he implemented customer feedback solutions for such brands as Kohl’s Department Stores, Fossil, TransUnion, The World Bank, Project Management Institute, Citi Bank and many others. He provided executive briefings going past key metric dashboards to identify strategic insights. Mohamed has also designed and delivered numerous CX workshops and training modules for Delaware North, Konica Minolta, Crowe Horwath, Singapore Post, Malaysia Telekom, and Reliant Energy among many others. He has led numerous culture transformation initiatives and has done senior executive development work for Air Products, Pennsylvania Power & Light, Siemens, Smithfield Meats, Dominion Textiles, Unisys, and others. The author of many articles and professional papers, Dr. Latib, holds an MS in Psychology, MBA and a Ph.D. in Business Administration (Organizational Behavior, Human Resources, and Strategy) from the Fox School of Business and Management, Temple University.

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