The CX Live!

The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!

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The CX Live!

The CX Live! Episode 81: Connections Evolved: The Why Behind ABPM Becoming the Global Association of Customer Engagement Professionals with Elizabeth Simpson

January 13, 2025

Happy New Year! What a fantastic way to start 2025…with some amazing news! Elizabeth Simpson, President of the Global Association of Customer Engagement Professionals (GACEP, formerly ABPM), shares everything you want to know about why the decision was made to make this significant change after 30 years as the ABPM. We discussed this evolution including the ‘aha moments’ that the universe kept sending to confirm this was the right path. Elizabeth tells multiple stories about discussions with members, the Advisory Board and the European Leadership Council that helped inform the decision, as well as the necessary steps and the timeline for the transition. She also reinforces who the GACEP will continue to support at its core and which roles may naturally join the community over time. This trusted community remains essential in supporting programs to achieve their vision and provide valuable guidance, best practices and insights from real-world experiences.

Highlights

The impetus for changing the association's name to GACEP
Clear ‘Aha’ moments leading to the change
The process for change: confirming the new name
GACEP = Global Association of Customer Engagement Professionals
Who the GACEP will continue to serve
- Who we still are at our core
- Who we will welcome:
  - CAB Teams
  - Executive Sponsor Program Teams
  - Customer Insight Teams
  - Customer Reference Teams
- Who we are not (few to many)
How to pronounce GACEP > G-ACE-P
Symbolism of the new GACEP logo
The complete change will take time, please let us know if you find any locations or documents where the change from ABPM to GACEP has not been made

Resources

Guest Thought Leader

Elizabeth Simpson, President, Global Association of Customer Engagement Professionals (GACEP) (formerly ABPM)

Elizabeth has been with the association for nearly 25 years and took on the role of President in 2018. She works closely with Briefing and Customer Engagement Program teams to understand their challenges and opportunities, then works with the Global Association of Customer Engagement Professionals (formerly ABPM) team to provide the support, resources, and connections that will help GACEP members be successful now and in the future.