Greg Melia on the Evolving State of Customer Experience

Customer experience is no longer a scrappy teenager. It's growing into a vital contributor to business results.

Greg Melia, CEO of the Customer Experience Professionals Association, sits at the center of the profession's evolution. He returned to share what he's seeing.

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Originally aired October 2, 2025 as Episode 155 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• How the CX profession is maturing

• The expanding role of CX professionals around the world

• How AI and business demands are changing methods

• Staying relevant as expectations change

A profession growing up

Greg's view from the CXPA gives a clear picture of where the field is headed, and what practitioners need to grow with it.

About the guest

Greg Melia is CEO of the Customer Experience Professionals Association.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.