CXMPA, 2026 Educational Series.<br />
Thursday, November 19, 2026 at 12 PM Eastern

Register • 2026 Educational Series • Thursday, November 19, 2026, 12 – 1 PM Eastern

Betsy Keplinger, M-EDP

Technology Strategy, Consulting & Customer Success

Betsy brings more than 30 years of experience in the customer communications industry. Her career spans document composition, solution architecture, consulting, customer success, modernization, and organizational leadership.

Having worked with technology vendors, service providers, and enterprise customers, Betsy brings a broad perspective on the challenges organizations face in managing and evolving their customer communications environments. Her experience includes helping organizations understand their existing capabilities, improve processes, navigate technology changes, and develop the expertise needed to support their operations.

Betsy is actively involved with the Customer Experience Management Professionals Association (CXMPA), contributing to professional education, industry knowledge sharing, and the evolution of professional certification.

The Changing CCM Workforce: Why Knowledge and Experience Matter

Modernization and AI are changing how customer communications work gets done. But as organizations update applications, redesign workflows, and introduce new technologies, an important question emerges: What expertise must be preserved as organizational knowledge, and what skills need to evolve?

Decades of industry experience have shaped today’s complex customer communications environments, creating a depth of knowledge and expertise that remains essential even as technologies and job responsibilities change. As the workforce evolves, organizations must consider how to preserve critical knowledge, recognize the value of experienced professionals, and develop the skills needed to meet emerging requirements.

Whether you’re leading a team through change or considering your own professional development, this discussion offers practical perspectives on preserving industry knowledge, recognizing the value of experience, and preparing for the future of the CCM workforce.

In this session, we’ll explore:

- Preserve expertise as knowledge: Recognize the institutional knowledge and operational expertise organizations depend on, and understand the importance of capturing and transferring that knowledge as the workforce changes.
- Navigate workforce change: Understand how modernization and AI are reshaping CCM roles, and why experienced professionals bring valuable judgment, industry knowledge, and practical expertise to evolving organizational needs.
- Prepare for the future: Identify transferable skills, recognize development gaps, and explore opportunities to build the capabilities needed for emerging CCM roles.

By participating in this virtual event, you acknowledge that the event may be recorded. Recordings, transcripts, and related materials may be used by cXm Professionals for educational, promotional, and archival purposes without additional notice or compensation.

Complete the event registration form below:

Thank you for signing up!

Your registration has been recorded successfully. Event registration confirmation will be sent from address [email protected]

Found this useful? Share it.