To partner with our clients and ensure success in achieving a unified, strategic service culture that integrates training, measurement and employee engagement strategies that are designed to optimize both internal and external customer experiences.


CXE inspires organizations to innovate and transform their service culture, ultimately delivering employee and customer experiences that boost employee engagement, spark customer delight and drive organizational success.

Vision Buttons_06-17-2020-05Values

We consistently follow our CXE service standards and behaviors both internally and with our clients. We are Courteous, Developmental, Responsive, Efficient, and Innovative.



Our Clients

Our effective solutions have proven to be the foundation for continued innovation that spans multiple industries:




Food and Beverage


Business & Government


Historic Overview

For over 25 years, organizations have trusted CXE, formerly Customer Service Experts (CSE), to help retool, rethink and reinvigorate their customer and passenger experiences. A recognized industry leader, CXE works with airports, food and beverage, retail, and business and government clients to create some of the most innovative and successful customer experience improvement programs in the nation. With a stronghold in the airport arena, CXE is known for designing strategic airport customer experience and service culture programs that span across all passenger-facing teams airport-wide. CXE has earned the trust of airport executives and service partners including airlines, security, TSA, retail, food and beverage, and duty-free operations teams in over 100 airports across North America.

CXE partners with clients to develop a plan that addresses their unique challenges and delivers results that positively impact the customer experience and the bottom line. Our targeted solutions are people-focused and are guaranteed to positively transform your customer experience.  CXE provides a comprehensive suite of solutions including Performance Management, Training, Recognition & Appreciation, and Leader & Manager Development programs.

CXE is headquartered in Annapolis, Maryland, and brings together some of the most successful customer experience professionals to help clients redefine their relationships with employees and customers and boost their revenue potential.


Our Environmental Sustainability Initiatives 

CXE strives to implement and maintain environmental and sustainable business practices. Since March of 2020, CXE has had its entire workforce transition to working remotely. While this was a result of the COVID-19 pandemic, by doing so, we were able to decrease greenhouse gas emissions, fossil fuel consumption, and air pollution. CXE working remotely has also created a reduction in paper waste and energy consumption. When CXE was operating in the office, we consistently recycled paper and plastic goods. We also participated in Anne Arundel County’s Recycling program and recycled all used toner cartridges. Our office also used water filters rather than water coolers. In addition to these sustainable initiatives, CXE also repurposed our unused office equipment and supplies, including laptops, printers, monitors, books, etc., by donating and or recycling those items. Sustainability is good for the planet and for business operations. 


Accreditations, Affiliations & Industry Associations

Updated MSPA-1

MBE/DBE/SBE certified in the state of Maryland and other cities and states.

Member:  ACI/AAAE CX Symposium Planning Committee

Member: ACI-NA Marketing & Communications Steering Group

Member: ACI/AAAE Customer Service Working Group

Contributing Consultant: The Transportation Research Board's ACRP Report: Evaluating the Customer's Perspective to Improve the Airport Customer Experience