Resources
Member Submitted Resource: Contextual Referral Likelihood & Rank-Based Referral Share (CRL–RRS)
This whitepaper by CXPA Member Mohammed Al Shawwa introduces the Contextual Referral Likelihood & Rank-Based Referral Share (CRL–RRS). This framework introduces a behaviorally grounded extension to traditional recommendation metrics.
Leading CX into the AI Era: A Strategic White Paper for Customer Experience Professionals
AI is transforming customer experience faster than any previous technology shift. This exclusive CXPA white paper provides vendor-neutral guidance to help you lead with confidence. Inside, you’ll find: • The 3 critical shifts CX leaders must embrace in the AI era • A roadmap for moving from pilots to full-scale transformation • Principles for ethical and responsible AI use • The new skills that you will need to succeed
The Pivotal Role of CX Education and Upskilling in Accelerating Customer Centricity Leadership: Joint Research from MCorpCX and CXPA
The Customer Experience Professionals Association (CXPA) and McorpCX unveiled joint research findings that reveal the pivotal role of customer experience (CX) education in driving greater customer-centricity and customer experience maturity across industries and company size. The report titled “The Pivotal