Resources
Building CX Credibility Through Quality Research: A Guide for CX Professionals
Many CX practitioners draw on seemingly impressive facts, widely shared social media posts, engaging keynote assertions, or slides from snazzy pitch presentations when seeking to build understanding, trust, and support. But what is the impact on understanding, trust, and support if quoted research is irrelevant—or worse, simply wrong? That is the problem this guide addresses. Compiled through the collaborative work of customer experience management (CXM) pioneers from across the globe, we designed this guide to help CX practitioners identify and use quality research to build support for customer experience, in the right way, at the right time. It is an essential guide for professionals seeking competence in leveraging high-quality research.
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.
CXPA Technology Partner Spotlight: JourneyTrack's Storytelling AI
Explore this valuable resource to enhance your customer experience practice.
Silent Signals: Rethinking Communication in CX
Have you ever been in a rush, running through a busy airport, straining to hear announcements related to your flight? Take a moment to think about what that experience would be if you couldn’t hear any of it. In a world where sound dominates com...
CX Day 2025 Reflections: United States Regional Council
Four members of CXPA's U.S. Regional Council reflect on the role of today's CX professional in utilizing CX practices to drive business impact through AI transformation and leadership changes.
NRG – Transforming the Transitioned Customer Experience
In deregulated energy markets, when one provider exits the market, its customers are often transitioned to another provider. NRG inherited thousands of such “transitioned customers”—customers who never actively chose NRG and often began their journey confused, skeptical, and disengaged. These customers were more likely to:...
NPS "Top 10"
In early 2024, NRG undertook a complex system integration effort affecting billing, account management, customer care, and digital customer experiences. Despite preparation, the rollout caused significant disruptions—billing errors, login issues, and system data irregularities—which frustrated customers and led to surging call volumes and a sharp decline in customer satisfaction.
Ingram Micro — Driving Business Growth and Customer Loyalty Through a Closed Loop System
In 2023, Ingram Micro implemented a unified, closed-loop system within its digital platform. Executed in three phases (Discovery & Design, Build & Pilot, Rollout & Change Management), the initiative created a scalable model for capturing, acting on, and tracking customer feedback.
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
Inclusive CX: Connect Direct Improves CX for Deaf Customers
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CCXP Completed Sample Application
Completed sample application for initial certification application
ADA Testing Accommodations Packet
Explore this valuable resource to enhance your customer experience practice.