Resources
4 Pillars That Helped Me Prepare for CCXP
Thao Nguyen, CCXP, shares strategies that helped her prepare to achieve success on examination day.
Thinking About Becoming a Consultant? Consulting Isn't a Job. It's About Six Jobs.
Valerie Peck, CCXP, shares a candid look at the many roles consultants must play—and the business skills, financial planning, and self-awareness needed to turn expertise into a successful consultancy.
Brands Can Outsource Operations. They Can't Outsource Accountability for the Customer Journey.
Hadja Cherif, CCXP shares how the story of a delayed online purchase reveals why brands remain accountable for the customer journey—even when fulfillment depends on outside partners—and why coherent experiences matter for trust, loyalty, and business performance.
CXPA Proven Business Impact: A Leading International Technology and Services Provider - The Evolution of Invisible Service
How did an international technology and services provider turn complex customer relationships into more proactive, scalable experiences? Discover how stronger governance, unified customer insight, and early intervention reduced high-priority escalations by 75%, improved operational efficiency by 20%, and helped protect recurring revenue.
CXPA Proven Business Impact: Cybit - Building a CX Function to Strengthen Client Retention
How did an international technology and services provider transform reactive account management into measurable business value? Discover how its proactive approach achieved a double-digit reduction in client churn, sharply reduced high-priority escalations, and improved operational efficiency.
CXPA Proven Business Impact: An India-Based Online Skill-Gaming Company - Player Protection as a Growth Engine
What if protecting your most active customers also protected long-term revenue? An India-Based Online Skill-Gaming Company challenged the conventional wisdom that intervening when players show signs of financial distress would inevitably cost the business money. Instead, its work demonstrated that helping customers develop healthier, more sustainable behaviors can support both customer well-being and enterprise value. CXPA is pleased to recognize this work through our Proven Business Impact program.
CXPA Webinar: The Neurodiversity Gap in Experience Design
In this CXPA webinar, you'll learn how traditional CX tools can overlook neurodivergent customers and how to design more inclusive, flexible, and human-centered experiences.
CX Day Is Coming on Tuesday, October 6th: How Will Your Organization Mark the Occasion?
This article explores practical ways organizations have celebrated CX Day and offers guidance for planning activities that create lasting impact for customers, employees, and the business.
Building Capability Through the CCXP: A Message to Organizational Leaders
To make Customer Experience a true differentiating factor for your organization, it takes more than just technology and processes. It requires leaders equipped with the right expertise and support. The Customer Experience Professionals Association (CXPA) offers the CCXP certification, which can help you enhance and build your team's CX capacity. Learn why the CCXP is a trusted signal for leading brands across the globe.
CXPA Proven Business Impact: Aegon UK - Connecting with Customers
See how Aegon UK achieved business impact by building a culture in which every colleague understood who its customers were, what mattered to them, and how their own work shaped the customer experience - regardless of whether their role involved direct customer contact.
Customer Experience Intelligence Report, B2B Markets · 2024–2026
Drawing on more than 36,000 customer survey responses collected from 2024 through early 2026, this report from The Daniel Group provides CX benchmarks across several B2B market segments. It examines trends in NPS, overall satisfaction and dealer communication, while highlighting the factors most often driving customer satisfaction and dissatisfaction.
THE LEAKY FACTORY Why Your Churn Rate is a Rearview Mirror (& the Industrial Blueprint to prevent it)
Oscar Magnani, CCXP, explores why churn is a lagging indicator—and how industrial and manufacturing organizations can use operational, behavioral, and financial signals to identify risk earlier, strengthen retention, and protect long-term customer value.