Resources
Year One as a Customer Experience Leader
While there is a lot of anecdotal guidance for CX leaders as they take on new roles, CXPA believes in the power of research to ensure independent, consensus advice that can be trusted during a critical time. This report from Heart of the Customer, Quadient, and CXPA uncovers critical insights from CX Leaders during their first year on the job.
Live with CXPA: How Autodesk's Experience and Success Teams Partnered to Deliver Better Customer Outcomes
How can customer experience and customer success teams form more effective, collaborative partnerships to deliver better outcomes for their clients and their businesses? Join CXPA's Gabe Smith, CCXP as he welcomes Autodesk's Sandra Fornasier, CCXP, Head of Experience and Insights, and Sandeep Menon, Director of Customer Success, Americas, to outline their playbook for working together to deliver more value. If you're a B2B CX professional or simply want to form more effective alliances in your organization, you won't want to miss this event.
Live with CXPA: Measuring the Impact of CX
McKinsey research shows that a mere 15% of leaders are truly satisfied with their company's approach to measuring customer experience, and an even smaller 6% have faith that their systems support both strategic and tactical decisions. This widespread issue is a significant hurdle in securing funding for CX initiatives. Join CXPA's Gabe Smith, CCXP as he welcomes former Forrester Senior Analyst Michelle Beeson and JourneyTrack Founder & CEO Ania Rodriguez to offer actionable insights and transformative strategies you can put into practice today to improve outcomes for your organization.
Understanding the Journey of the 1st Year CX Leader: Sharing New Research
Discover how first-year CX leaders can set the stage for lasting impact—this conversation unpacks new research that maps the challenges, priorities, and strategies that define success in year one.
Live with CXPA: Using Customer Advisory Boards to Drive Impact
What is a Customer Advisory Board and why should CX professionals consider adding it to their job scope? What are its objectives, and how can it deliver ROI? Join Gabe Smith, CCXP, as he welcomes Maya Khalifeh, CCXP, to discuss how advisory boards can add value to CX transformation efforts.
CXPA CX Book of Knowledge Table of Contents
Table of Contents preview for the Book of Knowledge
CXPA's Job Seekers Guide
This practical guide helps CX professionals at every career stage navigate the job market with confidence. Inside, you’ll find advice on evaluating career goals, reskilling, building your network, and standing out in applications and interviews. Developed by experienced CX leaders, the guide provides reflection prompts, best practices, and tools to help you manage transitions and position yourself for long-term success in the customer experience field.
CCXP Candidate Handbook
Explore this valuable resource to enhance your customer experience practice.
Effective Collaboration Between CX and Product Development & Design: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the product development and design department, outlining how CX professionals can work more effectively with their product counterparts to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for product development and design, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and Data Owners: A Guide to Strengthening CX Together
This monograph provides a framework for working with data owners, data stewards, and data custodians within an organization, providing tips on how CX professionals and teams can work with a variety of data-related roles within an organization to ensure all data users have access to quality data as well as meet the strategic and operational objectives of the business.
Effective Collaboration Between CX and Business Improvement: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the business improvement team, outlining how CX professionals can work more effectively with their counterparts to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for business improvement, examines the role of CX in Lean Six Sigma and Agile, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Establishing Effective Governance and Sponsorship: A Guide to Strengthening CX Together
This monograph focuses on strategies and tactics that CX professionals can use to achieve greater organizational accountability for its CX transformation efforts. Key areas of focus include establishing authority for decision-making, allocation and management of resources, executive sponsorship, and the customer experience team's role in supporting these areas.
