Resources
CXPA Proven Business Impact: American Medical Association - Clearing the “Log Jam” from the Login Experience
How did the American Medical Association remove barriers to digital access and unlock value for millions of users across its online ecosystem? Discover how a cross-functional, customer-centered approach reduced friction, accelerated digital innovation, and delivered measurable impact across key business and customer metrics.
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 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.
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.
Leanpay—Driving OpEx and Customer Loyalty with AI-Powered Support
Leanpay launched a phased AI-powered support initiative in May 2023, leveraging GPT-4o integrated with HubSpot’s CRM. The initiative spanned 11 months and centered on deploying “Lea,” an AI-powered virtual assistant, into the customer-facing email support pipeline by April 2024.
Optimum — Leveraging Customer Experience Transformation to Drive Loyalty and Revenue Growth
With a new CEO and leadership team, Optimum launched a sweeping transformation program spanning 20+ projects across care, digital, and sales functions.
MedSênior — Empowering Aging Through Digital Inclusion
MedSênior launched “Technology with Purpose and Generational Impact”, a program combining digital transformation with social inclusion.
Marsh McLennan — Enterprise-Wide CRM Modernization and Intelligent Customer Engagement
Marsh McLennan executed a multi-year enterprise-wide program to modernize engagement and improve efficiency.