Resources
Four ways CXEducation.com can support your growth throughout your career
Customer experience professionals enter the field from different places—and their learning needs continue to change throughout their careers. See four ways CXPA can support your success.
CX Day is October 6th--Here's 3 Ways You Can Use the Day to Build Organizational Support
Explore opportunities to celebrate progress, engage colleagues, and build support for customer experience.
The gap between what organisations think customers want from AI and what customers actually say
Andre Prins says the gap between assumption and reality turns out to be measurable, and the numbers are more revealing than most internal debates about AI strategy tend to be.
I Only Passed CCXP After Changing How I Think
Thao Nguyen, CCXP, shares how she shifted her thinking to overcome obstacles and achieve success on the CCXP exam.
The Accelerated Customer Journey: How AI Is Compressing Time, Expanding Risk, and Redefining Leadership
James McIntyre, CCXP, explores how AI is compressing the customer journey while creating new risks for trust, governance, and business performance.
Warmth Is Not Customer Experience: The Revenue Cost of Friction
This article challenges GCC organizations to look beyond hospitality and examine the operational friction that can erode customer loyalty and revenue. Balakrishna Murthy makes the case for treating friction as a financial measure and connecting CX performance more directly to business results.
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.
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.
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.
Understanding Leading and Lagging Indicators in Customer Experience
This article explores the difference between leading and lagging indicators in customer experience, highlighting how operational, behavioural, contextual, and emotional signals can help CX teams predict outcomes and act before dissatisfaction affects loyalty, retention, or revenue.