Resources
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.
All the Things
Every CX team has a growing list of customer pain points, employee feedback, and improvement ideas, but not everything can happen at once. In this article, Lauren Feehrer, CCXP explores how Agile thinking can help CX leaders prioritize effectively, reduce overwhelm, and turn insight into meaningful progress.
Customer Experience Is Growing Up: Eight Signals from CX Leaders Advance 2026
After traveling from Vietnam to attend CX Leaders Advance 2026 in Toronto, Lily Hang, CCXP reflects on eight themes shaping the future of customer experience—from business leadership and AI governance to journey management, customer vulnerability, and proving business impact.
When Everyone Has AI: The Future of Customer Experience After Personalization
As AI makes personalization commonplace, what will truly differentiate customer experiences? Rachel Cope, CCXP explores a future where trust, authenticity, ethics, and human values become more important than technology itself.
Two CX professionals walk into a coffee shop…
Ayman van Bregt (Netherlands) and Marineuza (Portugal) are both on the CXPA Europe Council. They met in person for the first time over coffee — and the conversation went exactly where you'd expect. ________________________________________