Resources
Célébrer nos progrès. Façonner l’avenir. | Celebrating Progress. Shaping What’s Next.
Le président de CXPA Canada, Larry Leung, revient sur les moments forts de la Journée de l’expérience client et invite la communauté à façonner l’avenir de la profession. CXPA Canada Chair Larry Leung reflects on CX Day highlights and invites the community to help shape what comes next for the profession.
Every number on your dashboard was once somebody’s afternoon
Andre Prins explores what reassuring dashboard scores can hide—and shares practical ways to reconnect CX metrics with the people, stories, and outcomes behind them.
Customers are people, not transactions
What builds loyalty beyond the next transaction? Rachel Cope, CCXP, shares reflections from London’s Engage Customer Summit on creating memorable experiences, planning for friction and understanding the people behind the data.
Thinking About CCXP? Here's Where to Start.
Maybe CX Day got you thinking about becoming a Certified Customer Experience Professional (CCXP). Maybe you’ve already started an application—or you’re ready to put an exam date on the calendar. Wherever you are, there are resources and people who can help you take the next step.
What Can You Learn from Award-Winning CX Transformations?
Understanding where customers are struggling is one part of leading CX work. Helping an organization act on that understanding (and demonstrating what changed) is another. The 2026 CXPA CX Impact Award winners offer useful examples of how those pieces can come together.
Inclusive CX: Global Diversity Awareness Month
Who gets overlooked when customer experiences are designed around assumptions? Members of CXPA’s Inclusive CX Committee share real-world stories revealing how inclusive CX can reduce friction, uncover missed opportunities, and deliver stronger business outcomes.
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.