Resources
Guide to Responsible Leadership and Governance of AI Implementation
Explore how CX professionals and leaders can shape AI strategy, balance automation with human judgment, and establish clear accountability. This guide helps organizations make responsible AI decisions that support customer trust, employee readiness, and sustainable business value.
Guide to Responsible AI Implementation and Operations
Explore how to put responsible AI strategy into practice through employee training, effective safeguards, and ongoing oversight. This guide helps CX professionals and operational teams scale AI use while protecting customer trust and improving outcomes.
Executive Guide to Responsible AI Implementation
Explore how leaders can guide responsible AI implementation while keeping customer needs, employee trust, and business outcomes at the center of decisions. This executive guide outlines key questions to ask, the role of CX professionals, and how to balance AI capabilities with human judgment.
Customer Experience Intelligence Report, B2B Markets · 2024–2026
Drawing on more than 36,000 customer survey responses collected from 2024 through early 2026, this report from The Daniel Group provides CX benchmarks across several B2B market segments. It examines trends in NPS, overall satisfaction and dealer communication, while highlighting the factors most often driving customer satisfaction and dissatisfaction.
CX at an Inflection Point | And What Academia and Industry Must Fix Together (ICX2026 Whitepaper)
This white paper is a collaborative output of the 2026 International Conference on Customer Experience (ICX2026) — Asia’s first conference bridging Customer Experience academia and industry practice. It draws on primary research conducted through structured questionnaires completed by 22 CX leaders, practitioners, academics, and CXPA members across 12 countries and territories in the Asia-Pacific region and beyond. The paper presents findings from speakers and CXPA Asia Council members who contributed their perspectives ahead of the conference. A subsequent edition will incorporate delegate responses collected during and after the event, producing the final published version. All findings are anchored to the CXPA Customer Experience Book of Knowledge framework, covering Customer Insights & Understanding, CX Strategy, Metrics & ROI, Experience Design & Innovation, and Culture & Accountability.
Building CX Credibility Through Quality Research: A Guide for CX Professionals
Many CX practitioners draw on seemingly impressive facts, widely shared social media posts, engaging keynote assertions, or slides from snazzy pitch presentations when seeking to build understanding, trust, and support. But what is the impact on understanding, trust, and support if quoted research is irrelevant—or worse, simply wrong? That is the problem this guide addresses. Compiled through the collaborative work of customer experience management (CXM) pioneers from across the globe, we designed this guide to help CX practitioners identify and use quality research to build support for customer experience, in the right way, at the right time. It is an essential guide for professionals seeking competence in leveraging high-quality research.
Member Submitted Resource: Contextual Referral Likelihood & Rank-Based Referral Share (CRL–RRS)
This whitepaper by CXPA Member Mohammed Al Shawwa introduces the Contextual Referral Likelihood & Rank-Based Referral Share (CRL–RRS). This framework introduces a behaviorally grounded extension to traditional recommendation metrics.
Leading CX into the AI Era: A Strategic White Paper for Customer Experience Professionals
AI is transforming customer experience faster than any previous technology shift. This exclusive CXPA white paper provides vendor-neutral guidance to help you lead with confidence. Inside, you’ll find: • The 3 critical shifts CX leaders must embrace in the AI era • A roadmap for moving from pilots to full-scale transformation • Principles for ethical and responsible AI use • The new skills that you will need to succeed
The Pivotal Role of CX Education and Upskilling in Accelerating Customer Centricity Leadership: Joint Research from MCorpCX and CXPA
The Customer Experience Professionals Association (CXPA) and McorpCX unveiled joint research findings that reveal the pivotal role of customer experience (CX) education in driving greater customer-centricity and customer experience maturity across industries and company size.