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CX Case Studies

CXPA's Proven Business Impact Case Study program is designed to provide external, independent recognition for the demonstrated business impact through quality use of customer experience business strategies.   An independent panel of judges, made up of CXPA members, reviews case study information provided by an applicant organization. Key metrics, including ROI factors, are assessed alongside the description of activities and their impact on customers, employees, and organization performance. Case studies that meet the program standards as determined by the judges panel are awarded recognition as a CXPA Proven Business Impact Case Study. To learn more about how your organization can submit a Case Study, please see the information at the bottom of this page.   This directory provides real-world examples of successful customer experience strategies and their business impact that have received CXPA Proven Business Impact regonition since August 2024.

Resources

Showing 1-12 of 21 resources
Leanpay—Driving OpEx and Customer Loyalty with AI-Powered Support
CEO & Others
Sep 22, 2025

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.

Case Study
Advanced
Customer Insight and Understan...
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Proven Business Impact
Optimum — Leveraging Customer Experience Transformation to Drive Loyalty and Revenue Growth
CEO & Others
Sep 22, 2025

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.

Case Study
Advanced
Experience Design, Improvement...
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Proven Business Impact
MedSênior — Empowering Aging Through Digital Inclusion
CEO & Others
Sep 22, 2025

MedSênior — Empowering Aging Through Digital Inclusion

MedSênior launched “Technology with Purpose and Generational Impact”, a program combining digital transformation with social inclusion.

Case Study
Advanced
Experience Design, Improvement...
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Proven Business Impact
Marsh McLennan — Enterprise-Wide CRM Modernization and Intelligent Customer Engagement
CEO & Others
Sep 22, 2025

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.

Case Study
Advanced
Experience Design, Improvement...
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Proven Business Impact
GGRM Law Firm—Building Trust and Growing Business
CEO & Others
Sep 22, 2025

GGRM Law Firm—Building Trust and Growing Business

In October 2023, GGRM launched a Client Experience (CX) Team tasked with restoring consistent, empathetic, and proactive communication throughout the client journey.

Case Study
Advanced
Experience Design, Improvement...
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Proven Business Impact
Al Masaood Automobiles - Designing for Trust by Rewiring Culture, Systems, and Strategy Around the Customer
CEO & Others
Sep 22, 2025

Al Masaood Automobiles - Designing for Trust by Rewiring Culture, Systems, and Strategy Around the Customer

AMA recognized that evolving customer expectations and a saturated automotive market were rendering traditional differentiators—such as product and price—insufficient. To remain competitive, AMA needed to shift from a product- and process-led approach to a dynamic, customer-centric model rooted in trust, empathy, and aligned action.

Case Study
Advanced
Customer Experience Strategy
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Proven Business Impact
Platforms Code, A National Design System for Governmental Entities of Saudi
CEO & Others
Sep 22, 2025

Platforms Code, A National Design System for Governmental Entities of Saudi

Platforms Code was launched as a unified national design system to standardize government interfaces. Built collaboratively with public and private stakeholders, it introduced 75+ reusable components, templates, and shared design guidelines to reduce complexity, improve accessibility, and boost efficiency.

Case Study
Advanced
Experience Design, Improvement...
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Proven Business Impact
Blue KC’s Solve for X Program
CEO & Others
Aug 15, 2025

Blue KC’s Solve for X Program

Blue KC undertook a comprehensive transformation to improve operational efficiency and align its services with customer needs. The initiative focused on reducing customer effort, enhancing service delivery, and driving measurable improvements in both customer experience and business outcomes.

Case Study
Advanced
Customer Experience Strategy Experience Design, Improvement...
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Proven Business Impact
Uberization – Customer Doorstep Service Fulfillment for Dialog Axiata Customers
CEO & Others
Aug 15, 2025

Uberization – Customer Doorstep Service Fulfillment for Dialog Axiata Customers

The Uberization initiative was launched to transform the field service fulfillment model. This project aimed to create an intelligent, scalable platform for automating field team assignments and empowering freelance agents to self-manage their schedules and tasks based on skill and territory.

Case Study
Advanced
Customer Experience Strategy Experience Design, Improvement...
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Proven Business Impact
The Power of Customer Journey Mapping and Customer Education in SaaS Companies - RD Station
CEO & Others
Aug 15, 2025

The Power of Customer Journey Mapping and Customer Education in SaaS Companies - RD Station

To address this challenge, RD Station implemented an end-to-end customer journey mapping project, identifying experience gaps and customer pain points. The solution focused on reducing churn through a Minimum Viable Product (MVP) of a new Customer Success operation, which included a comprehensive customer education strategy targeted at key personas, such as sales managers and salespeople.

Case Study
Advanced
Customer Experience Strategy
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Proven Business Impact
Softchoice Responsiveness Initiative
CEO & Others
Aug 15, 2025

Softchoice Responsiveness Initiative

The Responsiveness Initiative was launched in 2021 as part of a company-wide effort to enhance customer satisfaction and differentiate Softchoice from its competitors. The focus was on improving the speed and quality of responses to customer inquiries and requests, backed by data analysis showing a strong correlation between responsiveness and NPS performance.

Case Study
Advanced
Customer Experience Strategy Metrics, Measurement, and ROI
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Proven Business Impact
RD Station – A New Customer Experience in the Digital Age
CEO & Others
Aug 15, 2025

RD Station – A New Customer Experience in the Digital Age

RD Station launched the Digital CS initiative, integrating scalable digital touchpoints with a robust customer education program. The new service model, which was led by CX and targeted to Customer Success improvements, aimed to enhance efficiency, reduce churn, and maintain high levels of personalized customer interactions.

Case Study
Advanced
Customer Insight and Understan... Customer Experience Strategy
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Proven Business Impact

Share Your Success Story

Adam Person

Sharing our customer experience transformation through CXPA's case study program gave us incredible visibility in the industry. We've had multiple organizations reach out to learn from our approach.

Adam Person CX Manager, CXPA
Adam Person

Being featured in the CXPA case study library not only showcased our achievements but also helped us connect with other CX leaders facing similar challenges. The recognition has been invaluable for our team.

Adam Person CX Manager, CXPA
Adam Person

The case study submission process was straightforward, and the final publication exceeded our expectations. It's become a powerful tool for demonstrating our CX maturity to stakeholders and prospects.

Adam Person CX Manager, CXPA

Ready to Share Your Impact?

Your organization's customer experience achievements can inspire and educate the global CX community. Submit your case study to our Proven Business Impact program to be featured in our library and gain recognition for your CX excellence.

Submit Your Case Study View Guidelines

Making the Most of Case Studies

Look for Patterns

Review multiple case studies in your industry to identify common successful approaches and recurring themes.

Extract Practical Tools

Many case studies include downloadable templates, questionnaires, and frameworks you can adapt for your organization.

Share with Your Team

Use case studies in team meetings to spark discussions about how similar approaches might work in your context.

Access All Case Studies and Templates

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Frequently Asked Questions

All case studies in our library are submitted directly by organizations or their partnering CX agencies and consultants. Each submission undergoes a thorough validation process by the CXPA team, including verification of reported metrics, business outcomes, and implementation details. We require supporting documentation and references to ensure accuracy and authenticity. This rigorous vetting process ensures that you can trust the approaches and results described in our case studies.
These case studies are designed to inspire, educate, and provide practical examples of effective CX strategies. CXPA members may use these case studies for internal presentations, training, and planning purposes. Many include downloadable templates, frameworks, and tools that you can adapt for your specific needs. We encourage you to look beyond the results to understand the underlying approaches, identifying elements that can be adapted to your specific business context while respecting the proprietary information of the featured organizations.
Yes! CXPA welcomes case study submissions from organizations that have demonstrated meaningful business impact through customer experience initiatives. To be considered for our Proven Business Impact program, your case study should include quantifiable results, a clear methodology, and lessons learned. The submission process is straightforward and includes a template to guide you through the required information. Visit our 'Submit a Case Study' page for detailed guidelines and the submission form. Both members and non-members can submit case studies.
Yes, CXPA members have access to extended versions of most case studies, which include additional details on implementation methodology, challenges encountered, specific technologies used, and comprehensive results data. Many also feature downloadable templates, frameworks, and tools that were used in the featured initiatives. The extended case studies often include interview transcripts with key stakeholders, providing deeper insights into the strategic thinking behind the initiatives. To access these enhanced resources, log in with your CXPA member credentials.

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