Resources
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.
CXPA Webinar: Your Path to Recognition: CCXP, Proven Business Impact, and Awards International
Explore how the CCXP, Awards International, and Proven Business Impact recognize excellence in customer experience and help advance the profession.
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.
Understanding the Journey of the 1st Year CX Leader
Discover how first-year CX leaders can set the stage for lasting impact—this conversation unpacks new research that maps the challenges, priorities, and strategies that define success in year one.
Turn CX Insights into Budget: How to Prove Value That Gets Funded (Presented in Partnership with Alchemer)
The CX Metrics That Move Budgets Watch Alchemer's CFO and CMO in this free on-demand webinar focused on proving CX value to finance.
Mastering Your Consultancy
Mastering Your CX Consultancy Build, Launch & Scale with Confidence Avoid costly mistakes and gain the blueprint to creating a profitable consultancy.
Making Personas and Journeys Data-Driven and Actionable
Making Personas and Journeys Data-Driven and Actionable Making Personas and Journeys Data-Driven and Actionable Course Description Together, we will explore how to make personas and journeys more…
ICX2026 Conference Recordings: Full Access Pass
ICX2026: Full Conference Experience Where academic research meets industry practice At the intersection of academic research and industry practice, the International Conference on Customer Experience…
From Customer Insight to Capital Market Impact: How CX Creates Enterprise Value
CX to Capital Market Impact How CX Creates Enterprise Value Featuring Michaela Gallina Founder & CEO, On Course Consulting; former CEO and CFO Customer experience leaders are often asked to…
CXPA Webinar: Double Your Growth With CX: Overcoming Customer Friction to Fuel Growth
Double Your Growth with CX Customer experience is often viewed as a driver of satisfaction and loyalty—but what if it's also one of your organization's greatest untapped growth opportunities? In this…
CXPA Webinar: Chat with your Research--Lessons From Building a Virtual Customer
Pricing: Free for CXPA Members | $49 for Non-Members Chat With Your Research: Lessons From Building a Virtual Customer This session explores how generative AI can make existing research and insights…
CXPA's Measures, Metrics, and Business Value Course
CXPA's Measures, Metrics, and Business Value Course COURSE CEUs – 3.5 Duration – 3.5 hours Date – On Demand Content Level – Intermediate Course Description Translating engagement to business results…