Resources
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
Inclusive CX: Connect Direct Improves CX for Deaf Customers
Explore this valuable resource to enhance your customer experience practice.
CCXP Completed Sample Application
Completed sample application for initial certification application
ADA Testing Accommodations Packet
Explore this valuable resource to enhance your customer experience practice.
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.
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.
MedSênior — Empowering Aging Through Digital Inclusion
MedSênior launched “Technology with Purpose and Generational Impact”, a program combining digital transformation with social inclusion.
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.
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.
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.
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.
CXPA's CX Book of Knowledge, 1st Edition, Revised
Rooted and structured in the 2013 and 2020 psychometric job analysis studies of the CX leader role, CXPA's CX Book of Knowledge provides over 300 pages of clear, practical guidance on terms, processes, and theory essential to understanding customer experience. Organized into the five sections of the CXPA CX Framework (Customer Experience Strategy; Customer Understanding and Insights; Design, Implementation, and Innovation; Metrics, Measurement, and ROI; and Culture and Accountability), the book is written as a thorough, approachable primer that has the value of an academic textbook told through the informed voice of experienced CX professionals. To help provide deeper understanding, the book draws not only on seminal and contemporary CX works, but also on insights and theories from etymology, psychology, design, law, marketing, finance, innovation, change leadership, project management, and total quality management to name a few. This revised edition offers updated graphics and contributor information. This edition features insights from 42 global contributors representing diverse industries and regions, including: Ahmad Samir, Aileen Zink, CCXP, Akisia Grigsby, Alicia Freites, CCXP, Anita Siassios, CCXP, Ashima Bhagat, Brett Sharp, Catherine Gauthier, CCXP, Cathy Lipop, CCXP, Christopher Miller, CCXP, Dave Seaton, CCXP, DeAnn Campbell, Diane Magers, CCXP, Dragana Crevar, Erna Alfred Liousas, CCXP, Esther Mustow, Greg Kihlstrom, Heather Gillbanks, CCXP, Howard Lax, Jennifer Koffie, Jeff Lojko, Jerry Pasierb, CCXP, Karen Riordan, Karan Thaker, CCXP, Larry Leung, Lancelot Sequeira, Marc Karschies, CCXP, Marc Mandel, CCXP, Matteo Todesco, Michelle Sawa, CCXP, Mike Wittenstein, Muneer Mubashir, Nancy Ortenburg, Patty Soltis, CCXP, Rajith Nair, CCXP, Rania Mehwi, CCXP, Ray Killebrew, Sophia Frey, CCXP, Suzanne Kinney, CCXP, Teena Kurian, CCXP, Venkata Dasari, CCXP, and Victor Musiwa, CCXP.