Proven Business Impact Case Study program

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. Case studies can be submitted at any point in the year, and recognition will be made once judging review is complete. Additionally, each year on CX Day a select number of exceptional Proven Business Impact Case Studies will be recognized with CXPA's Impact Award recognition. To learn more about how your organization can submit a Case Study, please see the information at the bottom of this page.  

The CXPA Proven Business Impact Case Study was launched in August 2024.  As of CX Day 2024, a total of 11 case studies were granted recognition as CXPA Proven Business Impact. Three were further selected as 2024 CXPA Impact Award Winners as exemplary demonstrations of CX business impact. Each of these organizations have delivered better outcomes for customers, employees, and organizations through the implementation of sound Customer Experience strategies and tactics. 

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2024 CX Impact Award Winning Case Studies

Seddiqi Properties, headquartered in Dubai, UAE, is a CXPA CX Impact Award recipient based on their VEST Initiative. Through a comprehensive Customer Journey Mapping initiative, the team identified critical customer touchpoints and pain points. 

Federated Co-operatives Limited (FCL), headquartered in Saskatoon, SK, Canada, is a CXPA CX Impact Award recipient based on their New Member Experience Program. The initiative focused on three key areas: introducing online membership signup, streamlining welcome packages, and enhancing cash back and equity communication. 

Capital One Canada, a subsidiary of Capital One, is a CXPA CX Impact Award recipient based on their Road to CSAT 80 initiative. The initiative focused on increasing accountability across contact centers, empowering frontline agents, and closing high-impact customer pain points. 

Proven Business Impact Case Studies

Submit Your Organization's Case Study

We invite you to share the CX initiatives you and your team instrumented and their impact on business results, especially operational and financial impacts.

Proven Business Impact recognition evaluates how your efforts have delivered measurable business outcomes, such as increased revenue, efficiency, or customer satisfaction. This recognition acknowledges professionals who demonstrate clear, tangible results in their roles. 

Throughout the year, CXPA will recognize case studies demonstrating Proven Business Impact. On CX Day - Tuesday, October 7, 2025 - CXPA will spotlight three of these exceptional examples for special recognition with the CX Impact Award. Achieving Proven Business Impact recognition is the first step toward being considered for the award. 

For all case studies that earn Proven Business Impact recognition, we will work with you to share your story in a way that communicates how your efforts drove business success while also honoring your organization's communication preferences and confidentiality.


What are we looking for?

We are looking for organizations that have delivered better outcomes for customers, employees, and organizations through the implementation of sound Customer Experience strategies and tactics. Submissions should clearly demonstrate a link between CX initiatives and measurable business impacts, such as improvements in revenue growth, profitability, customer retention, and operational efficiency. Your case study will contribute to the collective knowledge of effective CX practices that significantly drive business impact.

Who can submit?

We encourage submissions from organizations of all sizes and industries across regions worldwide. We accept submissions from:

  • CX practitioners working within brands
  • External CX consultants hired by brands
  • CX technology and service providers who are supporting brands

Whether you are a small startup or a large multinational corporation, if your organization has successfully implemented CX strategies that have led to measurable business outcomes, we invite you to share your story.

How will it be judged?

Submissions will be reviewed by an international panel of your peers. The case studies will be evaluated based on the following criteria:

  • Clarity and completeness of the case study
  • Demonstration of measurable business impact
  • Alignment of CX initiatives with organizational goals and objectives

To protect the confidentiality of the process and information provided, each judge will sign a confidentiality and Non-Disclosure Agreement (NDA).

What information do I need to have to submit?

CXPA has created a template that CX professionals can use to craft their submissions. 

Download Case Study Template

Where do I submit?

Submit your case study here:

Submit Case Study

Please note, there is no cost associated with submitting a case study for Proven Business Impact recognition. 

What's the deadline?

You can submit your case study for consideration of  Proven Business Impact recognition at anytime. We anticipate announcing winners quarterly. Additionally, all case studies that earn Proven Business Impact recognition by July 31, 2025 will automatically be considered for the annual CX Impact Award, which will be announced on CX Day - the first Tuesday in October.

If the judging panel offers feedback on how your submission can be enhanced to qualify for Proven Business Impact recognition, a timeline for the required revisions will be provided. Typically, the expected timeline for receiving updated materials is between 3 to 6 months. Please note that case studies previously submitted are not eligible for resubmission. 

If you have any questions or are in need of assistance, please reach out to us at info@cxpaglobal.org.