Find A CX Resource

Get insights on burning questions in our "Top Thoughts from Customer Experience Experts" e-book!

This resource will help you create a CX team that is ready to succeed. Read about preferred qualifications, knowledge, skills and abilities for specific roles. Also, learn about how the responsibilities of each role relate to CXPA's CX Competency Framework and specific requirements of CX roles to help advance your CX career. 

It can be overwhelming to find relevant, unbiased CX resources to help move your work forward.

CXPA is here to help.

Our Topic Guides--CXPA members who are Certified Customer Experience Professionals--have curated our most relevant, popular articles, whitepapers, and webinars to bring you the very best information on topics that are critical to your success.

Check out some of CXPA's very best resources on a critical topic: establishing CX governance.

Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Resources:

• WEBINAR: Evolution or Revolution? The Journey to CX Rock Stardom
• WEBINAR: The Survey is Dead: A Survival Guide for CX
• WEBINAR: Where Do We Go From Here? Taking Your CX Program Forward
• WHITEPAPER: Using Nudge Theory and Social Styles to Positively Impact Business
• WEBINAR: What are Your Filthiest CX Habits? And How Can You Break Them?
• WEBINAR: Forget Leadership--Middle Managers are your Path to CX Success
• WEBINAR: Trust--The New CX Battleground

Concentrix helps some of the world’s best brands create better experiences and build stronger relationships with their customers. Our VOC software and analytic services help companies listen, analyze and act on customer feedback, improving experiences across journey stages and touchpoints. We help our clients build an internal culture of CX, extend their teams' impact and generate a quick return on investment – no matter how complex the environment.

Resources:

• WEBINAR: Closing the Customer Feedback Loop: Avoid These Costly Missteps
• EBOOK: CX Program Success: Understanding the Real Role of VOC Software 
• WEBINAR: Emotional Intelligence: The Key to CX Culture Change
• EBOOK: How to Become a CX Superhero

Customer Bliss helps companies become unforgettable. They guide them to unite their leadership and organization to deliver experiences that earn admiration, growth and prosperity - and demystify what specific actions they need to take, to achieve these outcomes.

Resources: Coming Soon! 

MaritzCX is customer and employee experience management for big business. We help increase customer & employee retention by ingraining experience-driven insight and action into organizations.

Resources:

• WEBINAR: CX Programs: Your Top 3 Questions
• WEBINAR: Tips for Capturing Customer Feedback in a Mobile World

Quadient, a Neopost Digital Company, provides technology that enables organizations to create better experiences for their customers through timely, optimized, contextual, highly individualized, and accurate communications for all channels.

Resources:

• WEBINAR: 3 Steps to Improving Customer Loyalty
• WEBINAR: Customer Experience Doesn't Only Happen Online
• WEBINAR: Move From Delivering a Message to Building Interactions

Bond is a Marketing & Customer Experience Business.

Great experiences create Bonds that build loyalty. Each event has the opportunity to create an experience that will create engagement and over time, build loyalty.

Resources:

• REPORT: COVID-19 Consumer Loyalty Tracker Study

At InMoment, the customer experience is at the heart of everything we do. Find out more about our company, our people, and what drives us.

Resources:

• WEBINAR: From Information to Innovation: Using Customer Data to Drive Product Innovation

Topbox Conversation Analytics unifies data from every customer communication channel and VoC platform for analysis as a single data set. Intelligent classification and machine learning contextualize conversations based on your organization’s products, business processes, and trending topics, for easy discovery and tracking of the root causes behind customer behavior and sentiment.

Resources: Coming Soon! 

CallMiner is a proud provider of speech analytics solutions for improving agent performance and customer intelligence. Founded in 2002, CallMiner pioneered the speech analytics industry. With our years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.

Resources:

• WHITEPAPER: Leveraging Emotion to Improve CX & Elevate Contact Center Performance

NICE Satmetrix is the leading global provider of customer experience management software for companies who know that customer experience drives success. Turn to us for software that helps you drive customer loyalty, satisfaction, and business results using a customer-journey focused approach.

Resources: Coming Soon! 

Usermind, the leader in Experience Orchestration (XO), is changing the way enterprises use what they know about customers to actively shape experiences in real-time. With Usermind’s XO Platform, enterprises can monitor customers and orchestrate 1:1 experiences across channels, systems and teams

Resources: Coming Soon! 

Verint, The Customer Engagement Company™, partners with more than 10,000 organizations worldwide, including more than 80 percent of the Fortune 100, who trust our solutions and services to power actionable intelligence across their enterprises. Verint’s broad Voice of Customer (VoC) solutions empower businesses to run enterprise-strength programs that capture, analyze and act on customer experience feedback, while automating and operationalizing CX.

Resources:

• WEBINAR: Listen, Analyze, Act: How CVS Delivers Meaningful CX for Every Interaction, Every Day

Cravety unifies data from existing yet disparate applications and applies behavioral science and logic models to help organizations capture more value from their investments.

Founded in 2018, Cravety helps organizations improve productivity and engagement through deeply personalized customer experiences and employee experiences.

Resources:

• WHITEPAPER: The Virtual Leader’s Single Most Powerful Strategy for Productivity
• WHITEPAPER: Key Findings of the Motivator Insights Assessment Correlated to Critical Organizational Performance Metrics
• VIDEO: Cravety Motivator Insights Explainer

Thematic was founded in 2016, after the founders, Dr. Alyona Medelyan and Nathan Holmberg, realized that companies receive vast amount of feedback, but aren’t able to understand what customers want and what’s driving customer metrics such as NPS and CSAT. Thematic now helps companies across 6 countries and 4 continents understand their customers. Customers include Fortune 500 companies like ManpowerGroup and CBRE, global enterprises such as Vodafone and Air New Zealand, as well as Silicon Valley unicorns like Stripe and DoorDash. Thematic is backed by YCombinator, AirTree, Hoku, and Silicon Valley angel investors.

Resources:

• WHITEPAPER: How to Get Buy-In from Decision Makers to Truly Improve Customer Experience
• WEBINAR: Winning CX Buy-In: What’s Working? What’s Not?
• WEBINAR: Proving the ROI of CX: How Greyhound Used Customer Feedback to Get Buy-In and Increase NPS

At Terragni, we solve some of the most complex human engagement strategic challenges that organizations face. Our solutions are creative, interdisciplinary, detailed, and connect seemingly disparate dots. Our implementation drawing on neuroscience and behavioral science is grounded, rigorous, and connected to hard-nosed business outcomes. The more complex the challenge, the more we like to get our hands onto it.

Resources:

• Customer-Centric Culture: The India Story
• The Patient Experience in India
• Making it Easy: The India EAS Index

West Monroe is a different consulting firm – one that challenges our clients to push beyond their limits. Our unique ability to blend business acumen and technical expertise is driven by consultants and practitioners who understand how to leverage technology to address business objectives. Together, we’ll create solutions to confront your industry’s toughest issues and transform your business. That’s our uncommon blend.

Resources:

• WHITEPAPER: Quantifying the ROI of CX

Awards International believes winning their CXA awards creates wonderful possibilities for personal and professional growth. This is something they aim to share more and more throughout the world as they grow over the next ten years.

Resources:

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