Copyright 201x | Duplication of this product and its content in print or digital form for the purpose sharing with others is prohibited without written permission from the Customer Experience Professionals Association.
CXPA Publications Available to Read Online
The publications available for CXPA members to read online are listed below. To open and view a document, you must be logged in using the same email and password that you use to access the CXPA website. (Login is accessed in the right-side frame or via the Menu.) Once logged in, simply click on the hyperlinked publication title to open the document. Need assistance? See Online Help & Support.
If you would like to have a digital or printed copy, please visit https://www.cxpa.org/bookstore to make a purchase.
CXPA's CX Book of Knowledge--1st Edition
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.
Effective Collaboration Between CX and Marketing: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the marketing department, outlining how CX professionals can work more effectively with their marketing counterparts to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for marketing, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and Finance: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the finance department, outlining how CX professionals can work more effectively with their finance teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for finance, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and Sales, Account Management, and Customer Success: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the sales, account management, and customer success departments, outlining how CX professionals can work more effectively with these teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for these departments, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and Operations: A Guide to Strengthening CX Together
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This monograph focuses on the roles and responsibilities of the Operations department, outlining how CX professionals can work more effectively with their Operations teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for Operations, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and Customer Service: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the customer service department, outlining how CX professionals can work more effectively with their customer service teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for customer service departments, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and IT: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the IT department, outlining how CX professionals can work more effectively with their IT teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for IT departments, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Effective Collaboration Between CX and the C-Suite: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the C-Suite, outlining how CX professionals can work more effectively with their leaders to achieve business and customer goals. The book outlines common titles, business challenges, and success metrics for C-level leaders, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.
Establishing Effective Governance and Sponsorship: A Guide to Strengthening CX Together
This monograph focuses on strategies and tactics that CX professionals can use to achieve greater organizational accountability for its CX transformation efforts. Key areas of focus include establishing authority for decision-making, allocation and management of resources, executive sponsorship, and the customer experience team's role in supporting these areas.
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