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 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.

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.

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.

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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.

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.

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.

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.

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.