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CXPA is proud to publish community-developed, consensus resources to help support CX professionals in driving better CX outcomes. 

These publications are only possible due to the contributions of time and thought leadership of over 120 authors and reviewers.

Online reading of the CXPA Publications is included as a CXPA member benefit. If you prefer to have a file that you can download and save to your computer, or a professionally printed copy of any of the publications, you may purchase your order on this page. Please note, it may take up to 24 hours for new members to receive online viewing access. 

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The CXPA CX Book of Knowledge - First 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.

Read the Introduction by Gabe Smith, CCXP and Greg Melia, CAE

Read the Foreword by Executive Editor Heather Gillbanks, CCXP

Review the Table of Contents

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The CXPA CX Book of Knowledge - 1st Edition, Revised

Digital Download ($99.95)

Printed Softcover ($199.95)

Effective Collaboration Series

The CXPA Effective Collaboration Series: A Guide to Strengthening CX Together is a series of monographs written to build understanding and facilitate improved collaboration between specific organizational units and CX teams to deliver improved customer experiences and better business outcomes.  Each monograph is written in a way that it can be read by professionals in each unit to build shared language and goals.
Cover of CX and Marketing Monograph
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.

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Effective Collaboration
Between CX and Marketing:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



CX and Finance cover
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.

Order
Effective Collaboration
Between CX and Finance:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



CX and Sales cover
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.

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Effective Collaboration Between
CX and Sales, Account Management, and Customer Success:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)

CX and operations cover
Effective Collaboration Between CX and Operations: A Guide to Strengthening CX Together
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.

Order
Effective Collaboration
Between CX and Operations:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



CX and Customer Service Cover
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.

Order
Effective Collaboration
Between CX and Customer Service:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



CX and IT Cover
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.

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Effective Collaboration
Between CX and IT:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



CX and C Suite cover
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.

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Effective Collaboration
Between CX and the C-Suite:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)



Effective Governance and Sponsorship Cover
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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Establishing Effective Governance and Sponsorship: 
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)

Effective Collaboration Between CX and Product Development & Design Book Cover

Effective Collaboration Between CX and Product Development & Design
This monograph focuses on the roles and responsibilities of the product development and design department, outlining how CX professionals can work more effectively with their product counterparts to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for product development and design, 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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Effective Collaboration Between CX and Product Development & Design:

A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)

CX and Product Development & Design Book Cover

Effective Collaboration Between CX and Data Owners: A Guide to Strengthening CX Together
This monograph provides a framework for working with data owners, data stewards, and data custodians within an organization, providing tips on how CX professionals and teams can work with a variety of data-related roles within an organization to ensure all data users have access to quality data as well as meet the strategic and operational objectives of the business.

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Effective Collaboration Between CX and Data Owners:
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)

Effective Collaboration Between CX and Business Improvement Book Cover

Effective Collaboration Between CX and Business Improvement: A Guide to Strengthening CX Together
This monograph focuses on the roles and responsibilities of the business improvement team, outlining how CX professionals can work more effectively with their counterparts to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for business improvement, examines the role of CX in Lean Six Sigma and Agile, 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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Effective Collaboration Between CX and Business Improvement: 
A Guide to Strengthening CX Together

Digital Download ($44.95)

Printed Softcover ($79.95)

Building Diversity, Equity, and Inclusiveness Book Cover

Building Diversity, Equity, and Inclusiveness into a Customer Experience Ecosystem
Although multiple business-focused DEI publications exist, none focused on CX. This book seeks to fill that gap and provides a resource for businesses and individuals looking to build stronger relationships with their customers and employees.  A diverse cross-section of customer experience professionals from around the world created this resource built around CXPA's CX Competency framework to help you make the case for developing strategies to deploy within your CX initiatives to incorporate diversity, equity, and inclusiveness into a customer experience ecosystem.

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Building Diversity, Equity, and Inclusiveness
into a Customer Experience Ecosystem

Digital Download ($0.00)