CXPA Awards Recognize Eleven Case Studies for their Proven Business Impact

CXPA set out to find organizations that have delivered better outcomes for customers, employees, and organizations through the implementation of sound Customer Experience strategies and tactics. These measurable business impacts included such improvements as increased revenue growth, profitability, customer retention, and operational efficiency. Submissions were received from companies in a wide range of industries from across the globe. An expert panel of judges, led by Greg Tucker , CCXP and Alex Reis, CCXP assessed submissions, determining if there was sufficient proof provided to reflect meaningful business outcomes from the CX initiatives.

Eleven case studies were awarded status as "CXPA Proven Business Impact" case studies. Three were further selected as 2024 CXPA Impact Award Winners as exemplary demonstrations of CX business impact. The CXPA Proven Business Impact case studies, listed with a key supporting fact from their submission, are:

CXPA Proven Business Impact

1. Autodesk removed 47 customer barriers that resulted in new sales and an 8% reduction in customer support cases per 1,000 monthly active users – and generated $1.5M+ in operational cost savings.
2. Bishop-Wisecarver saw a 26% increase in overall company revenue between 2017 and 2022.
3. Dialog Axiata grew operational expenditure savings from $760K in 2020 to $11.47M in 2024.
4. LexisNexis increased Net Point of Sale contribution delivered through the Customer Operations team 400% from 2022 to 2024, with continuing growth.
5. Softchoice saw a projected $8.4M cash flow benefit driven by reduced churn and higher opportunity win rates.
6. RD Station reduced monthly recurring revenue churn over 2% after project launch.
7. RD Station’s product adoption improved by 3%.
8. Dialog Axiata achieved LKR 80.47 million in cost savings, with LKR 71.68 million in opportunity cost savings.

The three companies recognized as both CXPA Proven Business Impact and 2024 CXPA Impact Award Winners are:

2024 CXPA Impact Award Winners

1. Federated Co-operatives Limited experienced 70% year-over-year growth in online memberships from June 2023 to May 2024.
2. Seddiqi Properties increased occupancy rates from 76% (2021) to 97% (2024 year to date).
3. Capital One Canada saw a 14% reduction in 48-hour callback rate, lowering operational costs and improving first-contact resolution.

Learn more about these Case Studies at https://www.cxpa.org/advance-your-career/awards

And, thank you to the full international panel of judges:

Julia Ahlfeldt , CCXP Africa (South Africa)

Heather Gillbanks, CCXP USA (IN)

Akisia Grigsby USA (NJ)

Oliver West, CCXP Middle East (UAE)

Ashima Bhagat Asia (India)

Stephanie Bidgood, MBA USA (OH)

Dave Seaton , CCXP USA (TX)

Eldon Phukuile ? Canada (Vancouver)

Thomina Voziki, CCXP Europe (Greece)

Valerie Peck , CCXP USA (NC)

Shaughn Houston ? Canada (Toronto)

Shorouk M. Ali, MBA, CCXP Middle East (Kuwait)

Shruti Chopra, CCXP USA (NC)

Have a proven CX business impact to share? We're accepting submissions now for rolling CXPA Proven Business Impact consideration. Every CXPA Proven Business Impact case study is automatically considered for the 2025 CXPA Impact Award program.