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ACXPA CX Hub
Every CX tool, template and calculator in one place
Diagnostics, calculators, journey and persona templates, job descriptions, frameworks and case studies.
Built by practitioners, for the people who actually have to do the work.
Or create a free account — no credit card.
The CX Hub at a glance
- 21CX resources in this hub
- 10free to use, no account needed
- Monthlylive CX Roundtable, free to watch
- 25%member saving on live CX Skills courses
CX Roundtable
A free monthly panel where senior CX practitioners take one real problem — a stalled programme, a metric nobody trusts, a journey that keeps breaking — and talk through what they tried, what failed and what actually moved the number.
Free to watch live. Members also get every past session on demand, with searchable transcripts and executive summaries.
Two ways in. Both show you everything.
Nothing is hidden from you here — every one of the 21 resources stays on the page whether you can open it today or not, so you can see exactly what is behind a membership before you decide anything.
Pick the closest match. We will narrow the catalogue below to what people in that job actually reach for.
Free * free to use, with more unlocked by Individual or Business Membership.
Diagnostics & health checks 3 resources
Find out where your CX actually sits before you spend a dollar changing it.
- CX Maturity Pulse Check Five questions for a fast read on where your CX maturity sits, before you commit to the full audit.Free
- Customer Persona Readiness Calculator Ten questions on whether your personas are fit for purpose — and what to fix before you invest further.Free
- CX Maturity Audit 42 questions across six pillars. Maturity score, spider chart of the gaps, and a roadmap generated from your weakest pillar.Individual Members
CX calculators 7 resources
The numbers a CX business case is built from — retention, churn, lifetime value, ROI and survey confidence.
- Customer Lifetime Value Calculator Retention-based CLV. The number most CX business cases start from.Free
- Customer Lifespan Calculator How long customers typically stay, from your churn rate. A required input for CLV.Free
- Customer Churn Rate Calculator Turns “we should improve retention” into a number your CFO will engage with.Free
- Customer Retention Rate Calculator The headline measure of whether CX work is actually paying off.Free
- Net Promoter Score Calculator Score, promoter/passive/detractor split and segment view.Free *
- ROI Calculator How to calculate CX return on investment, with the pitfalls that get business cases rejected.Free *
- Survey Sample Size Calculator How many responses you need — and how reliable the survey you already ran actually is.Free *
Templates, frameworks & tools 4 resources
Start from something a practitioner has already built rather than a blank page.
- Customer Persona Template Single-slide editable PowerPoint: photo, traits, pull-quote, demographics. Ready for a workshop wall.Subscriber
- Customer Journey Mapping Template PowerPoint built for real journey work — stages, touchpoints, emotions, pain points and opportunities.Individual Members
- Human Centered Design Framework One-page Double Diamond reference card: Discover, Define, Develop, Deliver, and the output of each phase.Individual Members
- Customer Persona Wizard Seven-step guided wizard on Jobs To Be Done and the Strategyzer canvas. Up to 25 personas, autosave, branded PDF export.Business & Vendor
Guides & case studies 2 resources
How other organisations actually built a CX programme, and what it took.
- How to Build the Foundations of a CX Program Twelve pages on designing and embedding a CX programme — the building blocks, in the order they need to happen.Individual Members
- Tennis Australia CX Strategy & Insights Nineteen-page case study on how a major sports organisation built and ran its CX programme.Individual Members
Hiring & role design 3 resources
Editable Word job descriptions with responsibilities and CX expectations already written.
- Job Description — Head of Customer Experience Leadership scope, governance expectations and the capability requirements for a Head of CX.Individual Members
- Job Description — CX Analyst Analysis, insight and reporting responsibilities for a CX analyst role.Individual Members
- Job Description — Customer Journey Designer Journey and service design responsibilities, with the CX expectations spelled out.Individual Members
Live sessions & the library 2 resources
Practitioners talking about what is actually working, live each month — and every past session on demand.
- CX Roundtable A free monthly panel where senior CX practitioners work through one real problem — what they tried, what failed, what moved the number.Free *
- Member Bytes Short-form video insight from senior practitioners — one idea, a few minutes.Subscriber *
Build the capability, not just the toolkit
Tools only go so far. CX Skills, ACXPA’s official training partner, runs live CX courses led by senior practitioners.
Join a public course online, or bring a private course to your team. ACXPA members save 25% on every live public course.
CX Management Fundamentals
Daniel Ord · 4 × 5 hours · Live online
The five CX disciplines behind the CCXP® certification: strategy, insights, culture, design and metrics. For anyone leading, or stepping into, a CX role.
View course and dates →Customer Journey Mapping Workshop
Humind · 2 × 3.5 hours · Online or onsite
Map an end-to-end journey, find the moments that matter and leave with a prioritised plan. Includes a toolkit and three one-on-one coaching sessions.
View course and dates →CX Management for Team Leaders
Daniel Ord · 2 × 4.5 hours · Live online
What CX means for the people who run the floor. Turns journeys, voice of customer and CX metrics into everyday coaching and team conversations.
View course and dates →Public courses run live online. Private courses are delivered online or onsite for your team.
CX Maturity Audit
Forty-two questions across six pillars — Strategy & Governance, Data & Insights, Experience Design, Tech & AI, Culture & Enablement, Measurement & ROI. You get a maturity score, a spider chart of where the gaps are, and a roadmap generated from your weakest pillar.
Re-run it every 90 days and it compares against your last audit, so you can show movement rather than assert it. Peer benchmarking activates as more organisations in your country, industry and size band complete it.
- Scored on five stages: Reactive, Defined, Aligned, Proactive, Predictive
- Pillar-by-pillar spider chart
- Roadmap generated from your weakest pillar
- 90-day re-audit with a comparison PDF
- Peer benchmarking by country, industry and size
What membership actually gets you
One membership, every ACXPA hub — not just CX.
The locked resources on this page
Every member-only item in the catalogue above, from the CX Maturity Audit to the journey and persona templates, the job descriptions and the full ROI calculators.
Seven more hubs
Customer Service, Call Centre, Complaints Handling, WFM, Coaching & Performance, Benchmarking, and Training & Onboarding — each with its own toolkit. See what is in each.
The live sessions and the library
Monthly CX and Call Centre Roundtables, the complete searchable library with transcripts and executive summaries, and the full Member Bytes library.
Training
15+ self-paced courses with certificates, included with membership. Members also save 25% on live CX Skills public courses, including the CX courses above.
Become an ACXPA Member
One membership opens every hub, the live sessions and the full library. Individual Membership is for one named person; Business Membership covers your team.
What is Customer Experience?
Customer Experience (CX) is how customers perceive your organisation across every interaction — service, digital journeys, policies, operations, complaints, billing, and the outcomes they walk away with. It is both a discipline with its own frameworks and standards, and a shared responsibility across product, service, technology and operations.
In some organisations CX is a dedicated function with strategy, research, design and analytics. In others it is spread across service, contact centre and digital teams. Either way it shows up in the numbers: retention, advocacy, cost-to-serve, complaint volumes and revenue.
When journeys are unclear, policies inconsistent or service hard to reach, effort goes up — for customers and for staff. That becomes higher cost, more complaints, repeat contacts and lost revenue. CX work makes those mechanics visible and fixable, and ACXPA exists to give practitioners the tools and benchmarks to do it without rebuilding from scratch every time.
If you own customer service performance, contact centre operations, digital journeys, complaints and recovery, voice of customer, personas and research, journey mapping, or CX strategy and governance — you are doing CX.
Practical CX writing, by practitioners
Strategy, journey design, voice of customer, personas, operating models and measurement — written to help you make a decision, not to fill a content calendar.
Cut Customer Service Costs Without Cutting Corners
Nicholas Kontopoulos |Customer Experience (CX) |0How to cut customer service costs without cutting corners — smarter tech, agent tools and automation that protect the relationship.
Customer Experience Statistics You Can Actually Cite
ACXPA |Customer Experience (CX), Industry insights |0Customer experience statistics — every one dated and linked to the organisation that ran the research. Filterable by topic and region, with the most-recycled unsourced stats called out and removed.
How to create a seamless digital experience across touchpoints
ACXPA |Customer Experience (CX), Digital CX |0A seamless digital experience means customers move across touchpoints without friction or repetition. Six practical ways to design one.
20 Complaints Management Tips to Improve your CX
Justin Tippett |Customer Service, Contact Centre Managers, Contact Centres, Customer Experience (CX) |0Complaints are a whole-business issue, not a frontline afterthought. 20 practical complaints management tips across people, process, measurement and technology — reduce cost-to-serve and turn complaints into insight.
Everyone has an opinion on CX; a strategy turns it into action. How to create a customer experience strategy — understanding customers outside-in, the four steps, measuring with NPS, CSAT or Effort, and the pitfalls to avoid.
A journey map built alone describes your assumptions. Two real projects — in education and finance — on why the room has to build it with you.
Customer service no longer stops at the phone. The benefits of omnichannel customer service, and the channels that let customers reach you their way.
A persona is a semi-fictional character built on research. Skip the research and you've drawn a portrait of your own assumptions.
Your CX Hub is waiting,
This page is designed for visitors and subscribers. As a member you have access to the full CX toolkit, deeper diagnostics, roundtable archive, Member Bytes library, and the complete member dashboard — all in one place.
Looking for something specific? The Member CX Hub has shortcuts to diagnostics, tools, downloads, replays, and community — organised so you can find what you need fast.
