CX Collective Advantage is the resource platform from CX Collective, the team that rebuilds support operations for growing companies.
Something on your team is quietly broken. Which one is it?
24 playbooks, each built to fix one specific problem in days, not quarters. Pick the one that's actually biting you.
Diagnosed by Ty Givens, 25 years running support teams
Single playbooks start at $79 · all-access is $997 · or try the AI Readiness Playbook free
Pick your starting point
Where most leaders start
The Coaching Program Playbook
Connect QA scores to coaching conversations that actually change behavior, instead of a scorecard nobody revisits.
- Playbook Download + Action Plan
- Final Review and Common Pitfalls
- Proving and Evolving Your QA Impact
- Coaching and Feedback That Drives Change
What CX leaders say
"A confidence-boosting, thought-provoking playbook for CX leaders making the transition from running plays to calling them."
A. Rios
The CX Leadership Playbook
"Every playbook gave me guidance on how to better lead my team. The part on presenting to leadership and telling a story was especially valuable."
R. Wilson
KPI Mastery Playbook
"One of the most comprehensive, forward-thinking, and approachable learning programs I have come across."
S. Skandalaris
Certified CX Operations Leader
All 24 playbooks
The CX Dashboard Playbook
Turn raw support data into a report your executive team trusts on sight, without rebuilding it by hand every week.
The CX Executive Board Reporting Playbook
Unlock the power of KPIs to redefine customer experience success. Learn how to measure, manage, and mitigate risk using the six executive-level metrics boards care about most, and how to present them with clarity and business impact.
The Email KPI Playbook
Transform your CX strategy with data-driven insights into the metrics that matter most. Learn how to divide KPI ownership between agents and managers, translate metrics into executive-ready insights, master email support KPIs (with a BrightTech Solutions case study), and roll out new KPIs to your team with confidence.
The KPI Mastery Playbook
Choose the handful of KPIs that actually drive decisions, instead of reporting on everything and explaining nothing.
The Live Chat KPI Playbook
Separate the metrics your agents control from the ones you control, so coaching targets the right person.
The Messaging KPI Playbook
Pick the right KPIs for SMS, WhatsApp, and in-app messaging, so you're measuring outcomes instead of volume.
The Phone KPI Playbook
Pick the phone support metrics that reflect agent performance, not just volume, so coaching conversations have something real to work with.
The Self-Service KPI Playbook
Measure whether your self-service is actually deflecting tickets, not just how many people click the help center.
The Social KPI Playbook
Set response-time and sentiment targets for social media support that match how the channel actually works, not how you wish it did.
The Strategic Ticket Tagging Playbook
Build a ticket tagging taxonomy that produces trustworthy reporting, so you stop arguing about what the data means.
The Strategic WFM Playbook
Build a forecasting and scheduling process that matches staffing to real demand, not last month's guess.
The CX Leadership Playbook
Shift from managing tasks to leading people, so your team stops waiting for instructions and starts solving problems without you.
The Coaching Program Playbook
Connect QA scores to coaching conversations that actually change behavior, instead of a scorecard nobody revisits.
The Escalation Management Playbook
Build a tiered escalation path so angry customers get resolved by the right person, not forwarded until someone gives up.
The Executive Presence Playbook
Build the cross-functional trust and communication habits that get your initiatives funded instead of tabled.
The Finding Your Executive Voice Playbook
Present support metrics to a CFO or CEO in the language they use to make decisions, not the language you use to run the queue.
The Support-to-Growth Playbook
Reposition support from a cost center to a growth engine by finding the revenue signals already sitting in your ticket data.
The Time Management Playbook
Reclaim your week with daily, weekly, and monthly rhythms that keep you out of the ticket queue and in the work only you can do.
The AI Knowledge Base Training Playbook
Structure your knowledge base content so an AI tool can actually use it, instead of surfacing outdated articles to customers.
The AI personalization playbook
Figure out whether AI-driven personalization is worth the effort for your team, and what you'd need to get right before launching it.
The AI-Ready CX Playbook
A comprehensive primer on applying AI in customer experience operations, covering automation, insights, and augmentation. Includes real-world case studies (H&M, Microsoft's Tay, Bank of America, AirAsia, Lyft, Starbucks) alongside hands-on worksheets for building an AI strategy, optimizing workflows, training your team, and overcoming resistance.
The BPO Management Playbook
Hold your BPO partner accountable to the metrics that actually matter, instead of managing the relationship like a vendor liaison who can't enforce change.
The Strategic BPO Playbook
Decide whether and when to outsource, run an RFP that surfaces the right partner, and negotiate a contract that holds them accountable.
Pricing
Not the right fit? Single playbooks can be swapped and all-access is refunded, within 7 days.
Category bundle
$299–$799
- All playbooks in one category
- Priced by category size, roughly half off buying individually
- Workforce & Reporting, Coaching & Leadership, or AI
- Templates + worksheets
- Completion certificates
All-access
$997
about $42 per playbook
- All 24 playbooks, plus new ones
- Templates + worksheets
- Completion certificates
Common questions
What's included in a playbook?
Step-by-step modules, editable templates, and a worksheet you complete inside the app, plus a completion certificate. Not a video course.
Can I buy one playbook or do I need all-access?
Either. Single playbooks are $149, except our shorter single-topic KPI playbooks (email, phone, live chat, social, self-service, messaging), which are $79. Playbooks in our larger categories, Workforce & Reporting, Coaching & Leadership, and AI, are also available as a category bundle priced by how many playbooks are in it (roughly half off buying them individually). All 24 are included with all-access.
Do purchases count toward all-access later?
Yes. Email hello@cxcollectiveadvantage.com and we'll credit what you've already paid toward an all-access upgrade.
How do I get access after I purchase?
Email hello@cxcollectiveadvantage.com with the playbook or tier you want and we'll set up your access, usually within one business day.
Can I get a refund?
Yes, within 7 days, as long as you haven't finished the playbook. Email hello@cxcollectiveadvantage.com to request it: single playbooks are swapped for a different one; all-access is refunded in full.
Built from real engagements
Not theory. Each playbook is the process used with CX Collective clients, written down.
Runs this week, not next quarter
Templates and scripts included. Start on module one and adjust as you go.
One buyer, 25 years in the seat
I'm Ty Givens, founder of CX Collective. Every playbook here comes out of running support teams, not researching them. More on LinkedIn.