This program is designed to prepare participants for the certification exam only.
The Certified Customer Experience Professional (CCXP) represents a globally recognized credential that validates advanced knowledge of customer experience strategy, governance, and measurement across organizations. It reflects a professional standard for structuring, managing, and sustaining customer centric systems aligned with international CX frameworks and maturity models. This training program presents structured frameworks, models, and analytical perspectives that define customer experience as a strategic and measurable discipline within modern enterprises.
Analyze the strategic role of customer experience within organizational value systems.
Classify core customer experience frameworks and professional standards.
Evaluate customer journey structures and experience measurement models.
Examine governance, culture, and leadership dimensions supporting CX maturity.
Prepare for the certification exam.
Customer experience managers and specialists.
Customer service and service quality professionals.
Marketing and customer engagement leaders.
Business analysts involved in customer insights and performance.
Conceptual foundations of customer experience management.
Evolution of CX as an organizational capability.
Distinction between customer service, customer satisfaction, and customer experience.
Strategic positioning of CX within enterprise strategy.
Global CX professional standards and competency domains.
Structural logic of customer journeys and touchpoint ecosystems.
Experience mapping models and journey governance structures.
Moments of truth and experience prioritization concepts.
Alignment between journey architecture and business objectives.
Integration of omnichannel experience perspectives.
Measurement frameworks for customer experience performance.
Voice of the Customer (VoC) systems and insight structures.
Key CX metrics and interpretive models.
Analytical links between CX indicators and business outcomes.
Data governance considerations in CX measurement.
Governance models supporting enterprise wide CX alignment.
Organizational culture and its impact on experience consistency.
Leadership roles in sustaining CX maturity.
Cross functional coordination and accountability structures.
Professional ethics and standards in customer experience management.
Overview of CCXP certification requirements and objectives.
Reviewing key topics and concepts covered in the exam.
Sample exam questions and their potential answers.
Resources and materials for further study.