CXPA launches certification initiative for customer experience professionals

March 27, 2014

The Customer Experience Professionals Association , an international nonprofit organization created to guide and enhance the growing field of customer experience management, has announced the public launch of its certification initiative. Under the new program, candidates' mastery in the CX field will be rigorously tested, and successful practitioners will earn the designation of Certified Customer Experience Professional, the company said in a press release. Certification is open to all; CXPA members receive discounts on the examination fees.

The CCXP certification is not tied to a specific training course in the CX industry nor to any specific technology platform. As an unbiased third party that provides definitive standards and best practices for CX management, the CXPA says it has worked to deliver an independent certification program that evaluates an individual's knowledge, skills and competency based on job-related criteria.

A public webinar featuring Parrish Arturi of Fidelity Investments, CXPA co-chair and leader of the CCXP development effort, will provide details about the CCXP and the process to obtain the certification, on Thursday, April 2, at 9 a.m. PDT (noon EDT; 5 p.m. BST). There is no charge to attend, but registration is required.

"The availability of the CCXP designation is an evolutionary milestone for our field, and the CXPA is proud to be able to offer CX practitioners the opportunity to obtain these professional credentials," said Arturi. "We're grateful for the assistance provided by the many professionals involved, including most recently the CXPA members who beta tested the examination. Going forward, having earned the CCXP designation will provide a meaningful professional status that employers can count on, and that individuals can be proud to achieve."

There are three stages on the road to CCXP designation: application and acceptance; examination registration and successful completion; and credentials use and maintenance. The CXPA offers materials for people who have decided to seek the CCXP designation, such as an exam day checklist and sample questions. The experiences of some early CCXPs are posted on the CXPA "Lessons Learned" blog, for additional background.

The initial CCXP level is aimed at manager level practitioners. It covers a core set of CX competencies: Customer Centric Culture; Organization Adoption and Accountability; Voice of the Customer/Customer Insight and Understanding; Experience Design, Improvement and Innovation; Metrics, Measurement and ROI; and CX Strategy.

CCXP recipients will receive "recognition kits" to enable them to promote themselves, and the CXPA will offer a searchable public directory of CCXPs to assist job-seekers and hiring companies.

Topics: Customer Experience

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