About the CCXP Certification

The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

Eligibility

Anyone with a bachelor’s degree and three years of full-time CX-specific work experience is eligible to take the exam. An alternate pathway to eligibility is a high school diploma (or equivalent) and five years of full-time CX-specific work experience.

Core Competencies

The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2013. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Six competencies for CX were identified through the results of this analysis, and each area is represented by 10 to 14 questions on the 70-question exam:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

Preparation

To prepare for the exam, Candidates are encouraged to review the body of knowledge found at CXPA.org, and, to download and review the Candidate’s Handbook found therein.

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