VIDEO Benefits of becoming a CCXP include:
Validates credibility and expertise
Provides a framework for advancement
Increases marketability
Demonstrates commitment to continuous improvement
Many resource providers inappropriately use the terms “Certified,” “Accredited,” or “Accreditation” when the resource offered does not meet the rigor of measurement against an independent criterion of proficiency. Further, because there are many CX courses and certificate programs available, it is important to carefully consider the skills and qualifications of the program provider. The Customer Experience Professionals Association (CXPA) has established its Recognized Training Provider program to make that selection easier for you by evaluating RTPs against a tough set of quality standards. CXPA has also published a guide to “Choosing the right resources to strengthen your CX knowledge and programs.”
VIDEO Here are four key questions to ask as you navigate the CX credentials landscape:
Was the resource developed through a broad, consensus based process in alignment with industry standards for workplace credentials and does it properly represent itself?
What rigor is reflected in the qualifications and assessment process of the credential?
What is the reputation, reach, and track record of the resource provider?
Do you have evidence that the credential is valued by employers?
VIDEO From the CXPA website:
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 customer experience (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.
For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.
For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.
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Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.
The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.
The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.
The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2020. 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. Five competencies for CX were identified through the results of this analysis, and each area is represented by 13 to 20 questions on the 100-question exam:
Customer Experience Strategy
Customer Insights & Understanding
Culture & Accountability
Design & Improvement
Metrics & ROI
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Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.
No matter who your key stakeholders are — external customers, internal customers, partners, team members, and so on — you’re creating a customer experience for them.