CX Touchpoints Group
Certified Customer Experience management Professional (CCXMP)
About the Program
This training covers 8 core modules that give you an in-depth understanding of customer service processes and key competencies needed by customer experience professionals. It is recommended to complete the Level One certification before taking this certification program. However, participants can take both levels I and II certifications together.
Program level: Level II Certification of the Customer service career development program.
Certifying body: Chartered Management Institute UK
Modules:
- Introduction to Customer Service and Experience Management.
- Customer-Centric Culture.
- Know Your Customer (KYC).
- Communication Skills for CX.
- Customer Experience Models.
- Digital Customer Experience.
- CX Metrics, Measurements and ROI.
- Employee Experience & CX Code of conduct.
What are the learning objectives?
- Understand the concept of customer service, its characteristics and how customer satisfaction is a resource to be valorized.
- Understand the advantages of being a customer-centric organization and how to become a culturally fit employee.
- Understand what motivates customers and how to manage their perceptions and emotions.
- Learn the basic communication skills needed to be efficient as a customer experience professional.
- Understand the steps companies go through in the customer experience management cycle and how to map customer experiences through different touchpoints.
- Know the different metrics used to quantify and measure customer experience variables at the different stages of the customer lifecycle.
- Understand what goes into an efficient digital customer experience, how to engage customers across different channels and achieve an Omnichannel experience.
- Master the strategies for implementing good internal customer experience and how to transform employees into brand ambassadors.
- Master the CX Touchpoints Group code of standards for CX Professionals
Evaluation: At the end of each module, participants have a task that they must work on and submit. This task is evaluated to access the participants understanding of the module. The certification exam consists of 100 multiple-choice questions. This is broken down into 10 questions per module and 20 case study questions. To obtain a pass the candidate must score at least 75%.
Certification obtained: Certified Customer Experience Management Professional Certification. This certification attests that the candidate has undergone intensive customer experience management training, has acquired the essential skills needed to be a valuable customer service team player, has acquired advanced skills needed to handle customers and perform the function of a customer care representative.
Participants are awarded the CCXMP designation which they can update on their CVs and professional profiles to demonstrate their customer service and experience management aptitude.
Training and certification fee: 450,000F (€700) (Live online & Blended)
[The Registration fee of 20,000F must be paid to book the training. The remaining 430,000F can be paid in two installments.]
Face-to-face is organized only upon request. The cost of training and certification starts at 850.000F/Person depending on specific training needs.
Congratulations
Our Newly Certified Professionals
Upcoming Training Dates
May - June 2023 Session
- Module 1: 06.05.23
- Module 2: 13.05.23
- Module 3: 20.05.23
- Module 4: 27.05.23
- Module 5: 03.06.23
- Module 6: 10.06.23
- Module 7: 17.06.23
- Module 8: 24.06.23
- Live Online (9– 11:30 GMT+1) English
- Live Online (4:30– 7pm GMT+1) French
- Language of Instruction : English or French
- Registration dateline: 01.05.2023
- Certification Exam: 01.07.2023
Other Programs
We offer 3 customer service certification programs , at 3 different skill levels. These different skill levels (1-3) indicate the difficulty level, with the knowledge in each level building on the competences acquired in the previous level.
Customer Service Junior Practitioner Certification (CSJP)
LEVEL I
This training covers 3 core modules that give you a foundation in what customer service is, how to create value for customers and the customer service code of conduct. This is the recommended start point for anyone willing to develop their customer service skills.
Certified Customer Experience Management Professional (CCXMP)
LEVEL II
This training covers 8 core modules that give you an in-depth understanding of customer service processes and key competencies needed by customer experience professionals. It is recommended to complete level 1 before taking this certification program.
Strategic Customer Experience Management Certification (SCXM)
LEVEL III
This management level Certification is divided into 8 sections. The training gives customer experience managers and executives the tools needed to conceive, implement and measure customer experience in an organization.
Training & Certification
Start your customer service journey today
The future is in your hands. Quality service is achieved through a customer-centric mindset and mastery of customer service standards. We transform your daily thoughts and actions into the ability to create and retain happy and loyal customers. This is an invaluable skill for any individual with prospects of career growth.
