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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.
  • 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?

Certified Customer Experience management Professional

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: 300,000F (€460) (Live online & Blended)

[The Registration fee of 20,000F must be paid to book for the training.  The remaining 280,000F can be paid in two installments.]

Face-to-face is organized only upon request. The cost of training and certification starts at 500.000F/Person depending on specific training needs.

Upcoming Training Dates

Feb - March Session

  • Module 1: 05.02.22
  • Module 2: 12.02.22
  • Module 3: 19.02.22
  • Module 4: 26.02.22
  • Module 5: 05.03.22
  • Module 6: 12.03.22
  • Module 7: 19.03.22
  • Module 8: 26.03.22
  • Live Online  (9– 11:30 GMT+1) English
  • Live Online  (4:30– 7pm GMT+1) French
  • Language of Instruction : English or French
  • Registration dateline: 01.02.2022
  • Certification Exam: 30.03.2022

April – May Session

  • Module 1: 02.04.22
  • Module 2: 09.04.22
  • Module 3: 16.04.22
  • Module 4: 23.04.22
  • Module 5: 30.04.22
  • Module 6: 07.05.22
  • Module 7: 14.05.22
  • Module 8: 21.05.22
  • Live Online  (9– 11:30 GMT+1) English
  • Live Online  (4:30– 7pm GMT+1) French
  • Language of Instruction : English or French
  • Registration dateline: 28.03.2022
  • Certification Exam: 27.05.2022

June - July Session

  • Module 1: 04.06.22
  • Module 2: 11.06.22
  • Module 3: 18.06.22
  • Module 4: 25.06.22
  • Module 5: 02.07.22
  • Module 6: 09.07.22
  • Module 7: 16.07.22
  • Module 8: 23.07.22
  • Live Online  (9– 11:30 GMT+1) English
  • Live Online  (4:30– 7pm GMT+1) French
  • Language of Instruction : English or French
  • Registration dateline: 31.05.2022
  • Certification Exam: 28.07.2022

Other Programs

We offer 4 customer service certification programs , at 4 different skill levels. These different skill levels (1-4) indicate the difficulty level, with the knowledge in each level building on the competences acquired in the previous level.

Customer Service Certifications - CX Touchpoints Group

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.

Customer Service Certifications - CX Touchpoints Group

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.

Customer Service Certifications - CX Touchpoints Group

Certified Customer Experience Manager (CCXM)

LEVEL III

This training covers 8 core modules that give you an in-depth mastery of techniques of planning, deploying, measuring and managing customer experience programs. It provides you with hands-on competencies to lead a CX Team within a customer-centric organisation.

Customer Service Certifications - CX Touchpoints Group

Strategic Customer Experience Management Plan- Certification

LEVEL IV

This document which is divided into 8 sections can serve as a customer experience management and strategy implementation framework. It covers the different stages of the customer life cycle with emphasis on strategic actions at each stage and practical tools for achieving them.

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.

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