Are you passionate about Customer Experience? Do you believe that organisations should be ‘customer led’? Do you work in the field of customer service of customer experience? Do you want to be recognised for your skill set, knowledge and expertise as a customer experience professional?
If you have answered ‘yes’ to all of these questions, you will no doubt be interested in understanding more about a brand new Customer Experience Professional Certification programme (CCXP) that is being officially launched in January 2014. The Customer Experience Professionals Association (CXPA), the global non-profit organisation dedicated to the advancement of customer experience management practices, is concluding the live testing of its brand new programme as we speak. To find out the detail that is available on the CCXP Programme, please have a look at the CXPA website http://www.cxpa.org/?page=ccxp_faqs.
To become a CCXP, you will need to be able to demonstrate an understanding OF and practical application IN six subject areas. So to answer the question in the title of this post - do you have what it takes to become a CCXP – you need to be able to demonstrate that you know about the following:
- Customer-Centric Culture - Creating and nurturing a culture, through behaviours, practices and standards, that encourages all employees to focus on delivering outstanding customer experiences.
- Organizational Adoption & Accountability - Driving change and developing cross-company experience accountability from the C-suite to the front line.
- VOC, Customer Insight & Understanding - Building collective insight into customer needs, wants, perceptions, and preferences through the capture and analysis of the Voice of the Customer
- Experience Design, Improvement & Innovation - Implementing practices and approaches to continuously improve, design and differentiate customer experiences
- Metrics, Measurement & ROI - Creation and reporting of the measures of CX success including their use in business cases to illustrate the ROI and business value of customer experience.
- Customer Experience Strategy - Development of a strategy that articulates a clear vision of the experience that a company seeks to create in support of the company’s brand values, including its direct linkage to CX activities, resources and investments
Sounds pretty simple, right? Wrong! It may be simple to understand in some cases, but far more difficult to demonstrate the practical application in many. It is very important for our profession to continue to build the credibility and authority to influence organisations of all shapes and sizes to put the customer at the heart of what they do. Recognising the skills required to bring these six subject areas to life is an essential step to build both credibility and authority.
As a UK Ambassador for the CXPA, I am greatly encouraged by the advancements we have seen in the profession over the last twelve months. I am now even more excited about the potential 2014 will have. To finally have a formal qualification that proves the credibility of our skills and knowledge will take our authority to a whole new level. I will be taking the CCXP exam at the earliest opportunity. I will not be telling anyone when that might be………just in case!!!
If you are a customer experience professional, I very much hope that you will be as excited by the CCXP programme as I am. If you want to know more about the programme or the CXPA in general, please do not hesitate to contact me. If you want to get more involved in the CXPA, why not attend a local networking session – you will be able to find out more about what it takes to be a CCXP, as well as having the chance to meet like-minded professionals.
Whatever you choose to do, I very much look forward to seeing the letters CCXP being displayed proudly after your name very soon.