CCXP Updates


CCXP Exam Gets A Refresh

Minneapolis, MN, 16 November 2018 - An updated Certified Customer Experience Professional (CCXP) exam will launch worldwide on 1 December 2018, which will maintain the integrity of the exam, while adding a new level of credibility to the program.

If you are a prospective candidate, or are currently in process to take the exam, there is no need to worry, according to the Customer Experience Professionals Association (CXPA), which administers the exam. The biggest change is to the number of questions on the exam – which has increased from 70 to 100 questions, in an effort to span the breadth of the CX profession. With the increase in the total number of questions, the time to take the exam will also change - from two hours to three hours. 

J.C. Paradise, CCXP reminds candidates: “Remember, your ability to pass the exam is based on your experience and the research and study you have done to prepare at this point. Some of the new questions are based on new best practices and tactics in the field while others continue to focus on exam blueprint areas that had not been fully fleshed out in the previous iteration of the exam".

“Adding additional questions to our test bank allows us to maintain the integrity of the program and security of the CCXP exam,” explained CCXP Program Director, Adrienne Bryant, CAE. “For the credential to remain a trusted validation of one’s knowledge, skills and abilities, the more questions we can create around the body of knowledge that is constantly changing and add to the test bank gives employers confidence that candidates have taken a rigorous exam that measures all the above.” 

The work to update the CCXP exam started in the summer of 2017, when over 25 CCXPs serving as subject matter experts (SMEs), worked with an experienced SMT test developer to verify the relevance and accuracy of items written by their peers. The test developer ensured that all items were written to meet internal standards of quality before approving them for use on the exam. 

Diane Magers, CCXP and CEO of the CXPA said “Customer Experience is cross-functional in scope and impact. When effectively implemented, it is a strategic, business critical role. If you want to be trusted with a CX leadership position, companies will ask you to demonstrate that you earned the relevant credential. The CCXP credential helps CX professionals validate that they have the knowledge, skills, and abilities needed to implement CX strategy and run a CX program.”

For further media information contact: 

Adrienne Bryant, CAE
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About CXPA

The CXPA increases the impact and visibility of customer experience professionals and facilitates effective member-to-member sharing. Founded in April 2011, the CXPA has more than 40 corporate members and 4,000 customer experience professionals in its community. Led by respected experts in the customer experience field, the CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience management. For more information, go to
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Interview with J.C. Paradise, CCXP

CCXP Exam Resource Guide

The CXPA is pleased to announce the release of the CCXP Exam Resource Guide. These resources have been compiled by the CCXP Advisory Committee to reflect a sample of literature that is aligned with the CCXP Exam Blueprint and would be useful in preparing to be a CX Professional or preparing to earn the CCXP designation. The document is reviewed periodically and resources will be updated as necessary.

While these resources are not required reading and should not be interpreted as constituting the sole source of all CCXP exam questions, candidates may find them useful when preparing for the exam. Each candidate should develop his or her own personal reading list and study plan based on individual needs and knowledge.

In addition to these resources, CCXP exam items can be referenced to any CXPA-curated knowledge — defined as information published or disseminated by CXPA, such as webinars, whitepapers, and member-curated content listed in the CX Toolbox or Member Resources.

You can view the full CCXP Exam resource list, here:

Frequently Asked Questions

We will update the frequently asked questions as we receive other questions that have not yet been answered. Please send your questions to

Question 1

Even though the total number of questions has increased, only 70 questions will be scored - I assume that the passing mark will still be 80%?
Is it 56 correct answers out of 70 or 56 correct answers out of 100?

Yes, the passing score will still be 80% or 56 of 70 questions answered correctly.

Question 2

Which 70 question will be scored, if 56 correct are required out of 70?

We cannot reveal to candidates which questions are scored or not scored as this would affect getting the statistical validity data we need to eventually add them as scored questions on future exams. Our test development company uses the responses to those questions, as well as those that are currently scored, to determine whether or not the test measures what it claims to measure. On a test with high validity the items will be closely linked to the test's intended focus. This means that the items are highly related to a specific job or occupation. If a test has poor validity then it does not measure the job-related content and competencies it ought to. When this is the case, there is no justification for using the test results for their intended purpose.

Additionally, this method also allows the company to test the reliability of the questions. This has to do with the consistency, or reproducibility, of an examinee's performance on the test. For example, if we were to administer a test with high reliability to an examinee on two occasions, we would be very likely to reach the same conclusions about the examinee's performance both times. A test with poor reliability, on the other hand, might result in very different scores for the examinee across the two test administrations. If a test yields inconsistent scores, it may be unethical to take any substantive actions on the basis of the test.

Question 3

This will be my second attempt. As per the new format (100 questions) will it still be counted as second attempt or a first one?

It would still count as a second attempt, or third attempt if that is the case.

Question 4

Will you publish a new Exam Blueprint

The exam blueprint remains unchanged. Some of the new questions are based on new best practices and tactics in the field, while others continue to focus on exam blueprint areas that had not been fully fleshed out in the previous iteration of the exam.

Question 5

Will the percentage of questions per competency area change from what is listed on the Exam Blueprint?

No, the percentage of questions remains the same. If the area comprises 16% of the exam, it will still comprise 16% of the exam, however the number of questions per competency will increase. For example:

16% of 70 = 11
16% of 100 = 16