How to crack the CCXP Exam

By Ashutosh Sharma CCXP posted 30 days ago

  

Would love to share my CCXP journey and some insights for aspiring CCXPs

It took me nearly 5 months to crack the exam with 2 months of intermittent breaks from study. As I prefer self-study over training providers, it's a personal call for anyone to take.

There are 100 questions (3 Hours), where you need to answer 80 correct questions for the passing mark.

CX Competencies

  • Customer Insights and Understanding (22%)
  • Customer Experience Strategy (20%)
  • Metrics, Measurements, and ROI (20%)
  • Design, Implementation, and Innovation (19%)
  • Culture and Accountability (19%)

Started my CCXP prep with the quintessential i.e. Book - Outside In: The Power of Putting Customers at the Center of Your Business By Manning, Harley. I re-read the book multiple times in the due course especially - Chapters 5 - 10 which cover the 6 Pillars of CX.

Followed by the CCXP Exam Resources published on the CXPA website. I took a deep dive into the CX Pillars/Competencies one by one covering the Articles, Blogs, Journals, Podcasts, and White papers (Skipped the Book recommendations as the list is huge). Simultaneously, invested 7-10 days for each CX Pillar with an internet search on the latest articles, podcasts, and content for the specific CX Pillar. (Create notes and vocabulary)

Also, read the Book - Chief Customer Office 2.0 By Jeanne Bliss. Read it twice. It has a Customer-Centric Recipe Cards PDF that can be downloaded which is a good summary of the book.

Thoroughly, revisited the CXPA website for blogs and discussions around CX trends and CCXP exam preparation. Listened to The CX Cast (by Forrester) whenever I got time. Checked the YouTube channels such as Simplifying CX by SurveyMonkey, SuiteCX Brand Channel, and CCXP Exam Simulator. These channels give you a sense of some critical elements of the CX and CCXP exam blueprint/questions.

Bought CCXP Exam Preparation Book (By Michael G Bartlett). Read it multiple times. It's a small book and can be read easily in one go.. https://www.amazon.in/CCXP-Exam-Preparation-Lori-Kirkland/dp/1520922817 .

Also, I bought the CCXP Exam Simulatorhttps://ccxpexamsimulator.com. I prefer the Platinum package, which has the PrepCast because it cements your understanding and covers some of the topics you might have missed thoroughly. Make sure to take CCXP Exam Simulator once you are prepared and ready to give the actual CCXP exam. Exam Simulator is the advanced version of the actual exam so don't get disheartened if you score less in Simulator. More than 60 or 65 in the simulator is a good score and can lead to the projected score past 80 which is the passing mark in the actual exam.

Take the Exam!!!

SUMMARY

  1. Outside In (Book)
  2. Chief Customer Officer 2.0 (Book)
  3. CCXP Exam Resources (CXPA website, also Check for Sample questions, blogs and discussions, Peer to Peer)
  4. Internet search on all 6 CX Pillars - Articles - (HBR, Forbes, etc..) , Blogs and Podcasts (The CX Cast by Forrester)
  5. CCXP Exam Preparation Book By Michael G Bartlett
  6. CCXP Exam Simulator (Take it once you're fully prepared)

Topics and Vocabulary (Covered in Exam)

  1. Design Thinking
  2. Human Centered Design (IDEO Methodology)
  3. Project Management
  4. Six Sigma, Control and Response Plans
  5. Strategic Frameworks (Porter 5 Forces, SWOT, Balanced Scorecard etc...)
  6. Business Process Management
  7. Change Management
  8. Innovation Strategy
  9. B2B vs B2C - CX Difference
  10. Leading and Lagging Indicators
  11. Design Tools (e.g. Ethnography, Shadowing, Journaling, Role playing etc..)
  12. Personas, Customer Journey Mapping, Empathy Mapping
  13. Brand Attributes, Brand Strategy and Value Proposition.
  14. Correlation, Regression and Discriminant Analysis
  15. Perception Metrics, Descriptive Metrics and Outcome Metrics - NPS, CSAT, CES etc..
  16. Qualitative Data - Text and Speech Analytics (Pattern, sentiment and behavioral data) vs Quantitative Data - Satisfaction or NPS Score, ROI, Profit.
  17. Driver analysis, Response rate, Engagement rate, Redemption rate.
  18. Feedback and its loops (Inner, Outer and Closed)
  19. Focus Groups
  20. Co-Creation and Prototyping
  21. Behavioral Economics - Heuristics and Biases
  22. Current and Future State Journey Maps.
  23. Gap Analysis.
  24. Prioritization and Root Cause Analysis
  25. Touch-point and Moment of Truth
  26. Engagement vs Experience, Customer Service vs Customer Experience
  27. Metrics and KPIs
  28. Linking CX Metrics to Topline
  29. Omni Channel vs Multi Channel
  30. VoC, VoE, Operational, behavioral and transactional (E2E process) data 

It can take significant effort while preparing for the exam, and it could be a case where you will not be able to crack on the first attempt (Like I scored 75 on the first attempt.) Exam results provide the % scored in each of the 5 CX competencies, which gives you a chance to work on your weaknesses and, a fair chance to solidify your strengths. 

Don't give up ! Perseverance is the key !

You can reach out to me directly in case you need help/suggestion.

Thanks for reading!

All the Best !


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