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.
- 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.
Also, I bought the CCXP Exam Simulator. https://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!!!
- Outside In (Book)
- Chief Customer Officer 2.0 (Book)
- CCXP Exam Resources (CXPA website, also Check for Sample questions, blogs and discussions, Peer to Peer)
- Internet search on all 6 CX Pillars - Articles - (HBR, Forbes, etc..) , Blogs and Podcasts (The CX Cast by Forrester)
- CCXP Exam Preparation Book By Michael G Bartlett
- CCXP Exam Simulator (Take it once you're fully prepared)
Topics and Vocabulary (Covered in Exam)
- Design Thinking
- Human Centered Design (IDEO Methodology)
- Project Management
- Six Sigma, Control and Response Plans
- Strategic Frameworks (Porter 5 Forces, SWOT, Balanced Scorecard etc...)
- Business Process Management
- Change Management
- Innovation Strategy
- B2B vs B2C - CX Difference
- Leading and Lagging Indicators
- Design Tools (e.g. Ethnography, Shadowing, Journaling, Role playing etc..)
- Personas, Customer Journey Mapping, Empathy Mapping
- Brand Attributes, Brand Strategy and Value Proposition.
- Correlation, Regression and Discriminant Analysis
- Perception Metrics, Descriptive Metrics and Outcome Metrics - NPS, CSAT, CES etc..
- Qualitative Data - Text and Speech Analytics (Pattern, sentiment and behavioral data) vs Quantitative Data - Satisfaction or NPS Score, ROI, Profit.
- Driver analysis, Response rate, Engagement rate, Redemption rate.
- Feedback and its loops (Inner, Outer and Closed)
- Focus Groups
- Co-Creation and Prototyping
- Behavioral Economics - Heuristics and Biases
- Current and Future State Journey Maps.
- Gap Analysis.
- Prioritization and Root Cause Analysis
- Touch-point and Moment of Truth
- Engagement vs Experience, Customer Service vs Customer Experience
- Metrics and KPIs
- Linking CX Metrics to Topline
- Omni Channel vs Multi Channel
- 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 !#2022