You will be employing someone who can lead or support your organization’s efforts to improve the customer experience (CX) you deliver. As part of this, they will be able to establish and operationalize a set of CX practices – plus, you will have an evangelist for customer-centricity across your organization.
Furthermore, they’ll be able to provide analysis and guidance to executives and peers to design products and services that enhance your CX. As an added benefit, they can leverage their network of other CCXPs, CXPA members and resources for advice, best practices, and an ‘outside-in’ perspective that other companies have found valuable to further support their CX improvements.
The six competencies assessed for the CCXP designation are as follows:
- Customer-Centric Culture
- Voice of the Customer, Customer Insight, and Understanding
- Organizational Adoption and Accountability
- Customer Experience Strategy
- Experience Design, Improvement, and Innovation
- Metrics, Measurement, and ROI
Within each competency, there are specific job tasks, knowledge, skills and abilities identified as the basis for the exam. Additional information on these can be found here.