Principles & Policies

Principles & Policies

The CXPA manages the CCXP certification program according to strict ethical and professional principles, consistently and fairly applied. Additional details about the specific policies summarized here are contained in the Candidate Handbook.

CXPA Audit of Application Material

The CXPA randomly audits a number of applications each year. While the selection process for an audit is primarily random, the program reserves the right to select any candidate to be audited at any time, including after the certification has been bestowed. The submission of an application indicates your agreement to comply with the terms of the audit process.

Candidate Exam Comments

Candidates can provide comments during the certification exam. All comments and questions are reviewed and considered; however, security procedures preclude discussion with candidates concerning individual exam questions or comments. Candidates should not expect a response to a comment unless it relates to a problem with the examination administration. Examination proctors may not discuss or comment on examination content.

Appeals Policy

An appeal procedure is available to any individual who has applied for or received certification from CCXP certification program and who wishes to appeal any adverse decision affecting his or her certification status. Any individual who does not file a request for an appeal within a required time limit shall waive the right to appeal. More information on the appeals process can be found in the Candidate Handbook.

Suspension & Revocation Policy

The CCXP certification program may, at its discretion, suspend or revoke a certificate for cause. Causes for suspension or revocation include, but are not limited to:

  • Fraud, deceit, or submission of inaccurate qualification data to obtain certification
  • Gross negligence, incompetence, fraud, or deceit in the performance of job duties
  • Unprofessional conduct

An certificant whose certificate is revoked may not apply for certification for 365 days from the effective date of the final order of revocation. An application received following the 365 days’ revocation period will be treated as an initial application. For more information on the suspension and revocation policy can be found in the Candidate Handbook.

Certification Principles

The CCXP certification decisions are based on candidates meeting eligibility requirements and passing the exam. The certification program has been developed by subject matter experts who represent the geographic diversity and varying work of CX professionals. The CCXP certification program is responsible for the governance of and all policy and standards related to the certification designation. The CCXP certification program recognizes the importance of impartiality in administering the certification program so our decisions are independent of other interests and parties. We actively manage conflicts of interest in order to ensure objectivity in our certification activities.

Disputes & Complaints

Complaints regarding the CCXP certification policies, practices or publications should be addressed to in writing. If the written response to the complaint is not addressed to the satisfaction of the writer, it will be forwarded to the CCXP Advisory Committee for their consideration. All complaints will be evaluated with respect to the policies and procedures of the CCXP certification program with a written response within 30 days.

Privacy Policy

Certification applications and candidate exam performance will remain confidential unless otherwise stipulated by the examinee in writing or as required by law. The CCXP program will release application and pass/fail information only to the applicant and only in writing. The exception to this is the published list of CCXP professionals that the CXPA makes available to the public. Names of those who do not pass the exam are not disclosed except to the individual candidates.

Group data without individual identifying information may be used for research and study purposes and may be released to groups with a specific interest in certification of customer experience professionals.

CXPA Statement of Nondiscrimination

The CXPA does not discriminate against any person on the basis of age, gender, sexual orientation, race, religion, national origin, medical condition, physical disability, veteran status, or marital status.

Page updated April 2023

CCXP Candidate Handbook

Everything about becoming a CCXP is contained in the CCXP Candidate Handbook CCXP Candidate Handbook – it’s your guide to navigating the CCXP certification process.