The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2013, and updated in 2020. As part of this process, in 2020, more than 300 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. The following competencies for CX were identified through the results of this analysis:
- Customer Insights and Understanding
- Customer Experience Strategy
- Metrics, Measurements, and ROI
- Design, Implementation, and Innovation
- Culture and Accountability
Within each competency, specific job tasks and key knowledge, skill, and ability areas were identified to serve as the basis for the exam items.
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