I passed the test to become a Certified Customer Experience Professional, a CCXP. This is a certification offered by the Customer Experience Professionals Association.
I have been doing experience design and related work for many years. When I read, it is often a book on UX, CX, design, or business strategy. I felt like I knew this topic area well. Yet, it is sometimes good to get validation that you really do know something. So, I applied to become a CCXP.
The exam covers six major areas:
- 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
Testing for this certification is conducted at professional testing centers. You use a computer-based test to answer 70 questions in less than two hours. The test is pretty thorough so you really do have to have a pretty high level of expertise to pass. The CXPA requires at least three years of professional CX experience. Additionally, I recommend doing some significant study to prepare.
Getting the CCXP feels like a big career milestone. But, it is just part of the journey. To retain the certification requires ongoing study and professional involvement. I look forward to continuing to learn and grow as an experience design professional.
Two great places to start your CX studies are:
Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
If you have questions, let me know. Feel free to connect on Twitter @XDstrategy.
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