“CXM + CCXP Preparation” Masterclass

Upcoming Masterclass

"CXM + CCXP Preparation" Masterclass

Upcoming Masterclass

  • Upcoming Masterclass

    “CXM +CCXP Preparation” Masterclass – Dubai

    The accredited Customer Experience Management Masterclass is a strong, focused and foundational training experience. It’s the right start and immersion in the customer experience discipline through a deep dive into its main pillars as stated by the CXPA. Throughout the learning journey you will be able to know, understand and excel in the 6 CX competencies: Strategy, organizational adoption, customer centric culture, metrics and measurement, VOC and design. The course will also prepare you to set for the CCXP exam by learning its core knowledge areas and practice exam tips and tricks.
    Starting Date : January, 2020
    $1,650.00
    Register Now
  • Upcoming Masterclass

    “CXM +CCXP Preparation” Masterclass – Riyadh

    The accredited Customer Experience Management Masterclass is a strong, focused and foundational training experience. It’s the right start and immersion in the customer experience discipline through a deep dive into its main pillars as stated by the CXPA. Throughout the learning journey you will be able to know, understand and excel in the 6 CX competencies: Strategy, organizational adoption, customer centric culture, metrics and measurement, VOC and design. The course will also prepare you to set for the CCXP exam by learning its core knowledge areas and practice exam tips and tricks.
    Starting Date : February, 2020
    $1,650.00
    Register Now
  • Upcoming Masterclass

    “CXM +CCXP Preparation” Masterclass – Muscat

    The accredited Customer Experience Management Masterclass is a strong, focused and foundational training experience. It’s the right start and immersion in the customer experience discipline through a deep dive into its main pillars as stated by the CXPA. Throughout the learning journey you will be able to know, understand and excel in the 6 CX competencies: Strategy, organizational adoption, customer centric culture, metrics and measurement, VOC and design. The course will also prepare you to set for the CCXP exam by learning its core knowledge areas and practice exam tips and tricks.
    Starting Date : April, 2020
    $1,650.00
    Register Now
  • Upcoming Masterclass

    “CXM +CCXP Preparation” Masterclass – Cairo

    The accredited Customer Experience Management Masterclass is a strong, focused and foundational training experience. It’s the right start and immersion in the customer experience discipline through a deep dive into its main pillars as stated by the CXPA. Throughout the learning journey you will be able to know, understand and excel in the 6 CX competencies: Strategy, organizational adoption, customer centric culture, metrics and measurement, VOC and design. The course will also prepare you to set for the CCXP exam by learning its core knowledge areas and practice exam tips and tricks.
    Starting Date : April, 2020
    $1,650.00
    Register Now
Essential masterclass elements

"CXM +CCXP Preparation" Masterclass

Essential masterclass elements

Masterclass Day 1

Day 1 of the Masterclass will focus on three of the six CX Competencies: CX Strategy, Metrics & ROI, VoC and Customer Understanding by covering the following knowledge items:

  • Development of “branded” customer experiences
  • Strategy and planning for cross-business-unit efforts to support the organization’s CX strategy
  • CX based Internal marketing and communications
  • Business strategy frameworks and planning
  • Strategies to communicate metrics and ROI with employee and stakeholder groups
  • Experience measurement and research methodologies
  • Qualitative and quantitative research methods
  • VOC analytical tools and methodologies
  • Customer experience management dashboards
  • Impact of experience changes on loyalty and business performance across customer groups
  • Relationship and financial metrics (cross-sell, product penetration, etc.)
  • CX data mining and analysis
  • Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
  • Net Promoter score and methodology
  • Touchpoint mapping for VoC planning and execution

Masterclass Day 2

Day 2 of the Masterclass will focus on three of the six CX Competencies: Experience Design & Improvement, Organizational Adoption & Accountability, Customer-Centric Culture by covering the following knowledge items:

  • Design thinking and customer co-creation approaches
  • Customer journey mapping and touchpoint analysis
  • CX Governance
  • Employee experience
  • Employee hiring, training, and coaching
  • Employee engagement strategies
  • Reward and recognition strategies
  • Process improvement methodologies and discipline
  • Process management
  • Project management principles
  • Prioritization process
  • Collaboration and relationship management practices
  • Leadership and change management
  • Best practices for cultivating a customer-focused culture
  • Internal and external marketing, promotion, and communications
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Masterclass Day 3
Day 3 of the Masterclass will focus on linking what you have learned during days 1 & 2 to the CCXP Exam and how to best prepare to increase your opportunities to pass from the first attempt. During this will day we will focus on:

  • The CCXP Certification Process
  • The CCXP Application
  • The CCXP Exam Blueprint
  • Sample CCXP exam questions
  • Your readiness to set for the CCXP exam
  • Personal action plan development
Learning Objectives

"CXM + CCXP Preparation" Masterclass

Learning Objectives

Empower participants to be able to:

  • Master the six CX competencies “CX Strategy, CX Metrics and Measurement, Customer Centric Culture, Organizational Adoption & Accountability, VOC and Customer Understanding, Experience Design and Improvement”.
  • Learn the knowledge areas, skills and abilitiesrelated to each of the six CX competencies.
  • Practice sample exam questions
Who should attend?

"CXM + CCXP Preparation" Masterclass

Who should attend?

Service design professionals
Customer experience professionals
Digital Transformation leaders
Product and service managers
User experience professionals
Strategic Marketing professionals
Why attend?

"CXM + CCXP Preparation" Masterclass

Why attend?

• Empower yourself with the needed mindset, concepts, tools and frameworks to progress, excel and succeed in the era of customer-centered organizations and the experience economy.
• Get knowledge, best practices and reflections by learn from the first CCXP in the MENA region and one ofthe CX pioneers worldwide.
• Estimate and control the gap of your current level of the six CX competencies knowledge andunderstanding to effectively prepare yourself to set for the exam and plan for your career development.
According to CXPA "Customer Experience Professionals Association": 

The CCXP program provides a means for individuals to demonstrate to their colleagues, employers and clients they possess a high level of knowledge of the customer experience discipline. Until now, there has been no industry-wide, standardized avenue for CX practitioners to gain recognition for their expertise and accomplishments, and no formal credential that showcases an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

CCXP benefits for individuals:

• Validates credibility and expertise
• Provides a framework for advancement
• Increases marketability
• Demonstrates commitment to continuous improvement

CCXP Benefits for employers:

• Identifies new hires that possess required expertise
• Promotes organizational capabilities by employing CCXPs
• Enhances services provided from a quality and financial perspective
• Ensures ongoing professional development of employees
Overview

"CXM + CCXP Preparation" Masterclass

Overview

The "Customer Experience Management + Certified Customer Experience Professional preparation" Masterclass is a strong, focused and foundational training experience.

It’s the right start and immersion in the customer experience discipline through a deep dive into its main pillars as stated by the CXPA.

Throughout the learning journey you will be able to know, understand and excel in the 6 CX competencies: Strategy, organizational adoption, customer centric culture, metrics and measurement, VOC and design.

The course will also prepare you to set for the CCXP exam by learning its core knowledge areas and practice exam tips and tricks.