FAQ

Become a Genuine Customer Experience Master

The two day CXMasterclass is designed for those wishing to develop their understanding of best practice disciplines, tools and frameworks being used successfully in Customer Experience around the globe.

Led by Ian Golding, world renowned Customer Experience Specialist, the masterclasses have been developed for those who want to master their skills and/or prepare for the CXPA exam to become certified CX professionals.

CX Professional Masterclass



The programmes are developed to do two things: firstly, to give you the skills, knowledge and confidence to lead a successful customer agenda in your own business; and secondly to deepen your understanding of the CXPA process and six competencies needed to pass the CCXP exam.

All graduates of the course will be given case studies, exercises and stories that bring to life the skills needed to succeed as a CX professional.

IMPORTANT NOTE: On 11th May, you will have another opportunity to take the CCXP Exam in the same place and at the same time as the workshop, so don’t miss it! If you can’t make it for this date, you will be notified of dates you can sit the exam when applying for CCXP exam.

Delegates wishing to take the CCXP exam after the CX Workshop Masterclass on the same day, firstly must have been accepted and approved. The application process is detailed here http://www.ccxp.org and must be done before the date.

  • Prior to their attendance at the masterclass, all delegates would be sent a questionnaire exploring their current understanding of customer experience. The questionnaire should be sent back prior to attendance at the workshop.
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  • Delegates will be asked to think about their own recent experiences as customers, and document two – one positive and one negative. They will be asked to describe why the experience was positive or negative, and HOW both experiences made them feel. They will also be asked to describe how analytics and intelligence could have helped the companies they interacted with to improve the experience.
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  • Delegates will be asked to source any existing forms of customer insight they can relating to their own products and brands. They will be asked to consider whether they think they have everything they need.
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  • Delegates will be asked to source any existing forms of customer feedback they can relating to their own products and brands. They will be asked to consider whether they think they have everything they need.

The Steps to Certification

There are three phases to CCXP certification:
1. Application, assessment and acceptance
2. Register for the exam and successfully sit it
3. Using CCXP credentials and continual development

Eligibility

Anyone with a bachelor’s degree and three years of full-time CX-specific work experience is eligible to take the exam. An alternate pathway to eligibility is a high school diploma (or equivilent) and five years of full-time CX-specific work experience. More details are available on certification eligibility including experience and education requirements, plus an alternative pathway.

Exam fees

The CCXP certification costs of $645 are paid separately to CXPA. CXPA members receive a $150 discount on certification and pay only $495.

Apply for accreditation

Candidates whose education and experience satisfy the criteria may apply for the certification and have their candidacy evaluated by CXPA representatives.

Two Day CXMasterclasses:



  • Will help develop all delegates knowledge on Customer Experience
  • Have practical and interactive tasks throughout the two days
  • Are certified by the Customer Experience Professionals Association
  • Ian was the first in the world to be certified to deliver training for the Certified Customer ExperienceProfessional qualification
  • Have practical examples on how to improve your business
  • Provide extensive guidance on how to succeed with the CCXP Certification Process
  • Will teach you about the 6 interdependent CXPA competencies
  • Help CX professionals get prepared for the final CCXP exam

Masterclass Agenda

1. Introductions and expectations

2. The role of the Customer Experience Professional

  • Leading the customer agenda
  • Influencing with credibility
  • CXPA’s Competencies for the CCXP accreditation

3. CX as a tool for transformation

  • Evolution of the organisation’s CX maturity
  • Why it’s important
  • Commercial benefits of CX 

4. Customer Strategy

  • Customer strategy examples
  • Customer Experience frameworks
  • Evaluating your customer strategy

5. Brand Proposition

  • What is it and why is it important?
  • Being clear about the brand promise
  • What makes a brand proposition

1. Customer-centric culture

  • Characteristics of customer-centric organisations
  • What should customer-centric leaders be doing?
  • Employee experiences

2. Who are your customers?

  • The flaws in traditional segmentation methods
  • Creating customer personas
  • Using personas to influence

3. Customer empathy

  • What is empathy and why is it important?
  • How to think like your customers think
  • The role of storytelling

4. Customer journey mapping

  • The principles of mapping customer journeys effectively
  • Keeping it simple and actionable
  • Prioritising the most important things

5. Measurement

  • Measurement principles
  • Aligning the voices of your customers, people and processes
  • Know what your priorities are

6. Action planning

  • For you personally and your organisation
  • A framework for managing what happens next
  • Keeping up the momentum
CX Professional
Masterclass
Designed for...

Anyone wanting to build their knowledge about Customer Experience and how to lead and manage the CX agenda

Topics include

The role of the CX professionalCCXP competency requirements Customer culture, strategy and actions Journey mapping and measurement

Duration

Two days

Price

$1,075

AED 3950

Date

10th and 11th May 2017

Location

Movenpick Ibn Battuta Gate Hotel, Dubai, UAE

Special rates are available for team bookings.

For further information, call 056 752 2028 Or send an email to mark@awardsinternational.ae

Meet the Trainer

Ian

Ian Golding is a Certified Customer Experience Professional. A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed CX tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP Authorised Resource & Training Provider.