FAQ

Become a Genuine Customer Experience Master

CX Professional Masterclass 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.

Designed by Ian Golding, world renowned Customer Experience Specialist, 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.

life the skills needed to succeed as a CX professional.

Two Day CXMasterclass



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.



  • 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. Customer Strategy

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

4. 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

CCXP Readiness Workshop Amman

For all of you interested in becoming Certified Customer Experience Professionals by taking the CCXP exam, we have developed a special CX Workshop that will test your knowledge and understanding of CXPA competencies and prepare you for the exam.

Each exam re-sit or re-application carries a cost. Attending the workshop can reduce the likelihood of re-applying and make the whole process of becoming a CCXP more rewarding.

CXMasterclass is proud to be working with Ian Golding, who was the first person in the world to be authorised by the CXPA to teach the CCXP accreditation and has mentored approximately a quarter of all CCXPs globally to date.

IMPORTANT NOTE: You will have the opportunity to take the CCXP Exam straight after the CX Workshop Masterclass and do both all at once. You just need to look at our schedule and chose the best date for you. If you can’t make the Exam after the workshop, 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.

The Workshop will include:

  • Understanding the CXPA’s six competencies – the exam specifically tests this knowledge
  • How best to approach the CCXP accreditation assessment
  • The CCXP exam methodology
  • A review of sample questions for each competency
  • CX Continuing Professional Development beyond the CCXP accreditation
  • How to apply for the exam (if you have already applied for the CCXP Exam, the workshop will still be of the undoubtedly importance)

The CCXP provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry.

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

Delegates wishing to take the exam must first have been accepted and approved. The process is detailed at http://www.ccxp.org and must be done after this workshop. Read more details about the CCXP Program in the Candidates’ Handbook here.

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.

CX Workshop for CCXP Exam fees

The workshop price is $600. Check the calendar to see the Early Bird deadlines. Book your place for the workshop here.

Apply for accreditation

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

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 professional CCXP competency requirements Customer culture, strategy and actions Journey mapping and measurement

Duration

Two days

Price

$845
(with special discounts for group bookings)

Date

18th and 19th July 2017

Location

Crowne Plaza, Amman, Jordan

CCXP Readiness
Workshop
Designed for...

Anyone wanting to learn more about the CCXP exam and/or to sit the CCXP exam

Topics include

CX Workshop that will test your knowledge and understanding of CXPA competencies and prepare you for the exam

Duration

One day

Price

$600

Date

Thu 20th July 2017

Location

Crowne Plaza, Amman, Jordan

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.