Course Title: Master the 6 CX Competencies / CCXP Exam Preparation Workshop
Duration: 3 days (9:00AM to 17:30PM each day)
Target Audience: Individuals who seek to take the rigorous CCXP exam to achieve Customer Experience certification.
Customer Experience, Customer Service & Contact Centre professionals with the ambition to learn more about Customer Experience for themselves and/or their organizations.
Course Overview:
The Certified Customer Experience Professional (CCXP) credential, developed and administered by the Customer Experience Professionals Association (CXPA), is the world’s most recognized certification in Customer Experience.
OmniTouch is proud to be a CXPA Recognized Training Provider and the Facilitator, Daniel Ord, is one of only 6 people in the world to have earned this credential to date.
We designed this 3-day course to help prepare individuals to take the rigorous CCXP examination as well as for individuals with ambition to learn more about Customer Experience for themselves and/or their organizations.
We cover each of (6) major competency areas as follow:
- 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
In addition we have designed and provide 2 additional modules:
- Understanding Customer Experience
- Essential Customer Research Know-How
We find that these 2 additional modules are not only popular but help deepen CX understanding.
In our work with Participants we will:
- Provide a strategic understanding of each competency
- Share examples, case studies and stories around each competency
- Provide practice quizzes for each competency domain in the style of the CCXP exam
- Document how the competencies interrelate with each other
- Understand how to establish the business case for CX
- Address the roles & practices around Personas, Journey Maps, VOC & VOE programs
- Build out exercises that allow Participants to apply concepts to real-world scenarios
- Provide a forum for interaction, sharing and dialogue – because learning should never be one-way
- We’ve been teaching Customer Experience, Customer Service & Contact Centre excellence for nearly 20 years and have helped thousands of people around the world
- take and pass a variety of high level certification exams.
Join us for this enriching journey into the world of CX and take back ideas, strategies & inspiration for your own CX objectives. And prepare for the rigorous CCXP exam.
The course is facilitated by Daniel Ord, CCXP – an internationally renowned Trainer & Speaker in Customer Experience, Customer Service & Contact Centres.
The course is hosted by the CX Central Group Australia and you can learn more by visiting the link.
Author: Rachael Trickey
Published On: 5th Dec 2019 - Last modified: 5th May 2020
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