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CCXP Exam Study Guide - Certified Customer Experience Professional

Course Summary

Refer to this comprehensive study guide so that you can better understand customer experience concepts and practices as you prepare for certification in the field. The lessons comprising this extensive course will address all topics you could expect to encounter when sitting for the Certified Customer Experience Professional (CCXP) exam.
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7 chapters in CCXP Exam Study Guide - Certified Customer Experience Professional

Ch 1. Engagement Through Customer-Centricity {{cp.topicAssetIdToProgress[157201].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Centric: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157203].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Client-Centric Experience: Definition & Example Score: {{cp.lessonAssetIdToProgress[157205].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157205].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer-Centric Companies: Culture & Examples Score: {{cp.lessonAssetIdToProgress[157207].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157207].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer-Centric Sales: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157209].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157209].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Service Culture: Definition & Overview Score: {{cp.lessonAssetIdToProgress[157211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157211].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Client Engagement: Model & Strategies Score: {{cp.lessonAssetIdToProgress[157213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157213].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Customer Engagement: Definition & Metrics Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - What is a Customer Engagement Manager? Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Customer Engagement Strategies Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - What is Social Media Engagement? - Strategy & Examples Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Customer Engagement Marketing: Definition & Strategies Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - How to Recruit & Hire Customer Service Personnel Score: {{cp.lessonAssetIdToProgress[65306].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65306].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - The Importance of a Healthy Employer-Employee Relationship Score: {{cp.lessonAssetIdToProgress[57758].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57758].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Empower Employees & Improve Employee Performance Score: {{cp.lessonAssetIdToProgress[2120].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2120].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - What Is Employee Recognition? - Ideas & Examples Score: {{cp.lessonAssetIdToProgress[57767].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57767].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What Are Employee Incentives? - Types & Examples Score: {{cp.lessonAssetIdToProgress[7864].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7864].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Financial Rewards for Employees: Definition & Types Score: {{cp.lessonAssetIdToProgress[7484].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7484].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - The Common Sense Approach to Team Problem Solving Score: {{cp.lessonAssetIdToProgress[58757].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58757].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Methods for Training Employees: Mentoring, On-The-Job & Job Rotation Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Coaching Customer Service Skills: Role of the Team Leader Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - What Are Business Goals? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[7878].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7878].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Project Management System: Definition & Example Score: {{cp.lessonAssetIdToProgress[65167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65167].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Relationship Management: Using CRM to Focus on Customers Score: {{cp.lessonAssetIdToProgress[1773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1773].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - The Planned Change Process Score: {{cp.lessonAssetIdToProgress[2065].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2065].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Organizational Culture and Change Score: {{cp.lessonAssetIdToProgress[2070].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2070].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - How to Prioritize Customers & Client Prospects Score: {{cp.lessonAssetIdToProgress[161349].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[161349].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Process Approach to Management: Definition & Concept Score: {{cp.lessonAssetIdToProgress[8486].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[8486].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Customer Experience: Definition, Factors & Lifecycle Score: {{cp.lessonAssetIdToProgress[65291].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65291].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - What is Customer Experience Management? Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - What is a Customer Experience Manager? Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - What is a Customer Experience Director? Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - What is a Customer Database? - Definition & Benefits Score: {{cp.lessonAssetIdToProgress[59846].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59846].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - How to Create & Use Customer Feedback Loops Score: {{cp.lessonAssetIdToProgress[65137].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65137].bestScoreQuestions}}  Take Quiz Optional
Lesson 14 - Responding to Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65140].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65140].bestScoreQuestions}}  Take Quiz Optional
Lesson 15 - Acting on Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65141].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65141].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - Voice of the Customer: Definition & Tools Score: {{cp.lessonAssetIdToProgress[198385].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198385].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Voice of the Customer: Template & Examples Score: {{cp.lessonAssetIdToProgress[198389].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198389].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Market Research: Definition, Analysis & Methodology Score: {{cp.lessonAssetIdToProgress[7463].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7463].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Methods for Measuring Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Satisfaction Surveys: Uses & Implementation Score: {{cp.lessonAssetIdToProgress[65752].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65752].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Using Surveys to Anticipate Customer Needs Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Focus Group: Definition, Methodologies & Example Score: {{cp.lessonAssetIdToProgress[17637].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17637].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Net Promoter Score: Definition & Examples Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - What is Customer Satisfaction? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Using Call Mining to Analyze Customer Feedback Score: {{cp.lessonAssetIdToProgress[221193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[221193].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Interpreting Quantitative & Qualitative Business Data Score: {{cp.lessonAssetIdToProgress[56063].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56063].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Types of Data Analysis Score: {{cp.lessonAssetIdToProgress[62640].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[62640].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - Root Cause Analysis: Tools & Methods Score: {{cp.lessonAssetIdToProgress[141837].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[141837].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - Elements of the Service Design Process Score: {{cp.lessonAssetIdToProgress[40338].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[40338].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Customer Personas: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Setting & Exceeding Customer Expectations Score: {{cp.lessonAssetIdToProgress[57887].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57887].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Mapping the Customer Journey: Examples & Management Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What is a Prototype? - Definition, Function & Theory Score: {{cp.lessonAssetIdToProgress[17647].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17647].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Gap Analysis: Definition & Tools Score: {{cp.lessonAssetIdToProgress[142216].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[142216].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Customer Touchpoints: Definition & Examples Score: {{cp.lessonAssetIdToProgress[9273].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9273].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - Customer Service Metrics: Definition & Types Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Measuring Customer Satisfaction to Improve Retention Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Assessing Training Needs of an Organization Score: {{cp.lessonAssetIdToProgress[3179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3179].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Product Development and Business Growth: Process & Strategies Score: {{cp.lessonAssetIdToProgress[1546].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1546].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Types of Termination: Attrition, Layoffs, Resignation, Retirement & RIF Score: {{cp.lessonAssetIdToProgress[19563].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[19563].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Profitability Ratio: Definition, Formula, Analysis & Example Score: {{cp.lessonAssetIdToProgress[7473].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7473].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Return on Investment: Definition, Formula & Example Score: {{cp.lessonAssetIdToProgress[9539].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9539].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Financial Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65771].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65771].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Product Development Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65775].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65775].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - How CRM Can Maximize Upselling & Cross-Selling Opportunities Score: {{cp.lessonAssetIdToProgress[56312].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56312].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - How to Analyze Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65777].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65777].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - How to Interpret & Improve Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - Building Improvement Plans with Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65778].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65778].bestScoreQuestions}}  Take Quiz Optional
Lesson 14 - Operational Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65772].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65772].bestScoreQuestions}}  Take Quiz Optional
Course Progress Best Score
Lesson 1 - Brand Awareness: Definition, Strategy, Metrics & Measurement Score: {{cp.lessonAssetIdToProgress[17630].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17630].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Brand Marketing: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157179].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Brand Message: Examples & Overview Score: {{cp.lessonAssetIdToProgress[9581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9581].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Branding and Brand Equity in Business Marketing Score: {{cp.lessonAssetIdToProgress[1547].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1547].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Cross-Cultural Communication: Definition, Strategies & Examples Score: {{cp.lessonAssetIdToProgress[7764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7764].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Major Job Attitudes: Satisfaction, Commitment, Engagement & More Score: {{cp.lessonAssetIdToProgress[6993].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6993].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Strategic Business Units: Examples & Definition Score: {{cp.lessonAssetIdToProgress[5280].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[5280].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Different Types of Business Strategies Score: {{cp.lessonAssetIdToProgress[14580].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[14580].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Company Mission Statements: Definition & Examples Score: {{cp.lessonAssetIdToProgress[2062].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2062].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Objectives & Action Plans in Customer Service Score: {{cp.lessonAssetIdToProgress[65510].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65510].bestScoreQuestions}}  Take Quiz Optional

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