CCXP Examination Content and Preparation
In order to achieve the Certified Customer Experience Professional (CCXP) credential, individuals must be eligible to take the CCXP examination, as determined by the Customer Experience Professionals Association (CXPA). If eligible to take the test, individuals can then select a test date and prepare for the exam.
In order to adequately prepare for the CCXP exam, it is important to be familiar with the content and structure of the exam, as well as what is necessary to achieve a passing result.
The CCXP exam consists of 100 total questions, and test-takers must achieve a score of 80% or better in order to pass. In terms of content, the exam covers six competency areas, which are highlighted below in greater detail so test-takers can better understand what each competency area covers specifically and what portion of the questions are drawn from each area.
One area that students need to study is customer-centric culture, as it comprises 16% of the total test questions. This area tests students on their knowledge of how to problem solve, work with other employees and customers, and create strategies that are effective at engaging employees into a customer-centric culture.
Organizational Adoption & Accountability
In this competency area, which comprises 19% of the questions on the exam, test-takers are tested on their knowledge of how to manage projects, take on leadership roles, and create goals that are aligned with customer-focused culture. This skill also focuses on how individuals are able to facilitate change within an organization.
VOC, Customer Insight, and Understanding
This competency area accounts for a total of 13% of the examination questions and focuses on how to use various measurements and tools that indicate customer experience in order to understand how to provide better services. This may include working with surveys, cold calls, and focus groups.
Experience Design & Improvement
A total of 16% of the CCXP exam questions focus on topics in experience design and improvement. This includes topics such as how to incorporate customer feedback when initiating change in an organization and being able to accurately assess a customer's experience with an organization or business.
Metrics, Measurement & ROI
This competency area makes up a total of 20% of the exam and focuses on topics like how to use various types of data to create effective strategies and develop ideas to improve a customer's experience. The test covers data mining, various research methodologies, and ways to measure customer experience.
Customer Experience Strategy
Finally, the customer experience strategy competency area comprises 16% of the exam and focuses on topics in how to best engage both employees and customers, various types of business strategies that could be used to increase engagement, and an overview of customer experience best practices.
Studying for the CCXP Exam
In order to pass the CCXP exam, students should familiarize themselves with the format and content of the exam, as detailed above. Then, they may want to devise a study schedule that takes into account how much time they have before their exam date, their study habits, and general lifestyle. For example, an individual with a full-time job and family may have less available time per day to study than a single individual.
Test-takers may also want to consider signing up for a test preparation service or course, like the one offered by Study.com. Their CCXP examination study guide, provides students with an in-depth look at the concepts and ideas that are covered on the exam. Students can move efficiently through the study guide, which includes 9 chapters that are broken up into smaller lessons, in order to best prepare themselves for the examination. The study guide includes lesson quizzes, chapter tests, and a full-course practice test that can help students further develop their skills and knowledge before test day.
Additionally, students may want to learn about what other types of test preparation resources are available. Study.com provides a helpful comparison chart, the CCXP Prep Product Comparison, that provides test-takers with information about other test preparation resources.