Those who wish to be recognized for their expertise in the field of customer experience, including managing programs related to customer experience strategy, may wish to consider sitting for the CCXP (Certified Customer Experience Professional) exam. Read on to learn more about what to expect from this exam and how you can prepare.
What Can I Expect from the CCXP Exam?
The CCXP exam is a 100-question multiple-choice examination. The exam is computer based, and it can be taken at Prometric and ISQ test centers nationwide. Those taking the test will have three hours to complete it. The CCXP exam is only offered in English.
The content of the test was developed through an industry-wide job task analysis, regarding frequent responsibilities of customer experience professionals. The domains in the chart below are tested on the CCXP Exam.
|Domain||Types of Competencies Addressed||Number of Questions|
|Metrics, Measurement, and ROI||Relationship and financial metrics, data mining, clear communication of data||20|
|Organizational Adoption and Accountability||Principles of project management, reporting of customer experience information to varied audiences, leading cross-functional teams||19|
|Customer-Centric Culture||Delivering customer experience training to other employees, employee engagement and recognition strategies, relationship-building||16|
|Experience Design, Improvement, and Innovation||Design thinking, customer experience mapping, gap analysis||16|
|Customer Experience Strategy||Creation of branded experiences, business strategy planning, internal marketing||16|
|VOC, Customer Insight, and Understanding||Conduct surveys, focus groups, and other research to hear customer voice, analyze feedback, conduct predictive analyses||13|
An score of 80% or above constitutes a passing grade for the exam, and examinees will receive their score immediately upon completion of the test.
Who May Take the CCXP Exam?
Those who wish to take the CCXP exam should hold a bachelor's degree and have three years of full-time customer service experience or they may have a high school diploma and five years of direct full-time experience. Experience should include roles working in the following categories:
- Experience design and improvement
- Metrics, measurements and ROI
- Organizational accountability
- Customer experience strategy
- Customer insights and understanding
- Customer-centric cultures
- Organizational adoption and accountability
Individuals who believe they meet these requirements may apply via an online form at the Customer Experience Professionals Association (CXPA) website. Their application will be reviewed and, if the guidelines are met, the candidate will receive an invitation to schedule the CCXP exam. The exam must be taken within six months of the day the application is approved.
How Can I Prepare for the CCXP Exam?
The CXPA provides several resources to prepare for the CCXP exam on their website, including an exam blueprint and sample questions. If you wish to engage in a comprehensive review, Study.com offers a CCXP Exam Study Guide and practice test so that you can ensure your readiness.
What Do I Need to Know After I'm Certified?
The initial certification upon the completion of the examination will be valid for two years. After this period of time, certified professionals must complete 20 hours of professional development per year. These activities may include training events, customer experience conference, or work within the CXPA. The CXPA does post the names of those who are certified on its website, to help employers locate these qualified individuals.