The certificate is self-paced and delivered online. It consists of six comprehensive modules covering the complete Customer Experience lifecycle.

Module 1 – Introduction to the Professional Certificate in Customer Experience

• Introduction
• Definitions and Misconceptions of Customer Experience
• Introducing The Benefits & Key Principles of Customer Experience
• Introducing The CX Framework™
• Introducing The Customer Journey
• Introducing CX in Action
• Introducing Your Four Stages to CX Excellence

Module 2 – Understanding the Benefits of Customer Experience

• Introduction
• Differentiation and The Competitive Advantage
• Increasing Customer Retention and Loyalty
• The New Method of Customer Acquisition
• Staff Motivation and Engagement
• How CX Enables Cost Reduction
• Increasing Profits and Shareholder Value

Module 3 – The CX Framework™

• Introduction to The CX FrameworkTM
• I Trust You: Building the Foundations of Customer Relationships through Trust
• You Know Me: Treating Customers as Individuals and Human Beings
• You Make It Easy: Making it Easy and Effortless for Customers to do Business with your Company
• You Get Me: Showing customers you genuinely understand what it’s like to walk in their shoes
• You Deliver on Your Promise: Managing, meeting and exceeding expectations
• You Fix Things: Putting Things Right When They Go Wrong
• We’ve a Real Bond: Meaningful Customer Relationships Resulting in loyalty & advocacy – CX Excellence
• Applying The CX Framework To Staff
• Assessment 1

Module 4 – The Customer Journey

• Introduction
• Understanding Customer Journey Mapping
• The Five Steps to Successful Customer Journey Mapping
• Step 1: Understanding the Journey
• Step 2: Knowing Your Customers
• Step 3: Getting The Right People Involved
• Step 4: Walking Through the Journey
• Step 5: Completing Your Own Journey Map

Module 5 – CX in Action

• Introduction
• What Great CX Companies Have in Common
• The Role of Staff & Outsourced Partners in Delivering CX Excellence
• Getting Everyone Involved in Your CX Delivery
• How Digital Innovation Drives CX Excellence
• Using Technology & Artificial Intelligence
• Leveraging Your Data
• Measuring & Benchmarking Using Key CX Metrics

Module 6 – Your Four Stages To CX Excellence

• Introduction
• 6.1 Stage 1 – Where Are We Today?

• • Getting Leadership Buy-In
  • Setting Up Your CX Action Task Force
  • Benchmarking where your CX delivery currently stands before setting out

• 6.2 Stage 2 - Where We Want To Be & How To Get There

• • Designing a Clear and Believable Customer Promise
  • Action Planning Throughout Your Organisation
  • Testing Your New Promise Across Customer Journeys

• 6.3 Stage 3 – Are We There Yet?

• • Setting Up Your Internal Reporting Showing Progress
  • Identifying Your Critical CX Measurements & Return On Investment
  • Recruiting & Training You to Deliver CX Excellence

• 6.4 Now – Reap the Rewards! How to Bring Your CX Programme to Life So Your Customers Feel a Real Bond With Your Organisation

• • Differentiating Your Company through Your New Promise
  • Retaining Your Customers with Consistent CX Excellence
  • Your New Approach to Acquiring New Customers through CX Excellence

• Assessment 2

Delivery Method

The Professional Certificate is self-paced and delivered online through The CX Academy Learning Management System. They will support you on every step of the way along your learner journey. Access includes:

• Access to video lectures delivered by highly experienced CX Professionals
• Downloadable resources
• Insights & inspiration
• Assignments following each module
• Case studies
• Live Masterclasses/Webinars
• Recommended reading lists
• Links to all relevant online support
• Interactive support & guidance from your CX Mentor

Duration

• 12 hours structured learning
• 2 assessments (1 hour each)
• Total study time: approximately 14 hours
• Access validity: 3 months

Assessment Methodology

• Two online assessments (Multiple choice)
• 1 hour per assessment
• 50 multiple-choice questions each

Passing Criteria

• 60%+ average across both assessments = Pass
• 90%+ average = Distinction

Retakes

• First retake: Free
• Second retake: €50
• Maximum two retakes allowed