Certified Customer Experience Professional

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • May-27-2024

    Kuala Lumpur

  • June-24-2024

    Kuala Lumpur

  • July-22-2024

    Kuala Lumpur

  • Aug-26-2024

    Kuala Lumpur

  • Sep-23-2024

    Kuala Lumpur

  • Oct-28-2024

    Kuala Lumpur

  • Nov-25-2024

    Kuala Lumpur

  • Dec-23-2024

    Kuala Lumpur

Dates in Other Venues

  • May-27-2024

    Istanbul

  • June-03-2024

    Singapore

  • June-03-2024

    Paris

  • June-10-2024

    London

  • June-10-2024

    Amsterdam

  • June-17-2024

    Barcelona

  • June-17-2024

    Dubai

  • June-24-2024

    Istanbul

  • July-01-2024

    Singapore

  • July-01-2024

    Paris

  • July-08-2024

    London

  • July-08-2024

    Amsterdam

  • July-15-2024

    Barcelona

  • July-15-2024

    Dubai

  • July-29-2024

    Istanbul

  • Aug-05-2024

    Singapore

  • Aug-05-2024

    Paris

  • Aug-12-2024

    London

  • Aug-12-2024

    Amsterdam

  • Aug-19-2024

    Barcelona

  • Aug-19-2024

    Dubai

  • Aug-26-2024

    Istanbul

  • Sep-02-2024

    Singapore

  • Sep-02-2024

    Paris

  • Sep-09-2024

    Amsterdam

  • Sep-09-2024

    London

  • Sep-16-2024

    Barcelona

  • Sep-16-2024

    Dubai

  • Sep-30-2024

    Istanbul

  • Oct-07-2024

    Paris

  • Oct-07-2024

    Singapore

  • Oct-14-2024

    Amsterdam

  • Oct-14-2024

    London

  • Oct-21-2024

    Barcelona

  • Oct-21-2024

    Dubai

  • Oct-28-2024

    Istanbul

  • Nov-04-2024

    Paris

  • Nov-04-2024

    Singapore

  • Nov-11-2024

    Amsterdam

  • Nov-11-2024

    London

  • Nov-18-2024

    Dubai

  • Nov-18-2024

    Barcelona

  • Nov-25-2024

    Istanbul

  • Dec-02-2024

    Paris

  • Dec-02-2024

    Singapore

  • Dec-09-2024

    London

  • Dec-09-2024

    Amsterdam

  • Dec-16-2024

    Dubai

  • Dec-16-2024

    Barcelona

  • Dec-30-2024

    Istanbul

Course Details

Course Outline

5 days course

Introduction to Customer Experience (CX)

 

  • Defining customer experience and its related core concepts
  • Mapping customer journey and creating persona
  • Utilizing voice of the customer (VOC) program for improving CX
  • Analyzing and assessing CX gaps
  • Overview of CCXP exam and its benefits

Customer Experiences Strategy

  • Understanding CX strategy and the component of strategic management
  • Determining customer needs and expectations

  •      Critical to Quality/ Critical to Experience
  •      Kano Model
  •      Herzberg Two-Factor Theory
  •      SERVQUAL
  •      Elements of Value

  • Utilizing intended customer experiences
  • Building a CX strategy aligns with business goals and values
  •  Role of stakeholders’ engagement and communication, and the importance of developing a communication plan

Designing & Measuring CX Strategy

  • Defining metrics, measurement and ROI
  • Designing CX metrics for measurement
  • Familiarizing with measuring emotions, sentiment, and cost
  • Principles of designing CX
  • Implementing innovation and creativity into CX

Culture & Accountability

  • Determining the role of leadership in creating culture
  • Utilizing customer-centric organizational models
  • Understanding change management methods
  • Role of empowering employees and engage them to create values
  • Measuring culture and accountability to maximize employee experience

CCXP Exam Preparation & Practices

  • Overview of exam format, content and environment
  • Strategies to answer exam questions and improve performance
  • Simulating CCXP exam and feedback
  • Providing additional resources for CCXP preparation
  • Course recap and Q&A