Available Dates

May-13-2024

London
June-10-2024

London
July-08-2024

London
Aug-12-2024

London
Sep-09-2024

London
Oct-14-2024

London
Nov-11-2024

London
Dec-09-2024

London

Dates in Other Venues

May-06-2024

Paris
May-06-2024

Singapore
May-13-2024

Amsterdam
May-20-2024

Dubai
May-20-2024

Barcelona
May-27-2024

Istanbul
May-27-2024

Kuala Lumpur
June-03-2024

Singapore
June-03-2024

Paris
June-10-2024

Amsterdam
June-17-2024

Dubai
June-17-2024

Barcelona
June-24-2024

Istanbul
June-24-2024

Kuala Lumpur
July-01-2024

Paris
July-01-2024

Singapore
July-08-2024

Amsterdam
July-15-2024

Dubai
July-15-2024

Barcelona
July-22-2024

Kuala Lumpur
July-29-2024

Istanbul
Aug-05-2024

Singapore
Aug-05-2024

Paris
Aug-12-2024

Amsterdam
Aug-19-2024

Dubai
Aug-19-2024

Barcelona
Aug-26-2024

Istanbul
Aug-26-2024

Kuala Lumpur
Sep-02-2024

Singapore
Sep-02-2024

Paris
Sep-09-2024

Amsterdam
Sep-16-2024

Barcelona
Sep-16-2024

Dubai
Sep-23-2024

Kuala Lumpur
Sep-30-2024

Istanbul
Oct-07-2024

Paris
Oct-07-2024

Singapore
Oct-14-2024

Amsterdam
Oct-21-2024

Barcelona
Oct-21-2024

Dubai
Oct-28-2024

Istanbul
Oct-28-2024

Kuala Lumpur
Nov-04-2024

Singapore
Nov-04-2024

Paris
Nov-11-2024

Amsterdam
Nov-18-2024

Dubai
Nov-18-2024

Barcelona
Nov-25-2024

Istanbul
Nov-25-2024

Kuala Lumpur
Dec-02-2024

Paris
Dec-02-2024

Singapore
Dec-09-2024

Amsterdam
Dec-16-2024

Dubai
Dec-16-2024

Barcelona
Dec-23-2024

Kuala Lumpur
Dec-30-2024

Istanbul

Course Details

Welcome to LPC's comprehensive course on “Certified Customer Experience Professional”! Today’s business landscape emphasizes the importance of providing exceptional customer experience for business success. This 5-day learning journey, brought to you by LPC, is designed to equip you with the essential knowledge and skills to effectively develop and implement customer experience initiatives.

Over the next 5 days, LPC will guide you through a journey into the intricacies of customer experience, starting with the foundational concepts and progressively advancing towards strategic implementation and measurement. We’ll define customer experience, customer journey map, persona, voice of customer. Moving forward, we’ll develop customer experience strategies that aligns with business objectives and design metrics for measurements. Then, we’ll learn how to implement culture and accountability into business and fostering a customer-centric culture.

By the end of this course, you’ll be ready to take CCXP exam and improve your performance. Besides, you’ll be able to implement successful customer experience initiatives within your organization. So, let's embark on this journey together towards mastering the art of Customer Experience with LPC!

By the end of this course, participants should be able to:

Demystify customer experience (CX) and its core concepts
Mapping customer journey and create customer persona
Implementing Voice of Customer (VOC) programs
Develop CX strategy and implement strategic management
Identifying customers needs and expectations using various models
Designing CX metrics for measuring performance
Implement culture and accountability for a customer-centric environment
Learn customer-centric models for organizations
Practice CCXP exam questions and improve performance

CX Professionals
Marketing Professionals
Sales Professionals
Business Leaders
Business Executives
Product Managers
Customer Service Representatives
Support Agents
Entrepreneurs
Business Owners
Anyone Transitioning to CX Roles

Our courses in London take place at the following locations :

LPC Oxford Street Offices: 25 N Row, London W1K 6DJ

The Cumberland Hotel c, o, Great Cumberland Pl, London W1H 7DL

Hilton London Paddington: 146 Praed St, London W2 1EE, United Kingdom

Once you register for this course, we will subsequently send the invoice and course information, including location, trainer, and other logistics.

Pay Attention, Please! The course location is subject to availability; the course time will be precise one week before the course start date! We may change the course location if there is no availability, and we will let you know about the location change once it happens.

Course Outline

5 days course

Day 1

Day 2

Day 3

Day 4

Day 5

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

Certified Customer Experience Professional

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Course Details

Course Outline

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