Introduction:
The Certified Customer Experience Professional (CCXP) program is designed to equip individuals with the knowledge and skills required to deliver exceptional customer experience. This program is aimed at professionals who are responsible for customer experience management, including customer service managers, marketing professionals, and business owners. The CCXP program is globally recognized and is awarded by the Customer Experience Professionals Association (CXPA).
Objectives:
The objectives of this training program are to:
- Provide an understanding of the principles and practices of customer experience management
- Equip participants with the skills required to design and implement a customer experience strategy
- Develop participants' ability to measure and analyze customer feedback
- Provide insights into the latest trends and innovations in customer experience management
Target Audience:
This training program is ideal for:
- Customer service managers and supervisors
- Marketing professionals
- Business owners and entrepreneurs
- Anyone responsible for customer experience management
Outlines:
Day 1:
Introduction to Customer Experience Management
- Understanding the customer experience
- Key principles of customer experience management
- The benefits of delivering exceptional customer experience
Day 2:
Designing a Customer Experience Strategy
- Identifying customer needs and expectations
- Developing a customer-centric culture
- Creating a customer journey map
Day 3:
Measuring Customer Feedback
- Understanding customer feedback channels
- Designing effective surveys
- Analyzing and interpreting customer feedback
Day 4:
Implementing a Customer Experience Strategy
- Implementing a customer feedback program
- Training employees to deliver exceptional customer experience
- Aligning customer experience with business goals
Day 5:
CCXP Exam Preparation and Review
- Overview of the CCXP exam
- Review of the CCXP exam competencies and skills
- Exam preparation tips and strategies
- Practice exam questions and answers
