Certified Customer Experience Specialist

A Customer Experience (CX) certification is a formal recognition that validates an individual’s knowledge and skills in designing, managing and improving the customer experience.

Earning this certification can demonstrate an individual’s ability to contribute significantly to customer satisfaction and loyalty, as well as to implement effective customer experience management practices in an organization.

Objective

Improve professional skills and set quality standards in customer experience management, foster innovation, measure and analyze customer satisfaction, implement customer-centric strategies, lead organizational change, increase business competitiveness and develop effective communication skills. These objectives ensure that certified professionals can design, manage and continuously improve the interactions and processes that affect customer satisfaction and loyalty, benefiting both individuals and organizations.

Directed to

Anyone who is interested in certifying their knowledge in the area and wishes to implement new tools to plan and organize the components of a service of excellence, to improve their interaction with the business experience.

Main Topics

Customer Understanding

  • Customer research and analysis: Qualitative and quantitative methods.
  • Customer segmentation: Techniques and tools.
  • Customer journey mapping: Identification of key touch points.
  • Customer feedback: Surveys, interviews and analysis of comments.

Customer Experience Design

  • Customer-centered design principles.
  • Creation of experience maps: Visualization of customer experience.
  • Service design: Tools and methodologies.
  • Innovation in CX: Techniques and approaches for innovation.

Customer Experience Management

  • CX Strategy: Development and implementation.
  • Organizational change management: Leadership and management of CX projects.
  • Customer-centric culture: Internal development and promotion.
  • Customer Relationship Management (CRM): Use of technologies and systems.

CX Measurement and Analysis

  • CX metrics and KPIs: NPS, CSAT, CES and others.
  • Customer data analysis: Analytical tools and techniques.
  • Customer loyalty assessment: Methods and approaches.
  • Reporting and communication of results: Data presentation and analysis.

Implementation of Improvement Strategies

  • Planning of improvement initiatives.
  • Execution of CX projects: Project and resource management.
  • Process optimization: Continuous improvement and Lean and Six Sigma methodologies.
  • Evaluation and adjustment of strategies: Results-based review and adaptation.

CX Technologies and Tools

  • Customer experience platforms (CXP).
  • CRM systems.
  • Feedback analysis tools.
  • CX automation and customization.

Communication and Leadership Skills

  • Effective communication with clients: Techniques and practices.
  • Leadership in CX: Leadership skills and team management.
  • Negotiation and conflict resolution.
  • Training and development of customer-focused teams.

Exam duration:

60 minutes

Number of questions in the exam:

40

Exam style:

Multiple choice

Passing score:

80% - 32 correct questions

Prerequisites:

There is no

Use of supporting resources:

Not authorized

Second option:

Yes

Exam languages:

Spanish - English

Exam level:

Intermediate/high

Certification validity:

4 years

USD$

400

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