About

The CCXP (Certified Customer Experience Professional) is a globally recognized certification offered by the Customer Experience Professionals Association (CXPA). It validates a professional’s knowledge and competency in managing, designing, and improving customer experience strategies across an organization.

Learning Objectives

After preparing for CCXP, candidates will be able to:

• Understand core customer experience (CX) principles and frameworks
• Design and manage end-to-end customer journeys
• Apply customer insights and analytics to improve experiences
• Align CX strategy with organizational goals and culture
• Measure and improve CX performance using governance and metrics
• Lead and sustain customer-centric change initiatives

Exam Content (Domains)

The CCXP exam covers six core CX domains:

1. CX Strategy
   • Vision, alignment, and customer-centric culture
2. Customer Understanding
   • Voice of the Customer (VoC), research, personas, insights
3. Experience Design, Improvement & Innovation
   • Journey mapping, service design, continuous improvement
4. Metrics, Measurement & ROI
   • CX metrics (NPS, CSAT), performance measurement, business impact
5. Organizational Adoption & Accountability
   • Change management, governance, employee engagement
6. CX Management & Leadership
   • CX maturity, leadership roles, sustainability

Exam Information

• Exam Format: Multiple-choice questions
• Number of Questions: 100
• Duration: 2 hours
• Delivery: Computer-based (online or test centre)
• Passing Score: Determined by CXPA (scaled scoring)
• Prerequisites:
  • At least 3 years of full-time CX-related experience
  • Agreement to CXPA Code of Conduct

Recertification

• Cycle: Every 2 years
• Requirement: Earn 20 CXPA Continuing Professional Development (CPD) credits
• Activities That Qualify:
  • CX training and education
  • Professional experience and leadership activities
  • Speaking, writing, or teaching in CX
• Fee: Recertification fee applies (varies for members/non-members)