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CXPA to Deliver Certification Program for Customer Experience Professionals
Responding to Industry Need and Interest, Certificate Program Will Roll Out by Year's End(PresseBox) ( Wakefield, MA, )
The CXPA is an international non-profit organization created to guide and enhance the growing professional field of customer experience management. Under the new program, candidates' mastery in the field will be rigorously tested, and successful practitioners will earn certificates and the designation of Certified Customer Experience Professional (CCXP). The program will be open to the public, and CXPA members will receive discounts on the testing fees.
The purpose of the CCXP program is to provide a means for individuals to obtain professional recognition that they possess a high level of knowledge. Until now, there has been no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcase an individual's standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.
"Professional certification is a natural extension of the evolution of the industry, and the CXPA is best positioned to deliver it, given our unique position as the only non-biased entity in the CX ecosystem," said Parrish Arturi of Fidelity Investments, CXPA co-chair and leader of the effort to develop the CCXP program. "There is clearly a need for a professional certification in our industry, as shown by the many requests we have received. Earning the CCXP designation will provide a professional status that employers can count on, and one which practitioners can be proud to achieve."
The certification program is another avenue through which the CXPA is delivering on its mission to advance the profession of CX management, building on its many offerings that help members master the competencies required to be successful. For practitioners, CCXP credentials will validate their standing as CX professionals, and the planned certification levels will provide a framework in which they can progress and mature in the CX industry, as well as increasing their appeal to employers.
The CCXP program will start with one certification level of online testing, aimed at manager-level practitioners and covering a core set of CX competency areas, including Customer Centric Culture; Organization Adoption and Accountability; Voice of the Customer/Customer Insight and Understanding; Experience Design, Improvement and Innovation; Metrics, Measurement and ROI; and CX Strategy. More advanced certificate levels will be added in future. Recipients will receive "recognition kits" to enable them to promote themselves, and the CXPA will offer a searchable public database of CCXPs to assist job-seekers and hiring companies.
The CXPA has begun the development of the CCXP program and plans to make the CCXP available in 2013, with a number of professionals earning their CCXP certifications by the end of the year.
Customer Experience Professionals Association, CXPA, and the CXPA logo are trademarks of the Customer Experience Professionals Association.
All other company names mentioned may be trademarks or registered trademarks of their respective holders.
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