How to Become CCXP Certified

Tuesday, Jun 28th 2022
woman sitting in front of a whiteboard with a diagram of a plan

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).

Why?

I like to take on new challenges. For years, I’ve been looking at our customers through the lens of my product marketing responsibilities I wanted to think outside of the box, I wanted to get closer to our customers and understand their moments of pain and delight.

Creating a good customer experience is a key competitive advantage for organizations who understand its value.

At GMC Software, we are now using our own cloud solution to map our customers’ journey and lifecycle. GMC Software's Inspire Customer Journey Mapping SaaS platform helps us identify gaps and pains, it helps us detect what works best for our customers.

How?

Through the CXPA website, I contacted a professional CCXP trainer (Jerry Angrave). We talked a few times over the phone for him to determine if the CCXP program was what I needed (which it was, as a product manager for Customer Journey Mapping solutions and since I’ve conducted over 100 interviews with prospects, customers, integrators and consulting firms about this subject).

Jerry guided me through the Exam Readiness Session with materials created by him and some materials provided by the CXPA (Customer Experience Professionals Association).

We reviewed documents, putting into perspective our own experience, sharing examples from different companies we talked, worked or interacted with.

I then registered and became a member of the CXP Association (CXPA).

People on the forums discussing the exam shared the fact the exam often had to be taken more than once before passing it. There were also a lot of useful recommendations as to how to prepare for the exam.

I decided to follow a great recommendation and read the book “Outside-In: The Power of Putting Customers at the Center of Your Business."

My 2 years thus far of working on the topic of Customer Journey, reading numerous articles, conducting over 100 interviews to understand how we could develop an online solution to help companies map their customers' journeys and improve customer experience, gave me a very good background for the exam.

When?

On the day of the exam, I went to London (UK) where the exam was being held.

I had 2 hours to go through 70 questions. I spent the first hour going through the entire set of questions and spent the second hour reviewing my answers. The passing grade is 80%.

I am very proud of having passed the exam the first time round. Besides the result in itself, I must say I learned a lot in the process of becoming a CCXP.

I would highly recommend it to anyone in charge of customer experience practices in their own organization.