The, Customer Experience Professionals Association (CXPA), a global nonprofit organization supporting practitioners in the emerging field of Customer Experience Management (CXM) announced at its third annual Members Insight Exchange that is launching a Certification Program in 2013. Under this new multi-level program, candidates’ will be tested and those mastering core skills will be recognized with a certificate and the Certified Customer Experience Professional (CCXP) designation. The program is open to the public and CXPA members will be offered discounts on testing fees.
According to CXPA, no industry-wide, standardized system for CX practitioners to demonstrate their expertise and accomplishments has existed until now, and no formal credentials that showcase an individual’s standing in the industry. As a non-profit, independent association, CXPA is well positioned to establish the new program as an admired professional credential.
The certification program will launch with online testing for one certification level aimed at manager-level practitioners. The program covers 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, Experience Improvement, Experience Innovation, Metrics, Measurement, and ROI, and CX Strategy.
More advanced certificate levels will be added in future. Recipients will receive “recognition kits” so they can promote themselves as CCXPs, and will be added to a public database of CCXP practitioners to allow job seekers and hiring companies to search for candidates with credentials.
“There is clearly a need for a professional certification in our industry, as shown by the many requests we have received,” said Parrish Arturi of Fidelity investments, CXPA Co-Chair leading the development of the CCXP program. “Earning the CCXP designation will provide a professional status that employers can count on, and one which practitioners can be proud to achieve.”
Program development is already underway, with availability scheduled before the end of 2013.