CXPA Launches Certification Initiative for Customer Experience Professionals

Free Informational Webinar, April 2 at Noon Eastern Time

Wakefield, Mass., (PresseBox) - The Customer Experience Professionals Association (CXPA), the international non-profit organization created to guide and enhance the growing field of customer experience management, today announced the public launch of its Certification initiative. Under the new program, candidates' mastery in the CX field will be rigorously tested, and successful practitioners will earn the designation of Certified Customer Experience Professional (CCXP). Certification is open to all; CXPA members receive discounts on the examination fees.

The CCXP certification is unusual in that it is not tied to a specific training course in the CX industry nor to any specific technology platform. As an unbiased third party that provides definitive standards and best practices for CX management, the CXPA has worked to deliver an independent certification program that evaluates an individual's knowledge, skills and competency based on job-related criteria.

A public webinar featuring Parrish Arturi of Fidelity Investments, CXPA co-chair and leader of the CCXP development effort, will provide details about the CCXP and the process to obtain the certification, on Thursday, April 2, at 9 a.m. PT/12 noon ET/5 p.m. BT. There is no charge to attend, but registration is needed.

"The availability of the CCXP designation is an evolutionary milestone for our field, and the CXPA is proud to be able to offer CX practitioners the opportunity to obtain these professional credentials," said Arturi. "We're grateful for the assistance provided by the many professionals involved, including most recently the CXPA members who beta-tested the examination. Going forward, having earned the CCXP designation will provide a meaningful professional status that employers can count on, and that individuals can be proud to achieve."

"I loved the idea of our Customer Experience field having an independent certification, so I approached the opportunity to take the exam with excitement," said Tabitha Dunn of Citrix Systems, one of the pre-launch exam-takers. "Having the certification gives CX professionals something to aspire to as a measure of their success. The CCXP is the next step in establishing CX as a field of expertise in its own right, and that will help all of us in creating better customer experiences."

There are three stages on the road to CCXP designation: application and acceptance, examination registration and successful completion, and credentials use and maintenance. The CXPA offers helpful materials for people who have decided to seek the CCXP designation, such as an exam day checklist and sample questions. The experiences of some early CCXPs are posted on the CXPA "Lessons Learned" blog, for additional background.

The CCXP initiative is the latest addition to the CXPA's many offerings that help members master the competencies required to be successful. For practitioners, earning CCXP credentials will validate their standing as CX professionals, as well as increasing their appeal to employers.

The initial CCXP level is aimed at manager-level practitioners. It covers a core set of CX competencies: 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. CCXP recipients will receive "recognition kits" to enable them to promote themselves, and the CXPA will offer a searchable public directory of CCXPs to assist job-seekers and hiring companies.

The six competencies of the CCXP will be explored in depth at the CXPA's fourth annual Insight Exchange event, which takes place May 13-14 at the Loews Atlanta Hotel. More information and registration are available on the CXPA website.

Led by respected experts in the customer experience field, the CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience management.

Customer Experience Professionals Association

The Customer Experience Professionals Association is a global non-profit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and facilitates the industry-wide advancement of the discipline of customer experience management. The CXPA's members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry.

Founded in April 2011, the CXPA has 80 Corporate Members and more than 2,400 customer experience professionals in its community. CXPA Gold Sponsors include Confirmit, ForeSee, Genesys, Oracle, and Verint. Clarabridge, Inc., Corsential, LiveOps, Mattersight Corporation, Medallia, ResponseTek and TNS are CXPA Silver Sponsors. For more information, visit

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