Certified Customer Experience Professional training course

Certified Customer Experience Professional

Available Dates

Venue

Nov-25-2024

Kuala Lumpur
Nov-25-2024

Istanbul
Dec-02-2024

Paris
Dec-02-2024

Singapore
Dec-09-2024

London
Dec-09-2024

Amsterdam
Dec-16-2024

Barcelona
Dec-16-2024

Dubai
Dec-23-2024

Kuala Lumpur
Dec-30-2024

Istanbul
Jan-06-2025

Kuala Lumpur
Jan-06-2025

Istanbul
Jan-13-2025

Singapore
Jan-13-2025

Paris
Jan-20-2025

London
Jan-20-2025

Amsterdam
Jan-27-2025

Dubai
Jan-27-2025

Barcelona
Feb-03-2025

Istanbul
Feb-03-2025

Kuala Lumpur
Feb-10-2025

Paris
Feb-10-2025

Singapore
Feb-17-2025

London
Feb-17-2025

Amsterdam
Feb-24-2025

Barcelona
Feb-24-2025

Dubai
Mar-03-2025

Kuala Lumpur
Mar-03-2025

Istanbul
Mar-10-2025

Singapore
Mar-10-2025

Paris
Mar-17-2025

London
Mar-17-2025

Amsterdam
Mar-24-2025

Barcelona
Mar-24-2025

Dubai
Apr-07-2025

Kuala Lumpur
Apr-07-2025

Istanbul
Apr-14-2025

Singapore
Apr-14-2025

Paris
Apr-21-2025

Amsterdam
Apr-21-2025

London
Apr-28-2025

Barcelona
Apr-28-2025

Dubai
May-05-2025

Kuala Lumpur
May-05-2025

Istanbul
May-12-2025

Paris
May-12-2025

Singapore
May-19-2025

Amsterdam
May-19-2025

London
May-26-2025

Dubai
May-26-2025

Barcelona
June-02-2025

Istanbul
June-02-2025

Kuala Lumpur
June-09-2025

Paris
June-09-2025

Singapore
June-16-2025

Amsterdam
June-16-2025

London
June-30-2025

Dubai
June-30-2025

Barcelona
June-30-2025

Istanbul
June-30-2025

Kuala Lumpur
July-07-2025

Kuala Lumpur
July-07-2025

Istanbul
July-14-2025

Singapore
July-14-2025

Paris
July-21-2025

Amsterdam
July-21-2025

London
July-28-2025

Dubai
July-28-2025

Barcelona
Aug-04-2025

Istanbul
Aug-04-2025

Kuala Lumpur
Aug-11-2025

Paris
Aug-11-2025

Singapore
Aug-18-2025

Amsterdam
Aug-18-2025

London
Aug-25-2025

Dubai
Aug-25-2025

Barcelona
Sep-01-2025

Kuala Lumpur
Sep-01-2025

Istanbul
Sep-08-2025

Paris
Sep-08-2025

Singapore
Sep-15-2025

London
Sep-15-2025

Amsterdam
Sep-22-2025

Istanbul
Sep-22-2025

Kuala Lumpur
Sep-29-2025

Barcelona
Sep-29-2025

Dubai
Oct-06-2025

Istanbul
Oct-06-2025

Kuala Lumpur
Oct-13-2025

Singapore
Oct-13-2025

Paris
Oct-20-2025

London
Oct-20-2025

Amsterdam
Oct-27-2025

Dubai
Oct-27-2025

Barcelona
Nov-03-2025

Istanbul
Nov-03-2025

Kuala Lumpur
Nov-10-2025

Singapore
Nov-10-2025

Paris
Nov-17-2025

London
Nov-17-2025

Amsterdam
Nov-24-2025

Barcelona
Nov-24-2025

Dubai
Dec-01-2025

Kuala Lumpur
Dec-01-2025

Istanbul
Dec-08-2025

Singapore
Dec-08-2025

Paris
Dec-15-2025

London
Dec-15-2025

Amsterdam
Dec-22-2025

Barcelona
Dec-29-2025

Istanbul
Dec-29-2025

Kuala Lumpur
Dec-29-2025

Dubai

Course Details

Welcome to LPC's comprehensive course on “Certified Customer Experience Professional”! Today’s business landscape emphasizes the importance of providing exceptional customer experience for business success. This 5-day learning journey, brought to you by LPC, is designed to equip you with the essential knowledge and skills to effectively develop and implement customer experience initiatives.

Over the next 5 days, LPC will guide you through a journey into the intricacies of customer experience, starting with the foundational concepts and progressively advancing towards strategic implementation and measurement. We’ll define customer experience, customer journey map, persona, voice of customer. Moving forward, we’ll develop customer experience strategies that aligns with business objectives and design metrics for measurements. Then, we’ll learn how to implement culture and accountability into business and fostering a customer-centric culture.

By the end of this course, you’ll be ready to take CCXP exam and improve your performance. Besides, you’ll be able to implement successful customer experience initiatives within your organization. So, let's embark on this journey together towards mastering the art of Customer Experience with LPC!

By the end of this course, participants should be able to:

Demystify customer experience (CX) and its core concepts
Mapping customer journey and create customer persona
Implementing Voice of Customer (VOC) programs
Develop CX strategy and implement strategic management
Identifying customers needs and expectations using various models
Designing CX metrics for measuring performance
Implement culture and accountability for a customer-centric environment
Learn customer-centric models for organizations
Practice CCXP exam questions and improve performance

CX Professionals
Marketing Professionals
Sales Professionals
Business Leaders
Business Executives
Product Managers
Customer Service Representatives
Support Agents
Entrepreneurs
Business Owners
Anyone Transitioning to CX Roles

Course Outline

5 days course

Day 1

Day 2

Day 3

Day 4

Day 5

Introduction to Customer Experience (CX)

Defining customer experience and its related core concepts
Mapping customer journey and creating persona
Utilizing voice of the customer (VOC) program for improving CX
Analyzing and assessing CX gaps
Overview of CCXP exam and its benefits

Customer Experiences Strategy

Understanding CX strategy and the component of strategic management
Determining customer needs and expectations

Critical to Quality/ Critical to Experience
Kano Model
Herzberg Two-Factor Theory
SERVQUAL
Elements of Value

Utilizing intended customer experiences
Building a CX strategy aligns with business goals and values
Role of stakeholders’ engagement and communication, and the importance of developing a communication plan

Designing & Measuring CX Strategy

Defining metrics, measurement and ROI
Designing CX metrics for measurement
Familiarizing with measuring emotions, sentiment, and cost
Principles of designing CX
Implementing innovation and creativity into CX

Culture & Accountability

Determining the role of leadership in creating culture
Utilizing customer-centric organizational models
Understanding change management methods
Role of empowering employees and engage them to create values
Measuring culture and accountability to maximize employee experience

CCXP Exam Preparation & Practices

Overview of exam format, content and environment
Strategies to answer exam questions and improve performance
Simulating CCXP exam and feedback
Providing additional resources for CCXP preparation
Course recap and Q&A

Certified Customer Experience Professional

Course Info

Course Details

Course Outline

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