CCXP FAQs

Most recognized and admired professional credential in the customer experience industry. Recognition of high levels of knowledge of, and competency across, the customer experience discipline. Framework for continued professional development to retain the credential, thus demonstrating commitment to continuous improvement.

The Customer Experience Professionals Association (CXPA) created the CCXP program for the field of customer experience. The association brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing it as a recognized and admired professional discipline.

Learn more about the Customer Experience Professionals Association and their mission to enhance the growing field of customer experience management.

Identifies employees and candidates who possess required expertise for customer experience roles. Demonstrates an organization’s commitment to CX excellence. Ensures ongoing professional development of employee(s). Network of like-minded peers for employee(s) to leverage for advice, best practices, and tools.

Lead efforts to improve the organization’s customer experience. Be able to establish and operationalize a set of CX practices. Be an evangelist for customer-centricity in the organization. Provide analysis and guidance to executives and peers to design better customer experiences with the organization’s products and services. Leverage other CCXPs and CXPA members for advice, best practices, and tools.

Anyone with a bachelor’s degree and a minimum of three years of full-time CX-specific work experience is eligible to take the exam. An alternate pathway to eligibility is a high school diploma (or equivalent) and a minimum of five years of full-time CX-specific work experience. The CX-specific work experience needs to include well-rounded practice and leadership across the six competency areas. More details are available on certification eligibility including experience and education requirements, plus an alternative pathway.

The certification exams are completed at designated locations that have monitored test facilities. The content in the 100-question computer-based exam covers the six competencies that the CXPA has identified as required knowledge for CCXP candidates:

• Customer-Centric Culture
• Voice of the Customer, Customer Insight, and Understanding
• Organizational Adoption and Accountability
• Customer Experience Strategy
• Experience Design, Improvement, and Innovation
• Metrics, Measurement, and ROI

Many candidates spend several weeks and/or months studying before taking the exam. 

Certification Application and Examination fees are:

• CXPA Member: $495 (USD)
• Non-Member of the CXPA: $645 (USD)
• Non-Member including a one-year CXPA membership: $720 (USD)

Note: Applications that are not approved for examination will be refunded, less a $150 application processing fee.

You will be employing someone who can lead or support your organization’s efforts to improve the customer experience (CX) you deliver. As part of this, they will be able to establish and operationalize a set of CX practices – plus, you will have an evangelist for customer-centricity across your organization. 

Furthermore, they’ll be able to provide analysis and guidance to executives and peers to design products and services that enhance your CX. As an added benefit, they can leverage their network of other CCXPs, CXPA members and resources for advice, best practices, and an ‘outside-in’ perspective that other companies have found valuable to further support their CX improvements.

The six competencies assessed for the CCXP designation are as follows:

• Customer-Centric Culture
• Voice of the Customer, Customer Insight, and Understanding
• Organizational Adoption and Accountability
• Customer Experience Strategy
• Experience Design, Improvement, and Innovation
• Metrics, Measurement, and ROI

Within each competency, there are specific job tasks, knowledge, skills and abilities identified as the basis for the exam. Additional information on these can be found here.

The employee will set an example of CX professionalism in their organization, and across their industry, to enhance the value of the CCXP designation for themselves and others. The individual will support peers in their shared efforts to understand and improve the experiences that their organization delivers to its customers.

They will positively represent the organization, and its brand, within the CX industry - and are expected to be an active member of the CX community. This will support building the community and body of knowledge within it, through contributions of best practices and advice. As a result, they will maintain their CCXP designation through continuously learning and improving their CX skillset.

CCXPs are required to complete – and record – 20 CCXP renewal credits (CRCs) to re-certify their status every two years. Each CRC unit is equivalent to 1 hour of planned, structured professional development aligned to one of the six competencies as referenced above.

There are five types of activity that CCXPs can complete to achieve the required CRCs. To maintain a balanced approach, CRCs should be earned in a minimum of two of the below categories:

• Training courses, seminars, podcasts and webinars
• In-company development
• Conferences
• College or University courses
• CXPA contributions

Additional information on these, including the required documentation, can be found here. This also contains a link to your portal on the CXPA website, where CRCs are recorded, plus up to date pricing for re-certifying.

It’s best practice to try and record CRCs as you complete them – this will make the process even smoother for you every two years!