Get Recognized as a
CX Management Professional
Certify your CX Skills through our virtual education platform!
Certification Benefits
Client Experience Management Professional
Participate in 6 out of 20+ virtual, peer-to-peer workshops and complete a case study to receive your CXMP Certification.
Gain more authority
CXMP professionals stand out amongst their peers, increasing their influence and authority to create change in their organizations. Be recognized for your CX knowledge and leadership.
Be a catalyst for change
Each CXMP learning module leaves you with a plan for change. Unlike traditional courses, your learning is using your own firm as the laboratory to experiment, measure, and sustain change.
Be among the best
Join the ranks of the most engaged CX Professionals around the world. Our peer-based learning model assures you are gaining real-world experience in collaboration with others like you.
Certification Workshops
Complete 6 of these live, hands-on workshops and complete a case study to receive your CXMP Certification.
Current CXMP candidates and alumni can access our Learning & Resource Center to review past workshops and course materials.
1.16.26 | CX & EX in Mergers and Acquisitions
Studies show that companies that make client experience their business priority are outperforming their competition. Additionally, these experience-led companies have 1.6x higher brand awareness, 1.5x higher employee satisfaction, and 1.7x higher client retention. But what is the impact of this appraoch on the overall value of the firm when it comes to mergers and acquisitions. In this workshop, we will discuss how client experience and employee experience impact the M&A process. You will learn where the most critical parts of the process can be affected by inconsistent CX or EX, work through your own firm’s unique challenges, and leave with actionable next steps to ensure that your firm is worth what you think it is, or that the firm you are acquiring has a valid value! Whether you’re buying or selling, you’ll learn the critical tools to maximize value capture in an acquisition.
2.16.26 | Creating a CX Charter
The best initiatives in an organization have a clear charter that aligns stakeholders, sets expectations, and creates a guiding document to align teams. Implementing a CX initiative – either starting up a CX program or implementing an individual CX project – is no different. During this session, you’ll learn how to create a compelling charter that communicates the vision of the effort, sets the goals and metrics for success, and outlines the desired behaviors of the stakeholders responsible for seeing the project through. A successful charter reduces friction and drives everyone toward a common goal.
3.6.26 | Creating a Voice of Client (VoC) Process
Almost every quality initiative is founded on a basis of effective measurement. In-process inspection is critical when creating products, to identify defects or variation as quickly as possible, in order to restore consistent output. Project delivery organizations (engineers, lawyers, technology service providers, etc.) don’t have the benefit of measuring widgets. Instead, service quality is often left to gut feel or vague customer satisfaction scores. During the workshop, attendees will be provided a detailed research-based study of what makes service delivery measurement different – and why the transactional feedback models found in high-volume low-touch environments (retail, call centers, etc.) don’t work for project-driven service organizations. Each attendee will be provided resources to develop and document their firm’s ideal feedback plan that is driven by measuring the expectations of the service recipients. Topics include engaging stakeholders, timing when the measurement is most needed, determining which metrics need measuring, and establishing an individual action plan to increase value and outcomes for each client.