Client Experience Management Professional 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 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.

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.

CERTIFICATION WORKSHOPS

Complete 6 of these live, hands-on workshops and a case study to receive your CXMP Certification.

Current CXMP candidates and alumni can access our learning and resource center to review past workshops and course materials.

3.15.23 | Governance & Change Management
Wednesday, March 15 from 1:00 p.m. – 4:00 p.m. ET

This workshop will focus on how to build and execute modern client experience programs. We will zero in on how executives need to think about the impacts of a firm-wide CX program and what sponsorship of a CX program really means. You’ll learn how successful CX programs outflanked the natural pressures working against internal change to embed Client Experience into their working cultures.

We’ll also show you how to think about and build a CX governance model ensuring program success and methods to measure performance to keep it all on track. This session is an advanced, hands-on training workshop that will equip CX leaders with pragmatic, real-world resources and tools to lead their CX transformation with confidence. 

4.5.23 | Activating Promoters
Wednesday, April 5 from 1:00 p.m. – 4:00 p.m. ET

Most firm leaders believe their primary source of revenue comes from word-of-mouth marketing. And often, this is true! Our happy clients can be our best sales agents. What most firms fail to do is capitalize on the vast potential of referral marketing. In this interactive workshop attendees will practice a technique called Activating Promoters that turns clients from willing referral sources into actual active referral sources. A/E firms implementing this technique with a cohort of 20 seller-doers have found, on average, $1.8M in net new revenue in just 90 days.

We will learn the psychology of why clients make referrals and tap into core motivations that avoid “the pitch” and instead enable mutual success. Scripts, conversation guides, and accountability tracking tools will all be provided to enable attendees to return home and lead their teams.

6.8.23 | Client Lifetime Value
Thursday, June 8 from 1:00 p.m. – 4:00 p.m. ET

Client Lifetime Value (CLV) calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit generated). Sophisticated firms are building more accurate models of client value that factor in the total expected profit a client will generate throughout the duration of their relationship with your firm. In this workshop, we will present several case studies, including how one firm analyzed the CLV of their clients factoring in profit, churn, and client sentiment data and identified a strategy to generate $138K in future CLV for each ‘unhappy’ client converted to a ‘happy’ client. You will learn how to gather these metrics yourself and perform this analysis for your firm and quantify the return on your CX investment.

7.12.23 | Using CX Tools to Recruit Staff
Wednesday, July 12 from 1:00 p.m. – 4:00 p.m. ET

Today’s firms are reporting that the talent war is their top challenge. There’s work to be won, but not enough staff to deliver it. In this workshop, we’ll collaborate and apply the tools of CX to design the most compelling recruiting journey for your next hires. We’ll also investigate messaging, applications, interviewing, hiring, and onboarding. The goal is to increase the number of qualified applicants coming in the door and increase the success rate of your offers – even if your salary isn’t the highest on the table.

8.2.23 | Agile CX Management
Wednesday, August 2 from 2:00 p.m. – 5:00 p.m. ET

This workshop will prepare CX leaders to continuously manage and re-prioritize CX projects in their organization, with a focus on short-term delivery, long-term evolution, and rapidly delivering value to your clients and organization.

8.30.23 | Client Empathy Mapping
Wednesday, August 30 from 1:00 p.m. – 4:00 p.m. ET

Clients select the firm which best shows an understanding of their situation. During this highly interactive session, you will learn a simple technique, Client Empathy Mapping, that aligns teams around a client’s questions, needs, thoughts, feelings, and anxieties. You will quickly recognize opportunities to differentiate with uniquely tailored service and spot the exact concerns that need to be addressed in your work. Leading your project and pursuit teams through a brief empathy mapping exercise before each new pursuit increases win & retention rates. Equipped with improved client insight, the team can describe the expected experience for that client, improving confidence and overcoming the “you don’t know me” barrier. The client experience plan enables the team to deliver a more satisfying result to the client after winning, driving retention of that client’s business year after year. Empathy mapping also provides many opportunities for service innovation brainstorming to out-compete your competition.

9.28.23 | Session TBD
Thursday, September 28 from 2:00 p.m. – 5:00 p.m. ET

 

CXMP Services

We offer the following suite of CXMP SM services:

We maintain a registry of certified customer experience management professionals and provide testing services to determine professional competency in the field of customer experience.

We offer a variety of educational and training services in the field of customer experience, including web-based and classroom training for certification of management professionals in the field of customer experience, and training for certification in the field of customer experience management.

We test, analyze, and evaluate the services of individuals and organizations to determine conformity with certification standards, and we test, analyze, and evaluate the knowledge, skills, and abilities of individuals and organizations in the field of customer experience to determine their conformity with certification standards.

Become a CXMP! The program is $3,800 for 12 months and includes one registration for CXps 2023 (May 8-11, 2023 in Durham, NC)!