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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 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.
9.28.23 | CX & EX in Mergers & Acquisitions
Thursday, September 28 from 2:00 p.m. – 5:00 p.m. ET
Studies show that companies that make experience their business 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 that decision 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.
10.11.23 | Delivering Business Value to Your Clients
Wednesday, October 11 from 1:00 p.m. – 4:00 p.m. ET
Creating a culture focused on client experience that actually delivers positive ROI requires a clear focus. In this session, we’ll share how Client Experience can 1) identify business processes needed for each project that will deliver the most value to the client, 2) provide your team with the chance to capitalize on their strengths, and 3) use client sentiment tracking to remain in alignment with what your clients perceive as most valuable.
11.16.23 | CX Metrics & Management
Thursday,November 16 from 1:00 p.m. – 4:00 p.m. ET
Client Experience (CX) is subjective and understanding the feedback data you get from your clients can help your firm gain insight into how they feel about your firm and the service they receive. By viewing this data as it relates to objective firm and project performance data, you can get a view of systemic problems and opportunities that can lead to significant business value. We’ll walk you through how we leverage analytics to interact with our CX data and the role it can play in your CX strategy. We hope to help you answer the question so many firms ask, “We’re collecting CX data, now what do we do with it?” Learn how to use analytics to visualize and explore data relationships of client experience and project performance that can drive real business decisions.
12.6.23 | Choosing by Advantages
Wednesday, December 6 from 1:00 p.m. – 4:00 p.m. ET
Every robust CX program develops dozens of “we shoulds” that firms struggle to prioritize. There are so many opportunities to improve client experience, how do teams know which ones are most important? Using a collaborative decision-making framework like Choosing By Advantages (CBA), you can confidently lead your teams to identify options, list decision factors, and rank advantages in order to objectively decide which efforts to focus on that will provide the greatest total advantage for your business. Equipped with this tool, you’ll find consensus more often for your biggest decisions.
01.17.24 | Creating a Voice of Client Process
Wednesday, January 17 from 1:00 p.m. – 4:00 p.m. ET
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.