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.
12.8.22 | CX & Strategic Alignment with Chandra Storrusten of Visible Value
Thursday, December 8 from 2:00 p.m. – 5:00 p.m. ET
During this workshop, you will begin to build a plan to align Client Experience (CX) with your strategic objectives and maximize the ROI of your CX investment. Through the lens of your specific Mission, Vision, Core Values, and Strategic Goals, we’ll determine how CX can help improve your organization’s top challenges. Then you’ll learn how to gain the buy-in and support from your Key Stakeholders that is necessary to successfully implement a firmwide CX program all while helping them achieve their priorities.
1.12.23 | Creating a Voice of Client Process
Thursday, January 12 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 variations 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.
2.7.23 | Journey Mapping
Tuesday, February 7 from 2:00 p.m. – 5:00 p.m. ET
Client Journey Mapping allows your team to identify the potential friction points (from your client’s perspective) of working with your firm. This program sets the stage for why this tool increases trust with your clients and then walks you through a sample Journey Map you can review with your team to create better customer experience moments.
3.8.23 | Governance & Change Management
Wednesday, March 8 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.
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.