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.
9.1.22 | Ideal Client Profiles with Ryan Suydam of Client Savvy
Thursday, September 1 from 1:00 p.m. – 4:00 p.m. ET
Do you ever look at a client and wonder “why in the world do we do business with them?” Do you ever watch your pursuit teams chase every opportunity rather than target with laser precision? Do you ever wonder why you’re having to price work as a commodity rather than pricing for the real value you bring? These symptoms often indicate your firm lacks a clear and compelling Ideal Client Profile (ICP).
During this workshop, we’ll collaborate on building an approach for collecting the information needed to create your firm’s ICP. We will discuss data sources, engaging stakeholders, and refining all the inputs into a clear and articulate ICP. We will also workshop several ways to apply the ICP to make impactful changes to your marketing, pursuit, and pricing strategies. As a bonus, we’ll discuss how putting your ICP to work will create a happier, more engaged workforce!
9.22.22 | Accelerating Sales via CX with Deb Knupp of GrowthPlay & Matt Kocanda of BDF LLC
Thursday, September 22 from 1:00 p.m. – 4:00 p.m. ET
The term “sales” can leave many of us bristling with discomfort when contemplated as pushy, manipulative, arm-twisting tactics in the name of self-interested revenue generation. But what if “sales” were less about self-interest and recast as an “act of service” designed to deliver meaningful client experience (CX) and mutual growth? This program will re-imagine what client-centric selling looks like (and feels like) and showcase specific CX behaviors, tools, and tactics that accelerate sales growth. You will leave this workshop with a clear roadmap, concrete tools and specific tasks that will bridge the ROI between sales and CX that will inspire professional service firm leaders to “double-down” on future investments in CX.
10.20.22 | CX Metrics & Management
Thursday, October 20 from 2:00 p.m. – 5:00 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.
11.15.22 | Client Interviews with Laura Meherg of Wicker Park Group
Tuesday, November 15 from 2:00 p.m. – 5:00 p.m. ET
Valuable client feedback goes far beyond simply asking about the client’s satisfaction. The best client feedback conversations create future dialogue, generate actionable follow-up, and validate the firm’s strategy for positive client experiences and increased loyalty. Well-prepared and skilled interviewers can quickly get clients to share information that will allow the firm to create a strong service differentiator and lead to both short-term and long-term financial benefits. The most important goal of all client feedback interviews is the understanding that the firm will act and follow through on the information uncovered in the interview. Successful client feedback programs generate more than great information from clients—they provide specific ideas for improving or enhancing the overall client experience. This workshop will include: the framework for a successful client feedback program, interview best practices and strategies to turn information into action.
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
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.