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 Professional and CXMP members can access past workshops here.

4.13.22 | Using CX Tools to Recruit Staff with Ryan Suydam

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.

6.2.22 | Choosing by Advantages with Ryan Suydam

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.

6.23.22 | Client Empathy Mapping

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.

7.21.22 | Agile CX Management

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.

8.10.22 | Delivering Business Value

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.

9.1.22 | Ideal Client Profiles

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 & Matt Kocanda

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. 

10.19.22 | Creating a Voice of Client 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.

11.15.22 | Client Interviews with Laura Meherg

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.

Included within the CXps Professional Membership