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Prepare with Confidence

Access comprehensive resources to help you succeed on the CCXP exam

Understanding the Exam Blueprint

The CCXP exam tests your knowledge across five core competency areas that define excellence in customer experience management.

The Five CX Competencies:

  1. Customer Insights and Understanding - This involves gathering and interpreting customer feedback and data to truly understand the customer experience.
  2. Customer Experience Strategy - In practice, this means formulating a cohesive game plan for customer experience that aligns with business goals and brand promises.
  3. Metrics, Measurements, and ROI - This competency focuses on defining how to measure customer experience outcomes and demonstrating the financial impact (return on investment) of CX initiatives.
  4. Design, Implementation, and Innovation - It covers the methods for designing better customer interactions and innovating processes or services, then putting those designs into action and iterating for improvement.
  5. Culture and Accountability - This competency emphasizes building a customer-centric culture at all levels of the organization and ensuring leadership and employees are held accountable for the customer experience.

The exam consists of 100 multiple-choice questions. Questions are scenario-based and test your ability to apply CX principles in real-world situations.

CCXP Exam Blueprint Diagram

CXPA Recognized Training Partners

These providers offer exam preparation aligned with official CCXP policies. CXPA has reviewed their qualifications and curriculum and granted each the status of CXPA Recognized Training Provider.

Important Notice About Prep Courses

Be cautious of non-CXPA aligned preparation courses.

While many organizations offer CCXP prep courses, not all align with the official CCXP exam blueprint and competencies. To ensure you're studying the right material:

  • Look for courses taught by CXPA Recognized Training Provider (RTP).
  • Choose an RTP that matches your learning style, cultural preferences, and other requirements.
  • Consider recommendations and reviews from recent exam takers

Each CXPA RTP has been vetted by CXPA and offer curriculum aligned with exam requirements.

CXPA Book of Knowledge

The CXPA CX Book of Knowledge provides over 300 pages of clear, practical guidance on terms, processes, and theory essential to understanding customer experience. Organized into the same five competency areas tested on the CCXP exam, the CXPA CX Book of Knowledge is a thorough, approachable primer that has the value of an academic textbook told through the informed voice of experienced CX professionals. While it does not replace the value of an instructor-led course or address the test-taking experience, it can be an essential tool in your personalized preparation and study.  

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CXPA Book of Knowledge Cover

Sample CCXP Exam Questions

A. Aggregating customer feedback from multiple sources
B. Assigning service issues to customer experience champions in the business
C. Establishing a process to capture customer and associate feedback
D. Communicating to customers and employees that their feedback has been addressed
A. Directly tie compensation of front line representatives to improvement of customer metrics
B. Include a customer-focused metric on executive-level scorecards
C. Develop a customer-focused strategy at the corporate and business-unit level
D. Prioritize strategic investments based on customer profitability
A. Customer ethnographic data
B. Customer survey response data
C. Customer online activity tracking data
D. Customer interactive voice response pathing data
A. Include frontline employees when collecting internal insights
B. Focus on ethnographic and voice of the customer data
C. Narrow focus to a single customer process
D. Assume stakeholders share unified views of customers
A. To understand customer segmentation
B. To identify which sales channels are underperforming
C. To prioritize a roadmap for closing gaps
D. To make investment decisions on customer management systems
A. One-on-one encounters with customer facing personnel at the point of sale
B. Complaint letters via traditional mail and addressed to corporate officers
C. Post-transactional surveys with representative samples across all customer channels
D. Third-party product review websites that allow anonymous postings
1. D
2. C
3. A
4. D
5. C
6. C

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