CX-PRO™ Customer Experience (CX) Training & Certification
for Customer Experience Managers
CX-PRO Introduction: A Practical Course for Customer Experience Managers
CX-PRO Learning: Episode 1 – VoC Metrics
CX-PROTM for Customer Experience Managers
A Training and Certification Program
If you are brand new to the role of Customer Experience (CX) within your organization, just getting started in a CX role, or even if you have been in a CX role for some time, consider how formalized and structured training in the essentials of customer experience management can help you build your CX knowledge-base, accelerate your career, and enhance the success of your organization.
Both On-Site and Online Instructor-Led Training Courses are Available
The CX-PRO course is available in a 2-day on-site instructor-led format delivered at your location as well as a live online instructor-led virtual classroom format, the latter to be held on three successive 2-hour sessions over a two week period—six sessions in total. The course content and requirements of both formats for CX-PRO certification are identical.
All on-site training is available by request for quotation and conducted at your location. Typical class size for on-site training is 8 to 12 participants. The instructor-led on-line virtual classroom training has a minimum enrollment of 6 participants and will be held on the dates indicated on the registration page, accessed by clicking on the REGISTER NOW button listed above.
NOTE: If a class size falls below the 6 minimum, participants will automatically be registered into the next scheduled class.
What the CX-PRO certification can do for you…
HorizonCX developed the CX-PRO™ Customer Experience Certification Training Program to help jump-start or accelerate your success in CX by structuring each of the following core learning modules in an experiential fashion. What you can expect from this certification course is learning fundamental CX concepts, practicing them through hands-on exercises, and being presented with organizational examples where these CX concepts are being successfully applied. Led by the experience and guidance of two seasoned CCXP Certified Customer Experience Professionals, your biggest takeaway from this course will learning how these concepts can best be applied within your organization’s culture. The capstone for this course and the requirement for your earning the CX-PRO™ certificate is passing a 60-question post-training on-line exam and achieving a passing score of 75%. The CX-PRO™ Course follows the D.E.A.R. Model—Defining and designing, Executing, Analyzing and acting, and Refining. The key learning objectives for this course are as follows.
1. Understanding Customer Behaviors
The first step toward providing the right customer experience is understanding the customer. This means creating an accurate, consistent, and shared understanding of who your customers are, what they want, and how they perceive the interactions they’re having with the company today. A solid customer understanding program can help a company identify problems with current customer interactions, maximize the business value of improvements to those interactions, and build new experiences that resonate with customers.
- Goals objectives (business and personal) and measuring success
- CX Mission statements
- Thinking in systems – customer journeys
- Persona exercise
- Establishing a baseline
- Definition of a customer
- CX Maturity
- CX Strategies
2. Developing a Customer Experience Strategy
A customer experience strategy defines the type of experience a company wants to provide. This definition guides employees as they choose which activities to perform and how to allocate resources. Organizations that define, socialize, and use a customer experience strategy properly can say no to tempting, but off-strategy ideas and stay on track to create the experience known to be right.
3. Measuring and Tracking Customer Experience
Organizations with good customer experience measurement practices track customer experience quality on an ongoing basis using customer perceptions as the ultimate test of what’s “good.” Such practices are critical to maturity because they allow the company to understand the state of its current customer experience, which levers it should pull to improve experiences, and most importantly, how efforts are progressing over time.
4. Creating Accountability for CX (Governance Structures)
Governance systems are the way in which companies manage customer experience in a proactive and disciplined way. They create accountability by assigning specific experience management tasks to specific people, and include the processes a company will use to monitor experience quality and improve it on a continual basis. Governance processes are critical to customer experience maturity because they help organizations create broad awareness of customer experience programs, keep bad experiences from getting out the door, and hold people accountable for their role in the customer experience ecosystem.
5. Designing Customer Experience Through Co-Creation
Practices in this discipline include following a formal design process, co-creating experience designs with key stakeholder groups, and iterating rapidly to hone in on the best designs quickly. Taking the time to implement these practices helps an organization leverage expertise and ideas from customers, employees, and partners, and helps weed out bad ideas early in the process.
6. Building a Customer Experience Culture
A customer-centric culture is essential to a mature experience. The goal of culture-building activities is to establish customer-centricity as a core value, as a means of embedding practices from the other five disciplines into employee DNA. Reaching that goal will turn customer experience excellence into a habit, and make future change much easier.
September 2019 CX-PRO Training & Certification Workshop
(L to R) Faith Cohen, Dionna Ford, Jim Bass, Mark Borst
Certification is earned by completing the experiential CX-PROTM training course and passing a 72-question exam. The CX-PRO certification demonstrates a fundamental level of knowledge Customer Experience Management and provides a statement of basic CX competency for individuals within their current role as well as to prospective employers. This listing is updated after each class has completed the requirements of the CX-PRO Certification.
View the List of CX-PRO Certified Professionals
|Kelly Woodruff||6/4/18||athenahealth||Watertown, MA|
|Hanna Pastor||6/4/18||athenahealth||Watertown, MA|
|Melinda Turnbull||6/4/18||athenahealth||Watertown, MA|
|Annie Griffin||6/4/18||athenahealth||Watertown, MA|
|Justin Sill||6/8/18||Centra Health||Lynchburg, VA|
|Janice Huang||7/17/18||DuPont||Taoyuan, Taiwan|
|David Su||7/17/18||DuPont||Taoyuan, Taiwan|
|Craig Deschner||7/18/18||DuPont||Buffalo, NY|
|Yao Wu||7/23/18||DuPont||Guangdong, China|
|Susanne Stuebinger||7/23/18||DuPont||Neu-Isenburg, Germany|
|Richard O’Brien||7/24/18||DuPont||Wilmington, DE|
|Lucy Du||7/30/18||DuPont||Guangdong, China|
|Maggie Gu||8/4/18||DuPont||Guangdong, China|
|Doris Lin||8/14/18||DuPont||Taoyuan, Taiwan|
|Lauren Driggers||11/19/18||TSYS||Columbus, GA|
|Don Foucher||11/20/18||Federal Reserve Bank||Boston, MA|
|Rachel Brown||12/5/18||Cultural Care Au Pair (EF)||Cambridge, MA|
|Tammie Sebelius||12/11/18||Cultural Care Au Pair (EF)||Cambridge, MA|
|Kasey Paul||12/14/18||Partners Healthcare||Somerville, MA|
|Kevin Sousa||6/13/19||Eastern Bank||Boston, MA|
|Dionna Ford||9/15/19||Genuine Parts Company||Norcross, GA|
|Jim Bass||9/16/19||ADP||Alpharetta, GA|
|Mark Borst||9/17/19||DeKalb||Roswell, GA|
|Rebekah McKie||9/25/19||Hologic||Marlboro, MA|
|Kristin Stanton||10/4/19||Hologic||Marlboro, MA|
|Jamie Tetreault||10/18/19||Hologic||Marlboro, MA|
|Brandi McHenry||3/19/2020||Heritage Parts||FT. Wayne, IN|
|Robert Scott||3/31/2020||Digital CX||Haverhill, MA|
|Russell Onofrio||4/9/2020||Cross-Rhodes||Hopkinton, MA|
|Diane Tamagno||5/29/2020||CX/Customer Success||Hopkinton, MA|
|Paul Anderson||5/31/2020||VP, Marketing & Communications||Bergen, NY|
|Elena Marinska-Lopez||6/3/2020||Director, CX Strategy and eLearning||San Jose, CA|
|Richard Dorfman||5/22/2018||VP, Customer Experience||Boston, MA|
“The CX-PRO certification course covered a broad range of CX topics and gave a great overview of the Customer Experience field. It was extremely helpful, not only for gaining a broad competency and knowledge of Customer Experience, but also to check our progress against CX standards and to generate ideas of where to take our CX Program from here. Finally, I appreciated the interactive aspect of the class, as we got to hear what other companies are doing with their Customer Experience programs, where they’re struggling, and work together to generate new ideas. I recommend this class to anyone with 1-2 years of experience in a CX role who is looking to broaden their knowledge of Customer Experience, or who needs a fresh perspective on their CX efforts.”
“I was able to take away several golden nuggets from the class and the training really helped crystalize some of my thinking around CX.”
“I had the pleasure of attending the CX-PRO course by HorizonCX in March 2020. I found the evening sessions to be very informative and educational. The course materials were very good, the mentoring approach taken by the instructional team fostered interactions and working with other participants via an online setting was extremely beneficial. They did a great job of communicating and making it a more intimate arrangement, where other online courses fail because of the isolation. As an individual with over 20 years of CX experience, I would highly recommend this course to anyone regardless of Experience Level.”
“The CX-PRO Certification Course provided me with an exceptional set of tools and a knowledge base that helped prepare me for my new CX position at Centra Health. The topics were all relevant to my work, enabled me to hit the ground running, and helped me make meaningful contributions to our CX program right away. I highly recommend this course to anyone looking to quickly build experience and expertise in CX design, program design and execution.”
“The HorizonCX CX-PRO course provided me and our entire customer experience improvement team with the background needed to understand our customers’ journey and facilitated discussions and ideas on how to best measure our customers’ experiences in a standard way. Once CX is measured, customer experience deficiencies can be prioritized and improvement projects launched. I would recommend this course for not only new CX professionals, but anyone who interacts directly with a customer in any significant way.”
“My key takeaway is really a solid understanding of what CX is all about, the role it plays in impacting the bottom line, and how it fits with other business functions such as sales and marketing. In other words, I walked away with the CX big picture and confidence in either being able to help launch a CX program or help a company move along the CX maturity journey, and ultimately help drive sales and growth from a different way.”