CXPA CCXP – Customer Experience Professional (Exam Preparation)
Preparation for the CXPA CCXP exam across its competencies: CX strategy, customer understanding, design, measurement and culture.
At a glance
- 4 days
Who it's for
- CX managers and leaders
- Customer insight staff
- Candidates for CXPA CCXP
Learning objectives
- Cover the six CCXP competencies
- Build a CX strategy
- Embed a customer-centric culture
- Design and measure experiences
Detailed content
- Vision
- Business case
- Governance
- Employee engagement
- Training
- Recognition
- Journey design
- Service design
- Innovation
- Metrics and ROI
- VoC programmes
- Mock exam
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- CX strategy
- Customer-centric culture
- Experience design
- Metrics and ROI
- Mock exam, review of weak areas and exam strategy
Practice, tools and assessment
Hands-on practice
- Build a strategy map and balanced scorecard for your unit
- Write KPI definition cards with targets and owners
- Self-assessment against an excellence model
- Customer-journey mapping of one service with pain points
Tools and templates you keep
- Strategy map and BSC template
- KPI dictionary / definition card
- X-matrix (Hoshin Kanri) template
- Customer-journey map template
How learning is assessed
- Diagnostic test on day one to focus study time
- Chapter quizzes and a full timed mock exam in the official format
- Personal study plan until your exam date
Built on these standards and bodies of knowledge
- Kaplan & Norton Balanced Scorecard
- EFQM Model 2025; Baldrige Excellence Framework
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
The exam is set and the credential awarded by CXPA. The Excellence Center provides preparation; it does not award CXPA credentials.
This program prepares for a certificate from a body on the Saudi HRDF (Hadaf) Professional Certificates list. Saudi citizens may be able to claim a fixed reimbursement of the certificate cost from HRDF: up to two certificates per person, after passing the exam, if the certificate is on HRDF's current list and the employer did not pay for it. HRDF approves the certificate, not the training provider. Check the HRDF website before enrolling. All HRDF-listed programs · Enrol in Saudi Arabia with our partner Elm E · HRDF
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is CXPA CCXP – Customer Experience Professional (Exam Preparation)?
The program runs 4 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
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Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.