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certified customer experience manager (ccem) - level 1

About The CCEM

This program is designed for levels 3 to 5 employees (supervisors and unit managers) within an organization responsible for retail outlets, customer service teams, sales teams, marketing teams, operations teams, IT teams as well as customer experience managers.

Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to manage customer experience in their organizations or as it relates to their current roles.   


Program Outline

Each module is designed to give participants an understanding of;

  1. Product and service, design
  2. Understanding customer experience
  3. The customer experience manager
  4. Customer relationship management, customer loyalty and customer lifetime value
  5. Customer  feedback management
  6. Customer experience data, and analytics
  7. Customer experience leadership (leading small units, stores, products, and services)
  8. Capstone project and the final exam. Participants are expected to execute a project in their organization that demonstrates the knowledge and skill gained during the course.


Program Requirements 

Interested participants must be levels 2 - 4 employees in their organizations serving as supervisors or business unit managers in customer service, customer experience, sales, marketing, operations, information technology (IT), and product/service design.

More Program Details

Duration: 4 weeks of 20 to 40 learning hours (self-paced and live virtual classes). The live virtual classes hold on Saturdays from 10 am WAT.  


Methodology: Lectures, video presentations, roleplay, case reviews, practical sessions and team performance review (capstone project)

Delivery Channel: Online only (in-person group sessions available on request)


Fee: €650
Early Bird Fee: 40% off (ends 15th January)


**Fees are VAT exclusive and subject to changes in exchange rate**


The CCEM is certified by the European Professional Certification Agency (EPCA) which means all certificates will be issued by the EPCA.


The next cohort starts February 8th, 2021.  

CCEM CX CERTIFICATION PROGRAM TESTIMONIALS (2020 cohort)

Head, Group Operations

Manager' Customer Service Operations & Reporting

Manager' Customer Service Operations & Reporting

The organization of the content is great. The allocated time is perfect. Practical sessions brought the knowledge acquired to LIVE!

Manager' Customer Service Operations & Reporting

Manager' Customer Service Operations & Reporting

Manager' Customer Service Operations & Reporting

This course is a very practical course for CX professionals which will equip them with requisite knowledge and skill for carrying out CX activities. It was a very practical, brain-stimulating and a totally beautiful learning experience for me. A training worthwhile, simply put!

Senior Specialist, Service Assurance

Manager' Customer Service Operations & Reporting

Team Lead, Service Measurement & Improvement

I found the application of theory to practice very useful. The course was very engaging. I am now more aware of how customer experience can be implemented in an organization. 

Team Lead, Service Measurement & Improvement

Team Lead, Service Measurement & Improvement

Team Lead, Service Measurement & Improvement

It shed more light on what is expected of me as a CX personnel and team lead. The reason why things should be done in a certain way and the importance of customer journey mapping, feedback management amongst others.

Customer Relationship Manager

Team Lead, Service Measurement & Improvement

Customer Relationship Manager

The course has entirely changed my perception of CX and has also built me to a better professional level of the business.  Simply transformational.

Customer Service (CS) Manager

Team Lead, Service Measurement & Improvement

Customer Relationship Manager

I found this training very useful. I honestly didn’t know some basic CX stuff like CJM and the importance of creating a persona. The Customer Feedback Management Module was another good one for me. I’m more equipped with the right information to hand-hold my organization towards improving our CX. 

Customer Service (CS) Manager

Customer Experience (Cx) Manager

Customer Experience (Cx) Manager

It teaches you more than just managing customers. You learn about key CX considerations like leadership, feedback management, data analysis, etc. The hands-on practice and experiences from CX professionals were also very good. 

Customer Experience (Cx) Manager

Customer Experience (Cx) Manager

Customer Experience (Cx) Manager

It has been an eye-opener into the world of CX and what I can achieve by being a member of this industry. The training is perfect. I particularly like the hands-on part of the training.

JOIN THE CCEM 2021 COHORT

REGISTER HERE (EURO)
REGISTER HERE (NGN)
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CERTIFIED CUSTOMER EXPERIENCE PROFESSIONAL (CCEP) - LEVEL 2

About The CCEP

This program is designed for levels 6 and above employees heads, group heads, directors, vice presidents, etc) within an organization responsible for retail teams, corporate teams, enterprise teams, customer service teams, sales teams, marketing teams, operations teams, IT teams as well as customer experience management. 


Program Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to lead customer experience transformation and success in their organizations or as it relates to their current roles.  


Program Outline

Each module is designed to give participants a deep theoretical and practical understanding of;

  1. CCEM CX certification program modules (1 to 8)
  2. Understanding human-centred design and design thinking
  3. Understanding customer experience management (CEM)
  4. Understanding CEM competencies
  5. Multi-channel customer contact management
  6. CX as a product/service design, sales, marketing and customer support strategy
  7. Customer experience balanced scorecard
  8. Customer experience transformation (design & leading a CX transformation program)
  9. C-Suite and stakeholder management
  10. CEM team structure and management
  11. Capstone project and the final exam. Participants are expected to execute a project in their organization that demonstrates the knowledge and skill gained during the course.


Program Requirements

Interested participants must be levels 6 and above employees in their organizations serving as heads, group heads, directors, vice presidents, etc within an organization and responsible for retail teams, corporate teams, enterprise teams, customer service teams, sales teams, marketing teams, operations teams, product/service design teams, IT teams as well as customer experience management.

More Program Details

Duration: 

8 weeks of 40 - 60 learning hours (self-paced and live virtual classes). The live virtual classes hold on Saturdays from 10 am WAT.  


Methodology: Lectures, videos, video presentations, roleplay, case reviews, practical sessions and team performance review (capstone project)  


Delivery Channel: Online only (in-person group sessions available on request)


Fee: €1300  

Early Bird Fee: 40% off (ends 15th January) 


**Fees are VAT exclusive and subject to changes in exchange rate**


The CCEP is certified by the European Professional Certification Agency (EPCA) which means all certificates will be issued by the EPCA. 


The first cohort is scheduled to commence on February 8th, 2021.  

JOIN THE CCEp 2021 COHORT

REGISTER HERE (EURO)
REGISTER HERE (NGN)
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certified customer experience practitioner (ccepr) - level 3

About The CCEPR

This program is designed for customer service and customer experience consultants and service providers seeking a best-practice and Africa-specific approach to helping businesses attract customers, satisfy customers, retain customers and improve the customer service/experience management capabilities of business teams.

Program Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to lead customer experience transformation and success in their organizations or as it relates to their current roles.   

Program Outline

Each module is designed to give participants a deep theoretical and practical understanding of;

  1. CCEM CX certification program modules (1 to 8)
  2. CCEP CX certification program modules (1 to 11)
  3. Consulting business model canvas and value proposition
  4. Converting your work experience into a consulting practice as a CX or customer service consultant and productizing your offerings
  5. Personal identity mapping as a consulting firm or as a CX consultant
  6. Vision, mission, and core value definition as a customer service or customer experience consultant
  7. Impact-based customer service or customer experience consulting i.e. defining your roadmap to being a thought leader, influential, impactful, and relevant to customer service and customer experience professionals, clients, and operating community
  8. Embracing technology as a consultant - consulting toolkits, resources, and solutions for optimal effectiveness and cost reduction
  9. How to be a one-stop-shop for every client
  10. Customer engagement and marketing in customer service/customer experience consulting
  11. Creating frameworks, models, methodologies, and case studies to drive a successful customer service or customer experience consultancy
  12. How to kick off your practice with zero capital and source for/pay employees
  13. Partnerships and collaborations in customer service and customer experience consulting


Program Requirements

Interested participants must be customer service or customer experience consultants and proficient in levels 1 and 2 customer experience certifications at the institute. Interested participants will be assessed before certified suitable to participate in the certification course.

More Program Details

Duration
12 weeks of 60 - 80 learning hours (self-paced and live virtual classes). The live virtual classes hold on Saturdays from 10 am WAT.  


Methodology
Lectures, video presentations, role play, case reviews, practical sessions, and team performance review (capstone project)  

Delivery Channel: Online only (in-person group sessions available on request)

Fee: €1950   
Early Bird Fee: 40%off (ends 15th January)


**Fees are VAT exclusive and subject to changes in exchange rate**

The CCEPR is certified by the European Professional Certification Agency (EPCA) which means all certificates will be issued by the EPCA.

The first cohort is scheduled to commence on February 8th, 2021.  


JOIN THE CCEpr 2021 COHORT

REGISTER HERE (EURO)
REGISTER HERE (NGN)

Need Financial Assistance?

Courtesy of VFD Microfinance Bank, student loans are now available for CX Certifications. Terms & Conditions apply.

Apply Here

CCEM, CCEP & CCEPR Certification frequently asked questions

Are the CCEM, CCEP and CCEPR CX Certifications globally recognized?

Yes, the CCEM, CCEP, and CCEPR CX certifications are globally recognized as certificates are issued by the European Professional Certification Agency (EPCA) in partnership with the Institute of Customer Management, London. Certificates issued by the EPCA are recognized worldwide.

Are the certifications open to only professionals & business owners in West Africa?

The CCEM, CCEP, and CCEPR certifications are open to business supervisors, business managers, business leaders, business owners, and consultants across Africa.

Who is the CCEM, CCEP, and CCEPR certification designed for?

The CCEM, CCEP, and CCEPR certifications are designed for supervisors/managers, business leaders (senior managers & above) and business owners respectively

What is the duration of the CCEM, CCEP, and CCEPR certification program?

The CCEM program runs for 4 weeks, the CCEP program runs for 8 weeks and the CCEPR runs for 8 weeks

Are the CCEM, CCEP, and CCEPR certification programs online only?

Yes, the CCEM, CCEP, and CCEPR certification programs are 100% online programs i.e. live classes 

If I fail the final exams and have to resit the exams, do I have to make any additional payment?

No. If you fail the final exams, you will eligible to resit the exam at no additional cost subject to a zero % increase in cost of the program. If however, you fail the exam the second time, you will be required to repeat the program and pay the full fees

Are the CCEM, CCEP, and CCEPR certifications lifetime certifications?

Yes. The CCEM, CCEP, and CCEPR are lifetime certifications. However, we encourage all certified professionals to aspire to the next level of the trio of certification programs within a 2 - 5 year period or as changes in job roles and responsibilities required additional knowledge or skill in customer experience (CX). At the minimum, CCEM and CCEPR professionals should aspire to levels 2 and 3 respectively post 2 years of being certified

How much do the CCEM, CCEP, and CCEPR certification programs cost?

The cost of the CCEM, CCEP and CCEPR CX certifications cost €650, €1300 and €1950 respectively. 40% early bird discount available for all certifications. 

What is the makeup of the CCEM, CCEP, and CCEPR certification program faculty?

The CCEM, CCEP, and CCEPR certification program faculty is made up of business leaders and business owners (within & outside Africa) in related roles ie sales, marketing, CX, customer service, operations, and IT. They will feature as both faculty members and guest facilitators to share real-life cases that apply to each module of the program.  

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