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  • CX Mgt. Self-Assessment

For businesses in Africa to achieve and sustain customer experience (CX) successes, every employee in an organization should be proficient in CX management to a pre-defined degree.


deBBie akwara, CEO, Niche CX Group

CUSTOMER EXPERIENCE management competency self-assessment

What's Your Proficiency Level?

Novice, Advanced Beginner, Competent, Proficient or Expert?

US$14.95
Pay with PayPal or a debit/credit card


customer SERVICE experience EXECUTIVE (cSeE) - level 1

About The CSEE

This customer experience training and certification program is designed for entry-level employees in customer-facing roles i.e. sales, customer service, customer support, customer relationship management and customer success.  

Objective

The program is a 9-module customer experience (CX) certification course that will equip participants with the required knowledge and skills they need to deliver great customer service experiences across various touchpoints/channels in an organization to increase customer acquisition, customer satisfaction and customer retention.


Program Outline

Each module is designed to give participants an understanding of;

  1. The customer
  2. Customer service
  3. Customer service experience
  4. Different customers types and how to manage them
  5. The role and responsibilities of the customer service experience executive (CSEE)
  6. Customer contact management
  7. Complaint management
  8. Cross-selling, upselling and telesales
  9. Customer service experience executive (CSEE) performance management


Program Requirements 

Interested participants must be levels 1 - 2 employees in their organizations serving as officers, executives, agents or representatives in customer-facing roles i.e. sales, customer service, customer support, customer relationship management and customer success.  

More Program Details

Duration: 8 learning hours (self-paced classes) and can be accessed anytime at the Niche Institute of CX and Innovation ONLINE.  


Methodology: Lectures, video presentations and self-appraisal sessions. 


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


Course Fee: $109 (exclusive of tax)


All fees above are tax exclusive.

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certified customer experience managers (CCEM)

certified customer experience manager (ccem) - level 2

About The CCEM

This customer experience training and certification 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 3 - 5 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 - 8 weeks of 20 learning hours (self-paced classes and live Q&A session). The kick-off live class holds the Friday or Saturday before cohort commencement from 12 noon 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)


Course Fee: $321.72 (exclusive of tax)


Please note that the fees are VAT and transaction charge exclusive. They are also subject to changes in the exchange rate


A NEW COHORT COMMENCES EVERY QUARTER AND THE NEXT COHORT BEGINS 27TH FEBRUARY 2023.

CLICK TO CHECK YOUR ELIGIBILITY

CCEM CX CERTIFICATION PROGRAM TESTIMONIALS

CCEM CX Certification Testimonial

CCEM CX Certification Testimonial

CCEM CX CERTIFICATION PROGRAM TESTIMONIALS

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. 

certified customer experience professionals CCEP

CERTIFIED CUSTOMER EXPERIENCE PROFESSIONAL (CCEP) - LEVEL 3

About The CCEP

This customer experience training and certification 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. Certified Customer Experience Manager (CCEM) - compulsory modules
  2. Understanding design thinking
  3. Customer experience management fundamentals
  4. Customer experience management competencies
  5. Customer experience management scorecard
  6. C-Suite and stakeholder management
  7. Understanding customer experience management operations
  8. How to design an end-to-end customer experience management process
  9. 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: 

5 - 8 weeks of 25 learning hours (self-paced classes and live Q&A sessions). The kick-off live class holds the Friday or Saturday before cohort commencement from noon 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)


Course Fee: $428.20 (exclusive of tax)


Please note that the fees are VAT and transaction charge exclusive. They are also subject to changes in the exchange rate


A NEW COHORT COMMENCES EVERY QUARTER AND THE NEXT COHORT BEGINS ON THE 27TH OF FEBRUARY, 2023.

CLICK TO CHECK YOUR ELIGIBILITY

CCEP CX CERTIFICATION TESTIMONIAL

certified customer experience consultants and practitioners (CCEPR)

certified customer experience practitioner (ccepr) - level 4

About The CCEPR

This customer experience training and certification 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. Certified Customer Experience Manager (CCEM) - compulsory modules
  2. Certified Customer Experience Professional (CCEP) - all modules
  3. The consultant i.e. meaning, responsibilities, skills, types, etc
  4. The CX consultant i.e. meaning, the consulting process, CX management competencies, etc
  5. You as a CX consultant i.e. productizing your experience and institutionalizing your successes
  6. Your CX consultancy i.e. consulting models, consulting business model canvas, consultants toolkit, vision, mission, core values and brand positioning
  7. Partnerships and collaborations i.e. importance, pros and cons, attracting partnerships and collaborations
  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 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 being certified suitable to participate in the certification course.

More Program Details

Duration
16 - 19 weeks of 50 learning hours (self-paced classes and live Q&A sessions). The kick-off live class holds the Friday or Saturday before cohort commencement from noon 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)

Course Fee: $855.58 (exclusive of tax)


Please note that the fees are VAT and transaction charge exclusive. They are also subject to changes in the exchange rate


A NEW COHORT COMMENCES EVERY QUARTER AND THE NEXT COHORT BEGINS ON THE 27TH OF FEBRUARY, 2023.


CLICK TO CHECK YOUR ELIGIBILITY

LIST OF CURRENT CSEES, CCEMS, CCEPS & CCEPRS

COMPANIES WHERE CSEES, CCEMS & CCEPS WORK

CCEM, CCEP & CCEPR Certification frequently asked questions

Are the CCEM, CCEP and CCEPR CX Certifications recognized?

  • Yes, the CCEM, CCEP, and CCEPR CX certifications are recognized across Africa as it is pan-African CX certification. 
  • There is also an option to upgrade this pan-African CX certification to a globally recognized certification issued by the European Marketing and Management Association (EUMMAS) in partnership with the Institute of Customer Management, London. The EUMMAS certificates are accepted globally and attract an additional fee depending on the CX certification you apply for. 

Will I need to renew my certification?

  • Yes. You are required to renew your certification annually and the cost is 20% of the specific CX certification up for renewal at the time of the renewal. 

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

  • No, interested business supervisors, business managers, business leaders, business owners, and consultants outside the African continent can participate.

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 - 6 weeks, the CCEP program runs for 5 - 8 weeks and the CCEPR runs for 16 - 19 weeks

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

  • Yes, the CCEM, CCEP, and CCEPR certification programs are 100% online programs i.e. a combination of self-paced/recorded classes and live Q&A sessions. However, the program can be offered in person as an implant course. 

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

  • Yes. If you fail the final exams, you will be required to pay 40% of the CX certification cost. at the time of the resit. If however, you fail the exam the second time, you will be required to repeat the program and pay the full fees.

If I fail the final exams, when can I resit the exams?

  • If you fail the final exam and wish to resit, you can only take the exam again 6 months after your first attempt.

When am I qualified to proceed to a higher level in my CX certification journey?

  • If you begin with the CCEM certification, you will be required to practise for one year before applying for the CCEP CX certification. 
  • If you begin with the CCEP certification, you will be required to practise for one year before applying for the CCEPR CX certification. You must also have started or looking to kick off a CX consultancy

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

  • Please refer to the updated fees for the CX certifications at the top of this page as fees change periodically due to inflation and fluctuating FX exchange rates.

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

  • The CSEE, CCEM, CCEP, and CCEPR certification program faculty are made up of a globally-recognized and certified experience management professional (XMP), a certified management consultant (CMC), globally recognized CX thought leaders and influencers, business professionals 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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  • Home
  • About
  • Niche CX Consultancy
  • Niche Institute of CX
  • Niche Digital Solutions
  • CX Certification Programs
  • CX Events
  • CX Job Board
  • Contact Us
  • CX Resources
  • Blog
  • CX West Africa Awards
  • CX Mgt. Self-Assessment

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Did you know that customer experience (CX) management is a 2023 top 10 surging business skill ranked by increase in consumption? (Source: Udemy).

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