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.

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.  

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.

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.

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.