certified customer experience manager (ccem) - level 1

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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 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.

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. Introduction to design thinking
2. Customer experience management fundamentals
3. Customer experience management competencies
4. Customer experience management scorecard
5. C-Suite and stakeholder management
6. Customer experience transformation (design & leading a CX transformation program)
7. CEM team structure and management
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 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. CCEP CX certification program modules
2. Consulting business model canvas and value proposition
3. Converting your work experience into a consulting practice as a CX or customer service consultant and productizing your offerings
4. Personal identity mapping as a consulting firm or as a CX consultant
5. Vision, mission, and core value definition as a customer service or customer experience consultant
6. 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
7. Embracing technology as a consultant - consulting toolkits, resources, and solutions for optimal effectiveness and cost reduction
8. How to be a one-stop-shop for every client
9. Customer engagement and marketing in customer service/customer experience consulting
10. Creating frameworks, models, methodologies, and case studies to drive a successful customer service or customer experience consultancy
11. How to kick off your practice with zero capital and source for/pay employees
12. 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.

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

Yes. The EUMMAS requires all CCEMs, CCEPs and CCEPRs to renew their certifications annually and fees to be communicated annually through the Niche Institute of Customer Experience & Innovation West Africa.

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

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

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

Yes, the CCEM, CCEP, and CCEPR certification programs are 100% online programs i.e. a combination of self-paced/recorded classes and 2 live classes. However, program can be offered in-person as an inplant course. 

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

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

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

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.