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. 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.

• 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. 

• 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. 

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

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

• 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. 

• Yes. If you fail the final exams, you will be required to pay 20% 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 you fail the final exam and wish to resit, you can only take the exam again 6 months after your first attempt.

• 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

• Please refer to the updated fees for the CX certifications at the top of this page.

• The 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.