Certified Customer Experience Practitioner (CCXP) Online Training
Date(s) - 08/19/2020
Institute of Customer Management
Customer Experience Management (CEM) or simply Customer Experience (CX) is one of the most important areas within the marketing domain. Successful implementation of CX within an organisation has many advantages, including higher customer satisfaction, improved returns on investment, and overall a greater shareholder value. However, few companies actually know what they are doing when it comes to CX. This programme will take an in depth look at CX in broader terms (not just experience management for customers, but also for business partners). We will study the best practice firms, and use a model to develop our own CX programmes. The programme will also look at tools that will help us to reassess our CX programmes in order to improve them in line with global best practices.
Getting customers is easy, retaining them is hard, however it costs less to retain an existing customer than to grain a new one. Then why are companies struggling to retain their customers? In this programme we will take a new look at loyalty and redefine it within the current market framework. We will re-assess loyalty programmes, and take a look at the role NPS (net promoter score) plays within the marketing domain. We will look at ways of making loyalty programmes and NPS work. The programme will also look at loyalty from an emotional attachment perspective, i.e. getting your customers to love your brand.
Dr. Khan delivering a workshop on CEM workshop
Many companies offer CX & CEM training today. Our training programme is different because it is being led by one of the pioneers within the domain of CEM!
What will you master?
- The CX Journey (from Service Dominant Logic to CX)
- CX Strategy development
- The 12-Steps to a great CEM programme
- Customer Journey Mapping within CEM
- Innovating Customer Experience Journeys
- CRM, CX and Customer Loyalty
- Moving from Like to Love. Getting customer to love your brand
With participants of Abu Dhabi Motorsport Managment (at the Formula 1 track)
Is this programme for you?
This programme focuses on developing Customer Experience Management skills for both professionals assigned to working in the Customer Experience departments as well as anyone interested in improving the journey of a customer within both for-profit and not-for-profit organisations.
•Directors / MDs / CEOs, Senior Executives
•Head / Director of Customer Insights
•Customer Experience Managers / Directors / VPs
•Customer Service Managers / Directors
•Business Owners & Entrepreneurs
•Customer Engagement Managers / Directors
•Social Media Managers
•Chief Customer Officers & Chief Operating Officers
•Senior Marketing Managers, Directors & Vice Presidents of Marketing
•General Manager, Director of Business Development
•Director of Operations
Exam / Assessment
After the training participants will need to complete an assessment. The assessment will be a 4,000 word report where you will be required to apply the concepts of CX to an organisation of your choice (most participants apply these to their current place of work). Participants will have 6 weeks to complete the asesssment. Upon successful completion of the assessment, participatns will be awarded the Certified Customer Experience Practitioner (CCXP) certification.
Upto 100 Free Places
Within the current global environment we understand that many people are not only hit by social, but also economic constraints. Consequently, in order to do our bit, we are offering up to 100 free spots on the trianing programme. The standard cost of the training is $2,000. You are welcome to pay as much as you like or join us for free. Free spots are available for the first 100 participants. You must register for the exam/assessment at the time of registeration (we want to make sure that those people who are serious about getting the certification get top priority).
To register, click on the Select Date. If you can not find a place try selecting a different date. If you expereince any problems, email us at: firstname.lastname@example.org
Dates and timings
We are running this programme over 4 days (Tuesday – Friday). Each day consits of 3 hour sessions. The sessions run from 10:00 am till 1:00 pm (British Standard Time) or 11:00 am to 2:00 pm (CEST).
We have an additional session which runs from 9:00 am till 12:00 pm Pacific Standard Time (Monday – Thursday) or 12:00 pm – 3:00 pm Eastern Standard Time.
The exact dates and timings of the sessins will depend on the number of participants that register for the training.
Participants missing a day have the flexibility to retake the session the following week (based on availablity).
This training is accredited by the European Professional Certification Agency (EPCA).
Dr. Osman Khan, is one of the leading Marketing experts in the world. He is also one of the leading and pioneering Customer Experience & Customer Loyalty experts! Dr Khan has written several books on customer experience and customer loyalty management. His thoughts, ideas and CEM models have transformed the CEM & CX industry around the globe.
Dr. Khan holds an MBA and a PhD in Marketing from the University of Bradford. Dr Khan has been working with companies around the globe, from entrepreneurs, SMEs to Fortune 500 and FTSE 50 companies in improving their business performance.
Dr Khan has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team. His past experience include working as a C-Level member of several companies in London, as a Director of MBA Programmes of a London based University, serving on senior management positions of consulting, training, and high tech IT firms, consulting for multinational companies from Europe, US and the Middle East, as well as helping firms within the UK and USA in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.
Dr. Khan has won the prestigious Times Higher Education Award for best international strategy. He has also taught at the Kennedy School of Government at Harvard University and at the School of Management at the University of Bradford. He has published four books at the European Centre for Best Practice Management. Dr Khan’s latest book “Getting Customer to Love Your Brand” is available for sale on Amazon & Amazon Prime.
With delegates of the Abu Dhabi National Oil Company
- Global Village, UAE
- Abu Dhabi Motorsport Management, UAE
- Toyota Al Futtain, UAE
- Dubai Parks and Resorts, UAE
- Takreer, Abu Dhabi National Oil Company, UAE
- Oman Airforce, Oman
- Microsoft, United Kingdom
- Compass Group, United Kingdom
- World Bank
- Boots, United Kingdom
- Adkit, Israel
- Telefonica O2, United Kingdom
- Thomson Travel, United Kingdom
- Teredata, NCR, USA
- The Bank of Ghana
- Emirates Airlines
- Nigeria National Petrolium Corporation
- Serena Hotels & Resorts, E. Africa
- Bahria Town (Asia’s Largest Real Estate Developer)
- Zecora Ura, Brazil & United Kingdom
Participants from Nigeria National Petroleum Corporation
In-house programme are also available based on client requirements. To find out more about in-house programmes, please contact us.
Participants discussing a case during a training session in London
Terms & Conditions
The Institute of Customer Management reserves the right to postpone or cancel an event. In the unlikely event of such a postponement or cancellation, payments made by delegates shall be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive a full credit representing payments made towards a future event or alternatively the delegate may request a refund of the fee paid. We cannot reimburse the cost of any pre-booked travel arrangements or other costs incurred as a result of cancellation or postponement, and suggest that you may like to consider travel insurance to cover any significant costs incurred.