Certified Customer Experience Management Practitioner (CCXMP) Training Course Outline

Customer Experience Skills

Certified Customer Experience Management Practitioner (CCXMP)

4-Day Course l 100% HRDC Claimable

Course Introduction

The era of engaged organisations in connecting to customers is here. As a result, organisations are compelled to establish a sturdy Customer Experience Management (CXM) framework to enable intimate customer engagement in all business areas and critical competitive differentiators.

Customer Experience (CX) has been around for over 15 years but is still considered a fancy name for Customer Service. However, CX has profound ramifications for organisations both laterally and vertically. CX is required today as an approach to which businesses leap above competitors and propel them to the highest echelons of industries and reap benefits that influence the bottom line. CX can only be made possible by ensuring every part of the organisation is customer-centric- Systems, Process, Environment and People.

This Certification educates the candidates to a robust CXM Framework, breaks down its components for direct application into organisations, and generates momentum to implement and manage the brand experience.

Practical application of the CXM Framework through the three sectors of:

Framework Alignment
Tactical Customer Experience Integration
Framework Implementation

Learning Objectives

This Certification educates the candidates to drive the existing CXM Framework tactically and break down its components for direct application into Organisations with the objective of “ENCOURAGE THE WILL.”
Practical application of the CXM Framework through the three sectors of:
1. Framework Alignment
2. Tactical Customer Experience Integration – “Encourage the Will”
3. Project Implementation

Training Modules

Module 1: Service Mindset Change

Module 2: The Dweck Mindset Change Theory to Create Will

Module 3: Individual Commitment

Module 4: CX to SC Framework Alignment

Module 5: Service Culture Behaviours Throughout the Customer Journey Cycle

Module 6: Customer Insights Initiatives

Module 7: AI Augmentation and Applications in Contact Centre Training

Module 8: John P. Kotter’s 8-Step Culture Change Model

Module 9: CDEF Project Management Methodology

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Target Audience

For Head of CX, CX Team, Brand ambassadors, Company service professionals.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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Customer Experience Skills