WHY AN ACCREDITATION IN CUSTOMER EXPERIENCE ACTUALLY MATTERS

Certificate vs Experience??Which matters to you?

I really do not fall into the class of those who favour?certificates over experience, but in the CCXP's case, I tow a much different line, and here is truly why it is a big deal and what you need to look out for in that chief 'Customer Custodian' in your business or organization.

I relate to?#CXPA's need to validate an assumed CX experience and knowledge with the plethora of resources, the various training guides for applicants and the manner of questions set ( I will share this in a post someday) and here is why. The CX discipline is relatively new globally, even at its infantile stage in a region such as ours. About 80% of us stumbled into Customer Experience (others staggered, some practically fell), mainly?coming from Customer Service, Customer Care, Customer Relations or Contact Center backgrounds. For others, it was Marketing, Sales, Public Relations or Account Management.?

What this means is, most people bearing titles with Customer Experience tend to carry out their roles using residual knowledge from any of the disciplines?mentioned above. It is all about the customer, right? So what else could be required? What this mindset does is make a trial and error attempt at trying to get CX right.

Customer Experience (CX) is a different?ballgame, and that game means a clear understanding of the many players, officials, rules, and techniques of play.

CX is understanding your customers, having an idea of human and behavioral biases, and being able to predict their behavior with an array of statistical and data analytics formulas available.

CX is about designing experiences using empathy.

CX is about driving process improvements using project management techniques.

CX is about being able to change culture by adopting change management strategies that work. Human behaviour is complex!!

...All in a bid to create that value that makes sense to both the Customer and the business.

After all "Luck they say .. is not a strategy"

#CustomerExperience?#CustomerExperienceManagersInNigeria?#CCXP?#CXCertification?#ProcessImprovement?#DataAnalytics?#StatisticalAnalysis?#CXPAWestAfrica?#CXPAAfrica?#CareerDevelopment?#HRConsulting?#HiringManagers?#CustomerExperienceRoles