10 CCXP Exam Practice Questions

Check your fundamental understanding with these CCXP Exam practice questions

In this post you will find 10 CCXP Exam practice questions drawn from across a variety of CX competencies.

These practice questions are excerpted from our ‘Customer Experience Management & CCXP Exam Preparation’ training course.

We help people around the world better understand Customer Experience and prepare to take their Certified Customer Experience Professional Exam.

We hope they are helpful for you!

A quick look at the official CCXP Exam

The Customer Experience Professionals Association (CXPA) has identified five Customer Experience competencies for certification.

Here are the (5) Customer Experience competencies:

Customer Experience Strategy
Customer Insights & Understanding
Design, Implementation & Innovation
Metrics, Measurement & ROI
Culture & Accountability

There are currently 100 questions in the official CCXP Exam.

These 10 CCXP practice questions are drawn from across a variety of required competencies. And they are written in the same multiple choice format found on the official CCXP Exam.

Read through each practice question and choose the answer that you think is correct – that’s either a, b, c or d.

There is one correct answer for each practice question.

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.

The 10 CCXP Exam practice questions

1. Which of the following is the LEAST important to the Customer’s perception of their interaction with your organization?

a. Having their needs met

b. Getting the job done

c. Feeling good about what happened

d. The amount of discount they received

2. It is advised not to boil the ocean when you begin mapping the Customer ecosystem for your various Customer personas. Which answer below BEST fits the meaning of this phrase?

a. You will need to complete a detailed journey map for all Customer types before you see any progress

b. You are better off prioritizing which Customer types to study, but you will need to complete detailed journey maps for these selected types before you see any progress

c. You are better off prioritizing which detailed journey maps to complete, but you will need to do it for all Customer types before you see any progress

d. Start by prioritizing which Customer types you want to study and then prioritize which detailed journey maps you need to create for the selected Customer type(s)

3. If you want your Service Staff to go the extra mile correctly, you should:

a. Give them as much leeway as possible to do what they think is right

b. Ask them to use the Customer experience strategy as a guide

c. Ask them to talk to other Service Staff to see what they do

d. Advise them not to go the extra mile because it tends to be costly

4. Which of the following is the BEST definition of Ethnographic Research?

a. Research that correlates satisfaction with loyalty

b. Research that seeks to identify the drivers of Customer satisfaction

c. Research that studies the Customer in their own environment

d. Research that seeks to predict future Customer behavior

5. Which of the following statements is FALSE?

a. Behavioral interview questions are useful for assessing culture fit

b. Even companies with clear values need strict rules to guide Employee behavior

c. CX Training for Employees can cover CX as well as skills Employees need to deliver CX

d. Formal rewards programs include pay rises, bonuses and promotions

6. Select the answer where the Experience Design steps are in the correct order:

a. Analyze, Research, Ideate, Prototype, Test

b. Test, Prototype, Ideate, Research, Analyze

c. Research, Analyze, Ideate, Prototype, Test

d. None of the options are correct

7. The risk in creating a prototype report or PowerPoint presentation is that:

a. It may have to be translated into multiple languages

b. Usually reports and PowerPoint presentations are not detailed enough

c. Reports and PowerPoint presentations don’t make the proposed improvement or innovation compelling for a broad audience

d. Rituals and storytelling are better methods for communicating proposed innovations

8. The BEST example of a descriptive metric is:

a. Customer Effort Score (CES)

b. Net Promoter Score (NPS)

c. Average Handling Time (in a Call Centre)

d. Loyalty

9. The biggest challenge with most Voice of Customer (VOC) Programs is:

a. Failure to action the results

b. Conflicting views on survey design

c. Lack of an online survey system

d. Getting Customers to take the survey

10. Complete this phrase, “Correlation does not equal ________.”

a. Causation

b. Regression analysis

c. The outcome of a Scatter Diagram

d. None of the answers is correct

Would you like to know how you did on the 10 CCXP practice questions?

If you’d like to know if your answers are correct we’re happy to help.

And we’ve intentionally gone low-tech here. There’s no need to register anywhere, set-up an account or pay to access the practice questions.

Once you’ve answered all (10) questions just drop an email to me at [email protected]

Because we have a number of different practice question sets out there please tell me which set of practice questions you’ve taken.

These practice questions are for General CX.

Then let me know the question # and the answer that you chose (either a,b,c or d).

You can use the following format in your email to me:

a
d
c
c (and so on for all 10 Practice Questions)

I always do my best to answer quickly and let you know which ones you got right and which need correction.

Thank you for taking the practice questions!

You can find a number of additional practice question sets on Customer Experience, Customer Service and Contact Centers on the Blog page on our website www.omnitouchinternational.com

And if you’d like to stay in touch with our posts, activities and events send us your email or add it in the Subscribe button on our website.

Daniel Ord

[email protected] / www.omnitouchinternational.com