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What can I do with my CCXP?

by OmniTouch International OmniTouch International 2 Comments

In this short and personal post I discuss the question – what can I do with my CCXP?

Someone wrote to me  a short while ago.  Here’s what they said.

“Dan, I have earned my CCXP.  But I’m not sure what to do with it.”

And I thought that he asked a fair question.  So I’ve written this short and personal post to discuss and answer that question.

What can I do with my CCXP?

(For those who don’t know, the CCXP stands for the Certified Customer Experience Professional certification credential).

 

Earning a professional credential like the CCXP

I think that the biggest benefit to earning a professional credential is the journey you take and the people you meet along that journey.

Whether that’s a 4-year degree or preparing for a few weeks or months (or more) for your CCXP.

Not just getting that piece of paper to hang in your office or show off to recruiters.

If you’re just after putting a few letters after your name, then you’re missing out on the most important part.  The growth, development & socialization that go along with earning those letters.

Bu with that said, getting that piece of paper is also a milestone accomplishment.  It deserves to be celebrated.

I still keep my university graduation photo in my office because I remember that day fondly and how happy my parents were for me.

But that piece of paper doesn’t do anything for me on its own.  It doesn’t have magic properties.

I have to proactively do something with it.

 

The role of leadership

I often get to work with Managers & Team Leaders in Contact Center environments.  And when we’re covering the topic of leadership, I like to use this definition –

Leadership is the combination of skills, knowledge and experience that enable a person to inspire others to accomplish a shared goal.

We begin by first defining the shared goal or goals.  What is it specifically that we’re try to achieve?  Because if you aren’t sure what you’re trying to achieve it’s going to be hard to get there.

Once we answer the shared goal question, we work backwards and brainstorm the specific skills, knowledge & experience we need to inspire people around us to achieve the shared goal.

And that can be a powerful exercise for people.  Because in the heat of doing our work, it’s not easy to step back and reflect on what we need to know and indeed what kind of people we need to be to inspire others.

So why do I bring up leadership in this post?

Because if you’ve earned your CCXP credential, I think it matters that you see yourself as a leader.

Regardless of what your job title is or what your work function is, you’re in a terrific position to inspire other people to achieve Customer Experience goals.

And with the CCXP credential, you’ve demonstrated that you have the required skill, knowledge & experience.  The credential measures and validates that.

So now that I understand that leadership & inspirataion are involved –  what can I do with my CCXP?

That’s the important question.

 

What can I do with my CCXP?

Whether it’s an MBA, a university degree or a professional certification like the CCXP, I think you can look at three ‘categories’ of doing.

Here they are.

1.  What can I do in my own job function?

One of the principles of Customer Experience management is that you maintain an ongoing pipeline of CX related projects to work on.

And given the breadth and depth of the topic, it’s unlikely that you’d ever run out of ways to apply what you know about CX to your job.  Whether you’re in Finance, Engineering, Operations, Customer Service, Marketing or a formalized Customer Experience function.

Creating new rituals, rewriting job descriptions, looking at how performance is measured, earning Employee engagement, considering specific ways to improve VOC results, designing new experiences or using strategy to prioritize decisions.

The list of potential CX related projects is nearly endless.

One of my favourite descriptions of Customer Experience is ‘thoughtfulness made visible’.  Of course being a thoughtful person is a great first step.

But for me this particular description refers to thoughtfulness in first understanding and then improving the experiences people go through. Whether for Employees, Partners or Customers.

You’ll never run out of things to do when you see things this way.

What behaviours do Customer Experience professionals display?

 

2.  What can I do with other job functions?

The famous leadership expert, John C. Maxwell writes, “The true measure of leadership is influence—nothing more, nothing less.”

That’s such a powerful statement.

Influence, Leadership and the CCXP credential. A big part of Customer Experience involves working across functional boundaries.  If you’re in a formalized CX function that’s pretty clear already.

But what about if you’re in a more discrete function such as Tech, Marketing or Finance?   Is it still appropriate to work across functional boundaries?

If the true measure of leadership is influence then the answer is a big ‘yes’.

Early in my career when I was in Finance, my big boss asked me to conduct some ‘How to Read a Financial Statement’ sessions for all the department heads.

And when I wrote the content for those sessions, my intent was not to just teach the department heads how to read financial statements. But to influence these important department heads to rethink about the our Finance function in general.

To see us as a trusted partner who could help them.  Not just the folks who nagged about budgets.

When I was managing large Customer Service operations, I regularly asked our company department heads across legal, marketing, finance & tech to come in and teach our Agents about what they did in their jobs and how it impacted Customers.

But I was also giving these departments heads a platform to positively influence our Agents about our company and our shared goals.

Whether you decide to bring in department heads like I did, or develop a series of short talks on Customer Experience – don’t underestimate your ability to positively influence those around you.

 

3.  What can I do outside of my organization?

I think every industry professional has a responsibility to write and/or speak and share their learnings, mistakes & perspectives.  And as a CCXP you are an industry professional.

You serve as a role model for the industry.  It’s an integral part of who you are and what you do.

I know that writing, speaking or recording videos takes time.  And that when you first begin it can feel overwhelming.

But through the process you find your voice.  You establish a perspective.  Your perspective.

And your writing and/or speaking improves.  These are important life skills.  And they enhance your ability to inspire and influence as well.

And finally, today there are so many groups, both virtual and offline, that have Customer Experience as their mandate.  It’s quite easy to find these groups and become an active part of the wider community.

CX lessons we can learn from the Contact Centre industry

My favorite John F. Kennedy quote

Perhaps because I grew up in a proud military family I’ve always loved this quote from President John F. Kennedy.

Using your CCXP credential to serve others. Ask not what your country can do for you, but what you can do for your country.

For me this quote embodies what it means to serve.  To look outside yourself to others.

As a CCXP, or MBA or degree holder or holder of any number of professional certifications that are out there, I think that looking to this quote as a touchstone can help.

It’s not what the credential can do for you.  It’s what you do with that credential for others.

And when you look at things this way, you’ll never run out of ideas or opportunities to serve.

I’m proud to be a CXPA Recognized Training Provider and help people on their CCXP journey.  But I still believe that it’s what you do with the credential after you earn it that matters the most.

Thanks for reading!

Daniel

 

 

 

10 CCXP Exam Practice Questions for Experience Design, Improvement & Innovation

by OmniTouch International OmniTouch International No Comments

In this short post we share 10 CCXP Exam Practice Questions for the Experience Design, Improvement & Innovation component of the overall CCXP exam.

CCXP = Certified Customer Experience Professional.  We’re proud to be a CXPA Recognized Training Provider and help people earn their CCXP credential as well as grow in Customer Experience.

A quick look at the official CCXP Exam

The CXPA (Customer Experience Professionals Association) has identified six (6) Customer Experience competency areas for certification and each area is covered in the official CCXP Exam.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

There are currently 100 questions in the official CCXP Exam.

To learn more about the CCXP credential and the CCXP exam process please visit cxpa.org.

Our aim with sharing these practice questions

Our aim is to help and inspire folks who want to gain their CCXP credential or simply improve their understanding of Customer Experience as a business discipline.

That’s why we have developed a bank of more than 250 practice questions for the CCXP Exam. We use these practice questions in our Customer experience training workshops as well as publish selected questions from time to time.

In the next section, we share 10 of our CCXP exam practice questions related specifically to the Experience Design, Improvement & Innovation competency.

These 10 questions are designed to address specific know-how related to this competency and are written in the same multiple choice format found on the official CCXP Exam.

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

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.  Don’t look up any answers!

Here goes – and good luck!

The 10 CCXP Exam Practice Questions

  1. Which of the following is the BEST description of a human centered design process?

 

a.  Analyze, prototype, ideate

b.  Using empathy in your design

c.  Ideas need to be restricted to only those that can be funded

d.  The right Customer experience changes done the right way

 

 

  1. Select the option where the 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

 

 

  1. The concept of co-creation is BEST expressed as:

 

a.  Asking Employees for their opinions on Customer experience

b.  Asking Business Partners for their opinions on Customer experience

c.  Asking senior management for their opinions on Customer experience

d.  Involving Customers, Employees & Business Partners in the design of Customer experiences

 

 

  1. The best definition of a Prototype is:

 

a.  An early sample, model, or release of a product built to test a concept or process or to act as a thing to be replicated or learned from

b. Involving Customers, Employees & Business Partners in the design of Customer experiences

c.  A tool used by car manufacturers to show off their new models

d.  None of the above

 

 

  1. If Employees and/or Business Partners will be involved in a new or improved Customer
    experience it’s important to:

 

a.  Incorporate their needs and motivations in the design process

b.  Ensure that their Standard Operating Procedures are updated and communicated out

c.  Conduct a fishbowl analysis to understand the best way to proceed

d.  All of the above

 

 

  1. Once a problem or opportunity has been defined the next step is:

 

a.  Research

b.  Analyze

c.  Ideate & Prototype

d.  Prototype & Test

 

 

  1. 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.  They don’t make the proposed improvement or innovation compelling for a broad audience

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

 

 

  1. The concept of a Customer experience ‘sandbox’ is best expressed as:

 

a.  Designated place/location where new ideas can be tested and tried out

b.  A calming location where Frontline Employees can relax after dealing with Customers

c.  An innovation centre where hackathons can be run

d.  The idea of a ‘sandbox’ is an intellectual not physical concept

 

 

  1. The term ‘ideation’ refers to:

 

a.  Involving Customers, Employees & Business Partners in the design of Customer experiences

b.  A symbiotic method of idea creation is when multiple ideas are combined, using different elements of each to make a whole

c.  Ideation is the creative process of generating, developing, and communicating new ideas

d.  All of the above

 

 

  1. Complete this sentence: “Customers _________________________.”

 

a.  Get engaged when they help companies improve processes and experiences

b.  Get offended when they help companies improve processes and experiences

c.  Don’t feel one way or the other about helping improve processes and experiences

d.  None of the above

 

Would you like to know how you did?

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

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]

Let me know the question # and the answer that you chose (either a,b,c or d).  It helps also to tell me which Quiz you took.  This Quiz is for Experience Design.

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

  1. a
  2. d
  3. c
  4. 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.

Of course taking 10 CCXP Exam Practice questions won’t fully reflect the experience and effort that have gone into your Customer experience work and goals to date. It’s a lot more than answering multiple choice questions.

But in all these many years of running high level certification programs, we find that the more practice questions you take – and learn from – the better prepared you will be.

Thank you for reading!

10 CCXP Exam Practice Questions for Voice of Customer, Customer Insight & Understanding

Daniel

10 CCXP Exam Practice Questions for Voice of Customer, Customer Insight & Understanding

by OmniTouch International OmniTouch International No Comments

In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding component of the overall CCXP exam.

CCXP = Certified Customer Experience Professional.

And we’re proud to be a CXPA Recognized Training Provider – providing workshops that help people enhance their know-how around Customer Experience, as well as prepare for the CCXP Exam.

A quick look at the official CCXP Exam

The CXPA (Customer Experience Professionals Association) has identified six (6) Customer Experience competency areas for certification and each area is covered in the official CCXP Exam.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

There are currently 100 questions in the official CCXP Exam.

To learn more about the CCXP credential and the CCXP exam process please visit cxpa.org.

Our aim with sharing these practice questions

Our aim is to help and inspire folks who want to gain their CCXP credential or simply improve their understanding of Customer Experience as a business discipline.

That’s why we have developed a current bank of more than 150 practice questions with more underway.

We use these practice questions in our Customer experience training workshops as well as publish selected questions from time to time.

In the next section, we share 10 of our CCXP exam practice questions related specifically to the Voice of Customer, Customer Insight & Understanding competency.

These 10 questions are designed to address specific know-how expected for this competency and are written in the same multiple choice format found on the official CCXP Exam.

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

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.  Don’t look up any answers!

Here goes – and good luck!

The 10 CCXP Exam Practice Questions

 1.  Most organizations do not know their Customers as well as they should because of all the following except:

 

a. They rely on a quantitative lens to look at Customers

b.  There are too many transactional surveys

c.  The organization believes that they already know what Customers want

d.  Ethnographic research is not well used

 

 

2.  Which of the following is the best definition of a Transactional Survey?

 

a.  Is also known as Net Promoter Score

b.  A survey that should be conducted 1x per year

c.  Understands the Customer’s overall relationship with the organization

d.  Understands how a Customer perceives a recent interaction

 

 

3.  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

 

 

4.  If you only have a very short time to gather qualitative research, it might be best to:

 

a.  Ask Employees about Customer wants and needs

b.  Engage a third-party research consultancy

c.  Use past data that may exist in the company

d.  Do an online survey as responses come in more quickly

 

 

5.  Which of the following is the best example of a Persona?

 

a.  Corporate Customers

b.  Customers who live in a specific postal code

c.  Cindy, a housewife with two children

d.  Customers who spend more than $X per year

 

 

6.  Which of the following statements is not true?

 

a.  Creating visual aids & methods to share Customer insight is recommended

b.  Personas help employees understand the types of Customers they deal with

c.  Journey maps should be complex to allow for thorough evaluation

d.  Journey maps visually illustrate a persona’s activities over time

 

 

7.  All the following are examples of mining unsolicited feedback except:

 

a.  Comments on social media

b.  Customer feedback to Call Centre Agents

c.  Posts on review sites (TripAdvisor, Yelp)

d.  Results from Transactional Surveys

 

 

8.  Personas and Customer Journey Maps are best described as:

 

a.  The ultimate outcomes for Customer Understanding & Insight work

b.  Tools that help us gain insight into who our Customers are and what they do

c.  Approaches based on Customer segmentation across product lines

d.  Over-utilized by most major organizations

 

 

9.  Watching a Customer order a product online is an example of:

 

a.  Ethnographic research

b.  Relationship Survey

c.  Mystery Shopper

d.  Predictive analytics

 

 

10.  Turning your Customer data into a compelling picture or story helps with:

 

a.  Getting management, employees and partners to understand the Customer better

b.  Gaining buy-in for taking steps to improve or enhance the experience

c.  Building empathy across the Team with the Customer’s situation

d.  All the above

 

Would you like to know how you did?

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

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]

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:

  1. a
  2. d
  3. c
  4. 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.

Of course taking 10 CCXP Exam Practice questions won’t fully reflect the experience and effort that have gone into your Customer experience work and goals to date.

But in all these many years of running high level certification programs, we find that the more practice questions you take – and learn from – the better prepared you will be.

Thank you for reading!

10 CCXP Exam Practice Questions for Customer Research Know How

Daniel

Daniel Ord / [email protected]

 

10 CCXP Exam Practice Questions for Customer Research Know How

by OmniTouch International OmniTouch International No Comments

In this short post we share 10 CCXP exam practice questions for Customer Research Know How.

CCXP = Certified Customer Experience Professional.  We’re proud to be a CXPA Recognized Training Provider and we help people earn their CCXP credential as well as grow in Customer Experience.

A quick look at the official CCXP Exam

The CXPA (Customer Experience Professionals Association) has identified six (6) Customer Experience competency areas for certification and each area is covered in the official CCXP Exam.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

There are currently 100 questions in the official CCXP Exam.

While there is not a designated competency specifically for Customer Research Know How, it’s still an important topic.

To succeed in the Metrics, Measurement & ROI competency as well as the Voice of Customer, Insight & Understanding competency, you’ll need some essential knowledge around what I call Customer Research Know How.

 

Our aim with sharing these practice questions

Our aim is to help and inspire folks who want to gain their CCXP credential or simply improve their understanding of Customer Experience as a business discipline.

That’s why we have developed a current bank of more than 250 practice questions with more underway.  We use these practice questions in our Customer experience training workshops as well as publish selected questions from time to time.

10 CCXP Exam Practice Questions

10 CCXP Exam Practice Questions for Customer Experience Strategy

 

If you want to learn more about the official CCXP credential and the CCXP exam process please visit cxpa.org.

 

10 CCXP Exam Practice Questions for Customer Research Know How

In this section, we share 10 CCXP Exam practice questions for Customer Research Know How.  These 10 questions are written in the same multiple choice format found on the official CCXP Exam.

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

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.  Don’t look up any answers!

Here goes – and good luck!

Quiz – Customer Research Know-How

 1.  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

 

2.  Based on the image shown, which of these numbers is the mode?

 

a.  5

b.  4

c.  2

d.  The sum of all the numbers shown

 

3, What is the median for this data set?

102, 56, 34, 99, 89, 101, 10.

a.  10

b.  102

c.  None of the answers is correct

d.  89

   

4.  You earned $129, $139, $155 and $176 over the last 4 weeks. What is your average pay?

a.  $153.00

b.  $149.75

c.  $176.00

d.  $99.50

   

5.  Which of the following is the best definition of ‘Regression Analysis’?

a.  Regression Analysis refers to the most common number in a data set.

b.  Regression Analysis is a technique to assess the relationship between a dependent variable and one or more independent variables.

c.  The connection between two events or states such that one produces or brings about the other, where one is the cause and the other its effect.

d.  Regression Analysis is most often related to the average of a data set.

 

6.  Which answer is the correct interpretation of the diagram show below?

 

a.  There is a positive correlation between the mark in the general knowledge test and the IQ level

b.  There is a not positive correlation between the mark in the general knowledge test and the IQ level

c.  There is a negative correlation between the mark in the general knowledge test and the IQ level

d.  There is no correlation between the mark in the general knowledge test and the IQ level

 

7.  Which answer is the most appropriate interpretation of the diagram shown below?

                        

 

a.  There is a positive correlation between Weight and the Kilometers Run per Week

b.  There is a no correlation between Weight and the Kilometers Run per Week

c.  There is a negative correlation between Weight and the Kilometers Run per Week

d.  There is not a negative correlation between Weight and the Kilometers Run per Week

 

 8.  Which of the following is the best definition of a Confidence Interval?

a.  How close the survey results of the sample are to the actual results yielded if you were to survey the entire population

b.  The overall confidence you have that your figures are correct

c.  The percentage that indicates how sure you can be that the total population falls within the Confidence Interval

d.  None of the answers shown

 

 9.  Which of the following is the best definition of a Confidence Level?

a.  How close the survey results of the sample are to the actual results yielded if you were to survey the entire population

b.  The degree of certainty you have that your Confidence Interval is correct.

c.  The percentage that indicates how sure you can be that the total population falls within the Confidence Interval

d.  None of the answers shown

 

10.  Why do most organizations survey a random sample of Customers instead of all Customers?

a.  A random sample provides more reliable information

b.  Surveying a sample of customers is less expensive

c.  The confidence interval is higher when using a random sample

d.  None of the above

End of Quiz

Would you like to know how you did?

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

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]

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:

  1. a
  2. d
  3. c
  4. c (and so on for all 10 Practice Questions)

And because we have a few Quizzes up here on our Blog page can you tell me ‘which’ Quiz you’ve taken?  This is the Quiz for Customer Research Know How.  I always do my best to answer quickly and let you know which ones you got right and which need correction.

Of course taking 10 CCXP exam practice questions won’t fully reflect the experience and effort that have gone into your Customer experience work and goals to date.

But in all these many years of running high level certification programs, we find that the more practice questions you take – and learn from – the better prepared you will be.

Thank you for reading!

Daniel

Daniel Ord / [email protected]

 

 

10 CCXP Exam Practice Questions for Customer Experience Strategy

by OmniTouch International OmniTouch International No Comments

In this short post we share 10 CCXP exam practice questions for the Customer Experience Strategy component of the overall CCXP exam.

CCXP = Certified Customer Experience Professional.  We’re proud to be a CXPA Recognized Training Provider and help people earn their CCXP credential as well as grow in Customer Experience.

A quick look at the official CCXP Exam

The CXPA (Customer Experience Professionals Association) has identified six (6) Customer Experience competency areas for certification and each area is covered in the official CCXP Exam.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

There are currently 100 questions in the official CCXP Exam.

To learn more about the CCXP credential and the CCXP exam process please visit cxpa.org.

Our aim with sharing these practice questions

Our aim is to help and inspire folks who want to gain their CCXP credential or simply improve their understanding of Customer Experience as a business discipline.

That’s why we have developed a current bank of more than w50 practice questions with more underway.  We use these practice questions in our Customer experience training workshops as well as publish selected questions from time to time.

10 CCXP Exam Practice Questions for Customer Experience Strategy

In this section, we share 10 CCXP Exam practice questions related specifically to the Customer Experience Strategy competency.

These 10 questions are designed to address specific know-how expected for the Customer Experience Strategy competency and are written in the same multiple choice format found on the official CCXP Exam.

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

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.  Don’t look up any answers!

Here goes – and good luck!

 

#1. If you want your Frontline 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

 

#2. When developing your Customer experience strategy, it is best to:

a. Consider the needs of your Customers

b. Look at what kind of Organization you are

c. Adopt practices from other leading Organizations

d. Consider both the needs of your Customers & what kind of Organization you are

 

#3. Which of the following least describes an Annual Operating Plan?

a. Describes the tactics that will be used

b. Involves budgeting

c. Involves resource allocation

d. Outlines the plans and strategies for the next few years

 

#4. The following are effective examples of communicating a Customer experience strategy except:

a. Scheduling a one-time per year Town Hall for Employees to discuss business results

b. Develop a small handbook to be given to each Employee to carry with them

c. Create a physical space that immerses Employees in the desired experience

d. The creative use of video to share the intended experience with Employees

 

#5. Choose the word that best applies to this statement.  “The best Customer experiences are not __________.”

a. Consistent

b. Intentional

c. Accidental

d. Relevant

 

#6. A shared Customer experience vision enables you to:

a. Align strategic initiatives across the organization

b. Increase prices for your products & services

c. Pay your Employees a little bit less than market value

d. Do away with core values

 

#7. A shared Customer experience vision is applicable for:

a. Employees

b. Employees and Partners

c. Senior management

d.  All organizational stakeholders

 

#8. You talked to your Marketing Department and they shared that the brand value that resonates most with Customers is that of being ‘small-town’ or ‘heartland’ in character.  Which of the following behaviors might be implemented in your Contact Centre as a result of this brand value?

a. Be professional

b. Understand how Customers use the mobile application

c. Be as efficient as possible

d. Feel free to chat with Customers

 

#9. Which of the following best exemplifies a shared Customer experience vision:

a. We will aim to deliver a differentiated Customer experience – each Customer, each time, everywhere we are

b. We aim to deliver the highest possible shareholder returns for shareholders

c. At ABC company, your satisfaction is our ultimate reward

d. Dedication to the highest quality of  service with a sense of warmth, friendliness, individual pride

 

#10. Which of the following answers best addresses the statement, “It helps a lot if the Team developing the Customer experience strategy is ___________”:

a. Cross-functional

b. Certified in Customer experience

c. Has at least 5 years of experience in Customer experience

d. Defers to the CEO for the final decision


End of Quiz

Would you like to know how you did?

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

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 (Daniel Ord) at [email protected]  Please be sure to tell me which Quiz you took.  This one is for Customer Experience Strategy.

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:

  1. a
  2. d
  3. c
  4. c (and so on for all 10 Practice Questions)

I always do my best to answer quickly!

Of course taking 10 CCXP practice questions won’t fully reflect the experience and effort that have gone into your Customer experience work and goals to date.

But in all these many years of running high level certification programs, we find that the more practice questions you take – and learn from – the better prepared you will be.

Thank you for reading!

Daniel

Daniel Ord / [email protected]

 

 

 

10 CCXP Exam Practice Questions

by OmniTouch International OmniTouch International No Comments

In this article we share 10 CCXP Exam practice questions for you to try drawn from across multiple competency areas.

CCXP stands for Certified Customer Experience Professional.  We’re proud to be a CXPA Recognized Training Provider and help people earn their CCXP credential as well as grow in Customer Experience.

The Certified Customer Experience Professional (CCXP) Exam

The CXPA has identified six (6) Customer Experience competency areas and each area is represented in the official CCXP Exam.CCXP Official Logo

The official CCXP Exam consists (currently) of 100 questions.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

Each competency area is represented on the official CCXP Exam.

 

10 CCXP Exam Practice Questions

To help individuals gauge their readiness for the CCXP Exam, we developed a test bank of (currently) 250 practice questions, many of which we share online in various posts.

And all our CCXP practice questions are in multiple choice format, exactly like the official CCXP Exam.

Read through each of the 10 practices question below and choose the answer that you think is correct – that’s either a, b, c or d.  The questions in this practice Quiz are drawn from different competency areas.

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

Don’t look up any answers!

 

Here goes – and good luck!

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 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. They 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

You’re done!

 

Would you like to know how you did?

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

Once you’ve answered all (10) questions just drop an email to Daniel Ord at [email protected]  Let me know ‘which’ Quiz you’ve taken – this one is CX General.

Let us 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 us:

  1. a
  2. d
  3. c
  4. c (and so on for all 10 CCXP Practice questions)

We always do our best to answer quickly 🙂

Thank you for reading and trying out the CCXP Practice questions!

How to learn more about Customer Experience and prepare for certification

Daniel

Daniel Ord / [email protected]

Daniel Ord