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.
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:
- Customer-Centric Culture
- Voice of the Customer, Customer Insight, and Understanding
- Organizational Adoption and Accountability
- Customer Experience Strategy
- Experience Design, Improvement, and Innovation
- 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.
10 Practice Questions for Customer Experience strategy
Our aim is to help (and inspire) folks who want to gain their CCXP credential or simply improve their understanding of Customer experience.
So we have developed a test bank of more than 150 practice questions to date across all 6 competency areas. More practice questions are underway!
We use our test bank of practice questions in our Customer experience training workshops as well as publish selected questions from time to time.
In this section, we share 10 of our 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 __________.”
#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:
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 ___________”:
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 daniel.ord@omnitouchinternational.
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:
- 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 Ord / firstname.lastname@example.org