Description

Certification Name: Certified Customer Experience (CX) Manager

Global Occupational Skill Standard – GOSS ID: GOSS/M/CCEM/V1

Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).

Objective: The objective of the Certified Customer Experience (CX) Manager course is to equip participants with the skills and knowledge to develop, implement, and oversee effective customer experience strategies. The course covers customer journey mapping, service design, feedback analysis, CX metrics, omni-channel management, and continuous improvement processes. 

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, You will be redirected to payment gateway, pay fee by any available options like Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Introduction to Customer Experience Management: Definition and importance of CX, Components of customer experience, Role of a CX manager, Customer journey mapping, Understanding customer expectations, CX trends and best practices.

Module 2: Customer Insights and Research: Techniques for gathering customer feedback, Quantitative and qualitative research methods, Analyzing customer behavior and preferences, Voice of the Customer (VoC) programs, Customer segmentation, Using data analytics in CX.

Module 3: Designing and Improving Customer Experience: Customer journey design and touchpoint management, Service design principles, Personalization strategies, Customer-centric culture development, Process improvement for CX, Technology tools for CX enhancement.

Module 4: Customer Relationship Management (CRM): CRM systems and functionalities, Integrating CRM with CX initiatives, Customer loyalty and retention strategies, Handling customer complaints and recovery, Communication and engagement tactics, Measuring customer satisfaction (CSAT, NPS).

Module 5: Performance Measurement and Analytics: Key CX metrics and KPIs, Data collection and analysis techniques, Dashboard creation and reporting, Root cause analysis, Using feedback for continuous improvement, Benchmarking against competitors.

Module 6: Leadership and Change Management in CX: Building and leading CX teams, Cross-functional collaboration, Change management principles, Training and development in CX, Communicating CX vision, Ethical considerations in customer experience.

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.