Description

Certification Name: Certified Experience & Customer Engagement Manager

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

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

Objective: The Certified Experience & Customer Engagement Manager course is designed to equip professionals with the skills and knowledge to enhance customer experiences and foster long-term engagement. The course covers customer journey mapping, experience strategy, loyalty programs, digital engagement, feedback analysis, service design, and performance measurement. 

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: Customer Experience Leadership & Strategy: Role and responsibilities of an Experience & Customer Engagement Manager, Aligning customer experience strategy with business objectives, Leadership and team management in CX initiatives, Stakeholder engagement and communication, Governance and accountability frameworks, Building a customer-centric organizational culture

Module 2: Customer Journey Mapping & Insights: Mapping end-to-end customer journeys, Identifying touchpoints and pain points, Customer behavior analysis and segmentation, Gathering and analyzing customer feedback, Persona development and experience design, Translating insights into actionable strategies

Module 3: Engagement Strategies & Relationship Management: Designing customer engagement programs, Omnichannel engagement strategies, Loyalty and retention initiatives, Personalization and targeted communication, Community building and advocacy programs, Measuring engagement effectiveness and impact

Module 4: Digital Experience & Technology Enablement: Digital tools and platforms for CX management, CRM systems and automation, Mobile and web experience optimization, Social media and online engagement strategies, Data analytics for experience insights, Leveraging emerging technologies for enhanced customer interaction

Module 5: Metrics, Performance & Continuous Improvement: Defining KPIs for customer experience and engagement, Customer satisfaction and NPS measurement, Monitoring service quality and response effectiveness, Continuous improvement frameworks, Reporting to stakeholders and executives, Using insights to drive strategic CX improvements

Module 6: Innovation, Brand Experience & Strategic Communication: Designing innovative customer experience initiatives, Brand alignment and consistency across touchpoints, Storytelling and customer-centric messaging, Experience-driven marketing strategies, Collaboration with cross-functional teams, Driving organizational transformation through exceptional customer experiences

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.