Download the certification brochure (Spanish): Click here

Exam Details

• Exam Name: Customer Experience Certified Expert (CXCE)
• Exam Format: Multiple choice, online with remote supervision (proctoring)
• Exam Delivery: Safe Exam Browser
• Number of Questions: 60 questions: 70% scenarios / 30% conceptual
• Exam Duration: 90 minutes
• Passing Score: 72% (44 out of 60 correct answers)
• Available Languages: Spanish
• Attempts: Maximum 2 attempts (minimum 15 days between attempts)
• Validity: 3 years · 15 CPD credits per year

Main Subjects

• CX fundamentals and customer-centric mindset (12%): Evolution of CX; CX and financial results; Maturity and the EX-CX relationship.
• Customer research and Voice of Customer (18%): VoC programs; Qualitative research; Closed-loop feedback.
• Customer journey mapping and experience design (22%): Journey mapping; Design Thinking; Omnichannel.
• CX metrics, measurement and analytics (18%): NPS, CSAT and CES; Key driver analysis; CX ROI.
• Service design and touchpoint management (16%): Service blueprinting; Service recovery; Touchpoints and technology.
• CX governance, culture and ROI (14%): CX organizational structure; Employee experience; Initiative portfolio.

Who is this certification for?

• CX leaders and managers: Who lead transformation programs.
• Marketing, customer success and UX: Who are moving from tactical to strategic work.
• Operations directors and consultants: Who incorporate CX metrics and governance.

Prerequisites

No mandatory prerequisites: no prior experience, training or certification is required to take the exam. Recommended (not mandatory): experience in service, marketing, product or operations, and basic knowledge of NPS, CSAT or customer research.