This program is designed to prepare participants for the certification exam only.
The CACX – Certified Advanced Customer Experience (accredited by ISM) offers a professional framework that defines institutional principles and regulatory controls for managing and enhancing customer experiences in competitive business environments. This certification enhances individuals’ competencies in structuring customer service functions, designing institutional interaction mechanisms, and monitoring service quality indicators in alignment with international accreditation standards. The program focuses on delivering governance models and equipping participants with the knowledge needed to align customer service operations with organizational strategic goals, thereby helping them successfully pass the certification exam.
Define advanced institutional concepts in customer experience based on ISM standards.
Classify organizational models and structures for customer interaction planning and management.
Analyze service quality indicators and tools for measuring customer satisfaction.
Evaluate customer experience development strategies aligned with organizational objectives.
Prepare effectively for the CACX certification exam.
Customer Service Center Managers.
Quality and Customer Experience Officers.
Corporate Development and Customer Service Managers.
Compliance and Service Performance Monitoring Officers.
Aspiring customer service professionals seeking professional certification.
Principles of customer service in large organizations.
The link between customer experience and organizational excellence.
Key factors influencing customer satisfaction and loyalty.
Regulatory framework for customer interaction governance.
Key performance indicators (KPIs) related to customer experience.
Organizational structures of customer experience units.
Models for designing customer interaction journeys.
Mechanisms for monitoring interaction quality and documenting data.
Management of digital and direct customer communication channels.
Foundations for integrating service units with other departments.
Methods for measuring institutional service quality.
Tools for analyzing customer satisfaction data.
Early warning indicators for service issues.
Correlation between quality indicators and continuous improvement plans.
Mechanisms for reporting customer satisfaction insights to senior management.
Continuous improvement policies for customer experience programs.
Models for evaluating institutional customer experience initiatives.
Strategies for enhancing customer loyalty and return rates.
Integration of digital transformation in customer experience programs.
Managing organizational change to improve customer satisfaction.
Overview of the exam structure and administration.
Identification of key topics and focus areas.
Sample exam questions with detailed answer explanations.
Recommended materials and resources for comprehensive exam preparation.
Ensuring optimal academic review for exam success.