Courses
Certified Customer Experience Specialist
**The Definitive Credential for Customer Experience Leadership**
Course Overview
Getting your Certified Customer Experience Specialist (CCES) means you really know your stuff when it comes to making customer experiences great, making them better, and keeping them running smoothly.This certification really shows you know how to create great interactions and make service personal. It teaches you to raise the bar for service and build ways to keep customers coming back. When you’re certified, you can genuinely boost customer happiness and build loyalty.
Having the CCES credential means you really get how being customer-focused affects business. You know how to size up service delivery, manage customer repair solutions, and kick off Voice of the Customer programs.This is for pros who want to get better at talking to customers, smooth out all those little interactions, and keep customers around for the long haul.
Getting your CCES certification really makes you stand out. It shows you’re a seasoned pro in customer experience, good at mapping out journeys, coming up with fresh ideas, and using data to boost engagement.Getting certified also means you can get into the ICSRM’s specific stuff for their field, their networking spots, and career help, which all go toward your growth in being a leader in how customers experience things.
Benefits of CCES Certification
- Establish Your Authority and build professional credibility in the customer experience field.
- Gain Actionable Skills to enhance service quality and streamline the customer journey.
- Boost Customer Retention by applying expert strategies to foster loyalty.
- Launch Further Credentials, using the CCES as a springboard to advanced certifications in CRM and CX strategy.
The Strategic Value of the CCES Credential
- CX Strategy & Design: Customer Journey Architect, CX Strategist
- Insights & Analytics: VoC (Voice of the Customer) Analytics Manager, CX Insights Analyst
- Experience Operations: Customer Engagement Lead, Service Excellence Manager
- Loyalty & Growth: Customer Retention Strategist, Loyalty Program Director
Workshop Philosophy
This is not a lecture series. This is a collaborative working session where you will learn by doing. Each day blends minimal essential theory with maximum practical application, using case studies, templates, and peer feedback to build a portfolio of actionable CX deliverables.
Ideal Participants
These professionals will gain immediate, actionable frameworks to formalize and advance their work.
Customer Experience (CX) Specialists/Coordinators: Individuals building or currently in a dedicated CX role who need a structured methodology and certification to validate their skills.
- Customer Success Managers: Professionals focused on retention and adoption who want to shift from reactive support to proactive experience design.
- Service Quality & Customer Service Managers: Leaders aiming to transition their teams from cost centers to value-driven experience champions.
- VoC (Voice of the Customer) or Insights Analysts: Data-focused roles seeking to better connect customer feedback to actionable business strategies and improvements.
Leadership & Change Agents
These participants will learn how to advocate for, govern, and scale CX initiatives.
- Mid-Level Leaders & Directors (in Marketing, Operations, Service) who are responsible for driving customer-centric cultural shifts within their departments.
- Aspiring CX Leaders looking to build a foundational skill set and credential to step into a Head of CX or VP of Customer Experience role.
- Entrepreneurs & Business Owners of small to mid-sized businesses who need a comprehensive framework to systematize and elevate their customer experience.
Program Duration: 2 Weeks (Monday–Friday)
Training Time: 8:00 a.m. – 4:00 p.m.
Tea Break: 10:00 – 10:15 a.m.
Lunch: 12:00 – 1:00 p.m.
DAILY TIME STRUCTURE
08:00 – 10:00 Instruction Session 1
10:00 – 10:15 Tea Break
10:15 – 12:00 Instruction Session 2
12:00 – 13:00 Lunch
13:00 – 15:30 Applied Learning, Case Studies, Practical Work
15:30 – 16:00 Reflection, Integration, Review
Workshop Outline:
Week 1 : CUSTOMER EXPERIENCE FOUNDATIONS, MEASUREMENT & VALUE
Day 1
Customer Experience Foundations & Orientation
MORNING SESSION
TIME
08:00AM – 08:30AM.
08:30AM – 09:15AM
09:15AM – 10:00AM
10:15AM – 11:00PM
11:00AM – 12:00AM
12:00PM – 01:00PM
TOPIC / ACTIVITY
- Welcome, introductions, program overview
- Customer experience as a discipline
- Service delivery versus customer experience
- Business value of customer experience
- Customer journeys and touchpoints
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 2:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
- Practical journey mapping exercise
- Group discussion: pain points and moments that matter
- Reflection and integration
Day 2
Measuring Service Quality & Customer Experience
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00OM – 01:00PM
TOPIC / ACTIVITY
- Service quality and performance measurement
- Service quality models and frameworks
Tea Break
- CX metrics: satisfaction, effort, loyalty
- Survey and feedback design
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
- Turning feedback into insights
- Practical CX metrics exercise
- Review and practice
Day 3
Service Standards, Monitoring & Improvement
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Service standards and design
Performance monitoring
Tea Break
Service level agreements
Continuous improvement approaches
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Measuring financial impact
Case study analysis
Reflection
Day 4
Customer Retention & Loyalty Drivers
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15PM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Customer retention and churn
Customer lifetime value
Tea Break
Emotional and rational loyalty
Trust and effort reduction
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Identifying churn risks
Retention strategy exercise
Review
Day 5
Loyalty Strategies & Value Creation
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00PM – 10:15AM
10:11AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Loyalty and advocacy programs
Share of wallet growth
Tea Break
Win-back strategies
Linking loyalty to outcomes
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 04:30PM
02:30PM – 03:30PM
030:30PM – 04:00PM
TOPIC / ACTIVITY
Return on relationship
Week 1 consolidation
Reflection
Week 2 : RECOVERY, DESIGN, STRATEGY & CULTURE
Day 6
Service Recovery & Complaint Handling
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 11:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
01:00PM – 02:30PM
TOPIC / ACTIVITY
Service failure types
Recovery prioritization
Tea Break
Emotion Management
Complaint handling systems
Lunch Break
Recovery frameworks
AFTERNOON SESSION
TIME
01:00AM - 02:30PM
02:30AM - 03:30PM
03:30AM - 04:00PM
TOPIC / ACTIVITY
Recovery frameworks
Role-play scenarios
Reflection
Day 7
Escalation & Crisis Management
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Escalation frameworks
Accountability and timelines
Tea Break
Root cause analysis
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Learning from failure
Case study
Review
Day 8
Personalization & Customer Engagement
MORNING SESSION
TIME
08:00AM – 09:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Personalization fundamentals
Customer data and segmentation
Tea Break
Personalized interactions
Measuring engagement
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Strategy design workshop
Group discussion
Reflection
Day 9
Service Design & Experience Strategy
MORNING SESSION
TIME
08:00AM – 9:00AM
09:00AM – 10:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Human-centered design
Journey redesign
Tea Break
Service blueprinting
Experience strategy
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Future-state design
Strategy application
Review
Day 10
Voice of Customer, Culture & Inclusion
MORNING SESSION
TIME
09:00AM – 10:00AM
10:00PM – 11:00AM
10:00AM – 10:15AM
10:15AM – 11:15AM
11:15AM – 12:00PM
12:00PM – 01:00PM
TOPIC / ACTIVITY
Voice of Customer systems
Turning insight into action
Tea Break
Customer-centric culture
Inclusive customer experience
Lunch Break
AFTERNOON SESSION
TIME
01:00PM – 02:30PM
02:30PM – 03:30PM
03:30PM – 04:00PM
TOPIC / ACTIVITY
Integration and alignment
Exam readiness review
Program Close
Certification
Participants who complete the full workshop will earn the official title: Certified Customer Experience Specialist (CCES).
- Course Type: Certified Courses
- Location: Ghana
- Cost: $10,750
- Time: 2 Weeks
- Bash 1: Feb 23rd - March 6th
- Bash 2: March 9th - March 23rd