Certified Customer Experience Manager (CCEM)
Certified Customer Experience Manager (CCEM)
The Certified Customer Experience Manager (CCEM) credential is a prestigious certification that validates an individual's ability to lead and drive customer experience transformation at a strategic level. It demonstrates expertise in CX strategy, service leadership, organizational culture, and customer-centric innovation, equipping professionals with the skills to enhance brand loyalty and long-term business success.
The CCEM certification affirms a professional’s capability in strategic planning, service team leadership, quality assurance, and human-centered experience design. It is designed for customer experience leaders who seek to align business objectives with customer expectations, create inclusive service environments, and embed CX excellence within their organizations.
Earning the CCEM certification distinguishes professionals as CX leaders capable of driving business growth through data-driven insights, customer-centric strategies, and organizational transformation. Certification holders gain access to ICSRM’s exclusive industry resources, networking opportunities, and professional development tools, ensuring continuous career advancement in customer experience leadership.
Certification Fee
£450 + Annual Membership (£100)
Experience
2-5 years of leadership experience
Exam format
80 multiple-choice questions + 6 scenario-based case studies + 1 essay
Exam duration
4 hours
Exam preparation route
Self-Study: Upon enrollment, you gain exclusive access to the ICSRM Body of Knowledge and online video lessons through the MyICSRM portal.
Instructor-Led CCEM courses: You may optionally enroll in a preparatory course offered by an ICSRM Authorized Preparation Provider in your vicinity.
Benefits of Earning the CCEM Certification
Earning your Certified Customer Experience Manager (CCEM) certification enhances your career prospects, establishes your credibility as a CX leader, and positions you to drive strategic customer experience transformation. It equips you with the expertise to develop customer-centric strategies, implement CX innovation, and lead high-performing service teams. Additionally, CCEM serves as a gateway to executive-level roles in customer experience, service excellence, and organizational leadership.
The CCEM certification can help you qualify for various CX leadership and strategic management roles. Here are some common career paths for CCEM-certified professionals:
Customer Experience Manager
Head of Customer Service & Experience
Service Excellence Director
Customer Success Strategist
CX Transformation Consultant
Customer Insights & Analytics Manager
Vice President of Customer Experience
Path to a CCEM certification
To be eligible, individuals must meet all of the following requirements:
- Education/Experience Requirement (at least one of the following):
A minimum of three years of experience in a customer service leadership role with a Bachelor's degree or higher
A minimum of five years of experience in a customer service leadership role with less than a Bachelor's degree.
Current CCES certification plus two years of experience in a customer service leadership role.
- Study Material Requirement:
- Access to the ICSRM Body of Knowledge (included with membership)
Follow the steps below for a smooth application process:
Create your MyICSRM account.
Complete your profile by providing required details such as personal information, education, and work experience.
Select your preferred certification exam.
Pay and schedule the exam.
At ICSRM, we offer two flexible learning options to suit your needs:
Self-Study: Upon enrollment, you gain exclusive access to the ICSRM Body of Knowledge and online video lessons, allowing you to study at your own pace.
Instructor-Led Learning: Optionally, you may enroll in a preparatory course offered by an ICSRM Authorized Preparation Provider in your vicinity.
Once you have completed your exam preparation, you must take the CCEM online CBT exam, which lasts 4 hours and can be taken from anywhere in the world. The exam consists of:
80 multiple-choice questions.
6 scenario-based case studies, each with five multiple-choice questions.
1 essay.
Question Complexity: Analysis, evaluation, and synthesis level questions.
A minimum passing score of 70% is required.
CCEM Exam Content Outline
The CCEM certification exam is based on carefully selected chapters from the ICSRM Body of Knowledge, ensuring a comprehensive assessment of customer experience leadership competencies. The exam evaluates strategic knowledge, managerial skills, and the application of CX best practices across the following mapped chapters:
- Customer-Centric Business Models
- Customer-Centricity Metrics
- Case Studies in Customer-Centricity
- Change Management for Customer Focus
- Strategic vs. Operational Leadership
- Talent Strategy and Acquisition
- Team Development and Capability Building
- Performance Coaching and Management
- Building High-Performance Service Teams
- Service Strategy Development
- Strategic Alignment Techniques
- Service Portfolio Management
- Resource Planning and Optimization
- Competitive Analysis for Service Strategy
- Service Strategy Implementation
- Service Strategy Communication
- Agile Methodologies in Service
- Continuous Improvement Programs
- Change Management for Service Evolution
- Problem-Solving Methodologies
- Communication Planning for Change
- Measuring Improvement Initiatives
- Sustaining Change Initiatives
- Customer Advocacy Development
- Strategic Reputation Management
- Digital Reputation Ecosystems
- Strategic Communication in Reputation Management
- Crisis Reputation Management
- Rebuilding Trust and Reputation
- Executive Customer Leadership Roles
- Customer Strategy Development
- Building the Business Case for Customer Investment
- Customer-Driven Business Transformation
- Cross-Functional Leadership
- Culture Transformation Leadership
- Customer-Centric Transformation Metrics
- International Market Strategy Development
- Multi-Region Service Models
- Cross-Border Data Management
- Cultural Adaptation in Customer Relationships
- Ethical Global Customer Leadership
- Global Talent Strategy
Maintaining your certifcation status
Earning your CCEM certification is a significant achievement—maintaining it should be seamless. Continuous skill development beyond certification is essential for advancing your career and maximizing your impact.
To maintain your CCEM certification, holders must earn 45 Continuing Professional Development (CPD) credits within each three-year cycle.
Each CPD credit represents one hour of professional engagement, and there are multiple ways to earn CPD credits, including:
Attending webinars
Reading industry-related materials
Completing ICSRM short courses
Enrolling in accredited external courses offered by our partners
Mentoring or teaching others
Creating educational content
Fees
£450
+ Membership (£100)
Corporate group enrollment
If your company wants to enroll a group of employees in our certification programs, we offer a streamlined corporate registration process. Simply complete the form below and select the group enrollment option.
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Exam Retake Fee
Second Attempt: 50% of the enrollment fee
Subsequent Attempts: Full enrollment fee
Certification Renewal fee (Member)
£200
Certification Renewal fee (Non-Member)
£250