Certified Customer Experience Specialist (CCES)
Certified Customer Experience Specialist (CCES)
The Certified Customer Experience Specialist (CCES) credential is a prestigious certification that validates an individual's ability to design, enhance, and optimize customer experiences. It demonstrates expertise in experience design, personalization, service quality improvement, and customer retention strategies, equipping professionals with the skills to drive customer loyalty and satisfaction.
CCES certification affirms a professional’s capability in understanding customer-centric business value, measuring service performance, managing service recovery, and implementing Voice of the Customer (VoC) programs. It is designed for those looking to elevate customer interactions, enhance service touchpoints, and foster long-term customer relationships.
Earning the CCES certification distinguishes professionals as CX specialists proficient in journey mapping, experience innovation, and data-driven engagement strategies. It also provides access to ICSRM’s industry resources, networking opportunities, and professional development tools, ensuring continuous growth in customer experience leadership.
Certification Fee
£300 + Annual Membership (£100)
Experience
2-4 years of experience
Exam format
100 multiple-choice questions + 4 scenario-based case studies
Exam duration
3 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 CCES courses: You may optionally enroll in a preparatory course offered by an ICSRM Authorized Preparation Provider in your vicinity.
Benefits of Earning the CCES Certification
Earning your Certified Customer Experience Specialist (CCES) certification enhances your career prospects, strengthens your credibility, and positions you as a key player in customer experience management. It equips you with the expertise to improve service quality, optimize customer journeys, and drive customer loyalty. Additionally, CCES serves as a stepping stone toward advanced certifications in customer service, CRM, and customer experience leadership.
The CCES certification can help you qualify for various customer experience and service quality roles. Here are some common career paths for CCES-certified professionals:
Customer Experience Specialist
Customer Engagement Manager
CX Analyst
Service Quality Manager
Customer Journey Strategist
Voice of the Customer (VoC) Program Manager
Retention and Loyalty Specialist
Path to a CCES certification
To be eligible, individuals must meet all of the following requirements:
- Education/Experience Requirement (at least one of the following):
A minimum of two years of experience in customer service or related field with a Bachelor's degree or higher
A minimum of three years of experience in customer service or a related field with a Post-secondary diploma.
A minimum of four years of experience in customer service or a related field with a high school or secondary school diploma.
Current CCSP certification plus one year of experience in customer service or a related field.
- 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 CCES online CBT exam, which lasts 3 hours and can be taken from anywhere in the world. The exam consists of:
100 multiple-choice questions.
4 scenario-based case studies, each with five multiple-choice questions.
Question Complexity: Application and analysis level questions.
A minimum passing score of 70% is required.
CCES Exam Content Outline
The CCES certification exam is based on carefully selected chapters from the ICSRM Body of Knowledge, ensuring a focused assessment of customer experience competencies. The exam evaluates knowledge, skills and application across the following mapped chapters:
- Service Quality Frameworks
- Performance Measurement Systems
- Voice of Customer Metrics
- Quality Standards Implementation
- Quality Monitoring and Evaluation
- Service Level Agreements
- Process Improvement Methodologies
- Measuring Quality Initiatives
- Retention Economics and Modeling
- Loyalty Drivers Beyond Satisfaction
- Customer Portfolio Management
- Loyalty Program Design and Implementation
- Proactive Retention Strategies
- Value Creation Through Customer Relationships
- Measuring Loyalty and Retention Effectiveness
- Service Failure Analysis
- Service Recovery Framework
- Systematic Complaints Management
- Escalation Management
- Managing High-Impact Customer Issues
- Crisis Management Structure
- Strategic Communication During Crisis
- Recovery and Reputation Management
- Learning and Prevention
- Introduction to Personalization and Customer Engagement
- CRM-Driven Personalization Fundamentals
- Customer Segmentation Fundamentals
- Engagement Tracking in CRM
- Customer Lifecycle Management
- Personalization Strategy Development
- Engagement Tracking in CRM
- Data-Driven Personalization
- Personalization Technologies
- Measuring Personalization Effectiveness
- Service Design Thinking Methodology
- Journey Mapping for Design
- Service Blueprinting
- Co-Creation Methodologies
- Service Prototyping Methods
- Implementation and Scaling
- Embedding Design in Operations
- Experience-Based Value Creation
- CX Strategy Development
- Customer Journey Mapping Methodology
- Advanced Journey Analysis
- Experience Design Process
- Experience Implementation Planning
- Measuring Experience Performance
- Comprehensive VoC Program Design
- Customer Feedback Collection Systems
- Insight Generation and Analysis
- Insight-to-Action Systems
- Cultural Assessment and Development
- Building Customer-Centric Behaviors
- Measuring Cultural Transformation
- Inclusive Design Fundamentals
- Regulatory and Compliance Framework
- Implementing Inclusive Experience Design
- Business Value of Inclusion
Maintaining your certifcation status
Earning your CCES 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 CCES certification, holders must earn 36 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
£300
+ 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)
£125
Certification Renewal fee (Non-Member)
£175