Certifying a customer centricity related tool, method, or training recognize excellence in a very visible way. Organizations from the private and public sector as well as consultants from the CX and EX space have already benefited from these certifications in the past. Below you can find selected examples of past certifications.

Methods

Customer Experience Consultancy


Customer Experience Maturity Assessment
Method

A comprehensive and neutral assessment of an organization’s customer centricity capabilities and maturity.

experience5


Customer Support Assessment
Method

A comprehensive and neutral assessment of an organization’s support capabilities and maturity.
The assessment consists of on-site audits, stakeholder interviews, together with the assessment ten key categories like efficiency, quality assurance, technology, volume reduction, measurement, customer effort, 360° customer view, and more.
As part of the results, the client learns about shared pain points across the support organization, hidden best practices not yet shared across the organization, as well as industry best practices not yet applied anywhere in the organization. A prioritized action plan can then lead to fast improvements resulting in significant savings and improved customer and employee experiences.

experience5


Customer Experience Maturity Assessment
Method

A comprehensive and neutral assessment of an organization’s customer centricity capabilities and maturity.
The assessment consists of on-site audits, stakeholder interviews, together with the assessment ten key categories of customer centricity.
As part of the results, the client learns about the current maturity of their CX initiative and about how to further improve it. A prioritized action plan can then lead to fast improvements resulting in significant savings and improved customer and employee experiences.

Entrespace


Innovation Analytics
Method

An innovative approach to help organizations design and deliver memorable products and services.

Storyminers


Experience Design
Method

Experience Design is a comprehensive approach to developing signature experiences for customer- and employee-facing situations, especially high-value encounters and moments for which the company wants to be remembered and referred.

Experience Design uses a 6-part approach to ensure alignment from strategy, through organization design, to branding, and story. It consists of a robust, commercial-grade, and market-proven methodology that can be used by experienced consultants.

Experience Design has been used in retail, healthcare, financial services, professional services, technology, education, and other industries. Based on the principles of Design Thinking, Adaptive Enterprise, Agile, and Story, Experience Design is capable of defining a desired future state in enough detail for leaders and departments to build their parts somewhat independently, yet end up with a solution that connects with customers, employees, and shareholders.

Tools

Critizr


ROCX Modeler
Tool

A statistical tool to predict the return-on-investment for customer experience programs based on an organizations maturity.
The Critizr ROCX Modeler uses an organization’s current size, revenue, CX and support spend, as well as the current maturity of the CX initiative identified by a set of standard activities performed or not performed and forecasts the bandwidth of achievable ROI with a detailed view at the impact on revenue, NPS, frequency, churn, re-acquisition cost and service cost. The tool is unique in its profound foundation and the combination of secondary and primary research results having been included in the underlying model.

Trainings

experience5


Customer Experience Masterclass
Training

A management education seminar on the principles of Customer and Employee Experience.
The event is designed for executives needing to understand the elements of a CX strategy, heads of Marketing or Customer Service who need to initiate or improve the CX program driven by their function, as well as for Customer Experience practitioners who need to learn or expand the skills required for their jobs.
The CX Masterclass has been certified for the comprehensiveness of the agenda as well as the contemporary best practices taught.