What is the Certified Customer Experience Professional?

The Certified Customer Experience Professional is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Sales & Marketing.

How long does this certification take?

The programme takes 11 Week and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@leadership.co.ke, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Customer Experience Professional (CEXP2) | Online Certification

Executive Summary

Certified Customer Experience Professional

The CEXP2 — Certified Customer Experience Professional — represents the gold standard in professional certification for practitioners operating in customer service excellence, CX strategy, and client satisfaction across Africa and beyond.

Grounded in CCXP, Net Promoter System and ISO 10002 Standards, this 11 Week certification goes beyond theory — every module is designed for practical, immediate application in your professional context.

Upon completion, certified professionals join a global community of GLI alumni operating across 85+ countries, equipped with the credentials, skills and network to accelerate their careers. The CEXP2 is recognised by employers, government agencies, NGOs, and multinational organisations as a mark of professional excellence.

Programme Overview

Certification at a Glance

Certification

Certified Customer Experience Professional

Acronym

CEXP2

Who Should Enrol?

Service Delivery Managers
Sales Support Professionals
NGO Beneficiary Relations Officers
Contact Centre Managers and Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Unlock new career opportunities and accelerate your path to senior leadership

Professional Recognition

Earn an internationally recognised credential that validates your expertise

Operational Excellence

Apply world-class frameworks to improve performance and outcomes

Strategic Thinking

Develop the analytical and strategic skills demanded at the executive level

Compliance Readiness

Navigate regulatory requirements and governance obligations with confidence

Global Employability

Credential recognised by employers across 85+ countries

Competency Framework

Core Competencies You Will Develop

✦CX Strategy and Design

✦Customer Journey Analysis

✦Service Delivery and Quality

✦Complaint Management and Resolution

✦Customer Analytics and Feedback Systems

✦Omnichannel and Digital CX

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Customer Experience Professional

Certified Customer Experience Professional: industry context, trends and professional standards
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology

Sales Strategy and Pipeline Management

Certified Customer Experience Professional: industry context, trends and professional standards
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting

Consultative Selling and Negotiation Mastery

Certified Customer Experience Professional: industry context, trends and professional standards
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks

Digital Marketing and Social Media Strategy

Certified Customer Experience Professional: industry context, trends and professional standards
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation

Brand Management and Customer Experience

Certified Customer Experience Professional: industry context, trends and professional standards
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations

Content Marketing and Copywriting

Certified Customer Experience Professional: industry context, trends and professional standards
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement

Data-Driven Marketing and Analytics

Certified Customer Experience Professional: industry context, trends and professional standards
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement

Key Account and Customer Relationship Management

Certified Customer Experience Professional: industry context, trends and professional standards
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis

Employee Experience and Internal CX Alignment

Certified Customer Experience Professional: industry context, trends and professional standards
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples

Customer Experience Measurement: CSAT, CES, NPS

Certified Customer Experience Professional: industry context, trends and professional standards
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples

ISO 10002 Complaint Management and Service Standards

Certified Customer Experience Professional: industry context, trends and professional standards
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology
Risk identification, assessment and mitigation
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples

Customer Experience Strategy and CX Framework Design

Certified Customer Experience Professional: industry context, trends and professional standards
Performance measurement and KPI development
Stakeholder communication and reporting
Technology tools and digital applications
Case studies: African and global examples
Regulatory compliance and governance requirements
Practical workshop and applied exercises
Peer learning, group discussions and scenario analysis
Assessment, reflection and continuous improvement
Core principles and theoretical foundations
International standards and best practice frameworks
Strategic planning and implementation methodology

Learning Outcomes

What You Will Achieve

Monitor a comprehensive understanding of Certified Customer Experience Professional principles aligned with CCXP, Net Promoter System and ISO 10002 Standards
Apply evidence-based strategies to improve customer service excellence, CX strategy, and client satisfaction outcomes
Create risk management frameworks and compliance requirements relevant to Certified Customer Experience Professional
Build stakeholder engagement plans and professional communication strategies
Transform data-driven decision-making tools and performance measurement systems for Certified Customer Experience Professional
Optimise internationally recognised best practices from CCXP, Net Promoter System and ISO 10002 Standards into daily professional work
Transform a professional development portfolio demonstrating mastery of Certified Customer Experience Professional competencies
Transform cross-functional teams and organisational systems aligned to Certified Customer Experience Professional principles
Transform emerging trends, technologies and innovations relevant to Certified Customer Experience Professional
Monitor governance, accountability and ethical standards within your area of practice
Demonstrate continuous improvement processes using globally validated quality frameworks
Lead professional networks and collaborate with peers across Africa and internationally

Enrolment Process

How to Get Certified

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Step 1: Select Certification

Choose the Certified Customer Experience Professional from GLI's portfolio of 1,990+ professional certifications.

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Step 2: Choose Your Package

Select Self-Paced, Live Virtual, or Corporate Group training to match your schedule and budget.

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Step 3: Complete Registration

Fill in the online enrolment form with your personal and professional details.

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Step 4: Make Secure Payment

Pay via Paystack, M-Pesa, Bank Transfer, Visa, Mastercard or other accepted methods.

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Step 5: Receive Confirmation

Get your enrolment confirmation, learning portal access credentials, and study materials.

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Step 6: Start Learning

Access your course content, engage with facilitators, and begin your certification journey.

Frequently Asked Questions

Common Questions

What is the CEXP2 certification?

The Certified Customer Experience Professional (CEXP2) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service excellence, CX strategy, and client satisfaction with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CEXP2?

This certification is ideal for Service Delivery Managers, Sales Support Professionals, NGO Beneficiary Relations Officers, and other professionals seeking to formalise their expertise in certified customer experience professional with a globally recognised credential.

How long does the CEXP2 certification take to complete?

The programme is structured over 11 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CEXP2 internationally recognised?

Yes. GLI certifications are recognised across 85+ countries and are aligned with CCXP, Net Promoter System and ISO 10002 Standards. Graduates receive a digital certificate, physical certificate, and digital badge, all valid for professional use internationally.

What is the cost of the CEXP2 certification?

The Certified Customer Experience Professional is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CEXP2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CEXP2?

The Certified Customer Experience Professional is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CEXP2?

The Certified Customer Experience Professional carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including SHRM, CIPD, CIPS, PMI, IIA and other recognised professional associations.

Can I study the CEXP2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CEXP2?

CEXP2 certified professionals report significant career advancement, including promotions, salary increases, and expanded responsibilities. The credential positions you as a qualified expert in customer service excellence, CX strategy, and client satisfaction, opening doors to senior roles in the private sector, public service, NGOs, and international organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Senior Manager

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Programme Director

NGO Sector

“

I earned my CEXP2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Department Head

Government

Secure Payment

Payment Options

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Amount

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Business Name

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After payment, send your M-Pesa confirmation message to info@leadership.co.ke or via WhatsApp to get instant enrolment.

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Bank Transfer

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Account NameGlobal Leadership Institute Ltd BankFamily Bank of Kenya Account No.038000014083 BranchKTDA Corporate Branch SWIFT CodeFABLKENA ReferenceCEXP2 + Your Name

After transfer, email your payment confirmation slip to info@leadership.co.ke with subject: "Certified Customer Experience Professional Enrolment"

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✅ What Happens After Payment?

You will receive an automated enrolment confirmation email within minutes. Your learning portal access credentials and all study materials will be dispatched within 24 hours of payment verification.

📝 Complete Registration Form 💬 WhatsApp for Help

Certified Customer Experience Professional

Certified Customer Experience Professional

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

Payment Options

Enrol in Certified Customer Experience Professional

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