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

Designed for today’s high-impact professionals, the Certified Customer Experience Professional (CEXP2) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CEXP2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Customer Experience Professional

Acronym

CEXP2

Who Should Enrol?

Mapping the Real Journey — applied to your own work
Moments That Decide Satisfaction — applied to your own work
Designing Recovery — applied to your own work
Retention, Loyalty and Value — applied to your own work
Proposition and Experience Together — applied to your own work
Measuring Experience Honestly — applied to your own work

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

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

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

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

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
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Mapping the Real Journey

Customer journey mapping and service design
Complaint handling and service recovery
Segmentation, targeting and the useful segment
Analytical techniques and bias
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Brand, reputation and communications

Moments That Decide Satisfaction

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Working with conflict and change
Integrated and sustainability reporting
Reporting quality and governance
Budget vs actual and variance
Cost and profitability analysis
Family intervention planning
Forecasting and planning
Data visualisation for finance
Decision support and insight
Communicating financial results
Psychodynamic and psychoanalytic approaches
Attachment and developmental theory

Designing Recovery

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling
Professional roles, boundaries and settings
Ethical principles and codes of practice
Managing boundaries and dual relationships
Peer support and consultation
Sustaining ethical, effective practice
Structural and strategic approaches
Ethical frameworks and codes of practice
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning

Retention, Loyalty and Value

Customer retention, loyalty and lifetime value
Marketing measurement and attribution
Customer journey mapping and service design
Global sourcing and trade
Duty of care and risk management
Performance and dispute management
Record-keeping and data protection
Legal responsibilities and professional bodies
Performance scorecards and reviews
Client feedback and satisfaction
Evidence-based improvement
Communication and conflict patterns
Managing risk and difficult cases
Lessons learned and development
Driving effective, ethical outcomes

Proposition and Experience Together

Value proposition and differentiation
Brand, reputation and communications
Customer journey mapping and service design
CRM and sales technology
Sales analytics and metrics
Forecasting and pipeline health
Performance management in sales
Building high-performing sales teams
Customer data and CRM
Market research and intelligence
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Designing and facilitating groups
Tenders, proposals and the bid decision

Measuring Experience Honestly

Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Territory and quota planning
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
The sales process and methodology
Psychoeducation and workshops
Working with organisations on wellbeing
Discovery and needs analysis
Consultative and solution selling

Legal and Terms

Contract exit and renewal
Contracting and the three-way agreement
ABC analysis and stock policy
Designing an intervention or programme
Legal duties and compliance
Contractor safety management
The regulatory and legal environment
Policy and public engagement
Regulatory and legal duty
Capstone scoping: a real governance or policy issue
Designing a governance, compliance or policy solution
Contract administration and variation
Contract performance and exit
Contract governance and compliance
Policy administration and customer service in insurance

Campaigns and Projects

Account planning and whitespace
Continuous improvement of programmes
Project management principles and lifecycle
Cost reduction and efficiency programmes
Leading governance projects and change
Compliance frameworks and programmes
Strategic workforce planning and demand forecasting
Supply analysis, gaps and scenario planning
Onboarding and induction programme design
Succession planning and talent pipelines
Safety communication and campaigns
Projects, programmes and portfolios
Project management standards (PMI, PRINCE2)
The project environment and stakeholders
Project roles and the project manager

Operations

Customer-centric operating models
Operational efficiency and productivity
Coaching and quality monitoring
Reconciliation and end-of-day processes
Operating-model and process re-engineering
Service quality and turnaround metrics
Designing a banking solution or process
Principles of credit and the lending process
Automation, RPA and straight-through processing
Process and control documentation
Quality assurance of audit
Integrated risk and quality control
Data quality and governance
Yield, productivity and profitability metrics
Data quality, analysis and reporting

Relationships and Partners

Managing expectations and influence
Building project relationships
Influencer and affiliate marketing
Building strategic customer relationships
Partnering and co-creation with customers
Negotiation with clients and partners
Ethical, risk and feasibility considerations
Partnership building and multi-stakeholder platforms
Relationship management and retention
Stakeholder mapping and collaboration
Influencing and presenting insights
Managing difficult stakeholders
Stakeholder mapping in banking
Negotiation and influencing
Relationship management and cross-selling

Ethics and Conduct

Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence
Ethics in communications
Corporate social responsibility communications
Ethics, supervision and reflective practice
Ethics and professional standards in finance
Professional standards and ethics
Marketing and sales ethics
Brand safety and responsible marketing
Sustainability and responsible marketing

International Markets

Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Professional case study and presentation
Traceability, certification and export requirements
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
Export readiness and standards

Change and Adoption

Risk assessment and safety planning
Digital and market transformation
Behaviour change and adoption of innovations
Customer experience transformation
Digital and self-service transformation
Measuring CX transformation impact
Digital transformation in banking
Foreign exchange and treasury operations
Technology governance and change control
Foreign exchange and hedging
Goal setting and behavioural change in coaching
Large-scale transformation and agile ways of working
Goal setting and contracting
Treatment planning and review
Digital transformation and IT strategy

People and Incentives

Communicating risk to the workforce
Workforce and shift management in retail
Managing complexity and comorbidity
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Collaboration and teamwork
Writing advisory reports that drive decisions
Workplace and organisational contexts

Sustainability

Monitoring sustainability outcomes
Policy, institutions and the enabling environment for agriculture
The business case for productivity, quality and sustainability
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value
Change talk and readiness
Trends: ESG, transparency and stakeholder capitalism
Sustainable procurement principles and standards
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing

Learning and Research

Goal setting and action planning
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Training needs analysis and learning strategy
Knowledge management and capability building
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Habit change and behaviour design

Markets and Customers

Demand analysis and market intelligence
Branding and product differentiation
Customer service and CX strategy
Designing voice-of-customer programmes
Aligning service to brand and business
Sustaining strategic customer focus
Customer and journey analysis
Customer experience strategy
Customer journey mapping
Voice of the customer programmes
Reducing customer effort
Brand strategy, identity and equity
Value proposition and messaging
Brand health and measurement
Customer success and retention

Selling Practice

Pipeline and opportunity management
Managing complex accounts
Negotiation and closing
Property viewings, offers and negotiation to close
Proposal development and donor reporting
The vehicle sales process from enquiry to delivery
Retail performance metrics: sales densities, conversion and basket
Accountability and follow-through
Management accounts and dashboards
Wellbeing and resilience coaching
Complaints, accountability and fitness to practise
Responsibility accounting and cost centres
Accountability and transparency
Talent sourcing channels and pipelines
Measuring coaching outcomes

Customer Experience

Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Strengths, flow and engagement
Complaints, redress and accountability
Prioritising experience investments
Designing a service or experience improvement
Customer service technology stack
Customer loyalty and advocacy
Loyalty programmes and rewards
Customer journey and experience design
Retention, loyalty and lifetime value
Interaction and experience design
Buyer behaviour and the customer journey

Digital Channels

Digital procurement and the future of the profession
Digital tax administration
Bancassurance and digital insurance models
Social media management: platforms, communities and algorithms
Telehealth and digital care delivery
Meaning, purpose and values
Ethics of technology in practice
Automation in project delivery
Emerging project technologies
Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms
E-commerce and marketplace selling

Evidence and Analytics

Evidence-based practice
Evidence-based practice and research literacy
Psychometric and screening tools
Project KPIs and performance metrics
Quality and delivery metrics
Agile metrics and velocity
Project data, reporting and analytics
AI and predictive project analytics
Customer personas and insight
Funnel, pipeline and conversion metrics
Customer and brand health metrics
Data quality and stewardship
Consent, rights and data subject requests
Data breach and incident governance
Building trust through data governance

Commercial Finance

Legal, cost and feasibility analysis
Make-versus-buy and total cost of ownership
Cost and price analysis
Transfer pricing basics
Transfer pricing documentation
NGO financial management and budget-versus-actual discipline
Insurance pricing, premiums and loadings
Pricing tours, events and sponsorships
Vehicle financing, insurance and total cost of ownership conversations
Costing production: standard costs, variances and the true cost of scrap
Non-revenue water, metering and cost recovery
Agricultural finance and credit for farmers
Negotiation with buyers, suppliers and financiers
Access to finance, grants and investment
Financial and technical feasibility analysis

Distribution and Supply

Public versus private procurement
Supply markets and the enabling environment
Supply market analysis and Porter’s forces
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
The retail landscape: formats, channels and the informal market
Outcome and process measures
Procurement and stock management for health commodities
Conflicts of interest and procurement ethics
Logistics KPIs and cost control
Supply-network design
Procurement and supply chain: scope and value
The procurement cycle and operating models

Communication

Presenting and demonstrating
Reporting to boards and executives
Monitoring, control and reporting
Professional documentation and presentation
Communication planning and management
Reporting and dashboards
Integrated marketing communications
Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership
Media and public communication
Professional writing and reports
Psychoeducation and public communication
Data, records and confidentiality tech
Facilitation, training and public presentation skills

Leadership and Teams

Coaching and developing team members
Managing virtual and cross-cultural teams
Building high-performing project teams
Revenue management and yield
Key account management strategy
Renewals and churn management
Field sales and territory management
Tender and bid management
Team leadership in sales and marketing
Capacity and performance management
Storage, drying and stock management
Land-use planning, capability and degradation management
Team leadership in field and project settings
Practice management systems
Implementation planning and risk management

Performance and Targets

Emerging tools and innovation
Policy, planning and objectives
Strategy execution and the balanced scorecard
Managing team performance and dynamics
High-performance team rituals and cadence
Managing schedule and budget performance
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Setting objectives, indicators and targets
Service KPIs: CSAT, NPS, CES, SLAs
Coaching for performance
Planning performance and service
Performance monitoring and KPIs
Performance management systems and cycles
Performance measurement and KPI dashboards

Capability Development

Coaching and skill development
Training needs analysis
Continuing professional development
Measuring development impact
Feedback and developmental conversations
Career and talent development
Building a coaching culture
Measuring coaching and mentoring impact
Capability and skills frameworks
Leadership and management development
Coaching models and frameworks (GROW)
Delegating for development
Managing resistance and capability building
Category management and strategy development
Supplier development and improvement

Strategic Context

Aligning HR strategy with organisational strategy
Reward strategy and total reward frameworks
Wellbeing and holistic health strategy
Vision, mission and strategic intent
Competitive strategy and positioning
Business model design and innovation
Setting strategic priorities and choices
Aligning teams around strategy
Strategic decision-making under uncertainty
Measuring strategic progress
Turning strategy into results
Sustainability strategy and materiality
Sourcing strategies and portfolio (Kraljic)
Strategic customer relationships
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow

Risk and Compliance

Likelihood, impact and risk rating
Risk treatment and countermeasures
Intelligence-led risk assessment
Risk registers and reporting
Continuous risk monitoring
Programme governance
Tax administration and compliance
Tax compliance and returns
Tax risk management
Real estate regulation, licensing and professional conduct
Grant compliance and restricted funding management
Professional standards and self-regulation
Data governance frameworks and roles
Data privacy law and compliance (GDPR)
Cybersecurity governance

Learning Outcomes

What You Will Achieve

Mapping the Real Journey — applied to your own work
Moments That Decide Satisfaction — applied to your own work
Designing Recovery — applied to your own work
Retention, Loyalty and Value — applied to your own work
Proposition and Experience Together — applied to your own work
Measuring Experience Honestly — applied to your own work

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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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, contact-centre operations and customer experience 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 Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience 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 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

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 recognised international 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?

Graduates progress towards senior customer-experience and service-operations roles. The CEXP2 strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

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

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