How long does this certification take?

The programme takes 11 Weeks 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@certifications.ac, 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 and Network Experience Strategist (CCNX)

Executive Summary

Certified Customer and Network Experience Strategist

Designed for today’s high-impact professionals, the Certified Customer and Network Experience Strategist (CCNX) 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 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CCNX 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 and Network Experience Strategist

Acronym

CCNX

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support 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

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

Professional Recognition

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

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

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

Global Employability

Qualify for customer service roles across technology firms, corporates, startups and public institutions worldwide

Competency Framework

Core Competencies You Will Develop

✦Systems, Architecture and Infrastructure

✦Software Development and Application Delivery

✦Data, Analytics and Emerging Technologies

✦Networks, Cloud and Platform Engineering

✦IT Service Management and Governance

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

The full programme, module by module.

1

Foundations and Strategic Context of Certified Customer and Network Experience Strategist

Certified Customer and Network Experience Strategist: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction

2

Digital Product Management and Design

Correlation, causation and experiment design · Human-centred design, usability and accessibility · Requirements engineering and systems analysis · Requirements and the specification gap

3

Agile principles and Scrum

Automation and where it genuinely pays · DevOps culture and practices · Assets, liabilities and equity reporting · Technical debt and system lifecycle

4

Quality assurance and code review

Quality assurance and code review · Performance and load testing · Forecasting and planning · KPIs and performance reporting

5

Continuous improvement in delivery

Continuous improvement in delivery · Requirements engineering and user stories · Version control and collaborative development · Clean code and design patterns

6

DevOps, CI/CD and release management

DevOps, CI/CD and release management · Agile, Scrum and Kanban delivery · Web and mobile application development · Streaming and real-time data

7

Maintenance, refactoring and technical debt

Maintenance, refactoring and technical debt · Descriptive statistics and reading a distribution · Dashboards, reporting and the metric that misleads · Lessons learned and development

8

People and Capability

Artificial intelligence: capability, limits and responsible use · Agile delivery and iterative development · Building digital capability in an organisation · Training and change management

9

Strategy and Direction

IT governance, decision rights and the technology portfolio · Portfolio and resource management systems · Building your professional portfolio and evidence of practice · Competitive analysis and differentiation

10

Operations and Delivery

ERP concepts and business processes · Data quality and the fitness-for-purpose test · Testing, quality assurance and defect economics · Software design patterns and quality

11

Communication and Influence

Data storytelling and communicating findings · Stakeholder mapping and influencing · Communication strategy in change programmes · Continuous feedback and performance conversations

12

Change and Innovation

Delivering technology change that people adopt · Patching and change management · Continual improvement · Digital and self-service transformation

13

Data and Measurement

Cloud and data security · Goal setting and contracting · Master data and configuration · Cyber incident response and digital evidence

14

Financial Acumen

Finance, procurement and supply modules · Cost, performance and capacity management · Capital budgeting: NPV, IRR and payback · Cost of capital and WACC

15

Risk and Governance

Project governance and risk · Cyber risk management · Ground control and strata management · Managing complexity and comorbidity

16

Stakeholders and Partners

Vendor and partner management · Building strategic customer relationships · Partnering and co-creation with customers · Dashboards and performance reporting

17

Digital and Technology

Digital user experience and accessibility · Managing technology teams and technical work · Digital ethics and algorithmic accountability · Vendor selection and managing technology suppliers

18

Ethics and Integrity

Ethics and independence · Ethics in communications · Ethics and professional standards in finance · Responsible and sustainable governance

19

Self-Leadership

Wellbeing and holistic health strategy · Resilience, wellbeing and stress management · Working with organisations on wellbeing · Wellbeing and resilience coaching

20

People Administration

Performance management in service · Performance management systems and cycles · NGO financial management and budget-versus-actual discipline · Capacity and performance management

21

Customers and Markets

IT service management and support operations · Social media customer care · Unified customer view · Emerging service technologies

22

Projects and Delivery

Banking products, services and delivery channels · Leading banking projects and change · Continuous improvement of delivery · Voice, communication and delivery

23

Inclusion and Culture

Awareness and security culture · Inclusion and the fairness of people decisions · Safety culture and leadership · Team diversity and inclusion

24

Legal and Policy

Regulatory and privacy requirements · Meaning, purpose and values · Procurement and contract value · Procurement and contract management

25

Cross-Cultural Leadership

Global mobility and international employment · Managing virtual and cross-cultural teams · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Turning analysis into a decision

26

Suppliers and Partners

ERP platforms and vendors · Third-party and supply-chain risk · Supply market analysis · Payables, procurement controls and supplier fraud

27

Sustainability

Social performance and outreach · Sustainable and green banking · Control environment and risk assessment · Emerging assurance areas (ESG)

28

Public and Community Context

Public, private and non-profit governance · Public speaking and thought leadership · Corporate responsibility and community · Public health programmes: prevention and outreach

29

Knowledge and Learning

The machine learning lifecycle and MLOps · Lessons learned and knowledge management · Professional documentation and presentation · Working with referrers and multidisciplinary teams

30

Leadership and Management

Cryptography, PKI and key management · Incident and problem management · Vulnerability management · Team leadership and motivation

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Digital Product Management and Design — applied to your own work
Agile principles and Scrum — applied to your own work
Quality assurance and code review — applied to your own work
Continuous improvement in delivery — applied to your own work
DevOps, CI/CD and release management — applied to your own work
Maintenance, refactoring and technical debt — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Customer and Network Experience Strategist — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

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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Step 4: Pass, Get Certified & Verified

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

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CCNX certification?

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.

Who should enrol in the CCNX?

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 CCNX certification take to complete?

The programme is structured over 11 Weeks 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 CCNX 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 CCNX certification?

The Certified Customer and Network Experience Strategist 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 CCNX 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 CCNX?

The Certified Customer and Network Experience Strategist 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 CCNX?

The Certified Customer and Network Experience Strategist carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CCNX 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 CCNX?

Graduates progress towards senior customer-experience and service-operations roles. The CCNX strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across technology firms, corporates, startups and public institutions.

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.

IT Director

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.

Solutions Architect

NGO Sector

“

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

Data Lead

Government

Certified Customer and Network Experience Strategist

Certified Customer and Network Experience Strategist

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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