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 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 Experience Professional (CEXP2)

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 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 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?

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

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

The full programme, module by module.

1

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

2

Mapping the Real Journey

Customer journey mapping and service design · What service quality actually means to a customer · Measuring customer experience honestly · Digital channels and performance marketing economics

3

What Customers Actually Judge

What service quality actually means to a customer · Measuring customer experience honestly · First contact resolution and the cost of repeat contact · Serving vulnerable and diverse customers

4

Recovery and the Moments of Truth

Service recovery after a failure · Customer journey mapping and service design · Handling a difficult conversation at the front line · Complaint handling and service recovery

5

Measuring Experience Honestly

Measuring customer experience honestly · Voice of the customer: from listening to change · Customer retention, loyalty and lifetime value

6

Serving Everyone

Serving vulnerable and diverse customers · Designing service across channels the customer actually uses · Service in public, health and community settings

7

Turning Feedback Into Change

Voice of the customer: from listening to change · Frontline coaching, quality monitoring and team culture · Measuring customer experience honestly

8

Inclusion and Access

Integrated and sustainability reporting · Cost and profitability analysis · Assets, liabilities and equity reporting · Brand strategy, identity and equity

9

Health and Wellbeing Context

Brand safety and responsible marketing · Grading, standards and food safety compliance · Measuring brand health · Safety management systems (ISO 45001)

10

Public and Community Context

Public versus private procurement · Environmental, social and governance (ESG) · Psychoeducation and public communication · Facilitation, training and public presentation skills

11

Strategic Context

Strategic analysis: PESTLE, SWOT and Porter’s Five Forces · Learning strategy and business alignment · Workplace wellbeing strategy · Real options and strategic investment

12

Knowledge and Records

Record-keeping and data protection · Data, records and confidentiality tech · Lessons learned and knowledge management · Professional documentation and presentation

13

Cross-Cultural Practice

Managing virtual and cross-cultural teams · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Language and communication training · Cross-cultural communication

14

Learning and Assessment

Evaluating learning: from reaction to results · Learning needs analysis at organisational level · Intelligence-led risk assessment · Security risk assessment and proportionate response

15

Customer and Service Context

Customer and journey analysis · Designing a service or experience improvement · Queue management and service flow · Self-service and digital support

16

Operations and Quality

The vehicle sales process from enquiry to delivery · In-process quality control and inspection · Healthcare quality, safety and accreditation · Energy efficiency and demand management

17

People and Capability

Training and capability building · Team leadership in customer service · Coaching for performance · Advertising and creative development

18

Leadership and Management

Building project management maturity · Value and benefits management · Project management plan development · Earned value management

19

Communication

Reporting and dashboards · Project data, reporting and analytics · Conflict resolution and negotiation · Commercial negotiation and value capture

20

Data and Measurement

Data protection in surveillance · Investigation practice and evidence handling · Measurement and analytics for media and social campaigns · Retail performance metrics: sales densities, conversion and basket

21

Technology and Channels

CRM and marketing automation platforms · Customer data platforms and segmentation · Evidence-based improvement · Lessons learned and development

22

Governance and Compliance

Regulation of transport: authorities, conventions and licensing · Real estate regulation, licensing and professional conduct · How insurance works: risk pooling and the value chain · Tariffs, regulation and the economics of essential services

23

Rights, Policy and Protection

Visitor and contractor management · Insurance regulation and consumer protection · Policy administration and customer service in insurance · Designing an intervention or programme

24

Cost and Value

NGO financial management and budget-versus-actual discipline · Pricing, promotions and markdowns in retail · Non-revenue water, metering and cost recovery · Vehicle financing, insurance and total cost of ownership conversations

25

Markets and Proposition

Competitive and market intelligence · Segmentation and needs analysis · Field sales and territory management · Leading campaigns and sales projects

26

Change and Improvement

Innovation and continuous delivery · Agile and digital transformation projects · Measuring change and project impact · Continuous improvement and retrospectives

27

Planning and Delivery

Scheduling and planning tools · Automation in project delivery · Emerging project technologies · Programme governance and assurance

28

Stakeholders and Partners

Stakeholder mapping and liaison · Managing boundaries and dual relationships · The project environment and stakeholders · Stakeholder identification and analysis

29

Workforce and Wellbeing

Workforce and shift management in retail · Working with organisations on wellbeing · Wellbeing and resilience coaching · Strengths, flow and engagement

30

Ethics and Conduct

Ethics in communications · Ethics, confidentiality and professional conduct in HR · Data ethics, privacy and responsible analytics · Ethics and duty of care

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

Mapping the Real Journey — applied to your own work
What Customers Actually Judge — applied to your own work
Recovery and the Moments of Truth — applied to your own work
Measuring Experience Honestly — applied to your own work
Serving Everyone — applied to your own work
Turning Feedback Into Change — 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 Experience Professional — 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 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 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 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.

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.

Customer Experience 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.

Service Operations Manager

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.

Contact Centre Lead

Government

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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