How to become a customer experience manager

Is becoming a customer experience manager right for me?

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Overview
What do customer experience managers do?

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How to become a Customer Experience Manager

Becoming a customer experience manager (CXM) involves a combination of education, relevant experience, and specific skills. Here are the steps you can take to pursue a career as a CX manager:

  • Education: While there isn't a specific degree required to become a CX manager, a bachelor's degree in fields such as marketing, business administration, communications, or psychology can provide a strong foundation. Some employers may prefer candidates with a master's degree or specialized certifications in areas such as customer experience management or marketing.
  • Gain Relevant Experience: Many CX manager positions require several years of experience in roles related to customer service, marketing, sales, or business operations. Look for entry-level positions in customer service, sales, or marketing departments to gain valuable experience and develop a deep understanding of customer needs and preferences.
  • Develop Key Skills: CX managers need a diverse skill set to succeed in their role. Key skills include excellent communication and interpersonal skills, strong analytical and problem-solving abilities, project management skills, and a customer-centric mindset. Familiarity with customer experience management tools and technologies is also beneficial.
  • Build a Professional Network: Networking can be invaluable for advancing your career in customer experience management. Attend industry events, join professional organizations such as the Customer Experience Professionals Association (CXPA), and connect with professionals in the field through LinkedIn and other networking platforms.
  • Continuing Education and Professional Development: Stay current with industry trends and best practices by pursuing continuing education opportunities and participating in professional development programs. Consider obtaining relevant certifications such as Certified Customer Experience Professional (CCXP) to demonstrate your expertise and commitment to the field (see below).
  • Seek Opportunities for Advancement: Once you have gained experience in customer experience management, look for opportunities to advance your career within your organization or explore new opportunities with other companies. Consider taking on leadership roles, pursuing additional training, or seeking out new challenges to continue growing and developing as a CX manager.

Certifications
Several certifications can enhance your credentials and demonstrate your expertise as a customer experience manager (CXM) in the US. Here are some widely recognized certifications in the field:

  • Certified Customer Experience Professional (CCXP): Offered by the Customer Experience Professionals Association (CXPA), the CCXP certification is one of the most prestigious certifications for CX professionals. It validates your knowledge and expertise across six core competencies: customer-centric culture, voice of the customer, organizational adoption and accountability, customer experience strategy, experience design improvement, and metrics, measurement, and ROI.
  • Certified Customer Experience Specialist (CCXS): The CCXS certification, offered by the CX Institute, is designed for professionals seeking to enhance their skills in customer experience management. The certification covers topics such as customer journey mapping, customer feedback management, and customer-centric culture.
  • Certified Customer Success Manager (CCSM): Offered by the Customer Success Association, the CCSM certification is ideal for professionals working in customer success roles. While not specifically focused on customer experience management, the CCSM certification demonstrates your expertise in driving customer success and maximizing customer value.
  • Certified Net Promoter Associate (CNPA): The Net Promoter Associate certification, offered by Satmetrix, focuses on the Net Promoter Score (NPS) methodology and its application in measuring and improving customer loyalty and satisfaction. While not as comprehensive as other certifications, the CNPA can be valuable for professionals seeking to specialize in NPS.
  • Certified Customer Experience Management Professional (CCEMP): Offered by the American Institute of Business and Management (AIBM), the CCEMP certification is designed for professionals seeking to validate their knowledge and skills in customer experience management. The certification covers topics such as customer journey mapping, customer feedback analysis, and customer-centric strategy development.