CX Certification

Over the past twenty years, Forrester has proven the connection between high-quality CX and revenue growth. Executing a CX program that will truly impact revenue requires a team of people who are dedicated to the mission and proficient in the core skills necessary to create better experiences for customers. These skills are hard to find in outside talent and difficult to master internally.

CX Certification builds the CX proficiency to drive business growth and gives teams the confidence to execute their CX vision, with professional recognition for their unique expertise.

Start Your Certification Today

Learn and certify core skills and build upon that knowledge with advanced certification opportunities.

Start with CX Foundations. The next course begins on November 9. Register by November 6.

Register Now ($2049) or see additional upcoming course dates.

The CX Certification Journey

Each course in the CX Certification program includes five to seven competency-based modules. There are two levels of coursework to help you align your team and advance their learning:

The Core course is an eight-week cohort-based session that is facilitated. Core course completion is a prerequisite for any advanced CX course.

Advanced courses provide 90 days to complete a series of self-paced modules that go deeper into specific topic areas. Advanced courses can be taken in any order to provide flexibility and prioritize critical business needs.

Complete all four courses to gain masterful expertise and get the most value from your CX Certification journey:

Two tracks in the core course support different roles, although both tracks cover the same course content.

  • Professionals represent your core CX team and provide recognition for experience and expertise. The Professional certification requires two years of prior CX work experience and the completion of additional course content.
  • Champions support CX execution through cross-functional alignment and shared understanding of concepts. Staff new to the CX role, CX supervisors, and stakeholder roles from across the organization — marketing, product, IT, and more — benefit from Champion certification.

The CX Management course was very in-depth. I was able to put the knowledge into practice immediately and share with other teams.

—Holly Lancaster, FCXC
Consultant, Agency & Consumer Experience, EMC Insurance Companies

CX Certification For Individuals

Cohort courses

Join learners from across industries and geographies in a dynamic, peer learning environment.

Specific start dates

Begin the 8-week Core course at designated start dates to gain insights and increase your impact. Continue your certification with Advanced courses, which provide 90 days for completion.

Self-paced, online

Fit certification into busy schedules with mobile-friendly lessons to do anytime, anywhere.

CX Certification For teams

For CX transformations to be effective, all CX team members must align around common vocabulary, mindset, and approach. Teams of 20 or more are invited to explore customization options:

  • Enroll in a private course with a start date of your choosing
  • Tailor course discussions to your unique organizational situation
  • Add optional 1:1 feedback sessions with expert analysts

The CX courses aligned our teams around common language and concepts that are backed by research and rooted in industry best practices.

—Lee Bailey
Assistant Vice President, Agency & Consumer Experience, EMC Insurance Companies

Core: CX Foundations

Create a common foundation and develop the fundamental skills needed to initiate and orchestrate end-to-end CX projects. Demonstrate your competency through hands-on activities you can apply immediately.

The next course begins on November 9. Register by November 6.

Topics Covered In CX Foundations

Crafting A CX Vision
Create a brand-rooted CX vision that is authentic, inspiring, and mobilizing.

Building A Customer-Centric Culture
Accelerate culture change with bright spots analysis.

Conducting CX Research
Craft your plan to achieve true customer understanding.

Maximizing Journey Mapping
Increase Journey Mapping ROI with the Journey Mapping Canvas.

Measuring CX
Use journey mapping to drive outside-in CX metrics.

Telling the ROI Story
Inspire action with a sound ROI model wrapped in a compelling story.

Enroll In An Upcoming Course

Nov 9
Register by Nov 6

Dec 7
Register by Dec 4

Jan 11
Register by Jan 8

Feb 8
Register by Feb 5

Mar 8
Register by Mar 5

Apr 12
Register by Apr 9

May 10
Register by May 7

Jun 7
Register by Jun 4

Jul 12
Register by Jul 9

Aug 9
Register by Aug 6

Sep 13
Register by Sep 10

Meet Your Guides

Learn from expert analysts with more than 20 years’ of experience putting customers at the center of your practice.

Advanced: Customer Journey Mapping

Master customer journey mapping to enable scale in your organization. Unlock the power of journey maps as a transformational tool.

The next course begins on November 9. Register by November 6.
Enrollment prerequisite: CX Foundations

Topics Covered In Customer Journey Mapping

Why Journey Mapping
Understand the distinct benefits journey maps provide and the value of becoming a journey-led organization.

How To Do Research For Customer Journey Mapping
Learn how research helps you prepare for journey mapping, validate the outputs, and sustain a journey focus.

How To Lead A Journey Mapping Workshop
Learn how to craft an agenda, lead the process, and facilitate a high-impact journey mapping session.

How To Assess The Quality Of Your Customer Journey Maps
Learn how to assess your journey maps to ensure they bring the impact you need to get results.

How To Drive Action From Customer Journey Maps
Learn tactics for embedding journey maps and a journey mindset throughout your organization.

How To Build A Journey Mapping Toolkit
Learn how to craft a journey mapping toolkit to support and scale journey mapping efforts.

Enroll In An Upcoming Course

Nov 9
Register by Nov 6

Dec 7
Register by Dec 4

Jan 11
Register by Jan 8

Feb 8
Register by Feb 5

Apr 12
Register by Apr 9

Jun 7
Register by Jun 4

Jul 12
Register by Jul 9

Sep 13
Register by Sep 10

Meet Your Guides

Learn from expert analysts with more than 20 years of experience putting customers at the center of your practice.

Advanced: CX Management

Build your capacity to manage CX as a distinct and maturing business discipline to ensure consistently great customer experiences.

The next course begins on November 9. Register by November 6.
Enrollment prerequisite: CX Foundations

Topics Covered In CX Management

Enable CX Delivery
Create processes that compel collaboration across the experience delivery ecosystem.

Research For Seamless CX
Build a research practice that supports seamless customer experiences.

Prioritize Your CX Efforts
Prioritize CX improvements around customer impact, business impact, and feasibility.

Culture And Transformation
Ingrain customer-centric behaviors and remove barriers to transforming your culture.

Elevate CX Measurement
Establish discipline and prepare your program for effective scaling.

Design For Differentiation
Use people, priorities, and process to establish and advance design as a strategic differentiator.

Maturing CX Management
Assess your organization’s CX management maturity and plan for the future.

Enroll In An Upcoming Course

Nov 9
Register by Nov 6

Dec 7
Register by Dec 4

Jan 11
Register by Jan 8

Feb 8
Register by Feb 5

Apr 12
Register by Apr 9

Jun 7
Register by Jun 4

Jul 12
Register by Jul 9

Sep 13
Register by Sep 10

Meet Your Guides

Learn from expert analysts who’ve helped hundreds of organizations improve their CX competencies for lasting change.

Advanced: Innovating CX

Learn how to adopt cutting-edge CX practices from the few companies that do it best. Plan for your organization’s evolution with a view into the future of CX.

The next course begins on November 9. Register by November 6.
Enrollment prerequisites: CX Foundations

Topics Covered In Innovating CX

Drive Action With Your VoC Program
Tailor your VoC program to generate insights and drive action.

Supercharge Your Journey Mapping
Combine divergent and convergent approaches for great CX.

Design With Data
Experiment with new approaches at the leading edge of design.

Demystify Financial Metrics
Support innovation by connecting customer stories to business performance.

Innovate Your Business Model For CX Advantage
Lead your organization to more meaningful results with a customer-obsessed business model.

Enroll In An Upcoming Course

Nov 9
Register by Nov 6

Dec 7
Register by Dec 4

Jan 11
Register by Jan 8

Feb 8
Register by Feb 5

Apr 12
Register by Apr 9

Jun 7
Register by Jun 4

Jul 12
Register by Jul 9

Sep 13
Register by Sep 10

Meet Your Guides

Learn from expert analysts who help you prepare for what’s ahead and maintain your CX edge.

Firms that deliver breakaway CX do two things well: maintain a focus on strengthening the core principals of CX management, and embrace new and innovative tactics to delight customers

—Harley Manning, VP, Research Director, Forrester

Learn More About CX Certification

Thank you for your interest in our CX Certifications course. We will be in touch with more information and to answer any questions that you may have.