CCXE
Certificate in Customer Experience Excellence
A five-day certificate programme equipping professionals with the strategic tools and mindset to design, lead, and sustain outstanding customer experiences across their organisations.
- Duration
- 5 days
- Next session
- 28 Jun 2026 – 2 Jul 2026 · +4 more
- Level
- advanced
- Format
- Classroom
- Available in
- Riyadh, KSA · Paris, France + 2 more
- Language
- EN
- Investment
- USD 990 VAT not included
Program overview
In an era of heightened competition and digital disruption, delivering exceptional customer experiences is a critical business imperative. This programme guides delegates through every dimension of customer experience excellence — from strategy and marketing to culture and leadership — providing a structured foundation for driving real transformation. Participants leave with a personalised roadmap and actionable tools to elevate customer satisfaction and loyalty within their own organisations.
Learning outcomes
- Build a deep understanding of what customer experience truly means
- Develop a strategic approach to winning and retaining customers
- Align marketing efforts with customer experience goals
- Foster an internal culture that consistently delivers excellence
- Strengthen leadership capabilities to champion customer centricity
Curriculum
- Exploring what customer experience is and why it matters
- Developing a competitive customer experience excellence strategy
- Connecting marketing decisions to customer experience outcomes
- Shaping a culture where employees champion the customer
- Leading with a customer-centric vision and personal accountability
Who should attend
- Customer experience managers and directors seeking strategic depth
- Marketing professionals responsible for customer acquisition and retention
- HR and culture leaders driving employee engagement initiatives
- Senior executives shaping organisational culture and service standards
- Service operations managers in customer-facing industries
- Business leaders looking to build a customer-centric organisation
What's included
- Five days of face-to-face instructor-led training
- Real-world case studies across multiple industries
- Group activities and practical workshops each day
- Certificate in Customer Experience Excellence upon completion
- Course materials and reference content
- Networking with executives in similar roles
Upcoming sessions
- 28 Jun 2026 – 2 Jul 2026 Riyadh, KSA USD 990 Open
- 29 Jun 2026 – 2 Jul 2026 Paris, France USD 990 Open
- 24 Aug 2026 – 27 Aug 2026 Amsterdam, Netherlands USD 990 Open
- 18 Oct 2026 – 21 Oct 2026 Riyadh, KSA USD 990 Open
- 21 Dec 2026 – 24 Dec 2026 Dubai, UAE USD 990 Open
Common questions
Do I need a background in customer service to attend CCXE? +
CCXE is designed for professionals who already work at a management level or above and have some exposure to customer-facing strategy, culture, or operations. Delegates do not need a formal customer service background, but those with no leadership or strategic responsibility may find the content moves quickly. A few years of relevant professional experience will help you get the most from the programme.
Is CCXE accredited by an external body or industry association? +
CCXE is an iLead certificate programme and is not currently accredited by an external professional body. Participants receive the Certificate in Customer Experience Excellence issued by iLead upon successful completion of the programme.
How is assessment handled — is there a written exam? +
CCXE does not require a formal written exam. Assessment is based on participation in workshops, practical activities throughout the five days, and the development of a personalised customer experience roadmap that delegates build and present as part of the programme.
Which roles are best positioned to apply CCXE learning immediately? +
Customer experience managers, marketing leaders, service operations managers, and senior executives with accountability for culture or service standards tend to see the most immediate application. HR and culture leaders driving employee engagement initiatives also find the programme directly relevant to their work.
Does the programme address both B2B and B2C customer experience contexts? +
The programme draws on real-world case studies across multiple industries, covering principles that apply in both business-to-business and business-to-consumer environments. Delegates are encouraged to anchor workshop activities in their own organisational context, so the output remains relevant regardless of sector.
Is there anything I should do to prepare before attending? +
No formal pre-reading is required. It is useful to arrive with a clear sense of a specific customer experience challenge your organisation is facing, as the programme's workshops and your personalised roadmap are built around real situations rather than hypothetical scenarios.
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