CX Analysis

CX Analysis

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Overview

The need for organizations to continuously innovate and adapt their services to meet the ever-changing, and increasingly demanding, expectations of their customers is more of a challenge today than ever! A seamless service experience for the customer can have a huge impact on an organization’s reputation, customer acquisition and retention and indeed the company’s overall growth. In the digital age, it has become critical to understand more about the organization’s customers and what motivates, delights and even annoys them.

Audience

Candidates eligible to participate in an A4Q CX (Customer Experience) Analysis exam either have attended an accredited course or they are participants of an open exam (no prior course attendance required).
A4Q CX Analysis has its inherent value as a certification and will be of benefit to individuals seeking to develop and attest to skills in this field. A4Q CX Analysis is also a mandatory module for the A4Q Service Designer qualification.

Exam Structure

Business Outcomes

The A4Q CX Analysis certificate assesses a candidate’s ability to:

• Tune in to organization’s customers, action the insights and add value across multiple touchpoints.
• Analyze the organization’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organizational maturity.
• Understand a seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.
• Understand key customer experience analysis techniques for effective business service design.

More Information

The examination for the A4Q CX (Customer Experience) Analysis is based on the respective curriculum. The full examination areas are well defined in the Learning Objectives of the curricula. Consequently, the Learning Objectives provide the framework for the exams. The testing format is multiple choice.

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Syllabus

Sample Exam