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Livingstone House, Harare

Email

info@cicrmedu.com

Phone Number

+263 772 515 162

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Chartered Customer Experience Analyst (CCXA)

Chartered Customer Experience Analyst(CCXA)

Chartered Professional Qualification — Specialist Level

Equips professionals with the analytical skills required to measure, interpret and improve customer experiences using quantitative and qualitative data.

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Program Highlights

Program Highlights A Pathway to a Successful Business Career

Customer Research & VoC

Design customer research and Voice of Customer feedback programmes.

BI Dashboards & Predictive Analytics

Develop CX dashboards and apply predictive analytics to customer behaviour.

Analytics Capstone Project

Present data-driven recommendations to management.

The CCXA programme emphasises evidence-based customer experience management through modern analytics tools, customer research methodologies, predictive modelling and business intelligence.

The Chartered Customer Experience Analyst programme gave me practical, industry-relevant skills I use every day.
CICRM Graduate Specialist

Results

Programme Outcomes

Graduates will be able to design customer research and feedback programmes, analyse customer behaviour and experience data, apply statistical methods to customer insights, and support continuous improvement through analytics.

Design customer research programmes and interpret Voice of Customer findings.
Develop CX dashboards, reports and business intelligence for decision-making.
Identify trends and root causes affecting customer experience using analytics.

Programme Curriculum

The full module structure of this programme is set out below.

Module 1: Foundations of Customer Experience Analytics

Detailed topic content for this module.

Module 2: Customer Research Methods

Detailed topic content for this module.

Module 3: Voice of Customer (VoC) Systems and Feedback Management

Detailed topic content for this module.

Module 4: Customer Satisfaction, Loyalty and Net Promoter Score (NPS)

Detailed topic content for this module.

Module 5: Data Collection, Cleaning and Visualization

Detailed topic content for this module.

Module 6: Business Intelligence and CX Dashboards

Detailed topic content for this module.

Module 7: Predictive Analytics and Customer Behaviour Modelling

Detailed topic content for this module.

Module 8: Digital Customer Analytics

Detailed topic content for this module.

Module 9: Customer Journey Analytics

Detailed topic content for this module.

Module 10: Reporting, Storytelling and Decision Support

Detailed topic content for this module.

Module 11: Ethics, Data Governance and Privacy in Customer Analytics

Detailed topic content for this module.

Module 12: Customer Experience Analytics Capstone Project

Detailed topic content for this module.

Certification Requirements

Candidates must attend at least 80% of scheduled sessions, complete all practical assignments and case studies, pass module assessments, successfully complete and present a Customer Experience Analytics Capstone Project, and achieve a minimum overall pass mark of 50% to be awarded the CCXA designation.

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