CXPA Finlandin toiminnanjohtaja ja Shiruten toimitusjohtaja Sirte Pihlaja kertoo CXPA:n toiminnasta ja ajankohtaisista uutisista CXPA Finlandin kevättapaamisessa Microsoftilla. Kevään uutuutena on lanseerattu Certified Customer Experience Professional -sertifiointijärjestelmä, jonka tavoitteena on mahdollistaa asiakkuuskokemusten johtamisen ammattilaisille oman osaamisen todentaminen kansainvälisellä tutkinnolla sekä tarjota yrityksille tilaisuus osoittaa henkilökuntansa pätevyys Customer Experience Managementin (CEM) eri osa-alueilla. Shirute tulee tämän vuoden aikana käynnistämään sertifikaattiin valmistavan koulutuksen ja sertifiointiin johtavat testit yhdessä CXPA:n ja yhteistyökumppanien kanssa.

1. 3 years, almost 2,700 members
We are focused on advancing Customer
Experience as a discipline

2. Customer Experience Professionals
•! CXPA was founded about 3 years ago by Bruce Temkin
and Jeanne Bliss to help develop CX as a discipline.
•! We have grown to almost 2,700 members in 68 countries
with the largest presence in the US and UK.
•! CXPA is an opportunity to share best practices and utilize
resources in peer-to-peer sharing. Member volunteers
truly make it all happen!
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3. Take advantage of all that is
available to you as a CXPA Member
•! Over 40 CX Tools
–! Implemented with proven results
–! Donated by major companies
–! Monthly Show and Tell Calls to find out more about individual
tools
•! CXPA Webinars and Roundtable Calls
–! Thought Leader Conversations
–! B2B Special Interest Group Webinars
•! Ask the CX Experts
–! Leading Customer Experience professional prepared to offer
insight and expertise to challenges you are facing
–! Quick timely conversations with 10 experts all done through
email
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4. And there is even more!
•! Best Practice Visits
–! Companies such as Fidelity and Intuit open their doors and offer
an inside look at their CX programs
–! We expect to have two more this year
•! Online Discussion Forum
–! You can find the latest conversations from our CX Experts
–! And many more helpful answers from your peers
•! The CX Career List
–! A monthly listing of CX positions open for hire
–! Spotlights on CX professionals seeking employment
–! Recognition of new hires in the field of Customer Experience
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5. CXPA Local Networking Events
•! CXPA local networking events are held by CXPA
approved teams of members in a geographical area.
•! Events happen 2 – 4 times a year and often include two
hours of networking and educational content.
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You can view upcoming events
at www.cxpa.org
CXPA Finland is online at:
www.cxpa.fi

6. 6
Join us for our 2014!
CXPA Insight Exchange!
!
Atlanta!
May 13 – 14, 2014!

7. Certified Customer
Experience Professional
CCXP

8. Becoming a Certified CX
Professional (CCXP)

9. Benefits of Certification

10. Am I eligible?
Eligibility Requirements Alternate Pathway

11. Six core competencies:
1.! Customer-Centric Culture (16%)
2.! Voice of the Customer, Customer
Insight, and Understanding (13%)
3.! Organizational Adoption and
Accountability (19%)
4.! Customer Experience Strategy
(16%)
5.! Experience Design, Improvement,
and Innovation (16%)
6.! Metrics, Measurement, and ROI
(20%)
see www.ccxp.org/exam-resources/exam-blueprint/

12. Exam Fees

14. Certified Customer
Experience Professional (CCXP)

15. Maintaining Certificate (1/2)

16. Maintaining Certificate (2/2)

17. Kiinnostuitko?
•! Lisätietoja CCXP
sertifikaatista
www.ccxp.org
•! Jos olet kiinnostunut
sertifioitumaan,
ota yhteyttä:
sirte.pihlaja@shirute.com

18. www.shirute.fi!
!
#asiakasensin!

19. © Shirute Ltd. Confidential.!

20. © Shirute Ltd. Confidential.!

21. © Shirute Ltd. Confidential.!

22. © Shirute Ltd. Confidential.!

23. © Shirute Ltd. Confidential.!

24. © Shirute Ltd. Confidential.!

25. www.shirute.fi!
!
#asiakasensin!

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27. © Shirute Ltd. Confidential.!
FOLLOW @SIRTEACE!
@@ssiirrtteeaaccee TTwwiitttteerr::
www.twitter.com/sirteace!

28. !!!!!!!!!!!!!!
SIRTE PIHLAJA!
CEO, Customer Experience Optimiser!
GSM: +358 50 5700 190!
Email: sirte.pihlaja@shirute.com!
Twitter: @sirteace!
KIITOS.!
©10ch