Leading life science actors are preparing to deploy customer experience management at global level, from the pharma industry to hospitals, pharmacy chains and patients. Journeys are being optimised by leveraging the latest innovations across many touch points. CX in life sciences includes the implementations of technologies such as: marketing automation, campaign management, HCP engagement platforms, patient review platforms, listening surveys, content marketing, social media, omni-channel management, IVRS, CPQ, AI, conference management, to just name a few.
Building patient and customer centric organisations is much more than just implementing new technologies. In fact, technology is the easy part of CXM if you really intend to put patients first. As many life science leaders working in the field of customer experience start to understand this, organisations have a strong interest to ensure their teams obtain CCXP certification. This post shares some lessons learned and tips from the process I have followed.
This article is for those that are planning to take the exam in 2021. I personally lacked a good overview of the steps to follow, and therefore decided to share my experiences with you. Maybe you can learn from them and also pass in the first round? Let me know your feedback ! All new tips are welcome.
There is a whole list of people that I would like to thank for coaching me, and I refer them in my tips below. For those that missed my introduction to this, click here for more background on the Customer Experience Professionals Association and the Certified Customer Experience Professional.
#1-Don’t underestimate CCXP and re-set your expectations
Let's be clear upfront: obtaining your CCXP is difficult. You might need several runs to pass the exam. Do not underestimate the efforts required to pass the exam. First of all, the CXPA needs to accept your application file. This requires you to demonstrate your current experience in this field and requires you to be active in CX for a number of years. Before you consider to submit your application, take the time to read more on the areas covered by the CCXP and use this information during your application. Show to the evaluators what you have accomplished with some real solid business examples and link the examples to the CCXP categories. Take this application as a formal step and reflect what you have done during your career.
When your application is accepted, I advice you to become a member of CXPA. Start networking with those that have already obtained their certification. Network hard. Reach out. Ask for tips. You pick up something from everyone, and you have a great network to help you, so use it. You could attempt to take on the CCXP without membership, but I don't recommend this. Take the time and re-set your expectations on the efforts required to successfully obtain your certification. Assuming that you are able to quickly do this without, is a no-go and might lead to failing your first round.
#2-Re-master your CX basics and recap key concepts
#3-Conduct a deep dive on easy available content
#4-Run the simulator and please don't quit
#5-Complement your deep dive
#7-Relax and sharpen up
That's it. Good luck to you. And kudos to those that helped me !