The Certified Customer Experience Operations Professional/Manager (CCXOP)™/(CCXOM)™ certification program is a specialized and globally recognized qualification designed for professionals committed to delivering exceptional customer experiences through operational excellence. In today’s competitive and service-driven economy, customer expectations are higher than ever—demanding faster response times, personalized engagement, seamless service delivery, and consistent quality across all touchpoints. This program equips participants with the knowledge, tools, and strategies to design, manage, and optimize customer experience operations that build loyalty, drive revenue, and strengthen brand reputation.
Customer experience operations encompass far more than customer service—they involve orchestrating people, processes, and technology to ensure every interaction aligns with the brand promise. Participants in this program will explore topics such as customer journey mapping, service design, operational performance metrics, omnichannel engagement, and integrating customer feedback into continuous improvement cycles. The curriculum also addresses advanced capabilities like predictive analytics for customer behavior, AI-powered support tools, automation for service efficiency, and proactive service recovery techniques. By combining strategic insight with operational discipline, the (CCXOP)™/(CCXOM)™ certification ensures professionals can deliver consistent, measurable, and scalable experiences that meet evolving customer needs.
Whether managing a contact center, leading a service operations team, or designing experience strategies for a multinational brand, graduates of the (CCXOP)™/(CCXOM)™ program will be prepared to enhance customer satisfaction, increase retention, and transform service delivery into a key competitive advantage. The program focuses on building adaptable leaders who can align operational performance with customer-centric strategies, creating lasting value for both customers and organizations.
Certification Program Objectives:
Upon completing the Certified Customer Experience Operations Professional/Manager (CCXOP)™/(CCXOM)™ program, participants will be able to:
- Understand CX Operations Fundamentals: Gain a clear understanding of customer experience principles, operational alignment, and service delivery frameworks.
- Map and Optimize Customer Journeys: Identify and eliminate bottlenecks across customer touchpoints.
- Integrate CX into Operations: Align processes, policies, and resources to support a consistent customer experience strategy.
- Leverage Technology and Data: Use CRM, analytics, and automation tools to improve service responsiveness and personalization.
- Monitor and Improve CX Performance: Apply KPIs, feedback systems, and quality assurance measures to ensure continuous improvement.
- Promote a Customer-Centric Culture: Engage teams across departments to deliver unified and customer-focused operations.
Certification Eligibility Criteria:
To apply for certification from The Operations Management Institute (OMI), candidates must meet the following criteria:
- A Bachelor’s degree from a recognized institution
And/or
- 0–4.9 years’ relevant experience for Professional level (CCXOP), or 5+ years for Manager level (CCXOM).
Note: Applicants who do not hold a Bachelor’s degree but possess exceptional professional experience and hold significant positions within their organizations in a relevant field may also be considered for certification on a case-by-case basis, subject to the approval of the OMI evaluation committee.
Certifying Examination:
- To be certified as (CCXOP)™/(CCXOM)™, student should take up a 1.5 hours online exam conducted by OMI.
- The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
- Professionals with relevant experience and other qualifying criteria may be exempted from the examination.
Certification Modules:
- Module 1: Fundamentals of Customer Experience and Service Operations
- Module 2: Customer Journey Mapping and Service Workflow Optimization
- Module 3: Technology, CRM, and Data Analytics in CX Operations
- Module 4: Cross-Functional Collaboration and Process Integration
- Module 5: CX Metrics, Performance Monitoring, and Continuous Improvement
- Module 6: Compliance, Ethics, and Best Practices in Customer Experience Operations
* The Certification Title and its modules are regularly reviewed, updated and may change in alignment with evolving industry needs and regulatory standards.
Who Should Do This Certification:
The (CCXOP)™/(CCXOM)™ certification is ideal for professionals involved in managing, improving, or integrating customer experience into operational strategies. It is particularly beneficial for:
- Customer Experience Managers: Leaders responsible for overseeing the end-to-end customer journey.
- Operations Managers: Professionals ensuring service delivery aligns with customer expectations.
- Customer Service Leaders: Those managing teams to provide consistent, high-quality support.
- Process Improvement Specialists: Individuals identifying and resolving operational inefficiencies that impact customer satisfaction.
- CRM and Data Managers: Professionals using customer data to drive personalized service and loyalty.
- Business Owners and Entrepreneurs: Leaders aiming to differentiate their business through exceptional operationalized customer experiences.
- Consultants and Advisors: Experts advising organizations on customer experience strategies and operational excellence.
Key Benefits of CCXOP / CCXOM Certification:
- Professional Recognition – Establishes you as an authority in customer experience and service operations management.
- Career Growth – Positions you for leadership roles such as Head of Customer Experience, Service Operations Director, or Customer Success Manager.
- Global Relevance – Applicable to organizations across industries and regions with diverse customer bases.
- Practical Learning – Focus on real-world scenarios, from handling complex service escalations to scaling operations for growth.
- Professional Network – Connect with a global community of customer experience and operations professionals.
- Measurable Impact – Achieve higher customer retention, improved Net Promoter Scores (NPS), and increased operational efficiency.
- Best Practice Alignment – Based on global customer experience frameworks and operational excellence standards.
This certification is relevant to industries such as retail, e-commerce, banking, hospitality, telecommunications, healthcare, and technology. Whether the goal is to enhance loyalty, improve service efficiency, or create a seamless customer journey, the (CCXOP)™/(CCXOM)™ program provides the tools and strategies needed to integrate customer experience into core business operations.
