Congratulations to Michelle Sawa, ManagingCX’s most recent accredited CCXP (Certified Customer Experience Professional). Another proud moment for the team at ManagingCX as we continue to uplift the CX capability of CX leaders across the globe through the CXPA accredited Customer Experience Excellence Course. We recently caught up with Michelle to understand her methodology in preparing for the CCXP exam and what being accredited means to her and her organisation.
What does having the CCXP accreditation mean to you and your organisation?
Having the CCXP accreditation is a proud milestone for me. While earning my CCXP, I have built a solid foundation in customer experience principles and now feel confident in my ability to design and run transformational CX initiatives. It’s been an incredible learning experience to apply my training directly to the challenges our organization is facing.
How has it made a difference to you personally?
When I entered the world of CX, I felt overwhelmed by the sheer volume of knowledge out there on Customer Experience as a discipline. I leaned into the CXPA network, found an amazing CX mentor, Anita, and enrolled in a comprehensive course from Anita and Lynn. From there, I continued learning with another course from MarketAcademy on building a customer-centric culture. I went to webinars, spent late nights reading books like Outside In, Chief Customer Office 2.0 and Winning on Purpose. Earning the CCXP to me is an achievement that speaks to all the work I’ve been doing behind the scenes to grow as a professional. This process has given me purpose, clarity, and confidence in my path as a leader focused on people–both employees and customers.
How would you describe your learning journey with Anita and Lynn?
My learning journey with Anita and Lynn has been incredible. I feel beyond lucky to have these women in my life as mentors–like two stars that fell from the sky right in front of me when I needed them most. Their course helped me build my foundation of CX knowledge from the ground up. Lynn’s resources and thought leadership are something I reference regularly, and Anita’s coaching has helped me navigate tough CX challenges. Anita is a mentor who genuinely cares about you as a human, and her belief in me has transformed what I myself thought possible for my career.
What preparation advice would you give to those aspiring to become a CCXP?
Lean into the CXPA network. There are so many incredible courses and resources available with practitioners who are eager to share their learnings. Books like Outside In and Chief Customer Officer 2.0 are packed with tangible wisdom that you can start applying to your organization today. Don’t put off taking the exam–the preparation work you do to get there will make you stronger as a CX professional. Once you schedule the exam, I highly recommend Michael Barlett’s exam prep book and practice exams online to get you in the right mindset.
About
Michelle is currently Director, Customer Experience at Liongard.
As the 6th hire at the fastest-growing company in the city of Houston, Michelle has seen nearly every part of the business. From developing their positioning strategy, going from 1 customer to 1,600 and counting, onboarding their first 300+ customers, helping develop their culture of internal education, built out the product research and product marketing functions, to now building the customer experience team.
“What I love most about being a Customer Experience Leader is working to connect silos across our business and unite leaders on our mission to improve customers’ lives. True customer experience is master facilitation”. Congratulations Michelle.
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