Congratulations to Laurence Fox, 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 Australia through the CXPA accredited Customer Experience Excellence Course. We recently caught up with Laurence to understand his methodology in preparing for the CCXP exam and what being accredited means to Laurence and his organisation.
What does having the CCXP accreditation mean to you and your organisation?
Obtaining my CCXP has been an aim of mine since discovering the CXPA back in 2020 and something I wanted to achieve in 2022. The certification gives me the confidence that I can use my knowledge to drive a successful CX strategy at SHAPE Australia. I feel proud to be part of a select group of individuals, not just in Australia, but across the world to have achieved the CCXP.
How has it made a difference to you personally?
The certification has really put a spring in my step and given me more confidence about my ability to lead a customer experience programme across an organisation. After the challenge of the last couple of years with the pandemic I feel obtaining my CCXP is a reward and a great opportunity to jump into the CX world once again.
How would you describe your learning journey with Anita and Lynn?
I am usually one for face to face learning but this was never going to happen when I undertook the CX Transformation Course. Anita and Lynn both made the online classes easy to follow and very engaging, the group sessions even made it possible to build rapport with the other trainees. Not only were the online sessions great but Anita and Lynn’s follow up support was amazing and not something I expected at all. Anita’s one to one coaching and guidance along with Lynn’s Clear Action Continuum value exchange and the resources both Anita and Lynn provide has made achieving the CCXP possible, I do not think that I would have been able to build the knowledge to pass the certification without it.
What preparation advice would you give to those aspiring to become a CCXP?
First off I would suggest that the CCXP is not to be taken lightly but it is very much achievable if you put your mind to it and dedicate the time needed. Tapping into individuals that have achieved their CCXP and doing this through the CXPA will be really beneficial. Everyone I have met throughout the CX world has always been welcoming and willing to give their guidance and share their knowledge. Try to put yourself out there and get involved and attend as many events as possible. Any CX knowledge you build through learning or experience can only be a benefit to achieving the CCXP.
About
Laurence is currently a Customer Experience Manager at Shape Australia which is a national fit out and construction services specialist.
Passionate about Customer Experience Laurence understands that there is much that can be improved in B2B business and specifically in the construction industry. Having an understanding of Customer Experience programmes through training and experience, including being a CXPA member, CCXP Certified and NPS accredited, has allowed Laurence to understand the requirements to drive Client and Customer loyalty, recommendation and satisfaction.
Laurence is also passionate about personal development and being a Human Synergistics Accredited Practitioner has allowed him to show people how to understand where they are, and where they want to be. The Human Synergistic tools can be used to help individuals and organisations understand their strengths and Culture. Connect with Laurence on LI
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