Congratulations to Lionel Bird, Australia’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 Lionel to understand his methodology in preparing for the CCXP exam and what being accredited means to him and his organisation.
What does have the CCXP accreditation mean to you and your organisation?
To me, it means that I have been recognized by a professional association through rigorous assessment as well as in demonstrating my experience over a number of years in a broad range of customer experience capabilities. To my organization, it is a globally recognised and a highly regarded qualification.
I join a select number of colleagues currently holding the certification and I hope to inspire and assist others in pursuing certification.
How has it made a difference to you professionally and personally?
Personally, I have been able to connect with some wonderful people with the same passion and from different industries and backgrounds right around the world. For me, the networking benefits alone make the certification worthwhile.
Professionally, I have been able to consolidate prior experience and training into a set of frameworks that genuinely place the customer at the centre of doing things. This is not an approach that you learn and then forget – you get to practise this every day as a CX professional and continue to learn.
What preparation advice would you give for those aspiring to become a CCXP?
Trust in your experience as a successful CX leader. If you have had success, you should find the approach and theoretical frameworks largely intuitive. From there, it is a process of expanding your learning by identifying and then focusing perhaps on one or two disciplines where you may need additional training and experience. The Customer Experience Excellence course is an outstanding way to prepare.
How would you describe your learning journey with Anita and Lynn?
A feature of working in CX is that you meet people who are thoughtful and generous in achieving the best possible outcomes for their customers. Anita and Lynn both absolutely personify these qualities. They guide their customers through what is potentially a vast array of content by personalising and tailoring experiential learning materials so that the maximum value is delivered for every participant.
In addition, the opportunities to network with other CX professionals is tremendously valuable in being able to continue to grow as a CX leader.
About
Lionel is currently Senior Customer Experience Advocate at Thomson Reuters. A business partner and thought leader, Lional has a strong focus on delivering operational excellence and a passion for leading technology enabled change. Lionel has a strong understanding on how to shape, influence and implement IT strategy and customer success solutions within a professional services model. An experienced CX, technology leader, general manager and program manager.
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