What Is Happening To The CX Certification Portfolio?
As part of the update to the certification portfolio for CX professionals, we are making the following changes:
1. Introducing A New Certification For Practitioners
Forrester launched the new Forrester Customer Experience Certification, designed for CX practitioners, leaders, and champions who want to build fundamental CX skills and implement research-based tactics. The certification consists of five modules, focused on implementation of core CX activities such as:
- Gaining buy-in for a CX transformation.
- Initiating cross-functional collaborations for CX.
- Evolving your voice-of-the-customer (VoC) program.
- Enhancing your experience design practices.
- Maturing your CX measurement program.
2. Offering A CX Leadership Certification For Leaders
The Forrester Customer Experience Leadership Certification is designed for leaders and aspiring leaders looking to take their organization’s CX strategy and function to the next level. The certification is comprised of content from the former Mastering Customer Experience and Innovating Customer Experience certifications. The new certification is made up of six modules and focuses on how to:
- Establish, fund, and scale the CX function.
- Collect and analyze data for CX.
- Leverage journey maps to embed customer insights into the business.
- Enable CX with technology.
- Demystify financial metrics for CX.
- Innovate your business model for CX advantage.
As part of the launch of the Forrester Customer Experience Leadership Certification, Forrester is retiring the previously available Mastering Customer Experience and Innovating Customer Experience certifications.
3. Continuing To Offer The Forrester Customer Journey Mapping Certification
We’ve updated the title from Mapping Customer Journeys to the Forrester Customer Journey Mapping Certification and will continue to offer this certification with no changes to the existing content, focused on helping CX practitioners build the skills to effectively create and leverage journey maps.
What Happens To My Credential If The Name Of My Certification Has Changed?
Your credential is still valid.
What Happens To My Credential If I Previously Took Mastering CX Or Innovating CX?
Your credential is still valid.
If I Previously Took Mastering CX Or Innovating CX, Should I Take The New Forrester Customer Experience Certification?
If you’d like to continue to build your CX skills for tactical execution, then yes. This new certification will be valuable to anyone looking to implement tactics to successfully establish or improve a CX program. The Forrester Customer Experience Certification covers new topics, as well as refreshed takes on topics previously covered in Mastering CX and Innovating CX.
If I Previously Took Mastering CX Or Innovating CX, Should I Take The New Forrester Customer Experience Leadership Certification?
If you recently completed Mastering CX or Innovating CX, we would not recommend taking the Forrester Customer Experience Leadership Certification; however, you may want to consider the new Forrester Customer Experience Certification if you’re looking to continue to build your CX skills for tactical execution.
What if I Took An Older Certification From Forrester, Such As CX Foundations? Should I Take The New Forrester Customer Experience Certification?
Yes. The new Forrester Customer Experience Certification is a complete refresh of the content, featuring new models, skills, and analyst expertise to guide you through your learning experience. Your previous credential is still valid, but you would gain new insights from the new Forrester Customer Experience Certification.
Can I Purchase Access To Individual Modules Or Parts Of A Certification?
Purchase of certification licenses and/or registration in a certification provides you with all the content associated with that certification, whether you choose to complete it all or just focus on the content most relevant to you. Individual modules or parts of the certifications are not available for individual sale. If you have a Forrester Decisions license, you can access modules of the certification via our Forrester platform for Forrester Decisions.