The A4Q Customer Experience Analysis (CXA) Foundation Level certification attests to an individual’s understanding of Customer Experience (CX) principles, approaches and techniques.

The A4Q CX Analysis syllabus looks in depth at the customer experience, and how an organization can transform its existing processes to offer engaged, responsive, and connected customer experiences. Focus is given in particular to value propositions, research and analysis of the “Voice of the Customer” and enhancing the Customer Experience.

As well as having its own inherent value as a certification, the A4Q CX Analysis certification is also one of the mandatory modules in the A4Q Certified Service Designer certification.

How do I obtain this certification?

To be certified you must pass the A4Q CX Analysis Foundation Level exam. We strongly recommend that you attend a training course with an accredited training provider to gain maximum benefit and to support skills development.

What are the entry requirements?

There are no specific entry requirements to be eligible for this certification or to attend an A4Q accredited CX Analysis course.

How does this certification benefit me?

You will show you have an understanding of Customer Experience Analysis concepts, approaches and techniques. Holders of the A4Q CX Analysis certificate can demonstrate their ability to:

• Tune in to the organization’s customers, action the insights and add value across multiple touchpoints.
• Analyze the organization’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organizational maturity.
• Understand how a seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.
• Understand key customer experience analysis techniques for effective business service design

You will have achieved one of the mandatory modules required in the A4Q Certified Service Designer certification.

Who is this certification for?

This certification is aimed at anyone who wants to develop a deeper understanding of their customers and transform the customer journey and attest to their knowledge in CX Analysis.

• Business Service Designers (including Business Designers and Service Designers)
• Product Managers
• Business Analysts
• Digital Experience and CX researchers
• Business Architects
• Solution Architects
• User Researchers
• Operations and Customer Service Managers
• Project Managers
• Business Change Specialists
• Business Engineers

What other certifications can you recommend?

If you are seeking to further extend your knowledge in the field of service design, we recommend:

• A4Q Design Thinking Certification - Mandatory module for A4Q Certified Business Designer
• A4Q Business Service Design Certification - Mandatory module for A4Q Certified Business Designer

You can boost your professional profile by becoming an A4Q Certified Service Designer. The application requires three (3) mandatory certifications and one of the following elective certifications:

• A4Q Business Service Architecture Certification (Coming soon) - Elective module for A4Q Certified Business Designer
• A4Q Business Acumen Certification (Coming soon) - Elective module for A4Q Certified Business Designer
• A4Q Business Design Consultancy Certification (Coming soon) - Elective module for A4Q Certified Business Designer