Principles & Policies

The CXPA manages the CCXP certification program according to strict ethical and professional principles, consistently and fairly applied.  Additional details about the specific policies summarized here are contained in the Candidate Handbook.

CXPA Audit of Application Material

The CXPA randomly audits 5% of certification applications each year.  While the selection process for an audit is primarily random, the CXPA reserves the right to select any candidate to be audited at any time, including after the certification has been bestowed.  The submission of an application indicates your agreement to comply with the terms of the CXPA audit process.

Appeals Policy

An appeal procedure is available to any individual who has applied for or received certification from CXPA and who wishes to appeal any adverse decision affecting his or her certification status.  Any individual who does not file a request for an appeal within a required time limit shall waive the right to appeal.

Suspension and Revocation Policy

CXPA may, at its discretion, suspend or revoke a certificate for cause. Causes for suspension or revocation include, but are not limited to:

  • Fraud, deceit, or submission of inaccurate qualification data to obtain certification
  • Gross negligence, incompetence, fraud, or deceit in the performance of job duties
  • Unprofessional conduct

An certificant whose certificate is revoked may not apply for certification for 365 days from the effective date of the final order of revocation.  An application received following the 365 days’ revocation period will be treated as an initial application.

Certification Principles

The CXPA’s certification decisions are based on candidates passing the CCXP certification exam and meeting eligibility requirements.  The certification program has been developed by subject matter experts who represent the geographic diversity and varying work of CX professionals.  The CXPA Board of Directors is responsible for the governance of the certification program and all policy and standards related to the certification designation.  The CXPA recognizes the importance of impartiality in administering the certification program so that our decisions are independent of other interests and parties.  We actively manage conflicts of interest in order to ensure objectivity in our certification activities.

Disputes and Complaints

Complaints having to do with CXPA certification policies, practices, or publications should be addressed to CCXP Certification Support at ccxpsupport@cxpa.org in writing.  All complaints will be evaluated with respect to the policies and procedures of the CXPA with a written response within 30 days.

Privacy Policy

Certification applications and candidate exam performance will remain confidential unless otherwise stipulated by the examinee in writing or as required by law.  The CXPA will release application and pass/fail information only to the applicant and only in writing.  The exception to this is the published list of certified professionals that CXPA makes available to the public.  Individuals may opt out of this directory during the application process.  Names of those who do not pass the exam are not disclosed except to the individual candidates.

Group data without individual identifying information may be used for research and study purposes, and may be released to groups with a specific interest in certification of customer experience professionals.

CXPA Statement of Nondiscrimination

The CXPA does not discriminate against any person on the basis of age, gender, sexual orientation, race, religion, national origin, medical condition, physical disability, veteran status, or marital status.

Read More Details About the CCXP Program in the Candidates’ Handbook.

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