CXCP · THE CONSULTING CREDENTIAL

CX Consulting Professional

5-day certification programme for customer experience consultants, advisors and senior practitioners who design, lead and deliver CX engagements.

5

DAYS

14

MODULES

12

CX PILLARS

40

QUESTION EXAM

Consulting that earns its fee

CX Consulting Professional (CXCP) is the ICXI certification for consultants, advisors and senior practitioners who design, lead and deliver CX engagements for client organisations. It is built around the ICXI 12 CX Pillars Framework and the CX Excellence Index, 120 evidence-based diagnostic questions, applied through the ICXI 5D Consulting Framework: Discover, Diagnose, Design, Deliver, Demonstrate. Across five days and fourteen modules, delegates move from consulting foundations and ethics, through diagnostic assessment of all 12 pillars, into strategy, change and commercial practice, and finish with a case-study pitch and the certification examination.

5 days

14 modules

In-person or virtual

Or hybrid, typically 8 to 18 delegates

40-question exam

60 minutes, 70% to pass, plus a pitch

ICXI Certification

Plus one free re-sit

The five-day agenda

Consulting foundations and ethics, diagnostic assessment of all 12 pillars, strategy and commercial practice, then a case-study pitch and the examination.

Days 1–3 · Foundations & Pillar Diagnostics

D1

The CX Consulting Landscape

Types of engagement, consultant versus internal practitioner, and the ICXI 5D Consulting Framework.

D1

Consulting Ethics & Professional Standards

The ICXI Code of Professional Conduct: independence, conflicts of interest and confidentiality.

D1

The 12 Pillars as a Diagnostic Framework

The CX Excellence Index: 120 evidence-based diagnostic questions across the 12 pillars.

D1

Voice of Customer Research Methods

Qualitative and quantitative methods, survey design, sampling and insight synthesis.

D2

Pillars 1 to 6: Deep-Dive Assessment

Leadership, centricity, insights, design, journeys and channels: 10 diagnostic questions per pillar and the interventions that move a client up each maturity level.

D3

Pillars 7 to 12: Deep-Dive Assessment

Value, culture, operations, AI, trust and loyalty, with worked diagnostics on a case study and peer review of evidence quality.

Days 4–5 · Strategy, Commercial Practice & Examination

D4

CX Strategy Development

Future-state vision, a pillar-level improvement roadmap and investment prioritisation.

D4

Change Management for CX Transformation

Stakeholder mapping, resistance patterns, capability development and sustained adoption.

D4

Proposal Writing & Commercial Practice

Scoping, pricing, risk, deliverables and commercial discipline.

D4

Client Relationship Management

The full engagement lifecycle, from first conversation to closure and renewal.

D5

Integration & Final Case-Study Pitch

Apply the full 5D framework to a case organisation and pitch it in 15 minutes, with peer challenge.

D5

Examination Review & CXCP Examination

A structured review of all 14 modules, then the 40-question certification examination.

Who it is for, and what you gain

Who should attend

  • Senior CX consultants and practice leads
  • Independent advisors and freelance CX practitioners
  • Internal consultants leading enterprise CX programmes
  • Heads of CX and Chief Customer Officers
  • Partner-firm staff delivering ICXI-aligned consulting
  • Advisors whose credibility depends on evidence

What you will leave with

  • Mastery of the 12 CX Pillars as a diagnostic backbone
  • Working command of the CX Excellence Index
  • The 5D Consulting Framework, applied end to end
  • VoC research, journey mapping and service blueprinting skills
  • Proposal, pricing, change and client management skills
  • The ICXI Consulting Professional Certification

How it fits the Academy pathway

CX Consulting Professional is the senior consulting credential of the ICXI Academy. The CX Foundation Course, the CX Professional Diploma or equivalent is recommended before you join, and a Public Sector edition (CXCP-PS) serves consultants advising government, councils, the NHS and agencies. Graduates join an active ICXI consulting community for ongoing CPD and peer support.

Book a place on CX Consulting Professional

Book a seat on a public cohort, arrange an in-house cohort for your consulting practice, or ask about the partner-licensed CXCP delivery pathway. The ICXI team will come back to you with dates and details.

Frequently asked questions

Consultants, advisors and senior practitioners who design, lead and deliver CX engagements: senior CX consultants and practice leads, independent advisors, internal consultants running enterprise CX programmes, heads of CX and chief customer officers who commission consulting work, and partner-firm staff licensed to deliver ICXI-aligned engagements.

The course is five days and fourteen modules, delivered in-person, virtually or as a hybrid, typically for 8 to 18 delegates. Senior practitioner experience in CX, transformation or consulting is expected, and the CX Foundation Course, the CX Professional Diploma or equivalent is recommended.

In two parts: a case-study pitch on Day 5, assessed by the lead facilitator and a peer panel, and a closed-book examination of 40 multiple-choice questions across six sections in 60 minutes, with a pass mark of 70 per cent (28 of 40). One re-sit is included at no extra cost.

You will be able to diagnose a client against all 12 CX Pillars with the CX Excellence Index, run an engagement end to end with the 5D framework, build a pillar-level strategy and roadmap, lead the change, and scope, price and propose consulting work with integrity.

It is where consulting opinion gives way to evidence. Every module is anchored in the 12 Pillars and the CX Excellence Index, a continuous case study runs across all five days, and the consulting code is taught as practice: serve the client’s CX maturity, not your own commercial interests.

It is the senior consulting credential of the ICXI Academy, building on the CX Foundation Course (2 days) and the CX Professional Diploma (5 days). A Public Sector edition (CXCP-PS) serves consultants advising government, councils, the NHS and agencies.