CX Consulting Professional
5-day certification programme for customer experience consultants, advisors and senior practitioners who design, lead and deliver CX engagements.
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
- D1The CX Consulting Landscape
Types of engagement, consultant versus internal practitioner, and the ICXI 5D Consulting Framework.
- D1Consulting Ethics & Professional Standards
The ICXI Code of Professional Conduct: independence, conflicts of interest and confidentiality.
- D1The 12 Pillars as a Diagnostic Framework
The CX Excellence Index: 120 evidence-based diagnostic questions across the 12 pillars.
- D1Voice of Customer Research Methods
Qualitative and quantitative methods, survey design, sampling and insight synthesis.
- D2Pillars 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.
- D3Pillars 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
- D4CX Strategy Development
Future-state vision, a pillar-level improvement roadmap and investment prioritisation.
- D4Change Management for CX Transformation
Stakeholder mapping, resistance patterns, capability development and sustained adoption.
- D4Proposal Writing & Commercial Practice
Scoping, pricing, risk, deliverables and commercial discipline.
- D4Client Relationship Management
The full engagement lifecycle, from first conversation to closure and renewal.
- D5Integration & Final Case-Study Pitch
Apply the full 5D framework to a case organisation and pitch it in 15 minutes, with peer challenge.
- D5Examination 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.
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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
Who is CX Consulting Professional for?
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.
How long is the course and how is it delivered?
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.
How is the course assessed?
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.
What will I be able to do afterwards?
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.
What makes CX Consulting Professional different?
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.
How does it fit ICXI's other courses?
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.