CX Professional Diploma
Five days, 09:00 to 17:00 · Tutor-led, classroom or live virtual · The senior credential of the ICXI Academy
The flagship credential of the ICXI Academy
The CX Professional Diploma is ICXI’s senior practitioner qualification: five days, structured around the 12 CX Pillars, taught by an ICXI Accredited Training Partner and assessed by examination. It is awarded by the international standards body behind the customer, digital, employee and patient experience standards, so the credential carries the same framework that organisations are formally certified against.
Five days
09:00 to 17:00, classroom or live virtual
12 CX Pillars
Three a day for four days, then synthesis
48-question exam
60 minutes, 70 per cent (34 of 48) to pass
No prerequisites
Awards the ICXI CX Professional Diploma
The five-day syllabus
The Diploma works through all twelve CX Pillars in order, three a day, then brings them together in a case-study workshop and the examination.
- Day 1CX Strategy, Leadership & Customer Understanding
Pillars 1 to 3
- Day 2Experience Design, Journeys & Channel Delivery
Pillars 4 to 6
- Day 3CX Value, Culture & Operational Excellence
Pillars 7 to 9
- Day 4AI, Trust & Long-term Loyalty
Pillars 10 to 12
- Day 5Integration, Synthesis & Examination
Case-study workshop using the ICXI CX Maturity Model, then the exam
Who it is for, and what you gain
Who it is for
- Mid to senior professionals who own or influence customer experience
- CX and operations leaders
Marketing, HR, IT and strategy leaders whose decisions shape the experience - Practitioners ready to move from activity to a recognised professional standard
What you gain
- The CX Professional Diploma and the DiCX designation
- Working command of all twelve CX Pillars, the framework behind ICXI’s standards
- Practical use of the ICXI CX Maturity Model through a full case-study workshop
- A credential recognised across ICXI’s network in over 40 countries
How the Diploma fits the Academy
The ICXI Academy runs 34 programmes across five categories. All courses are tutor-led, delivered in the classroom or online by an ICXI Accredited Training Partner, and certified by ICXI. The Diploma sits at the centre of the practitioner path: the CX Foundation is the entry point, the Diploma is the senior credential, and the CX Executive Masterclass is aimed at board-level leaders. The Accredited Assessor pathway is a separate route for those who go on to assess organisations against ICXI’s standards.
Book a place on the CX Professional Diploma
Reserve a seat on a public cohort, arrange an in-house cohort for your leadership team, or ask about the upgrade pathway into Accredited Assessor Training.
Frequently asked questions
Who is the CX Professional Diploma for?
The Diploma is designed for mid to senior professionals who own or influence customer experience: CX, operations, marketing, HR, IT and strategy leaders. It is the flagship credential of the ICXI Academy and assumes you are already working with customer experience rather than meeting it for the first time.
How long is the course and how is it delivered?
The Diploma is five days, 09:00 to 17:00 daily, tutor-led and delivered either in the classroom or as live virtual training. There are no prerequisites: it is designed for senior practitioners and managers building professional CX command across the full framework, and open experience is valued.
How is the Diploma assessed?
Day five combines a case-study workshop using the ICXI CX Maturity Model with the formal examination: 48 multiple-choice questions, four per pillar, in 60 minutes. It is closed book with no negative marking, and the pass mark is 70 per cent (34 of 48). Questions are scenario-based, testing applied judgement rather than recall. A single re-sit is available at no additional cost. Passing awards the ICXI CX Professional Diploma and the DiCX designation.
What does the Diploma cover?
The syllabus follows ICXI’s 12 CX Pillars in order, three pillars a day for the first four days: strategy and leadership, experience design and journeys, value and culture, then AI, trust and loyalty. Day five integrates all twelve through a case study and the exam.
What qualification do I receive?
Successful candidates receive the CX Professional Diploma and the DiCX designation, a credential from the standards body behind the international customer, digital, employee and patient experience standards, recognised across ICXI’s network in over 40 countries.
How does the Diploma relate to ICXI's other courses?
The Academy runs 34 programmes across five categories. The CX Foundation is the entry point, the Diploma is the senior practitioner credential, and the CX Executive Masterclass targets board-level leaders. The Accredited Assessor pathway is separate and qualifies you to assess organisations against ICXI’s standards.