Staying ahead of the curve is crucial in the ever-evolving Customer Experience (CX) landscape. For insight6, that means continually enhancing our team’s expertise and skills. Paul Matthews, our CX Specialist for Sussex and Surrey, has achieved the globally recognised Certified Customer Experience Professional (CCXP) certification, making him one of only 75 professionals in the UK to hold this prestigious qualification.
Paul’s milestone underscores his commitment to excellence and offers added value to his clients. We met Paul to discuss his journey to be CCXP certified, what it means for his clients, and how it aligns with insight6’s mission to deliver top-tier CX solutions.
1. What motivated you to pursue the CCXP certification?
I pursued the certification to recognise my CX expertise formally. With over 30 years of experience, including nearly a decade focused on CX, I wanted to stand out in a field where many talk about CX but may lack depth. The CCXP is a globally recognised standard, and achieving it validates the skills I’ve gained. It shows my commitment to providing my clients with top-level CX strategies and insights.
2. Can you walk us through the process of obtaining the certification?
Obtaining the CCXP was both challenging and rewarding. It started with a deep dive into the six core CX competencies outlined by the CXPA, such as CX Strategy, Customer-Centric Culture, and Customer Insights.
Though I had experience, I wanted to be fully prepared for the exam.
Returning to a study routine after being out of formal education for 25 years was a significant shift. My son Dylan, who had just finished his GCSEs, helped me create revision cards, making study sessions effective and a great bonding experience.
The exam tested both knowledge and practical CX application. Passing felt like a significant achievement, and I’m now committed to continuous learning and improving the customer experience.
3. How will the CCXP certification enhance your approach to CX?
The CCXP certification has sharpened my focus on building an organisation’s customer-centric culture. I emphasise that real CX success comes from an organisation-wide commitment, not isolated efforts.
The certification also highlighted the importance of solid metrics and measurement. I’ve integrated more advanced methods for tracking and analysing customer feedback, enabling businesses to make data-driven decisions. A proactive approach like this allows us to address customer needs more effectively and continuously improve offerings.
4. What insights from the programme are you eager to apply?
One critical insight from the CCXP programme I’m eager to implement is the need for a seamless and consistent experience across all customer touchpoints. Customers now expect the same quality and consistency in their interactions, regardless of channel or department. I’m excited to help clients break down internal silos and align all departments to create a unified customer experience strategy.
Another valuable takeaway is the power of leveraging customer insights to drive meaningful change. The programme introduced advanced techniques for capturing and analysing customer feedback, such as journey analytics and sentiment analysis. I’m keen to help clients go beyond primary surveys and adopt these tools to understand customer needs better and be more proactive in enhancing their experiences.
I’m enthusiastic about helping clients foster a mindset where every employee, from frontline staff to leadership, consistently acts with the customer in mind. A cultural shift to a truly customer-centric organisation is vital for building long-term loyalty and customer satisfaction. I’m excited to guide clients on this transformative journey.
5. How does the certification reflect insight6’s commitment to CX excellence?
At insight6, our mission is to help businesses create outstanding customer experiences, and this achievement aligns perfectly with our commitment to that goal. The CCXP certification is a globally recognised standard, and by earning it, we show that we are committed to maintaining the highest levels of expertise in the CX field.
Staying current with CX’s latest strategies and best practices enables us to provide our clients with cutting-edge insights and solutions that drive customer satisfaction and loyalty. By aligning our methods with the principles of the CCXP programme, we can help businesses build more robust, long-lasting relationships with their customers.
Moreover, it highlights our belief that every business decision should be rooted in a customer-centric approach. By upholding these standards, we strengthen our position as trusted advisors, ensuring our clients consistently deliver exceptional customer experiences.
The CCXP certification is not just a personal milestone; it’s a testament to insight6’s ongoing commitment to excellence in CX, ensuring we always deliver the best service and support to our clients.
6. How do you see this certification benefiting your clients?
The CCXP certification enables me to deliver accurate, measurable improvements for our clients in Sussex and Surrey. It equips me with advanced strategies to optimise the customer journey, reduce churn, and boost customer loyalty—leading to increased revenue and profitability.
The certification emphasises data-driven decision-making and linking CX initiatives to measurable business outcomes. Applying these principles, I help my clients develop and implement effective CX strategies aligned with their business goals. Ultimately, the CCXP certification allows us to deliver more value by creating exceptional experiences that contribute to long-term business growth.
At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Paul’s certification is just one example of how we strive to maintain our position as leaders in the CX field. Contact him on LinkedIn or at insight6.
At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively, from end to end, with the dedicated support of a local specialist. To find your local Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.