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    Start by diving into these exam prep resources: the Official CCXP Handbook and Michael Bartlett’s CCXP Exam Preparation booklet.

    Spoiler: Chapter 3 of the Handbook is the most useful for exam prep! It breaks down the Six Exam Categories in detail and explains the percentage weight each category in the total grading metric.

    Bartlett’s booklet is foundational and helpful. Make this book the foundation of your study plan. It includes 40 exam questions that create a real world test experience so you won’t be surprised the day of the test.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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