Frequently asked questions
What is the CXXC?
The Customer Experience Excellence Certificate (CXXC) is an official professional certification awarded to organisations that demonstrate a high level of maturity in managing and developing Customer Experience. It is based on a standardised framework that measures institutional excellence across nine strategic enablers.
Who can apply for the CXXC?
Any organization — public, private, or non-profit — that has established customer experience functions can apply. The certificate is designed for entities that are ready to validate their CX maturity against a rigorous, internationally aligned framework.
How much does the certification cost?
The Certificate Package is priced at 35,000 SAR (excluding VAT). Enterprise packages are custom-priced based on organisation size, sector, and scope. Additional travel costs may apply for organisations headquartered outside Riyadh.
How long is the certification valid?
The CXXC certification is valid for one year. Organisations are encouraged to undergo annual reassessment to maintain their certified status and demonstrate continuous improvement.
Is the assessment methodology aligned with international standards?
Yes. The CXXC methodology draws upon and aligns with established frameworks from Gartner, Forrester, McKinsey, Qualtrics/XM Institute, Deloitte, Bain & Company, and government CX maturity models (GSA, UK Cabinet Office).
How long does the process take?
The process typically takes 4 to 6 weeks: three weeks for the application, five days for initial evaluation, and one to two weeks for the on-site visit and final report.
What score is required?
A minimum maturity score of 61% is required. Tiers include Purple (61%-75%), Silver (76%-85%), and Gold (86%-100%).
- Purple: Maturity score between 61% and 75%
- Silver: Maturity score between 76% and 85%
- Gold: Maturity score between 86% and 100%
What happens if my organisation is not eligible?
Organisations that do not meet the eligibility criteria will receive an initial phase report containing specific findings and recommendations. The CXXC team also offers specialised consulting and improvement packages to help organisations build their customer experience capabilities and prepare for future certification efforts.
What is assessed during the on-site visit?
The on-site visit lasts approximately 3 hours and includes structured 20-minute meetings with stakeholders across all 9 assessment axes. Evaluators verify the implementation of practices on the ground, review real cases and documentation, and assess systems and applied methodologies.
Can we apply at any time during the year?
Yes. The CXXC accepts applications year-round. There are no fixed application windows or seasonal deadlines.
What is the refund policy?
Refund requests must be submitted within three weeks of payment confirmation and before the evaluation process has begun. Refunds are processed within 7 to 14 business days after approval, minus any applicable bank or gateway fees.