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A4Q CX (Customer Experience) Analysis

The need for organizations to continuously innovate and adapt their services to meet the ever-changing, and increasingly demanding, expectations of their customers is more of a challenge today than ever! A seamless service experience for the customer can have a huge impact on an organization’s reputation, customer acquisition and retention and indeed the company’s overall growth. In the digital age, it has become critical to understand more about the organization’s customers and what motivates, delights and even annoys them.

» Critical to business success
» In depth look into Customer Experience
» Transform Existing Processes

A multidimensional
construct focusing on a
customer’s cognitive, emotional, behavioural, sensorial and social responses to a firm’s offerings during the entire customer journey.

The A4Q CX Analysis certificate assesses a candidate’s ability to:

  • Tune in to organization’s customers, action the insights and add value across multiple touchpoints.
  • Analyze the organization’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organizational maturity.
  • Understand a seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.
  • Understand key customer experience analysis techniques for effective business service design.

A4Q CX (Customer Experience) Analysis: Exam Details

The examination for the A4Q CX (Customer Experience) Analysis is based on the respective curriculum. The full examination areas are well defined in the Learning Objectives of the curricula. Consequently, the Learning Objectives provide the framework for the exams. The testing format is multiple choice.
Candidates eligible to participate in an A4Q CX (Customer Experience) Analysis exam either have attended an accredited course or they are participants of an open exam (no prior course attendance required).
A4Q CX Analysis has its inherent value as a certification and will be of benefit to individuals seeking to develop and attest to skills in this field. A4Q CX Analysis is also a mandatory module for the A4Q Service Designer qualification.

The exam for the A4Q CX (Customer Experience) Analysis available at:

If you have any further questions regarding the A4Q CX (Customer Experience) Analysis, please feel free to contact us.

The Syllabus can be downloaded here:

The Sample Exam can be downloaded here:

The examination for the A4Q CX (Customer Experience) Analysis Certification is based on the learning objectives in the syllabus.

The examination format is multiple choice questions (40 questions).


Minutes per exam


Extra time for non-native speakers.


Score is required to pass the exam. 26 of 40 marks.

Mandatory Modules for the A4Q Certified Service Designer

A Certified Service Designer provides a holistic approach to unifying the customer experience and business objectives while implementing a human-centered element to design and business innovation.

Business Service Design has an in depth focus on business systems, processes and services behind the customer journey, focusing on their impact on customer satisfaction.

Participants will be able to demonstrate an understanding of Business Service Design principles, approaches and techniques.

The A4Q Business Service Design certificate assesses a candidate’s ability to:

  • The four thinking frameworks that combine to provide a powerful toolkit behind innovative, customer-centric service design: Systems Thinking, Service Thinking, Design Thinking and Lean Thinking.
  • Being able to explore the business services, their value propositions and the customer perspective.
  • Being able to identify where changes are required.
  • Being able to apply useful Service Design techniques to drive business innovation.

Design thinking is a creative, human centred approach to business innovation. It’s about applying the design mindset to business challenges, making sure solutions are customer-centric and focused on meeting the needs of all stakeholders.

The A4Q Design Thinking certification assesses an individual’s ability to:

  • Understand the theory and application of the Design Thinking creative and iterative process.
  • Investigate and resolve business challenges, identify options and test proposed solutions using the Design Thinking innovative customer-centric approach.
  • Empathize with the customer, unlock key insights, question assumptions, explore strategies and test ideas.
  • Find innovative and relevant solutions.

Elective Modules for the A4Q Certified Service Designer

The A4Q Business Service Architecture certification will focus on the service architecture and its component elements, within the context of enterprise, business and solution architecture.

Topics covered include architectural principles; service definition; value stream modelling and analysis; capability requirements and modelling; the T shaped professional; service measures and controls and a framework for service agility.

The A4Q Business Acumen certification covers the knowledge, skills, understanding and perspective needed to develop good business acumen.

Topics covered include types of business model; leadership and decision-making skills; the importance of a growth mindset for senior leadership teams; available business models and financial and data literacy.

The A4Q Service Design Consultancy certification covers the key skills required to deliver effective business design consultancy, including the consultancy lifecycle and service portfolio, the consultancy mind set, stakeholder engagement, investigation and negotiation techniques, and situation diagnosis.