Pillar: CPP Certification & Process Excellence
CPP: the practitioner certification for Outside-In process excellence
The globally accredited qualification for professionals redesigning customer journeys, processes, and operating models using the CEMMethod. Four levels, 140+ countries, 145,000+ certified practitioners.
Launched in London in 2006. Licensed globally, externally assessed, and moderated by the Process Management Institute (PMI) and Academy of Customer Experience (ACE).
Get Certified. Get Accredited. Get Noticed.
In summary
What is CPP?
CPP — Certified Process Professional — is the practitioner pathway of the CEMMethod. It equips people who own processes and customer journeys to diagnose, redesign, and measure work from the Outside-In.
Where traditional process certifications optimise internal efficiency, CPP starts with the Successful Customer Outcome (SCO) and works back into the enterprise. The result: redesigned processes that deliver the Triple Crown — cost reduction, revenue growth, and service improvement, together.
- Four certification levels: Professional, Master, Champion, Coach
- Globally accredited across 140+ countries, 145,000+ practitioners
- Built on the CEMMethod — empirical, not theoretical
- Externally assessed; no written exams, real application only
Global recognition
Externally evaluated by qualified Coaches and moderated by PMI and ACE. Recognised across 140+ countries.
Active community
Join 145,000+ qualified professionals. Graduation events, active alumni, and a cohesive community of transformation advocates.
Proven framework
Based on the CEMMethod — 20+ years of practice with Disney, Google, Virgin, Amazon.
Audience
Who CPP is for
CPP is designed for professionals who own — or will own — the redesign of customer journeys, processes, and operating models. If you are the person people come to when something has to actually change on the ground, CPP is built for you.
It is also used by in-house academy and coach teams that need a licensed, consistent, Outside-In capability across the organisation.
Practitioners
Process & CX owners
Process owners, CX managers, journey designers, and operational excellence leads responsible for redesigning work.
Transformation leads
Change & improvement teams
Lean/Six Sigma practitioners, change managers, business analysts, and consultants running transformation programmes.
Internal academies
Licensed coach cadres
In-house L&D, CX academy, and coach teams licensed to deploy CPP consistently across the enterprise.
Organisations deploy CPP when they need systematic ways to organise around customer needs, achieve operational excellence, and build internal capability for sustained transformation.
Comparison
How CPP differs from ACX
CPP and ACX are the two certification halves of the CEMMethod. CPP is the practitioner layer — redesigning the work. ACX is the leadership layer — governing the decisions that work rests on. Many organisations deploy both.
| Dimension | CPP (practitioner) | ACX (leadership) |
|---|---|---|
| Primary audience | Process owners, CX practitioners, transformation leads, analysts | ExCo, functional directors, board-level sponsors |
| Decision scope | Journeys, processes, operating-model design and redesign | Strategic trade-offs across cost, revenue, service, risk, reputation |
| What it installs | Hands-on process and journey redesign capability | Executive governance, accountability, and decision disciplines |
| Typical deliverables | Redesigned processes, SCO canvases, CPL dashboards, diagnostics | Governance models, decision frameworks, escalation protocols |
| CEMMethod emphasis | Diagnosis, redesign, measurement, Triple Crown delivery | Framing, governance, incentive alignment, structured accountability |
Levels & stages
The four CPP certification levels
A structured progression from foundational practice to licensed internal delivery. Most professionals start at Professional and progress to Master; Champion and Coach are typically used by organisations building enterprise-scale capability.
CPP Professional
2-3 Days
Foundation level. Master core process and customer centricity principles. Learn to organise around customer-centric principles and become a guide for your organisation.
CPP Master
3-4 Days
Advanced practitioner. Deep dive into customer categorisation, Outside-In strategic matrix, and process diagnostics. Apply the ABACUS Framework and Customer Performance Landscape.
CPP Champion
5 Days
Organisational transformation leadership. Drive enterprise-wide process excellence and customer experience transformation. Lead strategic initiatives and change management.
CPP Coach
Licensed
Licensed to deliver. Certified to upskill companies and partners in the CEMMethod. Build internal capability and maintain process excellence standards.
Curriculum
What you will learn
Delivered by experienced, internationally recognised CPP Coaches — practitioners who have applied the CEMMethod inside banks, insurers, telcos, and public-sector bodies, and who teach directly from that work.
Customer Categorisation (CCAT)
Understand different customer types and establish structures to categorise and prioritise them. Align processes strategically and operationally to real customer needs.
Outside-In Strategic Matrix (OISM)
Frame your current process state against the future customer experience. Shift organisational focus toward customer-centricity with proven models.
Successful Customer Outcome Canvas (SCOC)
Build clear pictures of customer needs measured against the Triple Crown. Reveal operational and customer needs even when they don't know them.
CX Innovation & Triple Crown
Structured techniques that produce double-digit cost reductions, service improvements, and revenue growth simultaneously through Outside-In innovation.
The Disruption Factor
Measure and justify improvement size based on causes of work. Demonstrate percentage improvements directly correlating with revenue growth, cost reduction, and service enhancement.
Customer Performance Landscape (CPL)
Connect business outcomes, customer outcomes, outputs, activities, and interactions. Provide line of sight from strategic objectives to daily operational activities.
Additional modules cover CX/Process Diagnostics, Customer Experience Lifecycle (ABACUS Framework), CX Dashboard design, North Star Alignment, and the Transformation Launch Pad framework.
Microlearning
Short, applied segments that fit into a working schedule and translate into daily practice.
Flexible delivery
Online self-paced, interactive virtual cohorts, or traditional classroom — same certification.
Regular updates
Content moves with the CEMMethod; latest version is always what you learn.
Hands-on practice
Applied to your own challenges; you leave with implementable redesigns, not slides.
Global Network
Meet Our CPP Coaches
Our certified CPP Coaches operate globally, guiding practitioners through every stage of the certification journey.
Participant Perspectives
The programme highlighted the link between customer experience and internal process discipline. It reinforced that sustainable experience improvement depends on how organisations design and govern their operating decisions, not surface-level innovation.
Customer Experience Designer
Financial Services · South Africa
The sessions delivered clear outcomes against a critical customer experience priority. They enabled focused collaboration and produced tangible outputs while maintaining strong engagement across the team.
Head of Commercial Change Strategy
Banking · North America
The programme materially changed how I approach improvement and prioritisation. It provided a structured way of thinking that could be applied immediately to real business challenges.
Vice President, Client Experience Process Improvement
Global Bank · United States
The programme reshaped how teams measure, collaborate, and make decisions with the customer in mind. It established a more consistent and disciplined approach across functions.
Head of Operational Analytics and Data Management
Media & Entertainment · South Africa
The learning approach is grounded in real-world application and current case material. Each engagement demonstrated clear improvement in both content and practical relevance.
Director, Business Transformation
Professional Services · Saudi Arabia
Outcomes
What participants and organisations can expect
CPP is engineered to produce the Triple Crown — cost, revenue, and service improving together. Reported results from CEMMethod deployments across 140+ countries cluster into these ranges.
10–30%
Cost reduction
From eliminating failure demand, rework, and non-value-adding steps.
5–20%
Revenue uplift
From improved retention and share-of-wallet through better outcomes.
20–40%
Service improvement
From redesigning around the Successful Customer Outcome (SCO).
145,000+
Certified practitioners
Across 140+ countries applying the same frameworks.
Practical process and customer-centricity frameworks used by 145,000+ CX professionals globally
Deliver the Triple Crown — cost reduction, revenue growth, and service improvement, together
Built on the CEMMethod — 20+ years of research with Disney, Google, Amazon, Virgin, and other leaders
Globally recognised across 140+ countries, externally assessed and PMI/ACE-moderated
Flexible delivery: online self-paced, interactive online, or traditional classroom
Applied to real organisational challenges, not case studies or simulations
Framework relationship
How CPP connects to the CEMMethod and wider transformation
The CEMMethod is the underlying Outside-In framework. CPP is the certification that installs it as practitioner capability. Every CPP module maps to a CEMMethod component: Outside-In framing, journey and process redesign, governance, measurement, and capability-building.
In an enterprise transformation, CPP sits alongside the ACX pathway (leadership and governance), the Strategy Audit Tool (diagnosis), the CX Metrics Playbook (measurement), and Enterprise Solutions (advisory deployment).
Practitioners leave CPP able to redesign specific processes; the wider ecosystem provides the governance and measurement so that those redesigns survive contact with the operating model.
Diagnose
CPP methods (CCAT, OISM, Disruption Factor) give practitioners a structured way to diagnose failure demand and customer-outcome gaps.
Redesign
SCOC and ABACUS drive redesign from the Successful Customer Outcome back into processes and operating models.
Measure
Customer Performance Landscape connects daily activity to customer and business outcomes — reinforcing Outside-In decisions.
Scale
CPP Champion and Coach levels turn individual practitioners into an internal capability that can sustain transformation over time.
Open sessions
Upcoming CPP open sessions
CPP is available through open cohort sessions for individual professionals and teams. Sessions combine intensive hands-on learning with the CEMMethod frameworks.
FAQ