COPC Customer Experience (CX) Standard
Release 7.0 Upskill Training Frequently Asked Questions

What does my 7.0 Upskill Training purchase include?

Your 7.0 Upskill Training online course purchase includes:

  • Digital Reference Manual (A printed Reference Manual, sized 6″ x 8.5″, is available for purchase after logging in.)
  • Training course with recorded instructional video led by COPC Inc. instructors
  • Two exam attempts to certify your knowledge
  • Digital certificate and badge of achievement with successful completion of the exam

What are the differences between the COPC CX Standards Release 6.2 and Release 7.0?

The COPC CX Standard, Release 7.0 is the current version, with new specialized editions for Customer Operations and Contact Centers. Key features of the new editions include:

  • Improved Management of the Customer’s Service Journey – Identifies and targets improvement for the critical service journeys impacting customer experience and business success.
  • Updated Digital Assisted Channel Management – Includes new roles, measurements and processes for improved management of digital service channels.
  • Enhanced Employee Engagement – Focuses on critical drivers of employee engagement that reduce attrition and increase satisfaction.
  • New Metrics – Provides improved and streamlined metrics for CX operations.

My organization is Certified to the COPC CX Standard, Release 6.2. When do we need to become certified to Release 7.0?

For more information, contact your organization’s COPC Inc. Project Leader or send an email to

What are the technology requirements for participating in the online 7.0 Upskill Training?

You will need a secure internet connection and a computer. We strongly suggest using a computer and not a smartphone for a better training experience.

When do I need to complete the online training and the exam?

The final deadline to complete training and the exam is May 30, 2022.

What is the training format and how long will it take to watch the entire 7.0 Upskill Training?

The training is conducted through the COPC Inc. Training Center and is available 24 x 7.

You should plan for 2.5 hours to complete the training video led by COPC Inc. instructors. You are allotted 2 hours to complete the test.

We encourage you not to multitask during your training and to set aside time to review the training materials as many times as necessary until you are confident moving forward with testing.

What is the exam format and how long will it take to complete?

You will have two hours to complete the 35-question exam, which consists of true-or-false and multiple-choice questions.

What resources do I need to prepare for the exam?

You will have access to an online reference manual and training materials once you make your purchase. They are not available for download. We recommend a very thorough review of the reference manual prior to taking the exam.  You will have access to the training materials during the exam and can have multiple browser tabs open during the exam.

What score do I need to pass the exam?

You will have two exam attempts to achieve 90% or higher to become a Certified Customer Experience (CX) Performance Leader.

How many attempts do I have to pass the exam?

Your 7.0 Upskill Training purchase includes two exam attempts. If you do not pass the first attempt, we recommend a thorough review of the Reference Manual before attempting the second exam.

Will I have access to the questions I missed on the exam?

You will not have access to the questions you missed.  Please email to if you want feedback on what you missed.

What will I receive after passing the exam?

You will receive the designation of Certified Customer Experience (CX) Performance Leader, a digital certificate of achievement that can be shared on social media platforms, including LinkedIn, and a badge of achievement to include in your email signature line.

In what languages is the training available.

The 7.0 Upskill Training online offering is currently available in English.

Is technical support available during training?

For technical support during your training session, email to

What's next for me if I do not pass the exam?

Please email to to find out next steps.

For more information about any of the above, please send an email to