CCXP Info
100% CCXP Exam Preparation
You have 3 choices:
“Incredibly valuable is the structure, logic, and a clear path — something I was missing until now. Your course fills a crucial gap for not just studying for the exam, but aiming to grow into the role with confidence.” — Kusum Yadav, CCXP
Option 1: CCXP Complete Course
CCXP Exam Complete Course
Everything you need to pass the CCXP exam on your first attempt.
— 5 modules + two 100-question practice exams + instructor feedback —
Earn your CCXP in 5 weeks (live classes) or 5 days (self-paced) or even 1 day!
Click here to see options for live class, private groups, and pay-over-time
Here’s a preview:
“I struggled with CXPA’s book of knowledge and relating the content to sample exams. The volumes were really heavy. But the short videos from ClearAction and the live discussions with Lynn were a game changer for me. I took the exam and passed with the first attempt, by solely going through the course. I am forever grateful for the time saved and mindset shift. This course even greatly impacted and improved my actual work.” — Lilian Nguyo, CCXP
CCXP complete course includes:
- Multiple-choice quizzes with hints and answers.
- Two 100-question practice exams.
- Topic mastery scenarios to receive:
- Instructor feedback.
- Experience Leadership Diploma.
- Advice for your:
- CCXP application form
- CCXP exam success.
Dedicate 7+ hours for completion.
Get loads of pro tips for exam and career ROI.
100% updated to CX Book of Knowledge + 2025 exam.
CCXPs in 50+ countries relied on this course.
Lifetime access for original participant’s reference only.
You get CX Value Multipliers Forum (Friends Access) for:
- Your online course portal.
- CCXP peer discussions.
- Expanding use of CCXP wisdom in your career.
“I found so much value in Lynn’s teachings and I wholeheartedly recommend you take this opportunity. Her teachings are easy to comprehend and highly actionable 👍. This is THE best opportunity to learn from one of the most insightful and practical CX thought leaders in the world.” — Gabrielle Syquia, CCXP
Self-Paced Course
5 Modules + 2 Practice Exams
Live Course
5 Remote 90-Minute Classes with Self-Paced Course
CXPA manages the CCXP credential independently: Customer Experience Professionals Association (CXPA).
The CCXP exam is 100 multiple-choice questions.
- 80% correct is required for certification.
You get 3 hours to complete the exam.
- It’s available in English and French, soon in Arabic.
You can go to a testing facility in a metropolitan area.
- Or take the exam online any time of day or night.
- Online exam has an AI proctor to ensure fairness.
CXPA tells you the number of correct answers for each of the 5 competencies.
- Not which questions had incorrect answers.
- Not why they are incorrect.
Schedule your exam at the end of your ClearAction course.
- Approval of your application form takes up to 2 weeks.
- Faster by using phrases from your ClearAction course.
- When approved, you must select your exam date.
- Excel on the exam while the info is fresh in your mind.
More CCXP exam info:
https://www.cxpaglobal.org/earn-your-ccxp
Self-Paced Course
5 Modules + 2 Practice Exams
Live Course
5 Remote 90-Minute Classes with Self-Paced Course
“Your question bank is precise and helpful. Your entire content — especially metrics — is so powerful and explained in an excellent way.”
Aneesh Kammath, CCXP
“It’s given me a much clearer understanding of mature customer experience. Strategy was especially enlightening.”
Samir Mirzakhanov, CCXP
“Previously, I tried the CCXP exam unsuccessfully after buying popular practice exams. I wish I’d bought this earlier. It’s really excellent!!! I love it.”
Bruce Liu, CCXP
Option 2: Study one topic at a time
Self-Paced or Live Modules
Each module has 4 Power Guides. Does not include practice exams or instructor feedback.
— Power Guide: 15-minute lesson videos, quiz, and links to examples and resources —
Option 3: Study only what you need
Metrics
Return on Investment
Market Truths
Analytics
Bonuses
Insights
Qualitative Research
Experience Voice
Managing Insights
Maps & Personas
Design
Design & Innovation
Design Tools
Quality & Recovery
Projects & Processes
Culture
Aligned Leadership
Aligned Engagement
Influencing
Accountability
Strategy
Strategic Analysis
Strategic Planning
Experience Strategy
Governance
CCXP Info
100% CCXP Exam Preparation
You have 3 options:
1) Complete Course
2) One Topic at a Time
3) One Subtopic at a Time
“Incredibly valuable is the structure, logic, and a clear path — something I was missing until now. Your course fills a crucial gap for not just studying for the exam, but aiming to grow into the role with confidence.” — Kusum Yadav, CCXP
Option 1: CCXP Complete Course
CCXP Exam Complete Course
Everything you need to pass the CCXP exam.
5 modules + two 100-question practice exams + instructor feedback.
Earn your CCXP in 5 weeks (live course)
or 5 days (self-paced) or even 1 day!
Click here to see options for live class,
private groups, and pay-over-time
Here’s a preview:
“I struggled with CXPA’s book of knowledge. The volumes were really heavy. But the short videos from ClearAction and the live discussions with Lynn were a game changer for me. I took the exam and passed with the first attempt, by solely going through the course. I am forever grateful for the time saved and mindset shift. This course even greatly impacted and improved my actual work.” — Lilian Nguyo, CCXP
CCXP complete course includes:
a) Multiple-choice quizzes with hints and answers.
b) Two 100-question practice exams.
c) Topic mastery scenarios to receive:
Instructor feedback.
Experience Leadership Diploma.
d) Advice for your:
CCXP application form
CCXP exam success.
Dedicate 7+ hours for completion.
Get loads of pro tips for exam and career ROI.
100% up-to-date with CX Book of Knowledge + 2025 CCXP exam.
CCXPs in 50+ countries relied on this course.
Lifetime access for original participant’s reference only.
You get CX Value Multipliers Forum (Friends Access) for:
a) Your online course portal.
b) CCXP peer discussions.
c) Expanding ongoing use of CCXP wisdom in your career.
Self-Paced Course
5 Modules + 2 Practice Exams
Live Course
5 Remote 90-Minute Classes with Self-Paced Course
Self-Paced Course
5 Modules + 2 Practice Exams
Live Course
5 Remote 90-Minute Classes with Self-Paced Course
Aneesh Kammath, CCXP
“Your question bank is precise and helpful. Your entire content — especially metrics — is so powerful and explained in an excellent way.”
Option 2: Study one topic at a time
Option 3: Study only what you need
Coming Soon: 20 Power Guides
Metrics
Return on Investment
Market Truths
Analytics
Bonuses
Insights
Qualitative Research
Experience Voice
Managing Insights
Maps & Personas
Design
Design & Innovation
Design Tools
Quality & Recovery
Projects & Processes
Culture
Aligned Leadership
Aligned Engagement
Influencing
Accountability
Strategy
Strategic Analysis
Strategic Planning
Experience Strategy
Governance
CCXP Power Guides
Power Guides are 15-minute lessons with videos, quiz, and links to examples and resources
Save time and money: focus on the subtopics you need.
There are 4 Power Guides in each CCXP Module: 4 x 5 modules = 20 Power Guides in complete course.
Learn More
$25.00
Return on Investment: Metrics Power Guide
ROI, retention, wallet share, market share, indexes, leading indicators
Learn More
$25.00
Analytics: Metrics Power Guide
Data mining, correlation, predictive analytics, multivariate analysis
Learn More
$25.00
Market Truth: Metrics Power Guide
Avoid bias, prevent skewed results, build credibility, max actionability
Learn More
$25.00
VoC Who: Insights Power Guide
Prepare first for who to ask and who will receive customer insights
See what to study for the CCXP exam!
(1 question from each of our 20 CCXP Power Guides.)
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Robbie notices that a VoC report points out "CX factors" as rating questions about steps in the customer journey.
Hint: Why is a diagonal pattern meaningful for correlation?
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
Customers rating the loyalty index high rated a CX factor high
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index low rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index mediocre rated a CX factor mediocre
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When your CFO asks whether your CX design has been verified, this means ____.
Hint: Which one represents truth? (French for Truth = vérité)
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
Design milestones have signatures
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Add RecommendationAdd TagsView All Assigned TagsGross margin forecast was tested
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Add RecommendationAdd TagsView All Assigned TagsOutputs match inputs (design meets specs)
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Add RecommendationAdd TagsView All Assigned TagsThe solution addresses the problem
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The first 6 months for Dylan’s team was challenging, but the past 6 months have been wonderful.
If Dylan wants to keep the team performing at this high level permanently, what is the key?
Hint: Which one minimizes risk?
See the ClearAction power guide: Projects & Processes.
See the ClearAction power guide: Projects & Processes.
Copyright ClearAction Continuum. Not for sharing.
Increase pay
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Add RecommendationAdd TagsView All Assigned TagsAddress changes directly
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Add RecommendationAdd TagsView All Assigned TagsIncrease perks
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Add RecommendationAdd TagsView All Assigned TagsPromote within
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Britt discovers that 2 business units have very different levels of employee engagement. One had a large budget for prizes, overtime, pizza parties, ping pong, etc.
The other one gained even higher engagement through team-building, community service, empowerment, and leaders interacting with employees. These ____ rewards have stronger results.
Hint: Which one is about personal values?
See the ClearAction power guide: Aligned Engagement.
See the ClearAction power guide: Aligned Engagement.
Copyright ClearAction Continuum. Not for sharing.
Real-time
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Add RecommendationAdd TagsView All Assigned TagsInherent
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Add RecommendationAdd TagsView All Assigned TagsIntrinsic
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Add RecommendationAdd TagsView All Assigned TagsExtrinsic
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As you travel home from a customer experience conference, your team is enthusiastic about defining customer experience strategy.
Which suggestion is best?
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
Human-centered design of solutions, processes, and policies
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Add RecommendationAdd TagsView All Assigned TagsC-Suite's shared vision for customer-centered management maximizing value
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Add RecommendationAdd TagsView All Assigned TagsIntegrated CX technology stack led by VP-CX and empowered by the CEO
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Add RecommendationAdd TagsView All Assigned TagsIntegrated Sales, Success, and Support for end-to-end touchpoint management
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"Stratified" in VoC means ____.
Hint: How can you maximize truth about each type of customer?
See the ClearAction power guide: Experience Voice.
Copyright ClearAction Continuum. Not for sharing.
Prioritizing who has the most important voice in data collection and reporting.
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Add RecommendationAdd TagsView All Assigned TagsEach customer response adds a new layer of richness to our customer understanding.
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Add RecommendationAdd TagsView All Assigned TagsOrganized invitation frequency, such as 1/12th of customers each month of the year.
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Add RecommendationAdd TagsView All Assigned TagsHomogeneous groups are treated separately for sample size identification and invitations.
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Although everyone was enthusiastic about their agreed-upon next steps after the CX journey workshop, nothing has happened in 2 months.
To achieve ROI on the workshop, which approach would be BEST?
Hint: Which one would revive the next steps?
See the ClearAction power guide: Governance.
See the ClearAction power guide: Governance.
Copyright ClearAction Continuum. Not for sharing.
RACI
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Add RecommendationAdd TagsView All Assigned TagsADKAR
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Add RecommendationAdd TagsView All Assigned TagsCalculate [gains – costs] ÷ costs
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Add RecommendationAdd TagsView All Assigned TagsPDCA
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One of the engineers asked Val what's the difference between journey management and journey mapping.
Val should say, "Journey management is _______".
Hint: Which one is about managing?
See the ClearAction power guide: Maps & Personas.
See the ClearAction power guide: Maps & Personas.
Copyright ClearAction Continuum. Not for sharing.
Use of big data and predictive analytics to guide a customer toward a goal
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Add RecommendationAdd TagsView All Assigned TagsOngoing deployment of journey as designed
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Add RecommendationAdd TagsView All Assigned TagsVersion control of your suite of journey maps
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Add RecommendationAdd TagsView All Assigned TagsAutomated engagements personalized to a customer
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Eli is valued as a wizard at his job, but his habits are out-of-sync with fellow team members and corporate values.
As the new department leader where Eli reports to you, what is your WORST path forward?
Hint: What's the worst outcome for everyone?
See the ClearAction power guide: Accountability.
See the ClearAction power guide: Accountability.
Copyright ClearAction Continuum. Not for sharing.
Develop Eli
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Add RecommendationAdd TagsView All Assigned TagsTransfer Eli
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Add RecommendationAdd TagsView All Assigned TagsDo nothing
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Add RecommendationAdd TagsView All Assigned TagsFire Eli
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When a friend says "it's impossible for a CX manager to increase customer-centricity", you say:
Hint: What is the definition of customer-centric culture?
See the ClearAction power guide: Aligned Leadershp.
See the ClearAction power guide: Aligned Leadershp.
Copyright ClearAction Continuum. Not for sharing.
Customer-centricity is stronger any time I influence customer-first thinking and doing
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Add RecommendationAdd TagsView All Assigned TagsYou're right. Only Human Resources can adjust our culture.
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Add RecommendationAdd TagsView All Assigned TagsYes, culture can never be changed
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger by digitalizing customer experience
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Seeing a notice on the restaurant receipt encouraging participation in their customer survey, Charlie complained: "What's the point? Nobody pays attention to this stuff, from what I've experienced."
Charlie is pointing out that a large percentage of VoC is ______.
Hint: Which one matches Charlie's complaint?
See the ClearAction power guide: Managing Insights.
See the ClearAction power guide: Managing Insights.
Copyright ClearAction Continuum. Not for sharing.
Unstructured data
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Add RecommendationAdd TagsView All Assigned TagsUnbiased in customer-centricity
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Add RecommendationAdd TagsView All Assigned TagsStatistically insignificant
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Add RecommendationAdd TagsView All Assigned TagsAn open loop system
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A new technology will cost $500,000 and it is expected to increase sales by $750,000.
What is the ROI?
What is the ROI?
Hint: Use the ROI equation.
See the ClearAction power guide: ROI.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: ROI.
Copyright ClearAction Continuum. Not for sharing.
150%
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Add RecommendationAdd TagsView All Assigned Tags50%
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Add RecommendationAdd TagsView All Assigned TagsNone of these is correct
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Add RecommendationAdd TagsView All Assigned Tags75%
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What type of presentation includes these sections?
Purpose, ROI, Plan, Risks, Actions.
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
Business case
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Add RecommendationAdd TagsView All Assigned TagsStrategic plan
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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Add RecommendationAdd TagsView All Assigned TagsMitigation plan
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Your survey's p-value means ____.
Hint: Which one relies on a homogeneous sample?
See the ClearAction power guide: Market Truth.
See the ClearAction power guide: Market Truth.
Copyright ClearAction Continuum. Not for sharing.
Repeatability
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Add RecommendationAdd TagsView All Assigned TagsConfidence, or statistical significance
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Add RecommendationAdd TagsView All Assigned TagsValidity
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Add RecommendationAdd TagsView All Assigned TagsConfidence interval
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What is the proper sequence of experience design phases?
Hint: Think about the logical way to build from one phase to another.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
Discovery, ideation, interpretation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsInterpretation, ideation, discovery, evolution, experimentation
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Add RecommendationAdd TagsView All Assigned TagsExperimentation, ideation, discovery, interpretation, evolution
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, interpretation, ideation, experimentation, evolution
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As VoC Manager, Marty sees a new way to work with the Strategic Planning team which uses a 5 Cs model when they start any project:
Company, Customers, Competitors, Collaborators, and Climate. It's called ____.
Hint: How do these 5 Cs guide a strategic plan?
See the ClearAction power guide: Strategic Analysis.
See the ClearAction power guide: Strategic Analysis.
Copyright ClearAction Continuum. Not for sharing.
Lean canvas
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Add RecommendationAdd TagsView All Assigned TagsSituation analysis
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Add RecommendationAdd TagsView All Assigned TagsBalanced scorecard
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Add RecommendationAdd TagsView All Assigned TagsPorter's 5 forces
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When a college intern asks you what's the difference between Service Recovery and Service Design, you say ____.
Hint: Which one is reactive management or proactive management?
See the ClearAction power guide: Quality & Recovery.
See the ClearAction power guide: Quality & Recovery.
Copyright ClearAction Continuum. Not for sharing.
Service Recovery is how you'll respond to inquiries
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Add RecommendationAdd TagsView All Assigned TagsThere is no difference -- it's all about First Contact Resolution
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Add RecommendationAdd TagsView All Assigned TagsService Design is CX technology integration
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Add RecommendationAdd TagsView All Assigned TagsService Recovery is regaining churned customers
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When stakeholders are faced with adopting a change, your first priority is to ____.
Hint: What happens with a pebble in a shoe?
See the ClearAction power guide: Influencing.
See the ClearAction power guide: Influencing.
Copyright ClearAction Continuum. Not for sharing.
Increase attractiveness of the change
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Add RecommendationAdd TagsView All Assigned TagsBuild a shared vision
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Add RecommendationAdd TagsView All Assigned TagsLeverage early adopters
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Add RecommendationAdd TagsView All Assigned TagsReduce unattractive aspects of the change
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Bernie said: “We need to make sure this design is not tainted by our assumptions.”
So, your design research needs to include: _______.
Hint: Which choice tests Known Unknowns?
See the ClearAction power guide: Qualitative Research.
See the ClearAction power guide: Qualitative Research.
Copyright ClearAction Continuum. Not for sharing.
SERVQUAL
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Add RecommendationAdd TagsView All Assigned TagsProjective techniques
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Add RecommendationAdd TagsView All Assigned TagsEthnography
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Add RecommendationAdd TagsView All Assigned TagsInductive techniques
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Kris feels that sufficient VoC is collected, and what’s missing is making good use of it.
Experimenting with customer intelligence methods, Kris is discovering exciting insights by using statistics to classify data into homogeneous groups.
This is known as ____.
Hint: Which one identifies “birds of a feather” groups?
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
Discriminant analysis
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Add RecommendationAdd TagsView All Assigned TagsCluster analysis
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Add RecommendationAdd TagsView All Assigned TagsANOVA
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Add RecommendationAdd TagsView All Assigned TagsFactor analysis
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%%QUESTIONANSWERS%%
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It’s normal for your first few quizzes to be lower than you expect.
The CCXP exam questions are a different way of thinking for most people.
Be patient as you study.
Save lots of time and money with ClearAction's 100% CCXP Examp Preparation.
With ClearAction’s approach, you’ll soon find the exam questions easy to answer.
Check your email for the details!
“Your question bank is precise and helpful. Your entire content — especially metrics — is so powerful and explained in an excellent way." — Aneesh Kammath, CCXP, Dentsu
"“It’s given me a much clearer understanding of mature customer experience. Strategy was especially enlightening.” — Samir Mirzakhanov, CCXP, Azercell Telecom
"Your course made the exam questions feel very approachable and intuitive."
— Jenna Harwood-Pepers, CCXP, PointClickCare
— Jenna Harwood-Pepers, CCXP, PointClickCare
"“It’s given me a much clearer understanding of mature customer experience. Strategy was especially enlightening.” — Samir Mirzakhanov, CCXP, Azercell Telecom
“Previously, I tried the CCXP exam unsuccessfully after buying popular practice exams. I wish I’d bought this earlier. It’s really excellent!!! I love it.” — Bruce Liu, CCXP, Blue Cross Insurance Hong Kong
Earn your CCXP in 5 weeks (live classes)
or 5 days (self-paced)
or even 1 day!
(5 hours for 20 Power Guides . . . 20 multiple-choice short quizzes, two 100-question sample exams, and loads of pro tips for the exam and higher ROI in your career.)
https://ClearAction.com/ccxp-info
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Samir Mirzakhanov, CCXP
“It’s given me a much clearer understanding of mature customer experience. Strategy was especially enlightening.”
See how ready you are for the CCXP exam!
(1 question from each of our 20 CCXP Power Guides.)
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As VoC Manager, Marty sees a new way to work with the Strategic Planning team which uses a 5 Cs model when they start any project:
Company, Customers, Competitors, Collaborators, and Climate. It's called ____.
Hint: How do these 5 Cs guide a strategic plan?
See the ClearAction power guide: Strategic Analysis.
See the ClearAction power guide: Strategic Analysis.
Copyright ClearAction Continuum. Not for sharing.
Balanced scorecard
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Add RecommendationAdd TagsView All Assigned TagsSituation analysis
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Add RecommendationAdd TagsView All Assigned TagsPorter's 5 forces
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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"Stratified" in VoC means ____.
Hint: How can you maximize truth about each type of customer?
See the ClearAction power guide: Experience Voice.
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Each customer response adds a new layer of richness to our customer understanding.
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Add RecommendationAdd TagsView All Assigned TagsPrioritizing who has the most important voice in data collection and reporting.
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Add RecommendationAdd TagsView All Assigned TagsOrganized invitation frequency, such as 1/12th of customers each month of the year.
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Add RecommendationAdd TagsView All Assigned TagsHomogeneous groups are treated separately for sample size identification and invitations.
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When stakeholders are faced with adopting a change, your first priority is to ____.
Hint: What happens with a pebble in a shoe?
See the ClearAction power guide: Influencing.
See the ClearAction power guide: Influencing.
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Leverage early adopters
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Add RecommendationAdd TagsView All Assigned TagsBuild a shared vision
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Add RecommendationAdd TagsView All Assigned TagsReduce unattractive aspects of the change
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Add RecommendationAdd TagsView All Assigned TagsIncrease attractiveness of the change
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When a college intern asks you what's the difference between Service Recovery and Service Design, you say ____.
Hint: Which one is reactive management or proactive management?
See the ClearAction power guide: Quality & Recovery.
See the ClearAction power guide: Quality & Recovery.
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Service Recovery is regaining churned customers
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Add RecommendationAdd TagsView All Assigned TagsService Recovery is how you'll respond to inquiries
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Add RecommendationAdd TagsView All Assigned TagsThere is no difference -- it's all about First Contact Resolution
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Add RecommendationAdd TagsView All Assigned TagsService Design is CX technology integration
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Kris feels that sufficient VoC is collected, and what’s missing is making good use of it.
Experimenting with customer intelligence methods, Kris is discovering exciting insights by using statistics to classify data into homogeneous groups.
This is known as ____.
Hint: Which one identifies “birds of a feather” groups?
See the ClearAction power guide: Analytics.
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See the ClearAction power guide: Analytics.
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Cluster analysis
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Add RecommendationAdd TagsView All Assigned TagsANOVA
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Add RecommendationAdd TagsView All Assigned TagsDiscriminant analysis
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Add RecommendationAdd TagsView All Assigned TagsFactor analysis
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When your CFO asks whether your CX design has been verified, this means ____.
Hint: Which one represents truth? (French for Truth = vérité)
See the ClearAction power guide: Design Tools.
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See the ClearAction power guide: Design Tools.
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Outputs match inputs (design meets specs)
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Add RecommendationAdd TagsView All Assigned TagsGross margin forecast was tested
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Add RecommendationAdd TagsView All Assigned TagsDesign milestones have signatures
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Add RecommendationAdd TagsView All Assigned TagsThe solution addresses the problem
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What type of presentation includes these sections?
Purpose, ROI, Plan, Risks, Actions.
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
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Strategic plan
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Add RecommendationAdd TagsView All Assigned TagsBusiness case
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Add RecommendationAdd TagsView All Assigned TagsMitigation plan
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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Seeing a notice on the restaurant receipt encouraging participation in their customer survey, Charlie complained: "What's the point? Nobody pays attention to this stuff, from what I've experienced."
Charlie is pointing out that a large percentage of VoC is ______.
Hint: Which one matches Charlie's complaint?
See the ClearAction power guide: Managing Insights.
See the ClearAction power guide: Managing Insights.
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Unstructured data
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Add RecommendationAdd TagsView All Assigned TagsAn open loop system
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Add RecommendationAdd TagsView All Assigned TagsUnbiased in customer-centricity
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Add RecommendationAdd TagsView All Assigned TagsStatistically insignificant
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What is the proper sequence of experience design phases?
Hint: Think about the logical way to build from one phase to another.
See the ClearAction power guide: Design & Innovation.
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See the ClearAction power guide: Design & Innovation.
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Discovery, ideation, interpretation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, interpretation, ideation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsExperimentation, ideation, discovery, interpretation, evolution
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Add RecommendationAdd TagsView All Assigned TagsInterpretation, ideation, discovery, evolution, experimentation
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Your survey's p-value means ____.
Hint: Which one relies on a homogeneous sample?
See the ClearAction power guide: Market Truth.
See the ClearAction power guide: Market Truth.
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Repeatability
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Add RecommendationAdd TagsView All Assigned TagsConfidence interval
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Add RecommendationAdd TagsView All Assigned TagsValidity
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Add RecommendationAdd TagsView All Assigned TagsConfidence, or statistical significance
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Eli is valued as a wizard at his job, but his habits are out-of-sync with fellow team members and corporate values.
As the new department leader where Eli reports to you, what is your WORST path forward?
Hint: What's the worst outcome for everyone?
See the ClearAction power guide: Accountability.
See the ClearAction power guide: Accountability.
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Develop Eli
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Add RecommendationAdd TagsView All Assigned TagsFire Eli
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Add RecommendationAdd TagsView All Assigned TagsDo nothing
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Add RecommendationAdd TagsView All Assigned TagsTransfer Eli
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A new technology will cost $500,000 and it is expected to increase sales by $750,000.
What is the ROI?
What is the ROI?
Hint: Use the ROI equation.
See the ClearAction power guide: ROI.
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See the ClearAction power guide: ROI.
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None of these is correct
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Add RecommendationAdd TagsView All Assigned Tags75%
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Add RecommendationAdd TagsView All Assigned Tags150%
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Add RecommendationAdd TagsView All Assigned Tags50%
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As you travel home from a customer experience conference, your team is enthusiastic about defining customer experience strategy.
Which suggestion is best?
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
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C-Suite's shared vision for customer-centered management maximizing value
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Add RecommendationAdd TagsView All Assigned TagsIntegrated Sales, Success, and Support for end-to-end touchpoint management
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Add RecommendationAdd TagsView All Assigned TagsIntegrated CX technology stack led by VP-CX and empowered by the CEO
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Add RecommendationAdd TagsView All Assigned TagsHuman-centered design of solutions, processes, and policies
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When a friend says "it's impossible for a CX manager to increase customer-centricity", you say:
Hint: What is the definition of customer-centric culture?
See the ClearAction power guide: Aligned Leadershp.
See the ClearAction power guide: Aligned Leadershp.
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Customer-centricity is stronger any time I influence customer-first thinking and doing
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Add RecommendationAdd TagsView All Assigned TagsYes, culture can never be changed
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger by digitalizing customer experience
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Add RecommendationAdd TagsView All Assigned TagsYou're right. Only Human Resources can adjust our culture.
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Britt discovers that 2 business units have very different levels of employee engagement. One had a large budget for prizes, overtime, pizza parties, ping pong, etc.
The other one gained even higher engagement through team-building, community service, empowerment, and leaders interacting with employees. These ____ rewards have stronger results.
Hint: Which one is about personal values?
See the ClearAction power guide: Aligned Engagement.
See the ClearAction power guide: Aligned Engagement.
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Inherent
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Add RecommendationAdd TagsView All Assigned TagsReal-time
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Add RecommendationAdd TagsView All Assigned TagsExtrinsic
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Add RecommendationAdd TagsView All Assigned TagsIntrinsic
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The first 6 months for Dylan’s team was challenging, but the past 6 months have been wonderful.
If Dylan wants to keep the team performing at this high level permanently, what is the key?
Hint: Which one minimizes risk?
See the ClearAction power guide: Projects & Processes.
See the ClearAction power guide: Projects & Processes.
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Increase perks
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Add RecommendationAdd TagsView All Assigned TagsPromote within
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Add RecommendationAdd TagsView All Assigned TagsAddress changes directly
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Add RecommendationAdd TagsView All Assigned TagsIncrease pay
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Although everyone was enthusiastic about their agreed-upon next steps after the CX journey workshop, nothing has happened in 2 months.
To achieve ROI on the workshop, which approach would be BEST?
Hint: Which one would revive the next steps?
See the ClearAction power guide: Governance.
See the ClearAction power guide: Governance.
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Calculate [gains – costs] ÷ costs
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Add RecommendationAdd TagsView All Assigned TagsADKAR
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Add RecommendationAdd TagsView All Assigned TagsRACI
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Add RecommendationAdd TagsView All Assigned TagsPDCA
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Bernie said: “We need to make sure this design is not tainted by our assumptions.”
So, your design research needs to include: _______.
Hint: Which choice tests Known Unknowns?
See the ClearAction power guide: Qualitative Research.
See the ClearAction power guide: Qualitative Research.
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Inductive techniques
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Add RecommendationAdd TagsView All Assigned TagsEthnography
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Add RecommendationAdd TagsView All Assigned TagsProjective techniques
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Add RecommendationAdd TagsView All Assigned TagsSERVQUAL
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One of the engineers asked Val what's the difference between journey management and journey mapping.
Val should say, "Journey management is _______".
Hint: Which one is about managing?
See the ClearAction power guide: Maps & Personas.
See the ClearAction power guide: Maps & Personas.
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Automated engagements personalized to a customer
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Add RecommendationAdd TagsView All Assigned TagsVersion control of your suite of journey maps
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Add RecommendationAdd TagsView All Assigned TagsUse of big data and predictive analytics to guide a customer toward a goal
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Add RecommendationAdd TagsView All Assigned TagsOngoing deployment of journey as designed
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Robbie notices that a VoC report points out "CX factors" as rating questions about steps in the customer journey.
Hint: Why is a diagonal pattern meaningful for correlation?
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
Customers rating the loyalty index mediocre rated a CX factor mediocre
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor high
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index low rated a CX factor low
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