Pro Tips for Your Success

Self-Paced Study

Strategy for time management, quizzes, and focus for top success

🔒

Pass the Exam

Preview of the exam, advice for exam questions, application form, and exam day

🔒

My Quiz Scores

See all your quiz scores in 1 place

🔒

Metrics: 1 Return on Investment

Lifetime Value

Return on Investment means the new situation is better than the prior situation. 6.5 minutes

🔒

Growth & Scores

Growth follows a natural hierarchy of causes and effects. 6.5 minutes

🔒

ROI Quiz

Test your understanding of experience metrics

🔒

Metrics: 2 Analytics

Cause & Effect

Focus on the root cause of what effects what. 4 minutes

🔒

Data-Mining

Mine your data to inspire actions with maximum benefits. 2 minutes

🔒

Multivariate Analysis

Multivariate is a fancy word for looking at 2+ things together. 7 minutes

🔒

Analytics Quiz

10 questions about cause-and-effect pattern discovery

🔒

Metrics: 3 Market Truth

Statistical Significance

Ensure your findings accurately reflect what's happening in the market. 5 minutes

🔒

Validity

Bias means you don't know which part of your data is true. 6.5 minutes

🔒

00:04:00

Benchmarking

Benchmarking's purpose is to cross-pollinate wisdom. 4 minutes

00:04:00

🔒

Market Truth Quiz

10 questions about statistical accuracy

🔒

Metrics: 4 Bonuses

00:17:00

Recipe for CX Improvement

Steps to permanently resolve prevalent issues. 19 minutes

00:17:00

🔒

Bonuses Quiz

10 questions about rewarding employees for value creation

🔒

Metrics Topic Mastery

3 scenarios test your reasoning for real-life use of Metrics key points

🔒

00:10:00

Metrics Module Without Audio

Just the slides for your review

00:10:00

🔒

Insights: 1 Experience Voice

01:15:00

VoC & Customer Understanding

Who/What/How to ask, VoC maturity, visual presentation. 73 minutes

01:15:00

🔒

Experience Voice Quiz

10 questions about data collection best practices

🔒

Managing Insights Quiz

10 questions about using customer intelligence in business

🔒

Insights: 2 Qualitative Research

00:31:00

Learning About ROI Opportunities

Qualitative research, behavioral science, and design tools. 30 minutes

00:31:00

🔒

Qualitative Research Quiz

10 questions about exploratory research

🔒

Design Tools Quiz

10 questions about behavioral science and exercises for design

🔒

Insights Topic Mastery

3 scenarios test your reasoning for real-life use of Insights key points

🔒

00:10:00

Insights Module Without Audio

Just some slides for your review

00:10:00

🔒

Design: 1 Design & Innovation

00:23:00

Recipes for Design & Innovation

Steps and success factors for design and innovation. 22 minutes

00:23:00

🔒

Design Quiz

10 questions about human-centered design success factors

🔒

00:10:00

Design Module Without Audio

Just the slides for review

00:10:00

🔒

Design: 2 Managing Experiences

00:33:00

Managing Experiences

Maps, processes, projects, and service recovery, design, and quality. 32 minutes

00:33:00

🔒

Maps & Personas Quiz

10 questions about experience management maps and personas

🔒

Projects & Processes Quiz

10 questions about managing projects and processes

🔒

Quality & Recovery Quiz

10 questions about service recovery and service quality

🔒

Design Topic Mastery

3 scenarios test your reasoning for real-life use of Design key points

🔒

Culture

00:42:00

Customer-Centric Culture

Customer-centric leadership, employees, and management. 40 minutes

00:42:00

🔒

Aligned Leadership Quiz

10 questions about top-down customer-centricity: walk the talk

🔒

Aligned Engagement Quiz

10 questions about employee engagement and customer engagement

🔒

Influencing Quiz

10 questions about generating self-motivation in others

🔒

Accountability Quiz

10 questions about guiding follow-through

🔒

Culture Topic Mastery

3 scenarios test your reasoning for real-life use of Culture key points

🔒

00:10:00

Culture Module Without Audio

Just some slides for your review

00:10:00

🔒

Strategy: 1 Experience Strategy

00:07:00

Experience Strategy

Value-rescuing, 8 building blocks, CX EX PX hierarchy, strategy template. 7 minutes

00:07:00

🔒

00:03:00

Experience Maturity

Focus on tiers 4 and 5, maturity roadmap. 3 minutes

00:03:00

🔒

00:06:00

Strategy Scope

Roles, buy-in, jobs-to-be-done, 4 cost decisions, 7x7 self-assessment. 6 minutes

00:06:00

🔒

Strategy Quiz

10 questions about strategy for customer-centered management

🔒

Strategy: 2 Governance

00:06:00

Team Sport

Precedents, your actual team, futbol/soccer, 7x7 alignment, value ringleader. 6 minutes

00:06:00

🔒

00:05:00

Organization

CX Leader, Board, C-Suite, CX Council, CX Champions, VoX and 7x7 teams, budget. 5 minutes

00:05:00

🔒

00:06:00

Coordination

Control vs influence, lingo, internal marketing, North Star, execution silos, 4 Cs. 6 minutes

00:06:00

🔒

Governance Quiz

10 questions about infrastructure to deploy experience strategy

🔒

Strategy: 3 Strategic Planning

00:06:00

Strategic Purpose

Vision, strategy, tactics, brand promise, charter, business plan, portfolio. 6 minutes

00:06:00

🔒

00:08:00

Strategic Ecosystem

Inter-dependencies, rituals, hierarchy, leading vs lagging. 8 minutes

00:08:00

🔒

00:02:00

Strategic Reviews

QBR, EBR, Sales QBR, Ops Review. 2 minutes

00:02:00

🔒

Strategic Planning Quiz

10 questions about guiding the future of experience management

🔒

Strategy: 4 Strategic Analysis

00:05:00

Industry Analysis

5 Cs, PESTLE, STEEPLE, Porter's 5 forces, competitive moats. 5 minutes

00:05:00

🔒

00:05:00

Enterprise Analysis

Iron triangle, triple constraints, value chain vs stream, SWOT, balanced scorecard. 5 minutes

00:05:00

🔒

00:02:00

Experience Management Analysis

Evaluating your experience leadership deployment opportunties. 2 minutes

00:02:00

🔒

Strategic Analysis Quiz

10 questions about evaluating forces on your industry and enterprise

🔒

Strategy Topic Mastery

3 scenarios test your reasoning for real-life use of Strategy key points

🔒

Practice Exams

01:30:00

Practice Exam 1

100 questions organized by Power Guides to focus your study

01:30:00

🔒

Practice Exam 2

100 questions with score report similar to the CCXP exam

🔒

CCXP Video Lessons

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Pro Tips for Your Success

Self-Paced Study

Strategy for time management, quizzes, and focus for top success

🔒

Pass the Exam

Preview of the exam, advice for exam questions, application form, and exam day

🔒

My Quiz Scores

See all your quiz scores in 1 place

🔒

Metrics: 1 Return on Investment

Lifetime Value

Return on Investment means the new situation is better than the prior situation. 6.5 minutes

🔒

Growth & Scores

Growth follows a natural hierarchy of causes and effects. 6.5 minutes

🔒

ROI Quiz

Test your understanding of experience metrics

🔒

Metrics: 2 Analytics

Cause & Effect

Focus on the root cause of what effects what. 4 minutes

🔒

Data-Mining

Mine your data to inspire actions with maximum benefits. 2 minutes

🔒

Multivariate Analysis

Multivariate is a fancy word for looking at 2+ things together. 7 minutes

🔒

Analytics Quiz

10 questions about cause-and-effect pattern discovery

🔒

Metrics: 3 Market Truth

Statistical Significance

Ensure your findings accurately reflect what's happening in the market. 5 minutes

🔒

Validity

Bias means you don't know which part of your data is true. 6.5 minutes

🔒

00:04:00

Benchmarking

Benchmarking's purpose is to cross-pollinate wisdom. 4 minutes

00:04:00

🔒

Market Truth Quiz

10 questions about statistical accuracy

🔒

Metrics: 4 Bonuses

00:17:00

Recipe for CX Improvement

Steps to permanently resolve prevalent issues. 19 minutes

00:17:00

🔒

Bonuses Quiz

10 questions about rewarding employees for value creation

🔒

Metrics Topic Mastery

3 scenarios test your reasoning for real-life use of Metrics key points

🔒

00:10:00

Metrics Module Without Audio

Just the slides for your review

00:10:00

🔒

Insights: 1 Experience Voice

01:15:00

VoC & Customer Understanding

Who/What/How to ask, VoC maturity, visual presentation. 73 minutes

01:15:00

🔒

Experience Voice Quiz

10 questions about data collection best practices

🔒

Managing Insights Quiz

10 questions about using customer intelligence in business

🔒

Insights: 2 Qualitative Research

00:31:00

Learning About ROI Opportunities

Qualitative research, behavioral science, and design tools. 30 minutes

00:31:00

🔒

Qualitative Research Quiz

10 questions about exploratory research

🔒

Design Tools Quiz

10 questions about behavioral science and exercises for design

🔒

Insights Topic Mastery

3 scenarios test your reasoning for real-life use of Insights key points

🔒

00:10:00

Insights Module Without Audio

Just some slides for your review

00:10:00

🔒

Design: 1 Design & Innovation

00:23:00

Recipes for Design & Innovation

Steps and success factors for design and innovation. 22 minutes

00:23:00

🔒

Design Quiz

10 questions about human-centered design success factors

🔒

00:10:00

Design Module Without Audio

Just the slides for review

00:10:00

🔒

Design: 2 Managing Experiences

00:33:00

Managing Experiences

Maps, processes, projects, and service recovery, design, and quality. 32 minutes

00:33:00

🔒

Maps & Personas Quiz

10 questions about experience management maps and personas

🔒

Projects & Processes Quiz

10 questions about managing projects and processes

🔒

Quality & Recovery Quiz

10 questions about service recovery and service quality

🔒

Design Topic Mastery

3 scenarios test your reasoning for real-life use of Design key points

🔒

Culture

00:42:00

Customer-Centric Culture

Customer-centric leadership, employees, and management. 40 minutes

00:42:00

🔒

Aligned Leadership Quiz

10 questions about top-down customer-centricity: walk the talk

🔒

Aligned Engagement Quiz

10 questions about employee engagement and customer engagement

🔒

Influencing Quiz

10 questions about generating self-motivation in others

🔒

Accountability Quiz

10 questions about guiding follow-through

🔒

Culture Topic Mastery

3 scenarios test your reasoning for real-life use of Culture key points

🔒

00:10:00

Culture Module Without Audio

Just some slides for your review

00:10:00

🔒

Strategy: 1 Experience Strategy

00:07:00

Experience Strategy

Value-rescuing, 8 building blocks, CX EX PX hierarchy, strategy template. 7 minutes

00:07:00

🔒

00:03:00

Experience Maturity

Focus on tiers 4 and 5, maturity roadmap. 3 minutes

00:03:00

🔒

00:06:00

Strategy Scope

Roles, buy-in, jobs-to-be-done, 4 cost decisions, 7x7 self-assessment. 6 minutes

00:06:00

🔒

Strategy Quiz

10 questions about strategy for customer-centered management

🔒

Strategy: 2 Governance

00:06:00

Team Sport

Precedents, your actual team, futbol/soccer, 7x7 alignment, value ringleader. 6 minutes

00:06:00

🔒

00:05:00

Organization

CX Leader, Board, C-Suite, CX Council, CX Champions, VoX and 7x7 teams, budget. 5 minutes

00:05:00

🔒

00:06:00

Coordination

Control vs influence, lingo, internal marketing, North Star, execution silos, 4 Cs. 6 minutes

00:06:00

🔒

Governance Quiz

10 questions about infrastructure to deploy experience strategy

🔒

Strategy: 3 Strategic Planning

00:06:00

Strategic Purpose

Vision, strategy, tactics, brand promise, charter, business plan, portfolio. 6 minutes

00:06:00

🔒

00:08:00

Strategic Ecosystem

Inter-dependencies, rituals, hierarchy, leading vs lagging. 8 minutes

00:08:00

🔒

00:02:00

Strategic Reviews

QBR, EBR, Sales QBR, Ops Review. 2 minutes

00:02:00

🔒

Strategic Planning Quiz

10 questions about guiding the future of experience management

🔒

Strategy: 4 Strategic Analysis

00:05:00

Industry Analysis

5 Cs, PESTLE, STEEPLE, Porter's 5 forces, competitive moats. 5 minutes

00:05:00

🔒

00:05:00

Enterprise Analysis

Iron triangle, triple constraints, value chain vs stream, SWOT, balanced scorecard. 5 minutes

00:05:00

🔒

00:02:00

Experience Management Analysis

Evaluating your experience leadership deployment opportunties. 2 minutes

00:02:00

🔒

Strategic Analysis Quiz

10 questions about evaluating forces on your industry and enterprise

🔒

Strategy Topic Mastery

3 scenarios test your reasoning for real-life use of Strategy key points

🔒

Practice Exams

01:30:00

Practice Exam 1

100 questions organized by Power Guides to focus your study

01:30:00

🔒

Practice Exam 2

100 questions with score report similar to the CCXP exam

🔒

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Lynn ClearAction Admin

Hi, I'm Lynn! In Strategic Planning as VoC Manager, and as Head of Corporate Quality & CX, I led CX alignment across all functional areas. DM "ClearAction" in the Forum or at https://linkedin.com/in/lynnhunsaker

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