These are the video lessons that helped hundreds of CCXPs for 11 years!
These video lessons were upgraded and recorded since 2021.
We’re re-recording these modules to new Power Guide format. The main difference is simply video length.
In the meantime, please use these lessons to prepare for your quizzes.
Pro tip: to save time, use the Module Without Audio version first.
00:07:00 
What is Experience?
More accurate, simple definition that's universal to employee experience, too
00:10:00
CXM Priorities
Jobs-to-be-Done
00:05:00
CXM Value
CXM annuities are the best way to get buy-in
00:13:00
CXM Maturity
Start at the top on Day One, or you'll never get to CXM maturity
00:36:00
Return on Investment
Leading indicators and metrics equations
00:24:00
Improving Prosperity
For Bonuses Quiz: How to drive action to drive a RETURN (for ROI)
00:38:00
Understanding Customers
Multivariate analyses, predictive analytics, statistical analysis or market truth
00:10:00
Metrics Module Without Audio
Do you have a key takeaway? — What’s an example from your [...]
01:15:00
VoC & Customer Understanding
Do you have a key takeaway? — What’s an example from your [...]
00:10:00
Insights Module Without Audio
Do you have a key takeaway? — What’s an example from your [...]
00:31:00
Learning About ROI Opportunities
Qualitative research methods
00:23:00
Recipes for Design & Innovation
Steps and success factors for (1) CX Design and (2) CX Innovation
00:33:00
Managing Experiences
Processes, Projects, Service Recovery, Service Design, Service Quality, and how to prevent mis-steps...
00:17:00
Recipe for CX Improvement
Steps and success factors to permanently resolve prevalent issues
00:10:00
Design Module Without Audio
Do you have a key takeaway? — What’s an example from your [...]
00:42:00
Customer-Centric Culture
Do you have a key takeaway? — What’s an example from your [...]
00:10:00
Culture Module Without Audio
Do you have a key takeaway? — What’s an example from your [...]
00:42:00
Operationalized CXM Strategy
Do you have a key takeaway? — What’s an example from your [...]
00:10:00
Strategy Module Without Audio
Do you have a key takeaway? — What’s an example from your [...]
