Employee, partner, and customer experience leadership

Experience Leadership for Experts and Executives

Experts = keynoters, authors, award winners and judges, certified experience leaders, and seasoned executives.

Silos? Proving value? Cost pressure? Follow-through? Big wins?
Discover NEW approaches to rise above all these challenges in this experts’ masterclass.
Experience Leadership = influencing how your business is run in alignment to customers, employees, partners, and investors alike.

This is by far the best resource available on Experience Leadership. You don’t know what you don’t know! Try this.
Balakrishna MurthyBalakrishna Murthy, CCXP, Carrefour

Mini-lessons are perfect for extended staff meetings, lunch-n-learns, contests, gifts, etc.

20-Minute Mini-Lessons — click button to add to checkout cart

How do gold metrics affect all growth metrics and financial ratios?
How can we predict better ratings and financials?
How can we prioritize and permanently resolve CX/PX/EX issues?

“This course is certainly among the best CX content I’ve ever found.
It unites concepts and application. It’s a CXM system connected with business results.”

— Elaine Mazzon, PhoneTrack (Brazil)

20-Minute Mini-Lessons — click button to add to checkout cart

How can we accurately discover THEIR expectations?
How can we ensure voice of customers, partners, and employees reflects market truth?
How can our research reveal alignment, gaps, and priorities?
How can we maximize VoX engagement internally and externally?
It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the session energized, buzzing with multiple ways to up level our CXM.
Peter RushPeter Rush, FCXP, Senior Director, Customer Experience, Medecision

20-Minute Mini-Lessons — click button to add to checkout cart

How can we influence buy-in, engagement, and collaboration?
How can maps and personas guide non-customer-facing roles and touchpoint roles alike?
How can we influence decision-making of any personality type?
What are success factors for embracing disruptive innovation?
This is ideal for senior executives seeking to increase the strategic relevance and value of CX to their organization.
Peter RushPeter Rush, FCXP, Senior Director, Customer Experience, Medecision

20-Minute Mini-Lessons — click button to add to checkout cart

How can we minimize poor behavior and maximize follow-through?
What are best practices for influencing cross-organizational change?
How are experience leaders the best role for driving company-wide customer-centricity?
How can we guide senior leaders’ customer-centric management?
How can we increase employees’ customer-centricity?
What are best practices for customer-centric engagement internally and externally?
Lynn is a seasoned CX professional. She spoke to sound theory and powerful practical examples from her own experience that really help land the points on how to drive business results through customer experience programs.
Jacqueline MuellerJacqueline Mueller, CCXP, Senior Vice President, Client Insight, SMG

20-Minute Mini-Lessons — click button to add to checkout cart

How can we run our business in alignment to expectations of customers, employees, partners, and investors simultaneously?
How can CX/PX/EX roles and councils smooth silos?
How can we ensure ongoing CX differentiation?
What are success factors for strategic planning?
What are best practices for your holistic CX/PX/EX strategy and maturity roadmap?
Speaking from over 20 years of service in our industry, I can say that your expertise and wisdom and the experience of attending your trainings are all absolutely world class, and how deeply you care about the subject matter and your students is inspirational.
Karl Pena, Vice President of Support & Operations
11 mini-lessons: ROI + Leading Indicators + Outer Loop + Maps & Personas + Behavioral Science + Qualitative Research + VoX-Who & What & How + Design & Innovation + Influencing
11 mini-lessons: Change Management + Customer-Centricity + Customer-Aligned Leadership & Employees & Engagement + Accountability + CX=EX=PX=IX=$ + Governance + Strategic Analysis + Strategic Planning + CX/PX/EX Strategy
The course material is truly a wealth of knowledge. I feel more confident and equipped. Your expertise, dedication, and passion for CX certainly made a significant impact on my learning experience.
Imran Ahmed, CCXP, VP, Head of Customer Insights & Research, Riyad Bank