Experience Leadership Mastery

Leadership influences everything
Management controls some things

for CS, CX, EX, PX & Marketing influence: walking the talk

customer experience training mastery

Customer experience training = e-consulting

Gain skills to rapidly get companywide engagement, reduce silos, prove indisputable ROI, and become indispensable to corporate strategy. Influencing this is called Experience Leadership. As collectors of experience insights, these are vital skills for every manager in customer experience, employee experience, partner experience, marketing, customer success, and customer service.

Experience Leadership Goals

Super-rare advice, like big-5 consulting

. . . and even better: it’s quick, affordable, and from the trenches.
This advice shaped culture with enduring trust, efficiency, and growth.
It fast-tracked CX maturity and reduced silos companywide.
It’s self-paced and remotely facilitated e-consulting.

Experience Leadership Mastery is the perfect way
to start
, gently course-correct, or pivot experience management.
It allows everyone to get in-sync, from interns to experts and execs.

Double the ROI of all your efforts and future learning:

MaryAnn Monroe

I highly recommend ClearAction! You’ll sharpen your focus with actionable insights and tools you can apply on the job the next day!

MaryAnn Monroe, CCXP, Maximus
Aaron Mosby

Thanks for your guidance and prep. I highly recommend ClearAction to anyone seeking to understand CX.

Aaron Mosby, CCXP, TTEC Digital
Kenneth Hampton

ClearAction brings expert level insights to customer experience practices. Lynn Hunsaker’s competence in CX is unmatched.

Kenneth Hampton, Acceptance Insurance
Balakrishna Murthy

Time well invested. Get introduced to Strategic Impact practices so we evolve from the past practices. Highly recommended.

Balakrishna Murthy, CCXP, Carrefour
Gloria Gupta

Always grounded in deep experience, knowledge of CX best practices, and industry network!

Gloria Gupta, FCXP, American Medical Association
Tatiana Yakovenko

Une riche ressource claire et précise au sujet de gestion de l’expérience client, le contenu que je n’ai pas trouvé ailleurs. 

Tatiana Yakovenko, UX Design Specialist
James Dodkins

ClearAction calmly and concisely communicates ideas in ways that stick in your brain and make you look at the work you’re doing in different ways.

James Dodkins, Pegasystems
Clare Muscutt

Plenty of actionable takeaways! Always a pleasure.

Clare Muscutt, Women in CX
Sonia Zavala

Súper bien, ella siempre está disponible y brinda una orientación completa para el entendimiento de los cursos.

Sonia Zavales, CCXP, GXpriencias!
Rolu Adebola

ClearAction is a trail-blazer and an impactful leader in the development of the CX practice globally.

Rolu Adebola, Diversiboard
Jenna Harwood Pepers

Grateful to ClearAction mentorship. I will certainly continue to use this knowledge throughout my career.

Jenna Harwood-Pepers, CCXP, PointClickCare
Tatiana Yakovenko

Très utile et pratique, aider les organisations à passer à un niveau supérieur.

Tatiana Yakovenko, UX Design Specialist
Rick Malsch

Thanks for a great resource to advance my skills in the CX profession.

Rick Malsch
Tatiana Ramirez

Worth every minute and dollar invested! If you’re looking to establish, operationalize CX for results, look no further. Fully recommended!

Tatiana Ramirez, CCXP, InteractionCX
Elaine Mazzon

This is certainly among the best CX content I’ve ever found, uniting concepts and application. 

Elaine Mazzon, PhoneTrack

I highly recommend ClearAction’s Experience Leadership Mastery to up your CX game.

Mary Catherine Plunkett, CCXP, Autodesk

ClearAction has been recommended to everyone asking me how to pass the exam.

Shatha Balto, CCXP, My Clinic KSA
Bruce Liu

ClearAction is not just good for exams. It applies to the real work.

Bruce Liu, CCXP, Cognizant
Jenna Harwood Pepers

Thanks for great resources that made the exam questions feel very approachable and intuitive.

Jenna Harwood-Pepers, CCXP, PointClickCare
AnneMarie Jans

Thank you for sharing your excellent view and knowledge on CX and CXM.

AnneMarie Jans, Salta Group

ClearAction has been a valuable resource to me. You have unending knowledge.

Patty Soltis, CCXP, Moffit Cancer Center
Elaine Mazzon

This is a true proposal for a customer experience management system connected with business results.

Elaine Mazzon, PhoneTrack

These 5 competencies are tailored to each managerial level. This allows consistent skill-building across all your experience managers:

Metrics Customer Experience Training
Design Customer Experience Training
Culture Customer Experience Training
VoC Customer Experience Training
Strategy Customer Experience Training

Experience Leadership Mastery for everyone

customer, partner & employee experience excellence

Gain skills to rapidly get companywide engagement, reduce silos, prove indisputable ROI, and become indispensable to corporate strategy.
Automatic XM Excellence
means issue-free. It’s simplified CCXP scope. XM Maturity is like CCXP without CCXP details.
Experience Value Exchange and Experience Leaders Masterminds are rapid how-to guidance.
It’s super-rare wisdom for all experience management levels together for CX+PX+EX. It doubles ROI of all your efforts and future learning.

Course for All Managers

Foundations
For all experience managers

CX Course Intermediate

Intermediate
For seasoned XM managers
or 100% prep for certification

Experience Leadership Experts

Advanced
For VPs, authors, CCXPs, etc.

Experience Leadership C-Suite

C-Suite
Also for Board & CX Council

Senior Leaders Experience Leadership Mastery for Everyone
C-Suite Guide to CX Growth 3 highlights from Experts’ e-consulting in 2-hour interactive session
XM Council Strategic Impact Silo-smoothing emphasis similar to C-Suite format
Maturity Roadmap & Playbook Fast-track high performance via milestones and how-to templates and workshops
Measure Customer-Centricity Assessment on 8 scientifically proven success factors and action plan
C-Suite Guide to XM Growth
customer experience steering council
Maturity Roadmap Playbook
Advanced Experience Leadership Mastery for Everyone
Experience Value Exchange Ease of Business & Ease of Work competencies in 5-20 minute interactions
Experience Leadership for Experts & Execs Sophisticated add-ons to Experience Maturity e-consulting: earn CCXP Renewal Credits
Strategy Masterminds How-to templates in 90-minute live session for next-level advantages
CX Leader Mastermind CCO-level how-to template sessions remotely and in-person for 3 months
Mastermind Retreat CX leaders customize a specific playbook with 5-6 template session in 2 days
Coaching Present what you’re working on for real-time guidance
Experts customer experience training
customer experience training CCO
Intermediate Experience Leadership Mastery
Experience Value Exchange Ease of Business & Ease of Work competencies in 5-20 minute interactions
Experience Management Maturity Metrics, Design, Culture, VoC, Strategy for next-level strategic advantages
CCXP Exam Prep Metrics, Design, Culture, VoC, Strategy 100% CCXP prep + next-level advantages
Persona & Journey Map ROI How to lead journey orchestration, co-create persona and journey map w/change mgt
Strategy Mastermind How-to templates in 90-minute live session for next-level advantages
Coaching Present what you’re working on for real-time guidance
Experience Management Maturity Skills
CCXP Exam 100% Preparation
cjm customer experience training
Foundations Experience Leadership Mastery for Everyone
Experience Value Exchange Ease of Business & Ease of Work competencies in 5-20 minute interactions
Automatic Experience Excellence Lite version of CCXP course
Internal Influence Get more follow-through and intended outcomes with partners, colleagues, customers
Coaching Present what you’re working on for real-time guidance
all managers customer experience training
Customer Focus Communication
CX Coaching Topics

Experience Leadership Mastery overview and screenshots:

Customer Experience Training Choices

“Deep and clearly explained content, connecting customer and employee experience.
And real life scenarios to ground each aspect of the CX discipline!”

— Tatiana Ramirez, Instituto de Mercadeo Agropecuario (Panama)

  • It’s the key to buy-in, engagement, and ROI proof.

  • Making their goals yours grows your profitability.

  • Lifetime value mindset improves CS, CX, PX, and EX.

  • It engages everyone to minimize silos.

  • It doubles the value of touchpoints and XM.

Everyone should start with Experience Leadership — now!

experience leadership definition

Start here to maximize value in everything else

  • Ties your efforts to investors’ and executives’ language and goals
  • Drives strategic advantages in efficiency and engagement
  • Influences companywide performance standards
  • Inspires all expansions and streamlining
  • Leapfrogs what you hear from big consultancies and experts
  • Lays the foundation for higher performance in all you learn and do

You gain this wisdom easily

  • Short, flexible, minimal disruption
  • Affordable for everyone everywhere
  • Customized by managerial level
  • Practical templates and advice for your immediate use
  • Lifetime access to revisit online resources

Shift from value-rescuing to value-creating. Everything you do is doubly powerful with Experience Leadership focus.

This 5-part series sets you up with greater wisdom, such as:

  • Metrics:
    • How leading and lagging indicators work together
    • How all metrics follow a hierarchy of value and cause-and-effect
    • Plus much more
  • Design:
    • Discover high-value opportunities
    • Design effectiveness, improve efficiency
    • Resolve instances of issues
    • Stop prevalent issues
    • Prevent issue occurrence for both internal and external customers (and partners and employee experience)
    • Plus much more
  • Culture:
    • How to engage leaders and facilitate work group collaboration
    • How to inspire employees and instill accountability
    • How people trust us (4 dimensions)
    • How to toggle across 8 partnering modes
    • Formal change management toward initiative outcomes
    • Plus much more
  • VoX:
    • How to capitalize on almost-free VoX (voice of customer/employee/partner)
    • Tailor findings for every work group
    • How and who to ask in Expectations VoX and Realities VoX
    • How to use insights to engage every work group in doing their part to align to customers’ priorities and prosperity
    • Plus much more
  • Strategy:
    • How to align XM strategy with corporate strategy, values, and branding
    • How to create a maturity roadmap and governance
    • Relationship-strengthening customer engagement
    • Plus much more

You learn how to boost CXM ROI substantially.
It significantly increases your performance in every aspect of your CX career.

Choose self-paced and/or live remote/onsite. Send a note to Success at ClearAction.com.
Let’s tailor anything ClearAction talks about to your situation.

Customer Experience Training for CCXP & Advanced Professionals

CCXP: Customer experience certification

“I’ve been through 4 modules so far and your materials are really excellent!!! I love it.
What I like most is the additional support questions in the quiz to help you understand the perspective.
I just wish I would have used it before.”

— Bruce Liu, Cognizant (Hong Kong)

“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.
Thank you very much for your attention and interaction throughout the process.”

— Elaine Mazzon, PhoneTrack (Brazil)

“I am so thankful for your support and endless help during my CCXP journey!”
— Raneem Al Deejain, CCXP, My Clinic KSA (Saudi Arabia)

“The ClearAction course enabled me to bring all my CX knowledge together
and study at my own pace, so that I was ready to take the exam when I was ready.”

— Laurence Fox, CCXP, SHAPE Australia

CCXP
  • Makes the exam intuitive

  • 1 topic or 5 topics

  • 8 to 15 hours

  • Instructor feedback

  • Self-paced or live

  • En línea a su propio ritmo

  • Tema único o todos los tema
  • À votre rythme ou en direct
  • Un module ou tous les sujets

“It was definitely a cornerstone for achieving the CCXP.
Fully recommended!!!”

— Tatiana Ramirez, CCXP, Instituto de Mercadeo Agropecuario (Panama)

“Thank you, Lynn, for the course and the guidance provided! Very helpful indeed!”
Grace Loh, Cisco (Singapore)

“Thank you, ClearAction. It was a great course.
I appreciate all your support.
Wonderful material and great trainer.”

Suhaib Jaber, PWC (Jordan)

“This was such a helpful course, and I’m excited to use it!!”
Davianne Florea, CCXP, Christian Care Ministry (US)

“Thank you very much for the valuable information
and feedback on the Topic Mastery scenarios during the course!”

— Silke Wiesel, PhD, CCXP, Chiesi Group (Austria)

Experience Leadership Mastery for everyone

customer, partner & employee experience excellence

Get your whole department on the same page! Cross-pollinate!
Live or self-paced sessions mix participants from all 3 levels, with online resources tailored to each level.

customer experience skills for all managers

Foundations
For all experience managers

Intermediate customer experience training

Intermediate
For seasoned XM managers
100% prep for certification

Experts' Experience Leadership

Advanced
For VPs, authors, CCXPs, etc.

$400 live
$300 self-paced
50-60 minutes per topic
10 true-false per topic

or request timing

more info

$550 for 5 topics
$110 for 1 topic
90-100 minutes per topic
sophisticated extras

or request timing

more info

“I left the session energized, buzzing with multiple ways to up-level our CX performance.”
— 
Peter Rush, Senior Director of Customer Experience, Medecision

“The experts’ resources are an absolute must – especially as we face the challenges of the post-Covid, ‘New Now’.”
— Victoria Matthews, CCXP, SEMA4

“I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples.”
— Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

Customer experience training for everyone

  • Customer, employee, partner experience

  • Metrics, Design, Culture, VoC, Strategy

  • Self-paced or live

  • 10 true-false per topic
  • 6 A’s of XM ROI

  • Root causes personas

  • Root causes journey

  • Driving momentum

  • Influence collaboration

  • Drive intended outcomes

  • 5 min. videos: apply to job

  • Self-paced or live

  • Influence collaboration

  • Drive intended outcomes

  • Self-paced

  • CCXP Renewal Credits

Our customer experience training is for partner & employee experience, too

Download these summaries to see how almost-automatic experience excellence can be built by your CX, CS, EX, PX, and Marketing teams!

All of our blog topics can be taught in coaching, remote or live sessions or application workshops.

Requests? Send a note to Success at ClearAction.com

“The customer experience management role is exciting, dynamic and complex.
It requires many skills and competencies.
ClearAction’s expert knowledge ensures no important detail gets left behind.
They share their years of experience in clear, concise, compelling and useful ways.”

— Desirree Madison-Biggs, CCXP

Assess your individual and organizational skill maturity

CX Skill Assessment

ClearAction: engage everyone in walking the talk

This is e-consulting . . . far more value than “training”. It’s high-powered super-rare advice.

In place of an expensive consult, we avoid invoice rigmarole and give you super-affordable immediate access to e-consulting.

It saves your time, continuity, and resources. It boosts your influence, reputation, efficiency, capabilities, and growth!

The Value Exchange is your game-changing learning community

Get real-time solutions 24×7 for your whole team

  • Engage everyone in walking the talk for CS, CX, EX and PX excellence
  • Elevate CS, CX, EX, PX & Marketing for scalability and higher ROI
  • On-the-go resources for every job level and learning style
  • Influence accountability → alignment → agility
    • Trust-building = accountability (ease of work):
      Respecting Interdependencies + Consistency to Intentions
    • Silo-smoothing = alignment (ease of work + business):
      Lifetime Value Mindset + Aligned Motivations
    • Nimbleness = agility (ease of business):
      Enterprise-wide Use of Insights + Customer-centered Action

“ClearAction Value Exchange is a knowledge-building, knowledge-sharing, like-minded place to go.
The most unique thing is the way it’s curated in a personalized way.”

— SVP Learning Solutions

“My goal is to make sure managers who aren’t directly speaking to customers to realize the impact they have on customers.
We’ve saved customers time and money, and grown our business.”
— VP Sales & Client Relations

“This is a fast way to learn.
We have some say over topics that are relevant to us,

with companies that are ready and willing to help solve.
It’s a huge win for us.”

— VP Marketing Operations

“The Value Exchange has best practices to earn the right
to customers’ business and growing it by adding value.”

— VP Sales & Client Relations

“I would definitely recommend the Experience Value Exchange
because it is a treasure trove of tried-and-true practices.”

— SVP Client Relations

“There are templates, podcasts, exercises, and a network of people
you can ask ‘how did you do this?’ or ‘what did you struggle with?’”

— VP Sales & Client Relations

“The Solve-Space™ helped me frame a tough situation to my staff,
and to tap other employees to help,
resolve pushback, and make it successful.”

— Customer Engagement Manager

“This is a breakthrough to be able to do things
in small bites, 5-40 minutes.”

— VP Marketing Operations

“The Solve-Spaces are quick.
They ask you some pointed questions
and then gives you suggestions
for taking a solution back to your teams.”

— Chief Customer Officer

“It gives you an opportunity to interact with other members.
You know you’re talking to people just like you
trying to solve similar problems,
trying to give and gain as much as you are.”

— SVP Learning Solutions

“It’s neat to be able to see just what’s tailored to me.”
— Marketing Director

“In daily work it’s easy to stay in the same mindset.
Solve-Spaces™ help me think about how I can
think and communicate differently.”

— Customer Experience Manager

customer experience leadership

Customer-centered cross-functional teamwork is the secret
to organic, sustainable profitability and revenue growth.

CX Training for Everyone

Intermediate Experts Executives
Value Exchange Value Exchange Exec Guide
Customer-Focus Experience Leadership Masterminds
Journey Map Integrating Value Exchange
CX 101 / MO Templates Assessments
Coaching Coaching Coaching

We’re grateful to groups from these brands as ClearAction customers:

Experience Leadership Customers