Growth Guide for Boards & C-Suite

Customer, partner & employee experience

C-Suite Customer Experience

C-Suite customer experience course for organic growth

Live course for CEO’s direct reports and board members, with online resources.

To guide the C-Suite’s leadership of world-class customer experience (CX) growth strategy, this course highlights the myths of commonly practiced best-practices and lays out the how-to behind CX ultimate-practices™. It extends equally well to employee experience and partner experience as growth levers.

This body of knowledge raises executives’ understanding CX performance as pivotal to organic revenue and profitability growth that exceeds industry norms. Emphasis is on the crucial role of non-customer-facing groups for profitable CX excellence.

It’s exciting to see such engagement among our key leaders to drive customer first philosophy and customer experience performance. I’m ecstatic that all our executives are clearly aligned for applying this in our various countries through this food for thought. At the end of this session, there is genuine excitement among our core people for driving service excellence standards.

Group Chief Experience Officer

This course is delivered live, online in one 3-hour course, or three 90-minute segments, or any combination of topics and length you prefer.

  1. Customer Experience Leadership
    • Business Sense & Prioritization
    • Customer Management Roles
    • Customer Experience ROI Model
  2. Customer Experience ROI
    • Core-Growth Customers
    • Leading-Indicator Dashboard
    • Rewarding Seamless Customer Experience
  3. Customer Experience Growth
    • Trust-Building
    • Raising Returns on CX Resolution
    • Igniting CX-Inspired Innovation
$700.00 – Engage Your Execs

Let us know: business goal, number of participants, job levels, Experience Leadership course topic familiarity, location(s), and timing. Call +1 408 687 9700 or send an email today.

  • Build common language, shared vision, and collective capability
  • Tailor examples and examples to your industry and company
  • Gauge your knowledge via topic exploration, topic mastery, and quiz games

What participants are saying about our Advanced Experience Leadership course

“Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.

“I left the class energized, buzzing with multiple ways to up level our CX programs.

“This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.

“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.

“This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.

Frequently Asked Questions

  • Up to 30 executives in each training session
  • Small group topic mastery exercise and debriefing in each session
  • Workbook for note-taking with topic exploration and application questions for every presentation slide
    • Topic exploration questions connect to situations the participants have experienced earlier in life
    • Topic application questions encourage participants to put learning into immediate use
    • Topic mastery questions are true-life scenarios for participants to use learnings to solve a challenge
  • Individual access to readings, self-paced online recorded course, and application exercises
    • Recordings are 30-45 minute concise versions of the live class sessions
    • Outline with thumbnail images of presentation slides makes it easy to revisit specific topics
    • Subtitles are useful for English as a second language
  • Plus train-the-trainer session with business unit CX leaders, for in-house training of further managerial levels
  • Limited time license to the course materials
$700.00 – Engage Your Execs

Customer + Employee + Partner Experience

3 levels of impact: touchpoints –> management –> leadership

Experience TouchpointsExperience ManagementExperience Leadership
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success		The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations.Company-wide alignment to core stakeholders’ expectations.
How can they help our brand right now?

guidance and programs to prevent churn and drive renewals, upsells and cross-sells for revenue growth

How can they help our brand now and in the future?

interaction-based, programmatic, engaging stakeholders as brand allies for revenue growth

How can we aid their goals?

most profitable and scalable: culture-based, strategic, engaging stakeholders to prevent issues, embedding magnetic attraction for lifetime value growth

$700.00 – Engage Your Execs

Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

customer experience ROI

Recognized Training Provider

$700.00 – Engage Your Execs

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the Experience Leadership course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Events Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Sun, 22 May 2022 10:33:31 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.3 CCXP Exam MasterClass https://clearaction.com/event/ccxp-exam-masterclass/ Tue, 24 May 2022 03:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32522 CCXP Exam MasterClass Lynn Hunsaker

Self-paced or live: Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney. Signup for one class or any combination of dates that work best for you. Participant Quote: "I loved this insightful and practical course. Takes CXM from theory to action. The Topic Mastery approach helps dive deep into each CCXP competency. Worth every cent. Fully recommended!" — Tatiana Ramirez, Marketing Director, Instituto de Mercadeo Agropecuario

The post CCXP Exam MasterClass appeared first on Experience Leadership.

]]> CCXP Exam MasterClass Lynn Hunsaker

CCXP Exam MasterClass elevates your mastery of the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney

May 23/24 — Operationalized Strategy

June 6/7 — Metrics & Analytics

June 13/14 — Improvement & Design

June 20/21 — Culture & Accountability

June 27/28 — VoC & Intelligence

These topics rotate continuously. Start any week!

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

With this course, you do not need any other books, videos, or quizzes to succeed in the CCXP exam. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Experience Leadership class is available in live online classes or on-demand self-paced online training.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     OTE Group     Cisco     Juniper Networks     Herbalife

This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.

Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

The course was extremely helpful. I felt that your instruction was spot on.

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.

Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

I’m happy to give credit to the prep course for ‘pushing me over the top’ in passing the CCXP exam today.

I’ve recommended ClearAction CCXP training to many others. Thanks again!

Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Thank you for all your help with the CCXP and other useful information about customer experience. Much appreciated!

Somesh Chablani, CCXPSomesh Chablani, CCXP, Global Head of Digital Transformation Sales, FIS

Great course, Lynn! It definitely helped me earn my CCXP credential.

Roberta O'Keith CCXPRoberta O'Keith, CCXP, Customer Experience Leader, Murphy-Hoffman

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Events Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Sun, 22 May 2022 10:33:31 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.3 CCXP Exam MasterClass https://clearaction.com/event/ccxp-exam-masterclass/ Tue, 24 May 2022 03:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32522 CCXP Exam MasterClass Lynn Hunsaker

Self-paced or live: Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney. Signup for one class or any combination of dates that work best for you. Participant Quote: "I loved this insightful and practical course. Takes CXM from theory to action. The Topic Mastery approach helps dive deep into each CCXP competency. Worth every cent. Fully recommended!" — Tatiana Ramirez, Marketing Director, Instituto de Mercadeo Agropecuario

The post CCXP Exam MasterClass appeared first on Experience Leadership.

]]> CCXP Exam MasterClass Lynn Hunsaker

CCXP Exam MasterClass elevates your mastery of the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney

May 23/24 — Operationalized Strategy

June 6/7 — Metrics & Analytics

June 13/14 — Improvement & Design

June 20/21 — Culture & Accountability

June 27/28 — VoC & Intelligence

These topics rotate continuously. Start any week!

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

With this course, you do not need any other books, videos, or quizzes to succeed in the CCXP exam. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Experience Leadership class is available in live online classes or on-demand self-paced online training.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     OTE Group     Cisco     Juniper Networks     Herbalife

This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.

Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

The course was extremely helpful. I felt that your instruction was spot on.

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.

Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

I’m happy to give credit to the prep course for ‘pushing me over the top’ in passing the CCXP exam today.

I’ve recommended ClearAction CCXP training to many others. Thanks again!

Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Thank you for all your help with the CCXP and other useful information about customer experience. Much appreciated!

Somesh Chablani, CCXPSomesh Chablani, CCXP, Global Head of Digital Transformation Sales, FIS

Great course, Lynn! It definitely helped me earn my CCXP credential.

Roberta O'Keith CCXPRoberta O'Keith, CCXP, Customer Experience Leader, Murphy-Hoffman

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Get Your CCXP Exam MasterClass
This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!
Heather YoungerHeather Younger, CCXP
Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Frequently Asked Questions

Books give you interesting examples, but fall far short of covering the CCXP exam blueprint. Practice questions get you in the multiple-choice mindset, but fall far short of mastering the topics for on-the-job use. Other classes take lots of time away from your routines.

You’ll get far more in less time, effort, and cost through this course than you will from any other study approach. Why? By design: conciseness respects precious time. Thoroughness sets you up for superior success far beyond an exam. Low cost makes this available to everyone.

You’re benefitting from hundreds of classes taught, and how that influenced the instructor’s wisdom in extensive reorganization of content flow, slide content, explanations, exercises, and individual feedback to you.

Your instructor is not only a seasoned leader of significant company-wide customer experience improvement across a 15-year span, but also a seasoned university instructor and executive instructor across another 15-year span.

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

Get everything you need to pass the CCXP exam
Save time: the fastest way to truly learn CXPA’s CXM body of knowledge
Recently updated resources meet all new requirements
People from 50+ countries have benefited from this course
Designed by a real CX leader, Lynn Hunsaker, CCXP, RTP
Volume discount for 5 or more participants from your firm: use checkout code = 5ormore
Get a 15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam

Optional extras include:

  • Free instructor feedback on scenario exercises
  • Experience Leadership Topic Mastery certificate and social media badge
  • CCXP Exam Preparation book (Bartlett; PDF)
  • Weekly study groups led by instructor Lynn Hunsaker, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration:
7-Day Guarantee

Get Your CCXP Exam MasterClass
This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.
Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health
  • Metrics & Analytics = CXPA’s Metrics, Measurement & ROI
  • Improvement & Design = CXPA’s Design, Implementation & Innovation
  • Culture & Accountability = CXPA’s Culture & Accountability
  • VoC & Intelligence = CXPA’s Customer Insights & Understanding
  • Operationalized Strategy = CXPA’s Customer Experience Strategy

  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy

Highlight what you want to remember:
CCXP Class

Go directly to any page:
CCXP Training

Take notes in your pre-class workbook and in-class workbook:
CCXP certification

Improve recall and application through exercises on every page:
CCXP exam

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Download Your CCXP Class Now
The Clear Action course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.
Vice President of Customer Experience

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min) = CCXP Metrics, Measurement & ROI
  • Improvement & Design: 1.4 hours (23 min + 60 min) = CCXP Design, Implementation & Innovation
  • Culture & Accountability: 1.4 hours (37 min + 46 min) = CCXP Culture & Accountability
  • VoC & Intelligence: 1.6 hours (44 min + 49 min) = CCXP Customer Insights & Understanding
  • Operationalized Strategy: 1.3 hours (24 min + 55 min) = CCXP Customer Experience Strategy

For CCXP study, you’ll need at least 3 hours x 5 topics (15 hours total) to complete the Topic Mastery scenarios, quizzes, and quiz game.

Your time is valuable: the more succinct the course, the more the instructor prepared to respect your time. How is it possible?

  1. Links to templates and case studies let you deep-dive where you prefer.
  2. The introductory workbook/recording let you skip what you already know and focus on what’s new to you.
  3. In-class workbook exercises let you validate new information.
  4. Your instructor made tremendous efforts testing layouts and approaches, reorganizing, and simplifying materials to zero-in on what works best for you.
  5. Your instructor has designed dozens of courses, taught at several universities, written hundreds of CX thought leadership articles, and led company-wide CX for many years.
  6. Topic mastery scenarios pull it all together in a vividly memorable way.
I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

If you’re planning for the CCXP exam, topic mastery short essay quizzes are your best readiness indicator for CCXP exam success. Overall, you save a lot of time and learn much more! With this class, you won’t need extensive multiple choice quizzes, travel, or pre- and post-travel prep/catch-up, or books. This class helps you really learn what’s best, taking the guesswork out of your exam and, most importantly, helping you apply it in your career.

Learn how to make customer experience world-class for your company and your career growth.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Download Your CCXP Class Now

Partial list of CCXPs who benefited from this CX class:

Kari Baker
Krista Breckman
Kevin Carruthers
Andrew Esemezie
Sophia Frey
Dennis Lemon
Jennifer MacDonald
Nancy Ortenberg
Sandra Pacitti
Michael Poulin
Aviva Shiff
Shawn Silzer
Simone Wilson
Julianna Zaremba

Mohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby Miles Courtney-Thomas
Abdallah Elbadawy
Rania ElMehwi
Graham Fagan
Sabrina Haddach
Raphael Hergge
Izzat Husrieh
Jolian Ibrahim
Gustavo Imhof
Mahmoud Jallad
Oghenekevwe John-Olori
Valentin Kaelin
Clare Kavanagh
Emma Ledwidge
Katerina Mavrou
Laura Metcalfe
Youssef Negm
Jean Ochse
Stephanie Ogulin-Weinlich
Rebecca Okoroji
Attia Salim
Ahmad Sidawi
Agnes Sroka
Erika Toth
Marios Vlachos
Remi Weber

Ryan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Courtney Arthurholt
Sherrie Austin
Gary Batroff
Myoung Blaauboer
Paul Broughton
Susan Brown
Eddie Christian
Lonna Coleman
Braeden Daly
Venkata Dasari
Stephanie Davis
Shannon Denniston
Erin DeSilva
Aaron Fox
Maura Goicochea
Amy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Mitchell Josh
Kim Kemmer
Sheila Knight-Fields
Brian Latham
Marla Lucas
Aubrey Macklin
Megan Marburger
Rachael McBrearty
Joseph Mitileri
Jessica Noble
Rachael Perez
Robert Perez
Ryan Peterson
Joe Powell
Terry Reynolds
Eric Rhoades
Bob Roark
Sarah Sang
Michelle Sawa
Vidhya Siriam
Melissa Skogan
Ima Somers
Paul Stone
Matt Stuckey
Leigh Taylor
Steve Tennant
Alyce Traverso
Eric Ullman
Katie Wallace
Cassie Wilcox
John Wong
Ellie Wu
Maggie Young
Errol Youngborg
Heather Younger

Ralf Achtelstetter
Jennifer Alcarez
Sanjay Asthana
Wai Au
Risa Baltes
Michael Bartlett
Tracy Bernstein
Millicent Blalock
Patrice Blum
Jodi Bradley
Alan Brooks
Beckie Brooks
Somesh Chablani
Abhitabh Chandra
Alison Circle
Darby Coe
Mary Rose Coleman
Ram Dasari
Gene De Libero
Kim Dixon
Michelle Ebbs
Fernando Egea
Katelyn Fisher
Lisa Flynn
Tanya Fowler
Carolyn Galvin
Amy Goodwin
Ann Gougebas
Michael Hadden
Anne Hampton
Lisa Haskins
Jeffrey Heath
Frank Hone
Cecilia James
Wanda Jett
Suzanne Kinney
James Kitterman
Tracy Kuchar
Jason Kuperschmid
Scott Kyles
Dennis Lemon
Craig Lieneck
Jack Mackey
Matt Macon
Sheila March
Sandra Mathis
Ryan McKeever
Ron Mozalewski
Jacquie Mueller
Kyle Murphy
Lisa Musante
Logan Nasr
Shawn Noble
Roberta O’Keith
Daniel Olsen
Nikki Pampalone
Liliana Petrova
Kristen Rice
Eileen Rimeikis
Angeleen Rohda
Jonathan Ruchman
Natalie Schneider
Margie Sfeir
Maulin Shah
David Shaw
Diane Simmons
Mark Smith
Bill Stavros
Tim Steinmetz
Mario Toussaint
Bob Trent
Nancy Vega
Laura Vigliotta
Erin Wallace
Carrie Weston
Cassie Wilcox
Jennifer Wright
Kristina Zeitvogel

Parag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Rod Netterfield
Magda Prada
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Good news! Spanish CCXP prep course now available!

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.
Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
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CX Class Agenda

Metrics, Measurement & ROI

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. CX Data Analysis
    • Indexes & Statistics
    • Return on CX
  2. Tie CX to C-Suite
    • Getting Execs’ Buy-in
    • Stimulating Action
  3. CX ROI Drivers
    • Choice & Use of Metrics
    • Engagement Metrics

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Lifetime value, NPS, CSAT, effort score, health score, secure index
  • Retention, share of wallet, wallet allocation rule, sales velocity, margin expansion
  • Value quotient, CX annuities, jobs-to-be-done, core-growth customers
  • Statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs
  • Tech buying, budget, data mining, predictive analytics
  • Stated and implied importance, regression, correlation, key driver analysis
  • Benchmarking, qualitative and quantitative data, perception data, descriptive and outcome data
  • Metrics communication and presentation, self-service data, engagement monitoring
  • Data visualization, data and metric silos, and more

Design, Implementation & Innovation

Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Methods
    • Improvement
    • Innovation
    • Design
  2. Mobilizing
    • Leading Change
    • Smoothing Silos
  3. Focusing
    • Segmentation
    • Maps & Personas

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Prevention of issue recurrence and occurrence, design thinking, human-centered design
  • Agile design and iterative ideation, behavioral science, innovation culture
  • Employee creativity, thinking hats, CX annuities, jobs-to-be-done, core-growth customers
  • Needs and wants, gap analysis, requirements and opportunities prioritization
  • Contextual inquiry, qualitative research, service blueprint
  • Research testing, prototyping, control and response plans, validation and verification, contingencies
  • Interdependencies, project management, process management, continual improvement, AI/tech choices, and more

Culture & Accountability

Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. Customer-Centricity
    • Evaluation
    • DNA
  2. Way of Thinking: Adoption
    • Top-Down
    • Alignment
  3. Way of Doing: Accountability
    • Engagement
    • Rewards

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Customer-centric maturity, executive sponsorship, business decision criteria
  • Strategic pillars, business goal alignment, performance ownership
  • Internal branding and messaging, employee journey and engagement, inclusion, charters and roles
  • CX annuities, jobs-to-be-done, core-growth customers, experience leadership, and more

Customer Insights & Understanding

Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class Insights
    • VoC Maturity
    • Using Intelligence
  2. Designing VoC
    • Who to Ask: Populations & Samples
    • How to Ask: Research & Findings
    • What to Ask: Questions & Ratings
  3. Stimulating Action
    • Strategic Impact Maps
    • Checklist

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Qualitative and quantitative research, behavioral science
  • Customer-initiated and company-initiated VoC, internal and external customer feedback
  • Operational and customer data, gap analysis, executives’ and employees’ customer insights
  • Stratified random samples, CX annuities, jobs-to-be-done, core-growth customers
  • Lifetime value, NPS, CSAT, effort score, health score, secure index, value quotient, statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs, data mining, predictive analytics, stated and implied importance, regression, correlation, key driver analysis, CX annuities, jobs-to-be-done, core-growth customers, and more

Customer Experience Strategy

Experience strategy needs a reboot, as essentially no company is in the Good or Excellent category of benchmark studies like Forrester’s. Greater strategic impact is possible by systematizing a logical flow of experience efforts that prevent unwanted experiences for stakeholders.

  1. Setup for Success
    • Intentional CX
    • CX Ecosystem
    • Branded CX
  2. Operationalized Strategy
    • Self-Assessment
    • Foundation & Building-Blocks
    • Template
  3. CX Governance
    • Deployment
    • Smoothing Silos
    • Return on CX

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Strategic planning frameworks, alignment to brand values and attributes
  • Business case, CX annuities, jobs-to-be-done, core-growth customers
  • Benchmarking, cross-organizational collaboration, interdependencies among people and processes
  • Messaging internally and externally, strengthening CX DNA, and more
  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy
I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

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Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

ccxp ROI

CCXP Recognized Training Provider

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Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.
Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

Experience Leadership modernizes customer experience practices for the new realities of the 2020s and beyond. What got us through the 2010s (CX Management) is insufficient for today’s customer needs. Concise frameworks in this Experience Leadership class are tried-and-true success factors used in leading CX company-wide with significant strategic impact, maturity and scalability.

CX Touchpoints CX Management CX Leadership
Customer Service
Customer Success
Customer Loyalty
User Experience
CRM, . . .		 The set of practices that an organization employs to meet (or exceed) customers’ expectations. Company-wide alignment to core customers’ expectations.
one-by-one guidance and programs

To reverse churn and drive up-sells, cross-sells, and retention

 interaction-based, programmatic

To engage customers as brand allies for revenue growth

 culture-based, strategic, most profitable and scalable

To engage CX ecosystem in preventing issues for lifetime value growth

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I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

This class is great for ANYONE wanting to learn the CX body of knowledge — whether or not you’re seeking certification. 2 certificates are available:

  1. Experience Leadership Topic Mastery Certificate is earned by successfully answering 15 topic mastery scenarios: 3 for each of the 5 competencies. This is awarded by ClearAction Continuum, with individual feedback to you by CXPA Recognized Training Provider, Lynn Hunsaker.
  2. Certified Customer Experience Professional (CCXP) Certificate is earned by successfully answering 80% or more of 100 multiple choice questions in the CXPA’s CCXP exam. This is awarded by CXPA (Customer Experience Professionals Association).

CCXP certificates

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Benefits of becoming a CCXP include:

  • Validates credibility and expertise
  • Provides a framework for advancement
  • Increases marketability
  • Demonstrates commitment to continuous improvement

Many resource providers inappropriately use the terms “Certified,” “Accredited,” or “Accreditation” when the resource offered does not meet the rigor of measurement against an independent criterion of proficiency. Further, because there are many CX courses and certificate programs available, it is important to carefully consider the skills and qualifications of the program provider. The Customer Experience Professionals Association (CXPA) has established its Recognized Training Provider program to make that selection easier for you by evaluating RTPs against a tough set of quality standards. CXPA has also published a guide to “Choosing the right resources to strengthen your CX knowledge and programs.”


Here are four key questions to ask as you navigate the CX credentials landscape:

  1. Was the resource developed through a broad, consensus based process in alignment with industry standards for workplace credentials and does it properly represent itself?
  2. What rigor is reflected in the qualifications and assessment process of the credential?
  3. What is the reputation, reach, and track record of the resource provider?
  4. Do you have evidence that the credential is valued by employers?

 

From the CXPA website:

The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for customer experience (CX) practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.

For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.


Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.

The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.

The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.

The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2020. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Five competencies for CX were identified through the results of this analysis, and each area is represented by 13 to 20 questions on the 100-question exam:

  • Customer Experience Strategy
  • Customer Insights & Understanding
  • Culture & Accountability
  • Design & Improvement
  • Metrics & ROI


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Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Get Coaching Now

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

ccxp skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

1 User

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

5 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

10 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

15 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

25 Users

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

This course will accelerate success in your customer experience management efforts.

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]]> Experience Value Exchange Demo https://clearaction.com/event/demo/ Wed, 25 May 2022 15:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=33120 Experience Value Exchange Demo Lynn Hunsaker

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

The post Experience Value Exchange Demo appeared first on Experience Leadership.

]]> Experience Value Exchange Demo Lynn Hunsaker

 

Introducing the Experience Value Exchange!

It’s for departments that own customer intelligence — marketing, customer experience, customer success, customer care, partner management, and employee experience. The future success of your firm and your customer experience team roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth and you can do much more.

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

Signup for this brief Zoom webinar

 

Experience Leadership Community

 

The Experience Value Exchange shows your extended customer experience team how to rethink your approach and influence cross-org collaboration that resolves and prevents thorny issues. This saves everyone money, time, reputation, turnover, and opportunities. This differentiates you, gives your brand magnetic attraction, and sustains higher revenue growth.

 

Join today or request information below:

 

LIVE DEMO
LET’S MEET
        
REQUEST INFO

When you overcome “Jenga habits” in your business, your customer experience achievements will become far more profitable and enjoyable for everyone! The Experience Value Exchange shows you how.

CX Jenga

The post Experience Value Exchange Demo appeared first on Experience Leadership.

]]> CX, EX & HR Cross-Pollination https://clearaction.com/event/mini-webinar/ https://clearaction.com/event/mini-webinar/#respond Fri, 27 May 2022 17:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32635 CX, EX & HR Cross-Pollination Lynn Hunsaker

Cross-pollination means reciprocal lessons learned, synergies, and growth. There may be many more parallels between CXM & HRM than you’ve thought. Current challenges in EX reveal a different approach is needed for both EXM & CXM. It is truly a Team Sport! Invite your team to see this 15-minute session for actionable ideas you can use today.

The post CX, EX & HR Cross-Pollination appeared first on Experience Leadership.

]]> CX, EX & HR Cross-Pollination Lynn Hunsaker

Cross-pollination means reciprocal lessons learned, synergies, and growth. There may be many more parallels between CXM & HRM than you’ve thought. Current challenges in EX reveal a different approach is needed for both EXM & CXM. It is truly a Team Sport! Invite your team to see this 15-minute session for actionable ideas you can use today.

RSVP here to receive automated reminders via LinkedIn.

Fridays 10:00-10:15 AM New York = 16:00 Paris = 19:30 Mumbai.

Lynn Hunsaker is a CXPA Recognized Training Provider, so you can count your time with ClearAction resources as CCXP Renewal Credits (CRCs). It’s easy with these short-bite skill-building opportunities:

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Ease of Work & Business Drive Growth
See past episodes, too:
20. CFO Advocate for CX+EX+PX
19. Should CX Be a Team Sport?
18. Inspiring Growth & Innovation
17. Data & Metrics That Work
16. Lifetime Value Mindset
15. Getting Everyone on the Same Page
14. Respecting Interdependencies
13. Transparency & Accountability
12.5 Operational Silos
11. 5 Execution Silos
10. Driving Change
9. Increasing Trust
8. Internal Partnering: How to Toggle
7. Ease of Business
6. Ease of Work
5. Expectations Personas
4. CX+EX+PX ROI
3. CX & EX: Which Comes First?
2. CX+EX+PX Intersections
1. CX+EX+PX Operationalized Strategy (course preview)
 

This mini-webinar series is your introduction to the Experience Value Exchange!

It’s for departments that own customer intelligence — marketing, customer experience, customer success, customer care, partner management, and employee experience. The future success of your firm and your customer experience team roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth and you can do much more.

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

The Experience Value Exchange shows your customer experience team how to rethink your approach and influence cross-org collaboration that resolves and prevents thorny issues. This saves everyone money, time, reputation, turnover, and opportunities. This differentiates you, gives your brand magnetic attraction, and sustains revenue growth.

Learn More

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]]> https://clearaction.com/event/mini-webinar/feed/ 0 CCXP Study Group https://clearaction.com/event/ccxp-study-group/ Sat, 28 May 2022 18:30:00 +0000 https://clearaction.whelkdev.ca/?post_type=tribe_events&p=28619 CCXP Study Group Lynn Hunsaker

CCXP study group is your opportunity to discuss Topic Mastery scenarios with other ClearAction course participants. This CCXP study group is available to Value Exchange members and buyers of ClearAction’s CCXP prep classes and practice questions. Different days and times are available: Mondays, Wednesdays, Saturdays, etc.

The post CCXP Study Group appeared first on Experience Leadership.

]]> CCXP Study Group Lynn Hunsaker

CCXP study group is your opportunity to discuss Topic Mastery scenarios with other ClearAction course participants. This CCXP study group is available to Value Exchange members and buyers of ClearAction’s CCXP prep classes and practice questions. Different days and times are available: Mondays, Wednesdays, Saturdays, etc.

Request a Zoom link in advance from Lynn Hunsaker.

GOOD NEWS from CX Day 2021! CCXP exam is now available in French. Other languages are in planning. ClearAction has a Spanish CCXP course now! There are now 5 competencies instead of 6. All ClearAction resources are up-to-date! See our new Experience Leadership course in your My Classes portal. All past buyers have automatic access to the new resources!

Earn a Certificate & Badge

Earn your Experience Leadership Topic Mastery certificate (optional) by answering scenario questions that demonstrate your command of course content.

Certified Customer Experience

CCXP Badge

Do you need to get our CCXP course?

Signup for ClearAction’s self-paced course or weekly live online CCXP class or the subscription course through the Experience Value Exchange.

CCXP Study

Are you already a CCXP?

Earn CCXP Renewal Credits (CRCs) through the Experience Value Exchange, Customer-Focused Communication course, and Experience Leadership for Strategic Impact & Maturity course.

Customer Centricity Training

Are you interested in becoming a CCXP?

Register for CXPA’s Certified Customer Experience Professional (CCXP) exam at your convenience.

The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Until the CXPA established this credential, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well-positioned to grant the CCXP as a recognized, admired independent professional credential.

The Customer Experience Professionals Association created the CCXP program for the rapidly growing field of customer experience. The association brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline.

Benefits of membership include:

    • Networking – in-person and online with colleagues around the world
    • Access to research, education and tools not available anywhere else
    • Career development resources
    • Discounts on leading events and research

Learn more about the Customer Experience Professionals Association and their mission to enhance the growing field of customer experience management.

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]]> Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity https://clearaction.com/event/advanced-experience-leadership-for-strategic-impact-maturity/ Fri, 03 Jun 2022 17:30:00 +0000 https://clearaction.whelkdev.ca/?post_type=tribe_events&p=28612 Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity Lynn Hunsaker

Self-paced or live: Fridays 10:30 AM to Noon New York = 16:30-18:00 Paris. Advanced Experience Leadership is a seminar for executives and experts (authors, keynoters, thought leaders, judges, award recipients, consultants, and certified or long-time practitioners of customer experience, employee experience, and partner experience). Participant Quote: "This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’." -- Victoria M, CCXP

The post Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity appeared first on Experience Leadership.

]]> Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity Lynn Hunsaker

Advanced Experience Leadership is a seminar for executives and experts (authors, keynoters, thought leaders, and certified or long-time practitioners of customer experience, employee experience, and partner experience).

Advanced CX masterclassIt’s available in live online classes or self-paced online training.

What got us through the 2010s (Experience Management) is insufficient for today’s marketplace needs. This course shows you how to modernize CX+EX+PX practices (Experience Leadership) for the new realities of the 2020s and beyond.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

This is by far the best course available on Experience Leadership for CX folks. You don’t know what you don’t know! Try this.

Balakrishna Murthy, CCXP, Carrefour

I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.

Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.

George Bell-Uribe, Head of Customer Experience, North America, Sage

This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.

Victoria Matthews, CCXP, Principal, SEMA4 Consulting

Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.

Mohammad Saad Usmani, PhD, Divisional Head, Learning & Talent Management, United Bank Limited

The Advanced CX course is ideal for senior CX executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.

Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

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 Mueller, CCXP, Senior Vice President, Client Insight, SMG
 
 
Fridays 10:30 AM to Noon New York = 16:30-18:00 Paris = 21:00-22:30 Mumbai

June 3 — Mastering VoX & Intelligence

June 10 — Mastering Operationalized Strategy

June 17 — Mastering Metrics & Analytics

June 24 — Mastering Improvement & Design

July 8 — Mastering Culture & Accountability

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

 

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Frequently Asked Questions

What does this course include?

 

Choose the self-paced or live classes — either way, you get 2 workbooks for each of 5 topics, succinct recordings for each workbook, links to templates and case studies, scenario exercises as adult learning essentials, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, and online quiz game, all with no expiration.

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. Experience Data Analysis (indexes, statistics, return on experience)
  2. Tie Experience to C-Suite (executive buy-in, corporate pillars, stimulating action)
  3. Experience ROI Drivers (choice and use of metrics, engagement metrics)
Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Methods (improvement, innovation, design)
  2. Mobilizing (managing change and silos)
  3. Focusing (segmentation, personas, maps)
Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. Customer-Centricity (evaluation, DNA)
  2. Way of Thinking: Adoption (top-down, alignment, influence)
  3. Way of Doing: Accountability (engagement, collaboration, rewards)
Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class Insights (maturity, using intelligence)
  2. Designing VoX (who to ask, how to ask, what to ask)
  3. Stimulating Action (strategic impact maps, checklist)
Experience strategy needs a reboot, as essentially no company is in the Good or Excellent category of benchmark studies like Forrester’s. Greater strategic impact is possible by systematizing a logical flow of experience efforts that prevent unwanted experiences for stakeholders.

  1. Setup for Success (intentional experience, ecosystem, branded experience)
  2. Operationalized Strategy (self-assessment, foundation and building-blocks, template)
  3. CX Governance (deployment, smoothing silos, return on experience)

You can also earn your Experience Leadership certificate and social media badge and schedule a follow-up Q&A session with instructor Lynn Hunsaker, who is a CCXP and CXPA Recognized Training Provider.

Experience Leadership Certificate      Experience Leadership Badge

I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.

Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.
 

Mohammad Saad Usmani, PhD, Divisional Head, Learning & Talent Management, United Bank Limited

 

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Now that you’ve earned your CCXP credential or other certificate, this is your opportunity to master strategic impact and maturity practices to assure strongest performance in your career.

Expand and deepen your command of customer experience, employee experience, and partner experience leadership.

You’ll see clearly how current best practices’ business results can be outpaced by strategic impact practices (aka “unpracticed best practices”). You’ll gain a new vision for propelling maturity and scalability of your experience leadership practices.

The CRC (CCXP renewal credits) requirement is 20 hours of continual education to renew your CCXP credential every two years. Essentially, the CXPA accepts one hour of study with a Recognized Training Provider as one CRC. In addition to the live and/or recorded classes, you will probably want to revisit certain parts of the class recordings and workbooks, as well as the quiz games, quizzes, links to tools and case studies, and topic mastery short-answer scenarios.

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min)
  • Improvement & Design: 1.4 hours (23 min + 60 min)
  • Culture & Accountability: 1.4 hours (37 min + 46 min)
  • VoC & Intelligence: 1.6 hours (44 min + 49 min)
  • Operationalized Strategy: 1.3 hours (24 min + 55 min)

Many participants like to revisit the recordings, because you can use the outline thumbnails to go directly to any page for review and in-depth thinking. All versions of this course include quizzes and topic exploration, topic application, and topic mastery exercises, so your time with that earns CRCs, too.

This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.

Victoria Matthews, CCXP, Principal, SEMA4 Consulting

 

 

 

Customer + Employee + Partner Experience

3 levels of impact: touchpoints –> management –> leadership

Experience Touchpoints Experience Management Experience Leadership
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success		 The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations. Company-wide alignment to core stakeholders’ expectations.
How can they help our brand right now? guidance and programs to prevent churn and drive renewals, upsells and cross-sells for revenue growth How can they help our brand now and in the future? interaction-based, programmatic, engaging stakeholders as brand allies for revenue growth How can we aid their goals? most profitable and scalable: culture-based, strategic, engaging stakeholders to prevent issues, embedding magnetic attraction for lifetime value growth

This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.

George Bell-Uribe, Head of Customer Experience, North America, Sage

 

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Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

customer experience ROI

Recognized Training Provider

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 Mueller, CCXP, Senior Vice President, Client Insight, SMG

 

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Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

 

 

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

 

 

 

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Elevate Your Skills Now

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

 

 

 

ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

customer experience skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, virtual conference or roundtable.

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

1 User

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

5 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

10 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

15 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

25 Users

 

 

 

The Advanced CX course is ideal for senior CX executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.

Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

 

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The post Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity appeared first on Experience Leadership.

]]> " data-timestamp="1653253995" data-token="7ed98adfdbec7362cdc6ccdafdecee89a71a8d7dcf1bfcb482b0026b0cec0472" data-action="edd_add_to_cart" data-download-id="28918" data-variable-price="yes" data-price-mode=single data-price="0" >Get Your CCXP Exam MasterClass
This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!
Heather YoungerHeather Younger, CCXP
Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Frequently Asked Questions

Books give you interesting examples, but fall far short of covering the CCXP exam blueprint. Practice questions get you in the multiple-choice mindset, but fall far short of mastering the topics for on-the-job use. Other classes take lots of time away from your routines.

You’ll get far more in less time, effort, and cost through this course than you will from any other study approach. Why? By design: conciseness respects precious time. Thoroughness sets you up for superior success far beyond an exam. Low cost makes this available to everyone.

You’re benefitting from hundreds of classes taught, and how that influenced the instructor’s wisdom in extensive reorganization of content flow, slide content, explanations, exercises, and individual feedback to you.

Your instructor is not only a seasoned leader of significant company-wide customer experience improvement across a 15-year span, but also a seasoned university instructor and executive instructor across another 15-year span.

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

Get everything you need to pass the CCXP exam
Save time: the fastest way to truly learn CXPA’s CXM body of knowledge
Recently updated resources meet all new requirements
People from 50+ countries have benefited from this course
Designed by a real CX leader, Lynn Hunsaker, CCXP, RTP
Volume discount for 5 or more participants from your firm: use checkout code = 5ormore
Get a 15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam

Optional extras include:

  • Free instructor feedback on scenario exercises
  • Experience Leadership Topic Mastery certificate and social media badge
  • CCXP Exam Preparation book (Bartlett; PDF)
  • Weekly study groups led by instructor Lynn Hunsaker, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration:
7-Day Guarantee

Events Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Sun, 22 May 2022 10:33:31 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.3 CCXP Exam MasterClass https://clearaction.com/event/ccxp-exam-masterclass/ Tue, 24 May 2022 03:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32522 CCXP Exam MasterClass Lynn Hunsaker

Self-paced or live: Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney. Signup for one class or any combination of dates that work best for you. Participant Quote: "I loved this insightful and practical course. Takes CXM from theory to action. The Topic Mastery approach helps dive deep into each CCXP competency. Worth every cent. Fully recommended!" — Tatiana Ramirez, Marketing Director, Instituto de Mercadeo Agropecuario

The post CCXP Exam MasterClass appeared first on Experience Leadership.

]]> CCXP Exam MasterClass Lynn Hunsaker

CCXP Exam MasterClass elevates your mastery of the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney

May 23/24 — Operationalized Strategy

June 6/7 — Metrics & Analytics

June 13/14 — Improvement & Design

June 20/21 — Culture & Accountability

June 27/28 — VoC & Intelligence

These topics rotate continuously. Start any week!

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

With this course, you do not need any other books, videos, or quizzes to succeed in the CCXP exam. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Experience Leadership class is available in live online classes or on-demand self-paced online training.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     OTE Group     Cisco     Juniper Networks     Herbalife

This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.

Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

The course was extremely helpful. I felt that your instruction was spot on.

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.

Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

I’m happy to give credit to the prep course for ‘pushing me over the top’ in passing the CCXP exam today.

I’ve recommended ClearAction CCXP training to many others. Thanks again!

Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Thank you for all your help with the CCXP and other useful information about customer experience. Much appreciated!

Somesh Chablani, CCXPSomesh Chablani, CCXP, Global Head of Digital Transformation Sales, FIS

Great course, Lynn! It definitely helped me earn my CCXP credential.

Roberta O'Keith CCXPRoberta O'Keith, CCXP, Customer Experience Leader, Murphy-Hoffman

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Get Your CCXP Exam MasterClass
This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!
Heather YoungerHeather Younger, CCXP
Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Frequently Asked Questions

Books give you interesting examples, but fall far short of covering the CCXP exam blueprint. Practice questions get you in the multiple-choice mindset, but fall far short of mastering the topics for on-the-job use. Other classes take lots of time away from your routines.

You’ll get far more in less time, effort, and cost through this course than you will from any other study approach. Why? By design: conciseness respects precious time. Thoroughness sets you up for superior success far beyond an exam. Low cost makes this available to everyone.

You’re benefitting from hundreds of classes taught, and how that influenced the instructor’s wisdom in extensive reorganization of content flow, slide content, explanations, exercises, and individual feedback to you.

Your instructor is not only a seasoned leader of significant company-wide customer experience improvement across a 15-year span, but also a seasoned university instructor and executive instructor across another 15-year span.

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

Get everything you need to pass the CCXP exam
Save time: the fastest way to truly learn CXPA’s CXM body of knowledge
Recently updated resources meet all new requirements
People from 50+ countries have benefited from this course
Designed by a real CX leader, Lynn Hunsaker, CCXP, RTP
Volume discount for 5 or more participants from your firm: use checkout code = 5ormore
Get a 15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam

Optional extras include:

  • Free instructor feedback on scenario exercises
  • Experience Leadership Topic Mastery certificate and social media badge
  • CCXP Exam Preparation book (Bartlett; PDF)
  • Weekly study groups led by instructor Lynn Hunsaker, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration:
7-Day Guarantee

Get Your CCXP Exam MasterClass
This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.
Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health
  • Metrics & Analytics = CXPA’s Metrics, Measurement & ROI
  • Improvement & Design = CXPA’s Design, Implementation & Innovation
  • Culture & Accountability = CXPA’s Culture & Accountability
  • VoC & Intelligence = CXPA’s Customer Insights & Understanding
  • Operationalized Strategy = CXPA’s Customer Experience Strategy

  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy

Highlight what you want to remember:
CCXP Class

Go directly to any page:
CCXP Training

Take notes in your pre-class workbook and in-class workbook:
CCXP certification

Improve recall and application through exercises on every page:
CCXP exam

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Download Your CCXP Class Now
The Clear Action course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.
Vice President of Customer Experience

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min) = CCXP Metrics, Measurement & ROI
  • Improvement & Design: 1.4 hours (23 min + 60 min) = CCXP Design, Implementation & Innovation
  • Culture & Accountability: 1.4 hours (37 min + 46 min) = CCXP Culture & Accountability
  • VoC & Intelligence: 1.6 hours (44 min + 49 min) = CCXP Customer Insights & Understanding
  • Operationalized Strategy: 1.3 hours (24 min + 55 min) = CCXP Customer Experience Strategy

For CCXP study, you’ll need at least 3 hours x 5 topics (15 hours total) to complete the Topic Mastery scenarios, quizzes, and quiz game.

Your time is valuable: the more succinct the course, the more the instructor prepared to respect your time. How is it possible?

  1. Links to templates and case studies let you deep-dive where you prefer.
  2. The introductory workbook/recording let you skip what you already know and focus on what’s new to you.
  3. In-class workbook exercises let you validate new information.
  4. Your instructor made tremendous efforts testing layouts and approaches, reorganizing, and simplifying materials to zero-in on what works best for you.
  5. Your instructor has designed dozens of courses, taught at several universities, written hundreds of CX thought leadership articles, and led company-wide CX for many years.
  6. Topic mastery scenarios pull it all together in a vividly memorable way.
I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

If you’re planning for the CCXP exam, topic mastery short essay quizzes are your best readiness indicator for CCXP exam success. Overall, you save a lot of time and learn much more! With this class, you won’t need extensive multiple choice quizzes, travel, or pre- and post-travel prep/catch-up, or books. This class helps you really learn what’s best, taking the guesswork out of your exam and, most importantly, helping you apply it in your career.

Learn how to make customer experience world-class for your company and your career growth.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Download Your CCXP Class Now

Partial list of CCXPs who benefited from this CX class:

Kari Baker
Krista Breckman
Kevin Carruthers
Andrew Esemezie
Sophia Frey
Dennis Lemon
Jennifer MacDonald
Nancy Ortenberg
Sandra Pacitti
Michael Poulin
Aviva Shiff
Shawn Silzer
Simone Wilson
Julianna Zaremba

Mohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby Miles Courtney-Thomas
Abdallah Elbadawy
Rania ElMehwi
Graham Fagan
Sabrina Haddach
Raphael Hergge
Izzat Husrieh
Jolian Ibrahim
Gustavo Imhof
Mahmoud Jallad
Oghenekevwe John-Olori
Valentin Kaelin
Clare Kavanagh
Emma Ledwidge
Katerina Mavrou
Laura Metcalfe
Youssef Negm
Jean Ochse
Stephanie Ogulin-Weinlich
Rebecca Okoroji
Attia Salim
Ahmad Sidawi
Agnes Sroka
Erika Toth
Marios Vlachos
Remi Weber

Ryan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Courtney Arthurholt
Sherrie Austin
Gary Batroff
Myoung Blaauboer
Paul Broughton
Susan Brown
Eddie Christian
Lonna Coleman
Braeden Daly
Venkata Dasari
Stephanie Davis
Shannon Denniston
Erin DeSilva
Aaron Fox
Maura Goicochea
Amy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Mitchell Josh
Kim Kemmer
Sheila Knight-Fields
Brian Latham
Marla Lucas
Aubrey Macklin
Megan Marburger
Rachael McBrearty
Joseph Mitileri
Jessica Noble
Rachael Perez
Robert Perez
Ryan Peterson
Joe Powell
Terry Reynolds
Eric Rhoades
Bob Roark
Sarah Sang
Michelle Sawa
Vidhya Siriam
Melissa Skogan
Ima Somers
Paul Stone
Matt Stuckey
Leigh Taylor
Steve Tennant
Alyce Traverso
Eric Ullman
Katie Wallace
Cassie Wilcox
John Wong
Ellie Wu
Maggie Young
Errol Youngborg
Heather Younger

Ralf Achtelstetter
Jennifer Alcarez
Sanjay Asthana
Wai Au
Risa Baltes
Michael Bartlett
Tracy Bernstein
Millicent Blalock
Patrice Blum
Jodi Bradley
Alan Brooks
Beckie Brooks
Somesh Chablani
Abhitabh Chandra
Alison Circle
Darby Coe
Mary Rose Coleman
Ram Dasari
Gene De Libero
Kim Dixon
Michelle Ebbs
Fernando Egea
Katelyn Fisher
Lisa Flynn
Tanya Fowler
Carolyn Galvin
Amy Goodwin
Ann Gougebas
Michael Hadden
Anne Hampton
Lisa Haskins
Jeffrey Heath
Frank Hone
Cecilia James
Wanda Jett
Suzanne Kinney
James Kitterman
Tracy Kuchar
Jason Kuperschmid
Scott Kyles
Dennis Lemon
Craig Lieneck
Jack Mackey
Matt Macon
Sheila March
Sandra Mathis
Ryan McKeever
Ron Mozalewski
Jacquie Mueller
Kyle Murphy
Lisa Musante
Logan Nasr
Shawn Noble
Roberta O’Keith
Daniel Olsen
Nikki Pampalone
Liliana Petrova
Kristen Rice
Eileen Rimeikis
Angeleen Rohda
Jonathan Ruchman
Natalie Schneider
Margie Sfeir
Maulin Shah
David Shaw
Diane Simmons
Mark Smith
Bill Stavros
Tim Steinmetz
Mario Toussaint
Bob Trent
Nancy Vega
Laura Vigliotta
Erin Wallace
Carrie Weston
Cassie Wilcox
Jennifer Wright
Kristina Zeitvogel

Parag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Rod Netterfield
Magda Prada
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Good news! Spanish CCXP prep course now available!

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.
Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

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CX Class Agenda

Metrics, Measurement & ROI

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. CX Data Analysis
    • Indexes & Statistics
    • Return on CX
  2. Tie CX to C-Suite
    • Getting Execs’ Buy-in
    • Stimulating Action
  3. CX ROI Drivers
    • Choice & Use of Metrics
    • Engagement Metrics

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Lifetime value, NPS, CSAT, effort score, health score, secure index
  • Retention, share of wallet, wallet allocation rule, sales velocity, margin expansion
  • Value quotient, CX annuities, jobs-to-be-done, core-growth customers
  • Statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs
  • Tech buying, budget, data mining, predictive analytics
  • Stated and implied importance, regression, correlation, key driver analysis
  • Benchmarking, qualitative and quantitative data, perception data, descriptive and outcome data
  • Metrics communication and presentation, self-service data, engagement monitoring
  • Data visualization, data and metric silos, and more

Design, Implementation & Innovation

Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Methods
    • Improvement
    • Innovation
    • Design
  2. Mobilizing
    • Leading Change
    • Smoothing Silos
  3. Focusing
    • Segmentation
    • Maps & Personas

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Prevention of issue recurrence and occurrence, design thinking, human-centered design
  • Agile design and iterative ideation, behavioral science, innovation culture
  • Employee creativity, thinking hats, CX annuities, jobs-to-be-done, core-growth customers
  • Needs and wants, gap analysis, requirements and opportunities prioritization
  • Contextual inquiry, qualitative research, service blueprint
  • Research testing, prototyping, control and response plans, validation and verification, contingencies
  • Interdependencies, project management, process management, continual improvement, AI/tech choices, and more

Culture & Accountability

Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. Customer-Centricity
    • Evaluation
    • DNA
  2. Way of Thinking: Adoption
    • Top-Down
    • Alignment
  3. Way of Doing: Accountability
    • Engagement
    • Rewards

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Customer-centric maturity, executive sponsorship, business decision criteria
  • Strategic pillars, business goal alignment, performance ownership
  • Internal branding and messaging, employee journey and engagement, inclusion, charters and roles
  • CX annuities, jobs-to-be-done, core-growth customers, experience leadership, and more

Customer Insights & Understanding

Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class Insights
    • VoC Maturity
    • Using Intelligence
  2. Designing VoC
    • Who to Ask: Populations & Samples
    • How to Ask: Research & Findings
    • What to Ask: Questions & Ratings
  3. Stimulating Action
    • Strategic Impact Maps
    • Checklist

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Qualitative and quantitative research, behavioral science
  • Customer-initiated and company-initiated VoC, internal and external customer feedback
  • Operational and customer data, gap analysis, executives’ and employees’ customer insights
  • Stratified random samples, CX annuities, jobs-to-be-done, core-growth customers
  • Lifetime value, NPS, CSAT, effort score, health score, secure index, value quotient, statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs, data mining, predictive analytics, stated and implied importance, regression, correlation, key driver analysis, CX annuities, jobs-to-be-done, core-growth customers, and more

Customer Experience Strategy

Experience strategy needs a reboot, as essentially no company is in the Good or Excellent category of benchmark studies like Forrester’s. Greater strategic impact is possible by systematizing a logical flow of experience efforts that prevent unwanted experiences for stakeholders.

  1. Setup for Success
    • Intentional CX
    • CX Ecosystem
    • Branded CX
  2. Operationalized Strategy
    • Self-Assessment
    • Foundation & Building-Blocks
    • Template
  3. CX Governance
    • Deployment
    • Smoothing Silos
    • Return on CX

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Strategic planning frameworks, alignment to brand values and attributes
  • Business case, CX annuities, jobs-to-be-done, core-growth customers
  • Benchmarking, cross-organizational collaboration, interdependencies among people and processes
  • Messaging internally and externally, strengthening CX DNA, and more
  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy
I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

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Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

ccxp ROI

CCXP Recognized Training Provider

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Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.
Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

Experience Leadership modernizes customer experience practices for the new realities of the 2020s and beyond. What got us through the 2010s (CX Management) is insufficient for today’s customer needs. Concise frameworks in this Experience Leadership class are tried-and-true success factors used in leading CX company-wide with significant strategic impact, maturity and scalability.

CX Touchpoints CX Management CX Leadership
Customer Service
Customer Success
Customer Loyalty
User Experience
CRM, . . .		 The set of practices that an organization employs to meet (or exceed) customers’ expectations. Company-wide alignment to core customers’ expectations.
one-by-one guidance and programs

To reverse churn and drive up-sells, cross-sells, and retention

 interaction-based, programmatic

To engage customers as brand allies for revenue growth

 culture-based, strategic, most profitable and scalable

To engage CX ecosystem in preventing issues for lifetime value growth

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I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

This class is great for ANYONE wanting to learn the CX body of knowledge — whether or not you’re seeking certification. 2 certificates are available:

  1. Experience Leadership Topic Mastery Certificate is earned by successfully answering 15 topic mastery scenarios: 3 for each of the 5 competencies. This is awarded by ClearAction Continuum, with individual feedback to you by CXPA Recognized Training Provider, Lynn Hunsaker.
  2. Certified Customer Experience Professional (CCXP) Certificate is earned by successfully answering 80% or more of 100 multiple choice questions in the CXPA’s CCXP exam. This is awarded by CXPA (Customer Experience Professionals Association).

CCXP certificates

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Benefits of becoming a CCXP include:

  • Validates credibility and expertise
  • Provides a framework for advancement
  • Increases marketability
  • Demonstrates commitment to continuous improvement

Many resource providers inappropriately use the terms “Certified,” “Accredited,” or “Accreditation” when the resource offered does not meet the rigor of measurement against an independent criterion of proficiency. Further, because there are many CX courses and certificate programs available, it is important to carefully consider the skills and qualifications of the program provider. The Customer Experience Professionals Association (CXPA) has established its Recognized Training Provider program to make that selection easier for you by evaluating RTPs against a tough set of quality standards. CXPA has also published a guide to “Choosing the right resources to strengthen your CX knowledge and programs.”


Here are four key questions to ask as you navigate the CX credentials landscape:

  1. Was the resource developed through a broad, consensus based process in alignment with industry standards for workplace credentials and does it properly represent itself?
  2. What rigor is reflected in the qualifications and assessment process of the credential?
  3. What is the reputation, reach, and track record of the resource provider?
  4. Do you have evidence that the credential is valued by employers?

 

From the CXPA website:

The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for customer experience (CX) practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.

For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.


Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.

The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.

The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.

The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2020. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Five competencies for CX were identified through the results of this analysis, and each area is represented by 13 to 20 questions on the 100-question exam:

  • Customer Experience Strategy
  • Customer Insights & Understanding
  • Culture & Accountability
  • Design & Improvement
  • Metrics & ROI


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Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Get Coaching Now

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

ccxp skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

1 User

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

5 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

10 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

15 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

25 Users

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

This course will accelerate success in your customer experience management efforts.

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The post CCXP Exam MasterClass appeared first on Experience Leadership.

]]> Experience Value Exchange Demo https://clearaction.com/event/demo/ Wed, 25 May 2022 15:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=33120 Experience Value Exchange Demo Lynn Hunsaker

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

The post Experience Value Exchange Demo appeared first on Experience Leadership.

]]> Experience Value Exchange Demo Lynn Hunsaker

 

Introducing the Experience Value Exchange!

It’s for departments that own customer intelligence — marketing, customer experience, customer success, customer care, partner management, and employee experience. The future success of your firm and your customer experience team roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth and you can do much more.

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

Signup for this brief Zoom webinar

 

Experience Leadership Community

 

The Experience Value Exchange shows your extended customer experience team how to rethink your approach and influence cross-org collaboration that resolves and prevents thorny issues. This saves everyone money, time, reputation, turnover, and opportunities. This differentiates you, gives your brand magnetic attraction, and sustains higher revenue growth.

 

Join today or request information below:

 

LIVE DEMO
LET’S MEET
        
REQUEST INFO

When you overcome “Jenga habits” in your business, your customer experience achievements will become far more profitable and enjoyable for everyone! The Experience Value Exchange shows you how.

CX Jenga

The post Experience Value Exchange Demo appeared first on Experience Leadership.

]]> CX, EX & HR Cross-Pollination https://clearaction.com/event/mini-webinar/ https://clearaction.com/event/mini-webinar/#respond Fri, 27 May 2022 17:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32635 CX, EX & HR Cross-Pollination Lynn Hunsaker

Cross-pollination means reciprocal lessons learned, synergies, and growth. There may be many more parallels between CXM & HRM than you’ve thought. Current challenges in EX reveal a different approach is needed for both EXM & CXM. It is truly a Team Sport! Invite your team to see this 15-minute session for actionable ideas you can use today.

The post CX, EX & HR Cross-Pollination appeared first on Experience Leadership.

]]> CX, EX & HR Cross-Pollination Lynn Hunsaker

Cross-pollination means reciprocal lessons learned, synergies, and growth. There may be many more parallels between CXM & HRM than you’ve thought. Current challenges in EX reveal a different approach is needed for both EXM & CXM. It is truly a Team Sport! Invite your team to see this 15-minute session for actionable ideas you can use today.

RSVP here to receive automated reminders via LinkedIn.

Fridays 10:00-10:15 AM New York = 16:00 Paris = 19:30 Mumbai.

Lynn Hunsaker is a CXPA Recognized Training Provider, so you can count your time with ClearAction resources as CCXP Renewal Credits (CRCs). It’s easy with these short-bite skill-building opportunities:

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Ease of Work & Business Drive Growth
See past episodes, too:
20. CFO Advocate for CX+EX+PX
19. Should CX Be a Team Sport?
18. Inspiring Growth & Innovation
17. Data & Metrics That Work
16. Lifetime Value Mindset
15. Getting Everyone on the Same Page
14. Respecting Interdependencies
13. Transparency & Accountability
12.5 Operational Silos
11. 5 Execution Silos
10. Driving Change
9. Increasing Trust
8. Internal Partnering: How to Toggle
7. Ease of Business
6. Ease of Work
5. Expectations Personas
4. CX+EX+PX ROI
3. CX & EX: Which Comes First?
2. CX+EX+PX Intersections
1. CX+EX+PX Operationalized Strategy (course preview)
 

This mini-webinar series is your introduction to the Experience Value Exchange!

It’s for departments that own customer intelligence — marketing, customer experience, customer success, customer care, partner management, and employee experience. The future success of your firm and your customer experience team roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth and you can do much more.

To drive customer-centered nimbleness, your extended customer experience team needs to know how to:
1. Align motivations
2. Foster mutual respect
3. Drive commitments
4. Facilitate company-wide use of customer insights
5. Instill customer lifetime value mindsets
6. Influence customer-centered actions

The Experience Value Exchange shows your customer experience team how to rethink your approach and influence cross-org collaboration that resolves and prevents thorny issues. This saves everyone money, time, reputation, turnover, and opportunities. This differentiates you, gives your brand magnetic attraction, and sustains revenue growth.

Learn More

The post CX, EX & HR Cross-Pollination appeared first on Experience Leadership.

]]> https://clearaction.com/event/mini-webinar/feed/ 0 CCXP Study Group https://clearaction.com/event/ccxp-study-group/ Sat, 28 May 2022 18:30:00 +0000 https://clearaction.whelkdev.ca/?post_type=tribe_events&p=28619 CCXP Study Group Lynn Hunsaker

CCXP study group is your opportunity to discuss Topic Mastery scenarios with other ClearAction course participants. This CCXP study group is available to Value Exchange members and buyers of ClearAction’s CCXP prep classes and practice questions. Different days and times are available: Mondays, Wednesdays, Saturdays, etc.

The post CCXP Study Group appeared first on Experience Leadership.

]]> CCXP Study Group Lynn Hunsaker

CCXP study group is your opportunity to discuss Topic Mastery scenarios with other ClearAction course participants. This CCXP study group is available to Value Exchange members and buyers of ClearAction’s CCXP prep classes and practice questions. Different days and times are available: Mondays, Wednesdays, Saturdays, etc.

Request a Zoom link in advance from Lynn Hunsaker.

GOOD NEWS from CX Day 2021! CCXP exam is now available in French. Other languages are in planning. ClearAction has a Spanish CCXP course now! There are now 5 competencies instead of 6. All ClearAction resources are up-to-date! See our new Experience Leadership course in your My Classes portal. All past buyers have automatic access to the new resources!

Earn a Certificate & Badge

Earn your Experience Leadership Topic Mastery certificate (optional) by answering scenario questions that demonstrate your command of course content.

Certified Customer Experience

CCXP Badge

Do you need to get our CCXP course?

Signup for ClearAction’s self-paced course or weekly live online CCXP class or the subscription course through the Experience Value Exchange.

CCXP Study

Are you already a CCXP?

Earn CCXP Renewal Credits (CRCs) through the Experience Value Exchange, Customer-Focused Communication course, and Experience Leadership for Strategic Impact & Maturity course.

Customer Centricity Training

Are you interested in becoming a CCXP?

Register for CXPA’s Certified Customer Experience Professional (CCXP) exam at your convenience.

The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Until the CXPA established this credential, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well-positioned to grant the CCXP as a recognized, admired independent professional credential.

The Customer Experience Professionals Association created the CCXP program for the rapidly growing field of customer experience. The association brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline.

Benefits of membership include:

    • Networking – in-person and online with colleagues around the world
    • Access to research, education and tools not available anywhere else
    • Career development resources
    • Discounts on leading events and research

Learn more about the Customer Experience Professionals Association and their mission to enhance the growing field of customer experience management.

The post CCXP Study Group appeared first on Experience Leadership.

]]> Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity https://clearaction.com/event/advanced-experience-leadership-for-strategic-impact-maturity/ Fri, 03 Jun 2022 17:30:00 +0000 https://clearaction.whelkdev.ca/?post_type=tribe_events&p=28612 Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity Lynn Hunsaker

Self-paced or live: Fridays 10:30 AM to Noon New York = 16:30-18:00 Paris. Advanced Experience Leadership is a seminar for executives and experts (authors, keynoters, thought leaders, judges, award recipients, consultants, and certified or long-time practitioners of customer experience, employee experience, and partner experience). Participant Quote: "This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’." -- Victoria M, CCXP

The post Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity appeared first on Experience Leadership.

]]> Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity Lynn Hunsaker

Advanced Experience Leadership is a seminar for executives and experts (authors, keynoters, thought leaders, and certified or long-time practitioners of customer experience, employee experience, and partner experience).

Advanced CX masterclassIt’s available in live online classes or self-paced online training.

What got us through the 2010s (Experience Management) is insufficient for today’s marketplace needs. This course shows you how to modernize CX+EX+PX practices (Experience Leadership) for the new realities of the 2020s and beyond.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

This is by far the best course available on Experience Leadership for CX folks. You don’t know what you don’t know! Try this.

Balakrishna Murthy, CCXP, Carrefour

I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.

Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.

George Bell-Uribe, Head of Customer Experience, North America, Sage

This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.

Victoria Matthews, CCXP, Principal, SEMA4 Consulting

Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.

Mohammad Saad Usmani, PhD, Divisional Head, Learning & Talent Management, United Bank Limited

The Advanced CX course is ideal for senior CX executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.

Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

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 Mueller, CCXP, Senior Vice President, Client Insight, SMG
 
 
Fridays 10:30 AM to Noon New York = 16:30-18:00 Paris = 21:00-22:30 Mumbai

June 3 — Mastering VoX & Intelligence

June 10 — Mastering Operationalized Strategy

June 17 — Mastering Metrics & Analytics

June 24 — Mastering Improvement & Design

July 8 — Mastering Culture & Accountability

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

 

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Frequently Asked Questions

What does this course include?

 

Choose the self-paced or live classes — either way, you get 2 workbooks for each of 5 topics, succinct recordings for each workbook, links to templates and case studies, scenario exercises as adult learning essentials, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, and online quiz game, all with no expiration.

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. Experience Data Analysis (indexes, statistics, return on experience)
  2. Tie Experience to C-Suite (executive buy-in, corporate pillars, stimulating action)
  3. Experience ROI Drivers (choice and use of metrics, engagement metrics)
Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Methods (improvement, innovation, design)
  2. Mobilizing (managing change and silos)
  3. Focusing (segmentation, personas, maps)
Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. Customer-Centricity (evaluation, DNA)
  2. Way of Thinking: Adoption (top-down, alignment, influence)
  3. Way of Doing: Accountability (engagement, collaboration, rewards)
Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class Insights (maturity, using intelligence)
  2. Designing VoX (who to ask, how to ask, what to ask)
  3. Stimulating Action (strategic impact maps, checklist)
Experience strategy needs a reboot, as essentially no company is in the Good or Excellent category of benchmark studies like Forrester’s. Greater strategic impact is possible by systematizing a logical flow of experience efforts that prevent unwanted experiences for stakeholders.

  1. Setup for Success (intentional experience, ecosystem, branded experience)
  2. Operationalized Strategy (self-assessment, foundation and building-blocks, template)
  3. CX Governance (deployment, smoothing silos, return on experience)

You can also earn your Experience Leadership certificate and social media badge and schedule a follow-up Q&A session with instructor Lynn Hunsaker, who is a CCXP and CXPA Recognized Training Provider.

Experience Leadership Certificate      Experience Leadership Badge

I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.

Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.
 

Mohammad Saad Usmani, PhD, Divisional Head, Learning & Talent Management, United Bank Limited

 

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Now that you’ve earned your CCXP credential or other certificate, this is your opportunity to master strategic impact and maturity practices to assure strongest performance in your career.

Expand and deepen your command of customer experience, employee experience, and partner experience leadership.

You’ll see clearly how current best practices’ business results can be outpaced by strategic impact practices (aka “unpracticed best practices”). You’ll gain a new vision for propelling maturity and scalability of your experience leadership practices.

The CRC (CCXP renewal credits) requirement is 20 hours of continual education to renew your CCXP credential every two years. Essentially, the CXPA accepts one hour of study with a Recognized Training Provider as one CRC. In addition to the live and/or recorded classes, you will probably want to revisit certain parts of the class recordings and workbooks, as well as the quiz games, quizzes, links to tools and case studies, and topic mastery short-answer scenarios.

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min)
  • Improvement & Design: 1.4 hours (23 min + 60 min)
  • Culture & Accountability: 1.4 hours (37 min + 46 min)
  • VoC & Intelligence: 1.6 hours (44 min + 49 min)
  • Operationalized Strategy: 1.3 hours (24 min + 55 min)

Many participants like to revisit the recordings, because you can use the outline thumbnails to go directly to any page for review and in-depth thinking. All versions of this course include quizzes and topic exploration, topic application, and topic mastery exercises, so your time with that earns CRCs, too.

This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.

Victoria Matthews, CCXP, Principal, SEMA4 Consulting

 

 

 

Customer + Employee + Partner Experience

3 levels of impact: touchpoints –> management –> leadership

Experience Touchpoints Experience Management Experience Leadership
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success		 The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations. Company-wide alignment to core stakeholders’ expectations.
How can they help our brand right now? guidance and programs to prevent churn and drive renewals, upsells and cross-sells for revenue growth How can they help our brand now and in the future? interaction-based, programmatic, engaging stakeholders as brand allies for revenue growth How can we aid their goals? most profitable and scalable: culture-based, strategic, engaging stakeholders to prevent issues, embedding magnetic attraction for lifetime value growth

This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.

George Bell-Uribe, Head of Customer Experience, North America, Sage

 

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Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

customer experience ROI

Recognized Training Provider

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 Mueller, CCXP, Senior Vice President, Client Insight, SMG

 

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Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

 

 

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

 

 

 

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Elevate Your Skills Now

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

 

 

 

ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

customer experience skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, virtual conference or roundtable.

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

1 User

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

5 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

10 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

15 Users

  • Billed once per month until cancelled

  • Billed once per quarter until cancelled

  • Billed once per year until cancelled

25 Users

 

 

 

The Advanced CX course is ideal for senior CX executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.

Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

 

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The post Advanced MasterClass: Experience Leadership for Strategic Impact & Maturity appeared first on Experience Leadership.

]]> " data-timestamp="1653253995" data-token="7ed98adfdbec7362cdc6ccdafdecee89a71a8d7dcf1bfcb482b0026b0cec0472" data-action="edd_add_to_cart" data-download-id="28918" data-variable-price="yes" data-price-mode=single data-price="0" >Get Your CCXP Exam MasterClass
This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.
Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health
  • Metrics & Analytics = CXPA’s Metrics, Measurement & ROI
  • Improvement & Design = CXPA’s Design, Implementation & Innovation
  • Culture & Accountability = CXPA’s Culture & Accountability
  • VoC & Intelligence = CXPA’s Customer Insights & Understanding
  • Operationalized Strategy = CXPA’s Customer Experience Strategy

  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy

Highlight what you want to remember:
CCXP Class

Go directly to any page:
CCXP Training

Take notes in your pre-class workbook and in-class workbook:
CCXP certification

Improve recall and application through exercises on every page:
CCXP exam

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When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
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Events Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Sun, 22 May 2022 10:33:31 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.3 CCXP Exam MasterClass https://clearaction.com/event/ccxp-exam-masterclass/ Tue, 24 May 2022 03:00:00 +0000 https://clearaction.com/?post_type=tribe_events&p=32522 CCXP Exam MasterClass Lynn Hunsaker

Self-paced or live: Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney. Signup for one class or any combination of dates that work best for you. Participant Quote: "I loved this insightful and practical course. Takes CXM from theory to action. The Topic Mastery approach helps dive deep into each CCXP competency. Worth every cent. Fully recommended!" — Tatiana Ramirez, Marketing Director, Instituto de Mercadeo Agropecuario

The post CCXP Exam MasterClass appeared first on Experience Leadership.

]]> CCXP Exam MasterClass Lynn Hunsaker

CCXP Exam MasterClass elevates your mastery of the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

Mondays 8 PM to 9:30 PM New York = TUESDAYS 06:30 India = 08:00 Shanghai = Noon Sydney

May 23/24 — Operationalized Strategy

June 6/7 — Metrics & Analytics

June 13/14 — Improvement & Design

June 20/21 — Culture & Accountability

June 27/28 — VoC & Intelligence

These topics rotate continuously. Start any week!

7-Day GuaranteeRegister for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to repeat a class topic at no extra charge. If your schedule misses a topic, attend it at a future date. If you prefer different dates/times, let us know at Success@ClearAction.com.

With this course, you do not need any other books, videos, or quizzes to succeed in the CCXP exam. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Experience Leadership class is available in live online classes or on-demand self-paced online training.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     OTE Group     Cisco     Juniper Networks     Herbalife

This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.

Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

The course was extremely helpful. I felt that your instruction was spot on.

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.

Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

I’m happy to give credit to the prep course for ‘pushing me over the top’ in passing the CCXP exam today.

I’ve recommended ClearAction CCXP training to many others. Thanks again!

Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Thank you for all your help with the CCXP and other useful information about customer experience. Much appreciated!

Somesh Chablani, CCXPSomesh Chablani, CCXP, Global Head of Digital Transformation Sales, FIS

Great course, Lynn! It definitely helped me earn my CCXP credential.

Roberta O'Keith CCXPRoberta O'Keith, CCXP, Customer Experience Leader, Murphy-Hoffman

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

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Get Your CCXP Exam MasterClass
This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!
Heather YoungerHeather Younger, CCXP
Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Frequently Asked Questions

Books give you interesting examples, but fall far short of covering the CCXP exam blueprint. Practice questions get you in the multiple-choice mindset, but fall far short of mastering the topics for on-the-job use. Other classes take lots of time away from your routines.

You’ll get far more in less time, effort, and cost through this course than you will from any other study approach. Why? By design: conciseness respects precious time. Thoroughness sets you up for superior success far beyond an exam. Low cost makes this available to everyone.

You’re benefitting from hundreds of classes taught, and how that influenced the instructor’s wisdom in extensive reorganization of content flow, slide content, explanations, exercises, and individual feedback to you.

Your instructor is not only a seasoned leader of significant company-wide customer experience improvement across a 15-year span, but also a seasoned university instructor and executive instructor across another 15-year span.

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

Get everything you need to pass the CCXP exam
Save time: the fastest way to truly learn CXPA’s CXM body of knowledge
Recently updated resources meet all new requirements
People from 50+ countries have benefited from this course
Designed by a real CX leader, Lynn Hunsaker, CCXP, RTP
Volume discount for 5 or more participants from your firm: use checkout code = 5ormore
Get a 15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam

Optional extras include:

  • Free instructor feedback on scenario exercises
  • Experience Leadership Topic Mastery certificate and social media badge
  • CCXP Exam Preparation book (Bartlett; PDF)
  • Weekly study groups led by instructor Lynn Hunsaker, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider

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When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration:
7-Day Guarantee

Get Your CCXP Exam MasterClass
This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.
Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health
  • Metrics & Analytics = CXPA’s Metrics, Measurement & ROI
  • Improvement & Design = CXPA’s Design, Implementation & Innovation
  • Culture & Accountability = CXPA’s Culture & Accountability
  • VoC & Intelligence = CXPA’s Customer Insights & Understanding
  • Operationalized Strategy = CXPA’s Customer Experience Strategy

  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy

Highlight what you want to remember:
CCXP Class

Go directly to any page:
CCXP Training

Take notes in your pre-class workbook and in-class workbook:
CCXP certification

Improve recall and application through exercises on every page:
CCXP exam

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! No expiration!
7-Day Guarantee

Download Your CCXP Class Now
The Clear Action course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.
Vice President of Customer Experience

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min) = CCXP Metrics, Measurement & ROI
  • Improvement & Design: 1.4 hours (23 min + 60 min) = CCXP Design, Implementation & Innovation
  • Culture & Accountability: 1.4 hours (37 min + 46 min) = CCXP Culture & Accountability
  • VoC & Intelligence: 1.6 hours (44 min + 49 min) = CCXP Customer Insights & Understanding
  • Operationalized Strategy: 1.3 hours (24 min + 55 min) = CCXP Customer Experience Strategy

For CCXP study, you’ll need at least 3 hours x 5 topics (15 hours total) to complete the Topic Mastery scenarios, quizzes, and quiz game.

Your time is valuable: the more succinct the course, the more the instructor prepared to respect your time. How is it possible?

  1. Links to templates and case studies let you deep-dive where you prefer.
  2. The introductory workbook/recording let you skip what you already know and focus on what’s new to you.
  3. In-class workbook exercises let you validate new information.
  4. Your instructor made tremendous efforts testing layouts and approaches, reorganizing, and simplifying materials to zero-in on what works best for you.
  5. Your instructor has designed dozens of courses, taught at several universities, written hundreds of CX thought leadership articles, and led company-wide CX for many years.
  6. Topic mastery scenarios pull it all together in a vividly memorable way.
I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

If you’re planning for the CCXP exam, topic mastery short essay quizzes are your best readiness indicator for CCXP exam success. Overall, you save a lot of time and learn much more! With this class, you won’t need extensive multiple choice quizzes, travel, or pre- and post-travel prep/catch-up, or books. This class helps you really learn what’s best, taking the guesswork out of your exam and, most importantly, helping you apply it in your career.

Learn how to make customer experience world-class for your company and your career growth.

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Download Your CCXP Class Now

Partial list of CCXPs who benefited from this CX class:

Kari Baker
Krista Breckman
Kevin Carruthers
Andrew Esemezie
Sophia Frey
Dennis Lemon
Jennifer MacDonald
Nancy Ortenberg
Sandra Pacitti
Michael Poulin
Aviva Shiff
Shawn Silzer
Simone Wilson
Julianna Zaremba

Mohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby Miles Courtney-Thomas
Abdallah Elbadawy
Rania ElMehwi
Graham Fagan
Sabrina Haddach
Raphael Hergge
Izzat Husrieh
Jolian Ibrahim
Gustavo Imhof
Mahmoud Jallad
Oghenekevwe John-Olori
Valentin Kaelin
Clare Kavanagh
Emma Ledwidge
Katerina Mavrou
Laura Metcalfe
Youssef Negm
Jean Ochse
Stephanie Ogulin-Weinlich
Rebecca Okoroji
Attia Salim
Ahmad Sidawi
Agnes Sroka
Erika Toth
Marios Vlachos
Remi Weber

Ryan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Courtney Arthurholt
Sherrie Austin
Gary Batroff
Myoung Blaauboer
Paul Broughton
Susan Brown
Eddie Christian
Lonna Coleman
Braeden Daly
Venkata Dasari
Stephanie Davis
Shannon Denniston
Erin DeSilva
Aaron Fox
Maura Goicochea
Amy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Mitchell Josh
Kim Kemmer
Sheila Knight-Fields
Brian Latham
Marla Lucas
Aubrey Macklin
Megan Marburger
Rachael McBrearty
Joseph Mitileri
Jessica Noble
Rachael Perez
Robert Perez
Ryan Peterson
Joe Powell
Terry Reynolds
Eric Rhoades
Bob Roark
Sarah Sang
Michelle Sawa
Vidhya Siriam
Melissa Skogan
Ima Somers
Paul Stone
Matt Stuckey
Leigh Taylor
Steve Tennant
Alyce Traverso
Eric Ullman
Katie Wallace
Cassie Wilcox
John Wong
Ellie Wu
Maggie Young
Errol Youngborg
Heather Younger

Ralf Achtelstetter
Jennifer Alcarez
Sanjay Asthana
Wai Au
Risa Baltes
Michael Bartlett
Tracy Bernstein
Millicent Blalock
Patrice Blum
Jodi Bradley
Alan Brooks
Beckie Brooks
Somesh Chablani
Abhitabh Chandra
Alison Circle
Darby Coe
Mary Rose Coleman
Ram Dasari
Gene De Libero
Kim Dixon
Michelle Ebbs
Fernando Egea
Katelyn Fisher
Lisa Flynn
Tanya Fowler
Carolyn Galvin
Amy Goodwin
Ann Gougebas
Michael Hadden
Anne Hampton
Lisa Haskins
Jeffrey Heath
Frank Hone
Cecilia James
Wanda Jett
Suzanne Kinney
James Kitterman
Tracy Kuchar
Jason Kuperschmid
Scott Kyles
Dennis Lemon
Craig Lieneck
Jack Mackey
Matt Macon
Sheila March
Sandra Mathis
Ryan McKeever
Ron Mozalewski
Jacquie Mueller
Kyle Murphy
Lisa Musante
Logan Nasr
Shawn Noble
Roberta O’Keith
Daniel Olsen
Nikki Pampalone
Liliana Petrova
Kristen Rice
Eileen Rimeikis
Angeleen Rohda
Jonathan Ruchman
Natalie Schneider
Margie Sfeir
Maulin Shah
David Shaw
Diane Simmons
Mark Smith
Bill Stavros
Tim Steinmetz
Mario Toussaint
Bob Trent
Nancy Vega
Laura Vigliotta
Erin Wallace
Carrie Weston
Cassie Wilcox
Jennifer Wright
Kristina Zeitvogel

Parag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Rod Netterfield
Magda Prada
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Good news! Spanish CCXP prep course now available!

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.
Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

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CX Class Agenda

Metrics, Measurement & ROI

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. CX Data Analysis
    • Indexes & Statistics
    • Return on CX
  2. Tie CX to C-Suite
    • Getting Execs’ Buy-in
    • Stimulating Action
  3. CX ROI Drivers
    • Choice & Use of Metrics
    • Engagement Metrics

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Lifetime value, NPS, CSAT, effort score, health score, secure index
  • Retention, share of wallet, wallet allocation rule, sales velocity, margin expansion
  • Value quotient, CX annuities, jobs-to-be-done, core-growth customers
  • Statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs
  • Tech buying, budget, data mining, predictive analytics
  • Stated and implied importance, regression, correlation, key driver analysis
  • Benchmarking, qualitative and quantitative data, perception data, descriptive and outcome data
  • Metrics communication and presentation, self-service data, engagement monitoring
  • Data visualization, data and metric silos, and more

Design, Implementation & Innovation

Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Methods
    • Improvement
    • Innovation
    • Design
  2. Mobilizing
    • Leading Change
    • Smoothing Silos
  3. Focusing
    • Segmentation
    • Maps & Personas

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Prevention of issue recurrence and occurrence, design thinking, human-centered design
  • Agile design and iterative ideation, behavioral science, innovation culture
  • Employee creativity, thinking hats, CX annuities, jobs-to-be-done, core-growth customers
  • Needs and wants, gap analysis, requirements and opportunities prioritization
  • Contextual inquiry, qualitative research, service blueprint
  • Research testing, prototyping, control and response plans, validation and verification, contingencies
  • Interdependencies, project management, process management, continual improvement, AI/tech choices, and more

Culture & Accountability

Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. Customer-Centricity
    • Evaluation
    • DNA
  2. Way of Thinking: Adoption
    • Top-Down
    • Alignment
  3. Way of Doing: Accountability
    • Engagement
    • Rewards

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Customer-centric maturity, executive sponsorship, business decision criteria
  • Strategic pillars, business goal alignment, performance ownership
  • Internal branding and messaging, employee journey and engagement, inclusion, charters and roles
  • CX annuities, jobs-to-be-done, core-growth customers, experience leadership, and more

Customer Insights & Understanding

Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class Insights
    • VoC Maturity
    • Using Intelligence
  2. Designing VoC
    • Who to Ask: Populations & Samples
    • How to Ask: Research & Findings
    • What to Ask: Questions & Ratings
  3. Stimulating Action
    • Strategic Impact Maps
    • Checklist

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Qualitative and quantitative research, behavioral science
  • Customer-initiated and company-initiated VoC, internal and external customer feedback
  • Operational and customer data, gap analysis, executives’ and employees’ customer insights
  • Stratified random samples, CX annuities, jobs-to-be-done, core-growth customers
  • Lifetime value, NPS, CSAT, effort score, health score, secure index, value quotient, statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs, data mining, predictive analytics, stated and implied importance, regression, correlation, key driver analysis, CX annuities, jobs-to-be-done, core-growth customers, and more

Customer Experience Strategy

Experience strategy needs a reboot, as essentially no company is in the Good or Excellent category of benchmark studies like Forrester’s. Greater strategic impact is possible by systematizing a logical flow of experience efforts that prevent unwanted experiences for stakeholders.

  1. Setup for Success
    • Intentional CX
    • CX Ecosystem
    • Branded CX
  2. Operationalized Strategy
    • Self-Assessment
    • Foundation & Building-Blocks
    • Template
  3. CX Governance
    • Deployment
    • Smoothing Silos
    • Return on CX

In addition to the list above, this class includes best practices and Ultimate PracticesTM for:

  • Strategic planning frameworks, alignment to brand values and attributes
  • Business case, CX annuities, jobs-to-be-done, core-growth customers
  • Benchmarking, cross-organizational collaboration, interdependencies among people and processes
  • Messaging internally and externally, strengthening CX DNA, and more
  • Metrics & Analytics = CCXP Metrics, Measurement & ROI
  • Improvement & Design = CCXP Design, Implementation & Innovation
  • Culture & Accountability = CCXP Culture & Accountability
  • VoC & Intelligence = CCXP Customer Insights & Understanding
  • Operationalized Strategy = CCXP Customer Experience Strategy
I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

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Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

Lynn is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Professional Certified Marketer, Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles.

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

ccxp ROI

CCXP Recognized Training Provider

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Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.
Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

Experience Leadership modernizes customer experience practices for the new realities of the 2020s and beyond. What got us through the 2010s (CX Management) is insufficient for today’s customer needs. Concise frameworks in this Experience Leadership class are tried-and-true success factors used in leading CX company-wide with significant strategic impact, maturity and scalability.

CX Touchpoints CX Management CX Leadership
Customer Service
Customer Success
Customer Loyalty
User Experience
CRM, . . .		 The set of practices that an organization employs to meet (or exceed) customers’ expectations. Company-wide alignment to core customers’ expectations.
one-by-one guidance and programs

To reverse churn and drive up-sells, cross-sells, and retention

 interaction-based, programmatic

To engage customers as brand allies for revenue growth

 culture-based, strategic, most profitable and scalable

To engage CX ecosystem in preventing issues for lifetime value growth

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I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

This class is great for ANYONE wanting to learn the CX body of knowledge — whether or not you’re seeking certification. 2 certificates are available:

  1. Experience Leadership Topic Mastery Certificate is earned by successfully answering 15 topic mastery scenarios: 3 for each of the 5 competencies. This is awarded by ClearAction Continuum, with individual feedback to you by CXPA Recognized Training Provider, Lynn Hunsaker.
  2. Certified Customer Experience Professional (CCXP) Certificate is earned by successfully answering 80% or more of 100 multiple choice questions in the CXPA’s CCXP exam. This is awarded by CXPA (Customer Experience Professionals Association).

CCXP certificates

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Benefits of becoming a CCXP include:

  • Validates credibility and expertise
  • Provides a framework for advancement
  • Increases marketability
  • Demonstrates commitment to continuous improvement

Many resource providers inappropriately use the terms “Certified,” “Accredited,” or “Accreditation” when the resource offered does not meet the rigor of measurement against an independent criterion of proficiency. Further, because there are many CX courses and certificate programs available, it is important to carefully consider the skills and qualifications of the program provider. The Customer Experience Professionals Association (CXPA) has established its Recognized Training Provider program to make that selection easier for you by evaluating RTPs against a tough set of quality standards. CXPA has also published a guide to “Choosing the right resources to strengthen your CX knowledge and programs.”


Here are four key questions to ask as you navigate the CX credentials landscape:

  1. Was the resource developed through a broad, consensus based process in alignment with industry standards for workplace credentials and does it properly represent itself?
  2. What rigor is reflected in the qualifications and assessment process of the credential?
  3. What is the reputation, reach, and track record of the resource provider?
  4. Do you have evidence that the credential is valued by employers?

 

From the CXPA website:

The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for customer experience (CX) practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.

For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.


Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.

The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.

The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.

The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2020. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Five competencies for CX were identified through the results of this analysis, and each area is represented by 13 to 20 questions on the 100-question exam:

  • Customer Experience Strategy
  • Customer Insights & Understanding
  • Culture & Accountability
  • Design & Improvement
  • Metrics & ROI


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Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

Get Coaching Now

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

ccxp skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

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I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

This course will accelerate success in your customer experience management efforts.

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