CCXP Class: This masterclass is great for ANYONE wanting to learn the CX body of knowledge — whether or not you’re seeking certification. This comprehensive, in-person customer experience training inspires expert, intermediate, and beginner levels through a multilayered hybrid approach.
This CX Masterclass emphasizes strategic impact and maturity practices in customer experience management — what it takes to rise above CX ROI norms. There is something for everyone, even experts, on every slide. You’re going to be inspired by dozens of fresh ideas for greater CXM enjoyment and growth.
You’ll love Phoenix/Scottsdale in January! We’ve rented a 5-bedroom home with hot tub, pool, ping pong table, putting green, grill, the most modern furnishings. Our masterclass will meet outdoors and indoors in this beautiful home. You are welcome to reserve one of the bedrooms or choose a nearby hotel. It has close proximity to Scottsdale shopping, restaurants, art galleries, and so much more!
Our masterclass is 19 miles from Phoenix International Airport (PHX). On January 20, the temperature in Phoenix typically ranges from 47°F to 66°F (8°C to 19°C). It is rarely below 39°F or above 76°F (4°C or above 24°C).
THURSDAY-FRIDAY, JANUARY 19-20
Phoenix, Arizona
Thursday – Metrics, Design, Culture, VoC 8 AM to 5 PM
Friday – Strategy, Certification, Application 8-11 AM
(includes 2 days catered breakfast and lunch and coffee breaks)
You can also add in-person or remote coaching to this course.
OR REQUEST A DATE — NOTE: for new CCXP class dates there is a minimum of 3 participants required before scheduling. Dates TBD per joint availability of participants.
Day 1 – Metrics, Design, Culture 9 AM to 4 PM
Day 2 – VoC, Strategy, Certification & Application 9 AM to 4 PM
(includes 2 days catered breakfast and lunch and coffee breaks)
Location: Phoenix, Arizona or your location
This course is for anyone who wants to learn the very best techniques for customer experience excellence.
Designed by a company-wide CX leader, Lynn Hunsaker, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider. Starting out as Voice of Customer Manager, she led customer experience transformation for many years at Fortune-250 companies as Strategic Information Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Global Quality.
Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:
I am so thankful to have enrolled in the Clear Action training. I am certain the material prepared me well for the exam. I highly recommend it to others.
Louise Johnson, CCXP, Vice President of Client Experience, CO-OP Financial ServicesI liked the practice questions and structured program for passing the exam. The recorded webinars with closed captioning allowed me to go at my own pace and know where to focus my studying. The consolidated summaries were very helpful.
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, CCXP, Vice President of Customer Experience, Magellan HealthI wish I’d bought your course earlier, as I’ve discovered you are teaching the real knowledge to us. Previously, I tried the CCXP exam unsuccessfully after buying all the popular practice exams.
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.
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, EnavateThis 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 Younger, J.D., CCXP, Employee FanatixCustomer 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, CCXPPersonally, 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 CareI 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, AIBThe 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 ManufacturingI’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 InsuranceExcellent 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, CCXP, Global Head of Digital Transformation Sales, FISGreat course, Lynn! It definitely helped me earn my CCXP credential.
Roberta O'Keith, CCXP, Customer Experience Leader, Murphy-HoffmanGet everything you need to pass the CCXP exam:
You get 2 masterclass workbooks (basics and advanced) for each of 5 competencies:
Join CCXPs from 50+ countries who have benefited from this course:
Insane deal! Our vision is for EVERY CX fan to learn from this course.
Our affordable pricing makes this possible!
Optional extras include:
- Get a 15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam
- Links to templates and case studies
- Free instructor feedback on scenario exercises
- Experience Leadership Topic Mastery certificate and social media badge
- CCXP Exam Preparation book (Bartlett; PDF)
- Peer-to-peer study groups
Also available: weekly live class or self-paced course with identical content.
Get started today!
Frequently Asked Questions
What is covered in this CX masterclass?
We start with Metrics, for clarity on leading indicators of financial growth. Next, leading indicators reveal what you should focus on in Design That shows you what’s needed in Culture. And that tells you how VoC needs to motivate and educate everyone. Pull it all together in your CX Strategy.
Metrics:
- Return on CX, getting execs’ buy-in, focus on highest value, aligning incentives
- Leading indicators, lagging indicators, balanced scorecard, stimulating action
- 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
- 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:
- Success factors for improvement, innovation, design, personas, journey maps
- Leading change, smoothing silos, company-wide momentum in acting on maps and personas
- 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, and more
Culture:
- Engaging executives at every level and in every function in making a difference for customers
- Customer-centricity self-assessment, keys to accountability
- 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
VoC:
- Customer-centric VoC, compelling customer intelligence, VoC portfolio
- 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, and more
Strategy:
- Intentional customer experience, CX north star, branded customer experience
- Operationalized strategy, CX ecosystem, governance, strategy template
- CX maturity roadmap, strategy success assessment
- 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
Get started today!
I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide InsuranceHow much time should I budget?
You can complete these CCXP class recordings in 6 hours. For full preparation, plan for 2-3 hours per competency to complete the recordings, topic mastery scenarios, quizzes, readings, and review. For live masterclasses, preview the basics recordings in advance. The live classes focus on the advanced workbook. Each of the 5 topics comes with a basics recording and workbook, an advanced recording and workbook, a review deck, 40 multiple-choice questions, and a quiz game.
| Competency | Basics | Advanced |
|---|---|---|
| Foundations | 29 min | |
| Metrics | 39 min | 26 min |
| Design | 23 min | 32 min |
| Culture | 23 min | 30 min |
| VoC | 29 min | 48 min |
| Strategy | 29 min | 38 min |
Get started today!
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.
How is this CX masterclass different?
Everything you need to pass the CCXP exam is included in this course. It includes far more than what’s covered in the CXPA Book of Knowledge and videos, quizzes, and books.
This CCXP class gets to the point concisely, simplifying your study, and saving time for you extensively. It bypasses extensive “noise” caused by numerous experts who have not driven company-wide customer experience transformation.
This CX masterclass is short because crucial CX information is split into basic and advanced recordings, workbooks, example links, and quizzes. You learn faster and your learning is longer-lasting through topic exploration, application, and mastery exercises. These are keys to adult learning success.
Get started today!
What does this CX class look like?
Earn points and badges for quiz games and module recordings:
Highlight what you want to remember:
Go directly to any page:
Take notes in your basic and advanced workbooks for each of 5 competencies:
Improve recall and application through exercises on every page:
Get started today!
I might not have passed the test without taking this course. The myth-busters / strategic impact advice really pushed me over the top to answer quite a few of the questions I would not have been confident in otherwise. It was time well spent.
Jessica Noble, CCXP, EnavateCan I earn a certificate?
- Experience Leadership Topic Mastery certificate and social media badge are 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.
- 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).
Get started today!
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, AIBWho has passed the CCXP exam?
Partial list of CCXPs who benefited from this CCXP class:
| Congratulations, CCXPs! | ||
|---|---|---|
| US West Ryan Abualsamh TJ Adler AJ Ajinwo Vicki Amon-Higa Corey Arthurholt Sherrie Austin Gary Batroff Amy Bell Myoung Blaauboer Ellen Brady Paul Broughton Susan Brown Eddie Christian Lonna Coleman Braeden Daly Venkata Dasari Stephanie Davis Shannon Denniston Erin DeSilva Aaron Fox Lani Lorenz Fry |
Maura Goicochea Sharone Goldman Amy Goodwin Mandy 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 Rodney Smith Krutika Sogal Paul Stone Matt Stuckey Leigh Taylor Steve Tennant Alyce Traverso Eric Ullman Katie Wallace John Wong Ellie Wu Maggie Young Errol Youngborg Heather Younger |
| US East Ralf Achtelstetter Jennifer Alcarez Rhonda Allen 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 Ann Gougebas Michael Hadden Anne Hampton Lisa Haskins Jeffrey Heath Frank Hone Cecilia James Wanda Jett Carolyn Jeskey Louise Johnson Suzanne Kinney Jim Kitterman Carolyn Klinger Tracy Kuchar Jason Kuperschmid Scott Kyles Craig Lieneck Matt Macon Sheila March Sandra Mathis Ryan McKeever Katie McNamara Ron Mozalewski 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 Ron Taylor Mario Toussaint Bob Trent Nancy Vega Laura Vigliotta Carrie Weston Cassie Wilcox Jennifer Wright Kristina Zeitvogel |
| Canada Kari Baker Krista Breckman Kevin Carruthers Andrew Esemezie Sophia Frey |
Ruth John Dennis Lemon Jennifer MacDonald Nancy Ortenberg Sandra Pacitti |
Michael Poulin Aviva Shiff Shawn Silzer Simone Wilson Julianna Zaremba |
| EMEA Raneem Al Delaijan Mohammed Albadr Darryl Alexander Muneera AlSunaid Paola Annis Ehsan Bin-Abdullah Daniel Bogaards Vicky Brookes Horacio Calvo Gabriela Ciupitu Toby Courtney-Thomas Veronika Dittes Ma’en El-Baz Abdallah Elbadawy Rania Mehwi |
Graham Fagan Sabrina Haddach Raphael Hergge Izzat Husrieh Jolian Ibrahim Gustavo Imhof Mahmoud Jallad Oghenekevwe John-Olori Valentin Kaelin Clare Kavanagh Emma Ledwidge Andrew Loach Katerina Mavrou Laura Metcalfe |
Youssef Negm Jean Ochse Stephanie Ogulin-Weinlich Rebecca Okoroji Attia Salim Ahmad Sidawi Ima Somers Agnes Sroka Grace Tagwireyi Erika Toth Yasmin Van Den Hoven Marios Vlachos Remi Weber Marleen Wedler Silke Wiesel |
| Oceania/Asia Parag Alurkar Mohammad Firdhaus Baharom Sonia Bhatia-Salmin Lionel Bird Lindsay Carapella |
Surbhi Chadha Laurence Fox Zora Hoare Jenny Hunter Raju Kotagal Carsten Ley Sangeetha Murthy Rod Netterfield |
Ravindra Patwardhan Magda Prada Anita Siassios Aurawan Sachaphornskul Ian Stokol |
| Latin America Samantha Conyers Felipe Jurjevic |
Sebastien Munar Marcelo Riva |
Tatiana Ramirez Francisco Zapata |
Get started today!
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, CCXPWho is the CX masterclass designer & instructor?
The Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Voice of Customer Manager, Strategic Information Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Global Quality. Partial list of accomplishments:
- 16X reduction in customers’ time for service
- Exceeded customers’ expectations by 75%
- 10X increase in customer productivity
- 23X reduction in lead time from 5 days to 5 hours
- 6X improvement in trouble-shooting cycle time
- $1M savings monthly to the customer
- 80% reduction in customer engineers’ cycle time
- 75% reduction in customer-reported bugs/issues
As a California certified teacher, Lynn 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 Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles, and Professional Certified Marketer.
She 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. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.
Get started today!
Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.
Ron Mozalewski, CCXP, Executive Director, Advocate Health CareWhat is the CCXP Exam?
The CCXP certification exam is owned and administered by the Customer Experience Professionals Association. (CXPA.org)
There are 100 multiple-choice CCXP questions, with one correct answer and three incorrect options. The score required to pass the examination is 80%.
Many parties 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.
- Was the resource developed through a broad, consensus-based process in alignment with industry standards for workplace credentials? Does it properly represent itself?
- What rigor is reflected in the qualifications and assessment process of the credential?
CCXP exam questions are based on an industry-wide job task analysis. In 2020, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. These findings shaped the current upgrade of the CCXP exam.
CXPA established the Recognized Training Provider credential to assure you of high quality. RTPs are selected according to a challenging set of quality standards. In 2015, the online CCXP prep course designed by Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, was the first recipient of CXPA’s seal of approval.
Get started today!
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 Younger, J.D., CCXP, Employee FanatixWhat is Experience Leadership?
ClearAction’s CX class teaches you how to make CX excellence a way of life in your company.
| 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 your ecosystem in preventing issues for lifetime value growth |
Get started today!
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.
Can I schedule this only for my company?
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.
Can I schedule an application workshop?
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.
Can I schedule coaching with Lynn Hunsaker?
Coaching can be specific to your CCXP exam preparation or to your on-the-job application of this course.
You can schedule coaching anytime, before or after your exam or study.
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 for customer experience, employee experience, and partner experience:
- Metrics, dashboards, value
- Bonuses and recognition
- Deployment challenges
- Strategy, culture, and adoption
- CX solution provider selection and management
- Voice of the customer methodology and actionability
- Intelligence and insights
- Customer-centered marketing and processes
- 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!
You can schedule your coaching session(s) on Cl*******************@Cl*********.com/bookings/" target="_blank" rel="noopener">Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.
Can I get ongoing skill-building?
The Experience 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.
- 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.
- ClearAction courses are available inside the Value Exchange at no extra charge!
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