Cours de Français CCXP

Professionnel Certifié de l’Expérience Client

ccxp

Cours de Français CCXP

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

Un cours COMPLET pour réussir votre examen Professionnel Certifié de l’Expérience Client (CCXP)!

Professionnel Certifié de l’Expérience Client est connu comme Certified Customer Experience Professional (CCXP). CCXP reconnaît votre connaissance de la discipline de l’expérience client. L’examen de certification CCXP en 100 questions est basé sur une analyse des tâches effectuée par Customer Experience Professionals Association (CXPA).

Ce cours s’adresse à tous ceux qui souhaitent apprendre les meilleures techniques pour l’excellence de l’expérience client. Plusieurs dizaines de CCXP ont utilisé UNIQUEMENT ce cours pour réussir immédiatement l’examen CCXP.

Gagnez du temps et de l’argent avec cette masterclass CCXP! Vous n’avez pas besoin d’autres livres, vidéos ou quiz pour réussir l’examen CCXP. Vous obtenez beaucoup plus de ce cours que de TOUTE autre ressource CCXP. Ce cours est 100% à jour avec le nouveau corpus de connaissances sur l’expérience client de CXPA.

CCXP Espanol1. Métriques et Analyses (seul ce sujet disponible auhourd’hui)
2. Design et Amélioration (bientôt disponible)
3. Culture & Responsabilité (bientôt disponible)
4. VoC et Intelligence (bientôt disponible)
5. Stratégie Opérationnelle (bientôt disponible)

Instruction par un fournisseur de formation reconnu par CXPA, Lynn Hunsaker
USD $59 par sujet, USD $195 pour le cours complet

Essayez 1 sujet maintenant pour usd59 et obtenez -usd59 de réduction pour le cours complet!

CCXP est la référence standard à l’échelle de l’industrie pour l’expérience client.

Reconnu par les passionnés de CCXP et CX de ces entreprises et des centaines d’autres:

Sage     OTE Group     QTS Data Centers     Cisco     Juniper Networks     Herbalife

Une riche ressource claire et précise au sujet de gestion de l’expérience client par des analyses et des métriques, le contenu que je n’ai pas trouvé ailleurs. Très utile et pratique pour mener mon travail par excellence et aider les organisations à passer à un niveau supérieur. La disponibilité et l’écoute de Lynn sont aussi remarquables, malgré son agenda remplis, ce qui ajoute une valeur humaine inestimable à cette formation. 

Tatiana Yakovenko, Product Owner CX/UX

Ce cours est excellent! Cela m’a vraiment aidé à découvrir ce que je ne savais pas et m’a également aidé à solidifier mon approche de la transformation CX. J’ai adoré pouvoir écouter dans ma voiture, sur une tablette ou à mon bureau. Je recommande vivement ce cours. Ça vaut chaque centime et j’ai aussi réussi l’examen CCXP la première fois!

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

Merci, Lynn Hunsaker. Excellent cours, et m’a aidé à réussir la 1ère tentative.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

J’ai trouvé les supports de cours excellents. Ils ont été ma principale source de préparation à l’examen. Si vous avez une formation en CX, les enregistrements et autres documents de lecture sur ce site sont tout ce dont vous avez besoin. Lynn a également été d’une aide fantastique pour des requêtes spécifiques que j’avais à différentes étapes. Elle est réactive, serviable et très solidaire. Je recommanderais fortement ClearAction.

Graham Fagan, CCXP, Group Director, AIB

Merci pour toute votre aide avec le CCXP et d’autres informations utiles sur l’expérience client. Très appréciée!

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

Voici ce que vous obtenez! 2 cahiers de classe (de base et avancés) pour chaque compétence, plus des liens vers des ressources, plus des enregistrements succincts pour chaque cahier, plus des exercices de scénario comme éléments essentiels de l’apprentissage des adultes, plus des quiz à choix multiples avec des indices et des explications.

Pas d’expiration, l’accès à vie. Étudiez à votre propre rythme.

Downloads Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Thu, 30 Jun 2022 18:09:19 +0000 en-US hourly 1 https://wordpress.org/?v=6.0 CCXP Français https://clearaction.com/downloads/ccxp-francais/ Tue, 03 May 2022 19:44:22 +0000 https://clearaction.com/?post_type=download&p=33340 CCXP Français Lynn Hunsaker

Cours de Français CCXP Professionnel Certifié de l’Expérience Client Cours de Français CCXP Apprenez la gestion de l'expérience client dans ce cours en ligne à votre rythme. Un cours COMPLET pour réussir votre examen Professionnel Certifié de l'Expérience Client (CCXP)! Professionnel Certifié de l'Expérience Client est connu [...]

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]]> CCXP Français Lynn Hunsaker

Cours de Français CCXP

Professionnel Certifié de l’Expérience Client

ccxp

Cours de Français CCXP

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

Un cours COMPLET pour réussir votre examen Professionnel Certifié de l’Expérience Client (CCXP)!

Professionnel Certifié de l’Expérience Client est connu comme Certified Customer Experience Professional (CCXP). CCXP reconnaît votre connaissance de la discipline de l’expérience client. L’examen de certification CCXP en 100 questions est basé sur une analyse des tâches effectuée par Customer Experience Professionals Association (CXPA).

Ce cours s’adresse à tous ceux qui souhaitent apprendre les meilleures techniques pour l’excellence de l’expérience client. Plusieurs dizaines de CCXP ont utilisé UNIQUEMENT ce cours pour réussir immédiatement l’examen CCXP.

Gagnez du temps et de l’argent avec cette masterclass CCXP! Vous n’avez pas besoin d’autres livres, vidéos ou quiz pour réussir l’examen CCXP. Vous obtenez beaucoup plus de ce cours que de TOUTE autre ressource CCXP. Ce cours est 100% à jour avec le nouveau corpus de connaissances sur l’expérience client de CXPA.

CCXP Espanol1. Métriques et Analyses (seul ce sujet disponible auhourd’hui)
2. Design et Amélioration (bientôt disponible)
3. Culture & Responsabilité (bientôt disponible)
4. VoC et Intelligence (bientôt disponible)
5. Stratégie Opérationnelle (bientôt disponible)

Instruction par un fournisseur de formation reconnu par CXPA, Lynn Hunsaker
USD $59 par sujet, USD $195 pour le cours complet

Essayez 1 sujet maintenant pour usd59 et obtenez -usd59 de réduction pour le cours complet!

CCXP est la référence standard à l’échelle de l’industrie pour l’expérience client.

Reconnu par les passionnés de CCXP et CX de ces entreprises et des centaines d’autres:

Sage     OTE Group     QTS Data Centers     Cisco     Juniper Networks     Herbalife

Une riche ressource claire et précise au sujet de gestion de l’expérience client par des analyses et des métriques, le contenu que je n’ai pas trouvé ailleurs. Très utile et pratique pour mener mon travail par excellence et aider les organisations à passer à un niveau supérieur. La disponibilité et l’écoute de Lynn sont aussi remarquables, malgré son agenda remplis, ce qui ajoute une valeur humaine inestimable à cette formation. 

Tatiana Yakovenko, Product Owner CX/UX

Ce cours est excellent! Cela m’a vraiment aidé à découvrir ce que je ne savais pas et m’a également aidé à solidifier mon approche de la transformation CX. J’ai adoré pouvoir écouter dans ma voiture, sur une tablette ou à mon bureau. Je recommande vivement ce cours. Ça vaut chaque centime et j’ai aussi réussi l’examen CCXP la première fois!

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

Merci, Lynn Hunsaker. Excellent cours, et m’a aidé à réussir la 1ère tentative.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

J’ai trouvé les supports de cours excellents. Ils ont été ma principale source de préparation à l’examen. Si vous avez une formation en CX, les enregistrements et autres documents de lecture sur ce site sont tout ce dont vous avez besoin. Lynn a également été d’une aide fantastique pour des requêtes spécifiques que j’avais à différentes étapes. Elle est réactive, serviable et très solidaire. Je recommanderais fortement ClearAction.

Graham Fagan, CCXP, Group Director, AIB

Merci pour toute votre aide avec le CCXP et d’autres informations utiles sur l’expérience client. Très appréciée!

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

Voici ce que vous obtenez! 2 cahiers de classe (de base et avancés) pour chaque compétence, plus des liens vers des ressources, plus des enregistrements succincts pour chaque cahier, plus des exercices de scénario comme éléments essentiels de l’apprentissage des adultes, plus des quiz à choix multiples avec des indices et des explications.

Pas d’expiration, l’accès à vie. Étudiez à votre propre rythme.

Liste partielle des CCXP ayant bénéficié du cours d’excellence de l’expérience client:

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
Elly Domene
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
Amy Bell
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
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
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
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

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Journey Map Train-the-Trainer Course https://clearaction.com/downloads/journey-map/ Wed, 19 Jan 2022 22:00:10 +0000 https://clearaction.com/?post_type=download&p=32373 Journey Map Train-the-Trainer Course Lynn Hunsaker

Motivate growth CX, EX & PX Journey Map Facilitation Skills For customer journeys, employee journeys, and partner journeys, you need to engage ongoing cross-organizational collaboration. Journey map success relies on making significant changes that customers will continually reward. Most approaches fall short in the way personas are selected, [...]

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Journey Map Train-the-Trainer Course Lynn Hunsaker

Motivate growth

CX, EX & PX

journey map training

Journey Map Facilitation Skills

For customer journeys, employee journeys, and partner journeys, you need to engage ongoing cross-organizational collaboration.

Journey map success relies on making significant changes that customers will continually reward. Most approaches fall short in the way personas are selected, the way maps are drafted, the way workshop participants use their energy, and the way post-workshop efforts are managed.

Your team and champions can learn how to draft an expectations persona and journey map, and how to facilitate actioning workshops.

  • Discover success factors for growth-sustaining journey maps
  • Contrast typical personas and journey maps vs. strategic-impact personas and maps
  • Identify jobs-to-be-done(JTBD) or intended outcomes of customers, employees, and partners
  • Draft an expectations persona that’s actionable across your entire ecosystem
  • Sketch a journey map that motivates continual engagement
  • Learn how to conduct journey map research effectively and efficiently
  • Plan participants’ successes for before, during, and after your journey map workshop
  • Determine high-impact workshop exercises and facilitation approaches
  • Jump-start your upcoming journey map workshop

What people are saying about ClearAction training:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

ClearAction worked with Thomson Reuters on several occasions. Because they managed CX in the B2B space for years, they could provide us with examples and stories to which we could easily relate. They offered practical tools we could implement right away. It was incredibly beneficial for us to work with ClearAction. They elevated our collective CX knowledge and helped us achieve a higher level of CX maturity.

Alice Chu, CCXP, Director of Customer Experience, Thomson Reuters

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

I’ve had the opportunity to work with ClearAction Continuum on several projects. They are very dependable, detail oriented and have an extremely high sense of integrity. There’s no question they will do what’s needed to ensure the work is done correctly and the client’s best needs are taken into account.

Linda Popky, Strategic Development Board, Watermark

The customer experience management field and role is exciting, dynamic and complex, requiring many skills and competencies. ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.

Desirree Madison-Biggs, CCXP, Former Chairperson of the Board, CXPA

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

 

Frequently Asked Questions

  • Live class in-person or remotely, in one day or two half-days
  • Pre-class assignment to hit the ground running
  • Train-the-trainer workbook
  • PowerPoint templates for your workshop
  • Co-creation of your first expectations persona and strategic-impact journey map
  • Self-assessments for workshop facilitation readiness
  • Expert advice for planning, facilitation, and change management

 
Get a peek into this course’s new wisdom:

 

Lynn HunsakerThe Strategic Impact Personas & Journey Maps 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

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 your journey map:

  • Metrics, dashboards, value
  • Bonuses and recognition
  • Deployment challenges
  • Strategy, culture, and adoption
  • Solution provider selection and management
  • Voice of the customer methodology and actionability
  • Intelligence and insights
  • Marketing and processes
  • Improvement and innovation
  • 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 Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

ClearAction’s 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.

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.

The Experience 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

 

Get your journey map train-the-trainer course today

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C-Suite Customer Experience Course https://clearaction.com/downloads/c-suite-customer-experience/ Tue, 07 Dec 2021 21:33:56 +0000 https://clear.whelkdev.ca/?post_type=download&p=31992 C-Suite Customer Experience Course Lynn Hunsaker

Live course for CEO’s direct reports and board members, with online resources to uplevel your C-Suite customer experience leadership

The post C-Suite Customer Experience Course appeared first on Experience Leadership.

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C-Suite Customer Experience Course Lynn Hunsaker

Growth Guide for Boards & C-Suite

Customer-centric growth strategy

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.

  • 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

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. See the example of topics covered in this article: Customer Experience Growth Mindset for Executives.

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 (remotely or in-person) in a single 90-minute or 2-hour session, or in one 3-hour course, or three 90-minute segments, or any combination of topics and length you prefer.

Agenda example:

  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

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

Limited time license to the online course materials

Optional train-the-trainer session with business unit CX leaders, for in-house training of further managerial levels

Let us know: your 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.

REQUEST INFO
 

C-Suite Course Instructor

Lynn HunsakerThe C-Suite 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

 

Lynn is a seasoned CX professional. In the Experience Leadership course, 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
 
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.

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. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

CXPA Recognized Training Provider

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.

 

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Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam https://clearaction.com/downloads/sample-experience-leadership-course-for-cx-enthusiasts-ccxp-exam/ Tue, 12 Oct 2021 21:10:20 +0000 http://clear.whelkdev.ca/?post_type=download&p=29836 Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam Lynn Hunsaker

Try this self-paced, 12-minute sample learning resource to get a sense of the breadth, depth, and efficiency of the Experience Leadership Course. To access this sample class, just enter your email address in the checkout process and then go to "My Classes" in the upper right corner of ClearAction.com. We respect your privacy and we [...]

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Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam Lynn Hunsaker

Sample CCXP ClassTry this self-paced, 12-minute sample learning resource to get a sense of the breadth, depth, and efficiency of the Experience Leadership Course.

To access this sample class, just enter your email address in the checkout process and then go to “My Classes” in the upper right corner of ClearAction.com. We respect your privacy and we do not share your contact information with others. Several links are live in your class web page; others are disabled in fairness to course buyers.

To get the full course, see the Experience Leadership Course store page.

The post Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam appeared first on Experience Leadership.

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CXPA Recognized Training Provider https://clearaction.com/downloads/cx-class/ Mon, 02 Aug 2021 20:59:25 +0000 http://clear.whelkdev.ca/?post_type=download&p=28918 CXPA Recognized Training Provider Lynn Hunsaker

CX class for enthusiasts and CCXP exam candidates. You learn experience leadership in record time to leapfrog norms . . .

The post CXPA Recognized Training Provider appeared first on Experience Leadership.

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CXPA Recognized Training Provider Lynn Hunsaker

Customer Experience MasterClass

CX Class for CCXP Exam Candidates & CX Enthusiasts

CCXP CX Class

Master the CCXP exam competencies in this CX class

This course is for anyone who wants to learn the very best techniques for customer experience excellence.

Many dozens of CCXPs have used ONLY this course to successfully pass the CCXP exam right away. CXPA reports that 60% of current exam candidates fail. Not with ClearAction’s topic mastery method! You get much more from this course than ANY other CCXP resource. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Save precious time and costs with this CCXP masterclass. You do not need any other books, videos, or quizzes to succeed in the CCXP exam.

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:

Sage     OTE Group     QTS Data Centers     Cisco     Juniper Networks     Herbalife


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 JohnsonLouise Johnson, CCXP, Vice President of Client Experience, CO-OP Financial Services

I 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.

Senior Customer Experience Consultant

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

I 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.

User Experience Leader

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

 

  • Get everything you need to pass the CCXP exam
  • Save time: the fastest way to truly learn CXPA’s CXM body of knowledge (90 minutes per competency)
  • Access resources up-to-date with all CCXP requirements AND guaranteed to elevate your CX maturity mindset
  • Join the people from 50+ countries who have benefited from this course
  • Gain MORE from this short format: anyone can teach a long format. Our superb expertise converts more know-how in less time for you!
  • You get 2 class workbooks (basics and advanced) for each of 5 competencies
  • Watch a succinct recording for each workbook with narrated PowerPoint video
  • Easily revisit any point with navigation to specific slides and specific slide content
  • Recall far more through topic mastery scenarios; these are adult learning essentials
  • Practice multiple-choice quizzes with clues and explanations
  • Play the Who Wants to Be a Millionaire quiz games
  • Licensed to you as an individual with no expiration: you get lifetime access
  • You can start with 1 topic to see how well you like it, and get a discount code for the whole course. Try it now!
  • Insane deal! Our vision is for EVERY CX fan to learn from this course. Our affordable pricing makes this possible!

Optional extras include:

  • Volume discount for 5 or more self-paced 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
  • 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

Choose the live class or self-paced course with identical content.

Let's share!

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

Download your CX MasterClass now

Send requests to Success@ClearAction.com.
See coaching options below.


 

Frequently Asked Questions

 

When are the live CX class dates?

 
These topics rotate continuously. Start any week! Register for one class or any combination of dates that work best for you. 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.

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

Thursdays Noon to 1:30 PM New York = 18:00-19:30 Paris

Competency Mon/Tues Thurs
Strategy July 11/12 July 7
Metrics July 18/19 July 14
Improvement July 25/26 July 21
Culture August 1/2 July 28
VoC August 8/9 August 4
 

Get started today!

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

How much time should I budget?

 
You can complete these CX class recordings in 7.5 hours. For full preparation, 3 hours per competency to complete the recordings, topic mastery scenarios, quizzes, readings, and review. For live classes, preview the basics recordings in advance. Each of the 5 topics comes with a basics recording and workbook and an advanced recording and workbook.

Competency Basics Advanced
Foundations 23 min
Metrics 36 min 59 min
Design 23 min 60 min
Culture 37 min 46 min
VoC 44 min 49 min
Strategy 24 min 55 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.

What does this CX class look like?

 
Succinct guidance elevates your thinking and ROI of your CX practices:

Highlight what you want to remember:
CCXP Class
 

Go directly to any page:
CX Class Navigation
 

Take notes in your basic and advanced workbooks for each of 5 competencies:
CCXP exam training
 

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

Get started today!

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

Can I earn a certificate?

 

  1. 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.
     
  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 via CX Class
 

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, AIB

What is covered in this CX class?

 

Competency Vital Knowledge
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
  • 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
  • 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, AI/tech choices, 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, CX annuities, jobs-to-be-done, core-growth customers, 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 Insurance

Who has passed the CCXP exam?

 
Partial list of CCXPs who benefited from this CX class:

Congratulations, CCXPs!
US West Ryan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Courtney Arthurholt
Sherrie Austin
Gary Batroff
Amy Bell
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
Mandy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Louise Johnson
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
US East 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
Canada 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
EMEA Mohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby 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
S.Pacific Parag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Rod Netterfield
Ravindra Patwardhan
Magda Prada
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol
S.America Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
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, CCXP

Who is the CX class designer & instructor?

 
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 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.

CXPA Recognized Training Provider

Get started today!

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

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

What 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.

Vice President of Customer Experience

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?

 
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 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.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!
LEARN MORE

The post CXPA Recognized Training Provider appeared first on Experience Leadership.

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Liste partielle des CCXP ayant bénéficié du cours d’excellence de l’expérience client:

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
Elly Domene
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
Amy Bell
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
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
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
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

Downloads Archive – Experience Leadership https://clearaction.com e-Learning for customer experience, employee experience, partner experience, marketing experience Thu, 30 Jun 2022 18:09:19 +0000 en-US hourly 1 https://wordpress.org/?v=6.0 CCXP Français https://clearaction.com/downloads/ccxp-francais/ Tue, 03 May 2022 19:44:22 +0000 https://clearaction.com/?post_type=download&p=33340 CCXP Français Lynn Hunsaker

Cours de Français CCXP Professionnel Certifié de l’Expérience Client Cours de Français CCXP Apprenez la gestion de l'expérience client dans ce cours en ligne à votre rythme. Un cours COMPLET pour réussir votre examen Professionnel Certifié de l'Expérience Client (CCXP)! Professionnel Certifié de l'Expérience Client est connu [...]

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]]> CCXP Français Lynn Hunsaker

Cours de Français CCXP

Professionnel Certifié de l’Expérience Client

ccxp

Cours de Français CCXP

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

Un cours COMPLET pour réussir votre examen Professionnel Certifié de l’Expérience Client (CCXP)!

Professionnel Certifié de l’Expérience Client est connu comme Certified Customer Experience Professional (CCXP). CCXP reconnaît votre connaissance de la discipline de l’expérience client. L’examen de certification CCXP en 100 questions est basé sur une analyse des tâches effectuée par Customer Experience Professionals Association (CXPA).

Ce cours s’adresse à tous ceux qui souhaitent apprendre les meilleures techniques pour l’excellence de l’expérience client. Plusieurs dizaines de CCXP ont utilisé UNIQUEMENT ce cours pour réussir immédiatement l’examen CCXP.

Gagnez du temps et de l’argent avec cette masterclass CCXP! Vous n’avez pas besoin d’autres livres, vidéos ou quiz pour réussir l’examen CCXP. Vous obtenez beaucoup plus de ce cours que de TOUTE autre ressource CCXP. Ce cours est 100% à jour avec le nouveau corpus de connaissances sur l’expérience client de CXPA.

CCXP Espanol1. Métriques et Analyses (seul ce sujet disponible auhourd’hui)
2. Design et Amélioration (bientôt disponible)
3. Culture & Responsabilité (bientôt disponible)
4. VoC et Intelligence (bientôt disponible)
5. Stratégie Opérationnelle (bientôt disponible)

Instruction par un fournisseur de formation reconnu par CXPA, Lynn Hunsaker
USD $59 par sujet, USD $195 pour le cours complet

Essayez 1 sujet maintenant pour usd59 et obtenez -usd59 de réduction pour le cours complet!

CCXP est la référence standard à l’échelle de l’industrie pour l’expérience client.

Reconnu par les passionnés de CCXP et CX de ces entreprises et des centaines d’autres:

Sage     OTE Group     QTS Data Centers     Cisco     Juniper Networks     Herbalife

Une riche ressource claire et précise au sujet de gestion de l’expérience client par des analyses et des métriques, le contenu que je n’ai pas trouvé ailleurs. Très utile et pratique pour mener mon travail par excellence et aider les organisations à passer à un niveau supérieur. La disponibilité et l’écoute de Lynn sont aussi remarquables, malgré son agenda remplis, ce qui ajoute une valeur humaine inestimable à cette formation. 

Tatiana Yakovenko, Product Owner CX/UX

Ce cours est excellent! Cela m’a vraiment aidé à découvrir ce que je ne savais pas et m’a également aidé à solidifier mon approche de la transformation CX. J’ai adoré pouvoir écouter dans ma voiture, sur une tablette ou à mon bureau. Je recommande vivement ce cours. Ça vaut chaque centime et j’ai aussi réussi l’examen CCXP la première fois!

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

Merci, Lynn Hunsaker. Excellent cours, et m’a aidé à réussir la 1ère tentative.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

J’ai trouvé les supports de cours excellents. Ils ont été ma principale source de préparation à l’examen. Si vous avez une formation en CX, les enregistrements et autres documents de lecture sur ce site sont tout ce dont vous avez besoin. Lynn a également été d’une aide fantastique pour des requêtes spécifiques que j’avais à différentes étapes. Elle est réactive, serviable et très solidaire. Je recommanderais fortement ClearAction.

Graham Fagan, CCXP, Group Director, AIB

Merci pour toute votre aide avec le CCXP et d’autres informations utiles sur l’expérience client. Très appréciée!

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

Voici ce que vous obtenez! 2 cahiers de classe (de base et avancés) pour chaque compétence, plus des liens vers des ressources, plus des enregistrements succincts pour chaque cahier, plus des exercices de scénario comme éléments essentiels de l’apprentissage des adultes, plus des quiz à choix multiples avec des indices et des explications.

Pas d’expiration, l’accès à vie. Étudiez à votre propre rythme.

Liste partielle des CCXP ayant bénéficié du cours d’excellence de l’expérience client:

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
Elly Domene
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
Amy Bell
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
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
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
Ravindra Patwardhan
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol

Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Apprenez la gestion de l’expérience client dans ce cours en ligne à votre rythme.

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Journey Map Train-the-Trainer Course https://clearaction.com/downloads/journey-map/ Wed, 19 Jan 2022 22:00:10 +0000 https://clearaction.com/?post_type=download&p=32373 Journey Map Train-the-Trainer Course Lynn Hunsaker

Motivate growth CX, EX & PX Journey Map Facilitation Skills For customer journeys, employee journeys, and partner journeys, you need to engage ongoing cross-organizational collaboration. Journey map success relies on making significant changes that customers will continually reward. Most approaches fall short in the way personas are selected, [...]

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Journey Map Train-the-Trainer Course Lynn Hunsaker

Motivate growth

CX, EX & PX

journey map training

Journey Map Facilitation Skills

For customer journeys, employee journeys, and partner journeys, you need to engage ongoing cross-organizational collaboration.

Journey map success relies on making significant changes that customers will continually reward. Most approaches fall short in the way personas are selected, the way maps are drafted, the way workshop participants use their energy, and the way post-workshop efforts are managed.

Your team and champions can learn how to draft an expectations persona and journey map, and how to facilitate actioning workshops.

  • Discover success factors for growth-sustaining journey maps
  • Contrast typical personas and journey maps vs. strategic-impact personas and maps
  • Identify jobs-to-be-done(JTBD) or intended outcomes of customers, employees, and partners
  • Draft an expectations persona that’s actionable across your entire ecosystem
  • Sketch a journey map that motivates continual engagement
  • Learn how to conduct journey map research effectively and efficiently
  • Plan participants’ successes for before, during, and after your journey map workshop
  • Determine high-impact workshop exercises and facilitation approaches
  • Jump-start your upcoming journey map workshop

What people are saying about ClearAction training:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

ClearAction worked with Thomson Reuters on several occasions. Because they managed CX in the B2B space for years, they could provide us with examples and stories to which we could easily relate. They offered practical tools we could implement right away. It was incredibly beneficial for us to work with ClearAction. They elevated our collective CX knowledge and helped us achieve a higher level of CX maturity.

Alice Chu, CCXP, Director of Customer Experience, Thomson Reuters

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

I’ve had the opportunity to work with ClearAction Continuum on several projects. They are very dependable, detail oriented and have an extremely high sense of integrity. There’s no question they will do what’s needed to ensure the work is done correctly and the client’s best needs are taken into account.

Linda Popky, Strategic Development Board, Watermark

The customer experience management field and role is exciting, dynamic and complex, requiring many skills and competencies. ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.

Desirree Madison-Biggs, CCXP, Former Chairperson of the Board, CXPA

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

 

Frequently Asked Questions

  • Live class in-person or remotely, in one day or two half-days
  • Pre-class assignment to hit the ground running
  • Train-the-trainer workbook
  • PowerPoint templates for your workshop
  • Co-creation of your first expectations persona and strategic-impact journey map
  • Self-assessments for workshop facilitation readiness
  • Expert advice for planning, facilitation, and change management

 
Get a peek into this course’s new wisdom:

 

Lynn HunsakerThe Strategic Impact Personas & Journey Maps 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

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 your journey map:

  • Metrics, dashboards, value
  • Bonuses and recognition
  • Deployment challenges
  • Strategy, culture, and adoption
  • Solution provider selection and management
  • Voice of the customer methodology and actionability
  • Intelligence and insights
  • Marketing and processes
  • Improvement and innovation
  • 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 Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

ClearAction’s 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.

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.

The Experience 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

 

Get your journey map train-the-trainer course today

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C-Suite Customer Experience Course https://clearaction.com/downloads/c-suite-customer-experience/ Tue, 07 Dec 2021 21:33:56 +0000 https://clear.whelkdev.ca/?post_type=download&p=31992 C-Suite Customer Experience Course Lynn Hunsaker

Live course for CEO’s direct reports and board members, with online resources to uplevel your C-Suite customer experience leadership

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C-Suite Customer Experience Course Lynn Hunsaker

Growth Guide for Boards & C-Suite

Customer-centric growth strategy

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.

  • 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

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. See the example of topics covered in this article: Customer Experience Growth Mindset for Executives.

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 (remotely or in-person) in a single 90-minute or 2-hour session, or in one 3-hour course, or three 90-minute segments, or any combination of topics and length you prefer.

Agenda example:

  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

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

Limited time license to the online course materials

Optional train-the-trainer session with business unit CX leaders, for in-house training of further managerial levels

Let us know: your 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.

REQUEST INFO
 

C-Suite Course Instructor

Lynn HunsakerThe C-Suite 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

 

Lynn is a seasoned CX professional. In the Experience Leadership course, 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
 
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.

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. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

CXPA Recognized Training Provider

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.

 

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Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam https://clearaction.com/downloads/sample-experience-leadership-course-for-cx-enthusiasts-ccxp-exam/ Tue, 12 Oct 2021 21:10:20 +0000 http://clear.whelkdev.ca/?post_type=download&p=29836 Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam Lynn Hunsaker

Try this self-paced, 12-minute sample learning resource to get a sense of the breadth, depth, and efficiency of the Experience Leadership Course. To access this sample class, just enter your email address in the checkout process and then go to "My Classes" in the upper right corner of ClearAction.com. We respect your privacy and we [...]

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Sample Experience Leadership Course for CX Enthusiasts & CCXP Exam Lynn Hunsaker

Sample CCXP ClassTry this self-paced, 12-minute sample learning resource to get a sense of the breadth, depth, and efficiency of the Experience Leadership Course.

To access this sample class, just enter your email address in the checkout process and then go to “My Classes” in the upper right corner of ClearAction.com. We respect your privacy and we do not share your contact information with others. Several links are live in your class web page; others are disabled in fairness to course buyers.

To get the full course, see the Experience Leadership Course store page.

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CXPA Recognized Training Provider https://clearaction.com/downloads/cx-class/ Mon, 02 Aug 2021 20:59:25 +0000 http://clear.whelkdev.ca/?post_type=download&p=28918 CXPA Recognized Training Provider Lynn Hunsaker

CX class for enthusiasts and CCXP exam candidates. You learn experience leadership in record time to leapfrog norms . . .

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CXPA Recognized Training Provider Lynn Hunsaker

Customer Experience MasterClass

CX Class for CCXP Exam Candidates & CX Enthusiasts

CCXP CX Class

Master the CCXP exam competencies in this CX class

This course is for anyone who wants to learn the very best techniques for customer experience excellence.

Many dozens of CCXPs have used ONLY this course to successfully pass the CCXP exam right away. CXPA reports that 60% of current exam candidates fail. Not with ClearAction’s topic mastery method! You get much more from this course than ANY other CCXP resource. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Save precious time and costs with this CCXP masterclass. You do not need any other books, videos, or quizzes to succeed in the CCXP exam.

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:

Sage     OTE Group     QTS Data Centers     Cisco     Juniper Networks     Herbalife


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 JohnsonLouise Johnson, CCXP, Vice President of Client Experience, CO-OP Financial Services

I 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.

Senior Customer Experience Consultant

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

I 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.

User Experience Leader

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

 

  • Get everything you need to pass the CCXP exam
  • Save time: the fastest way to truly learn CXPA’s CXM body of knowledge (90 minutes per competency)
  • Access resources up-to-date with all CCXP requirements AND guaranteed to elevate your CX maturity mindset
  • Join the people from 50+ countries who have benefited from this course
  • Gain MORE from this short format: anyone can teach a long format. Our superb expertise converts more know-how in less time for you!
  • You get 2 class workbooks (basics and advanced) for each of 5 competencies
  • Watch a succinct recording for each workbook with narrated PowerPoint video
  • Easily revisit any point with navigation to specific slides and specific slide content
  • Recall far more through topic mastery scenarios; these are adult learning essentials
  • Practice multiple-choice quizzes with clues and explanations
  • Play the Who Wants to Be a Millionaire quiz games
  • Licensed to you as an individual with no expiration: you get lifetime access
  • You can start with 1 topic to see how well you like it, and get a discount code for the whole course. Try it now!
  • Insane deal! Our vision is for EVERY CX fan to learn from this course. Our affordable pricing makes this possible!

Optional extras include:

  • Volume discount for 5 or more self-paced 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
  • 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

Choose the live class or self-paced course with identical content.

Let's share!

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

Download your CX MasterClass now

Send requests to Success@ClearAction.com.
See coaching options below.


 

Frequently Asked Questions

 

When are the live CX class dates?

 
These topics rotate continuously. Start any week! Register for one class or any combination of dates that work best for you. 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.

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

Thursdays Noon to 1:30 PM New York = 18:00-19:30 Paris

Competency Mon/Tues Thurs
Strategy July 11/12 July 7
Metrics July 18/19 July 14
Improvement July 25/26 July 21
Culture August 1/2 July 28
VoC August 8/9 August 4
 

Get started today!

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

How much time should I budget?

 
You can complete these CX class recordings in 7.5 hours. For full preparation, 3 hours per competency to complete the recordings, topic mastery scenarios, quizzes, readings, and review. For live classes, preview the basics recordings in advance. Each of the 5 topics comes with a basics recording and workbook and an advanced recording and workbook.

Competency Basics Advanced
Foundations 23 min
Metrics 36 min 59 min
Design 23 min 60 min
Culture 37 min 46 min
VoC 44 min 49 min
Strategy 24 min 55 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.

What does this CX class look like?

 
Succinct guidance elevates your thinking and ROI of your CX practices:

Highlight what you want to remember:
CCXP Class
 

Go directly to any page:
CX Class Navigation
 

Take notes in your basic and advanced workbooks for each of 5 competencies:
CCXP exam training
 

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

Get started today!

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

Can I earn a certificate?

 

  1. 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.
     
  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 via CX Class
 

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, AIB

What is covered in this CX class?

 

Competency Vital Knowledge
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
  • 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
  • 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, AI/tech choices, 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, CX annuities, jobs-to-be-done, core-growth customers, 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 Insurance

Who has passed the CCXP exam?

 
Partial list of CCXPs who benefited from this CX class:

Congratulations, CCXPs!
US West Ryan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Courtney Arthurholt
Sherrie Austin
Gary Batroff
Amy Bell
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
Mandy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Louise Johnson
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
US East 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
Canada 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
EMEA Mohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby 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
S.Pacific Parag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Rod Netterfield
Ravindra Patwardhan
Magda Prada
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol
S.America Samantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
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, CCXP

Who is the CX class designer & instructor?

 
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 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.

CXPA Recognized Training Provider

Get started today!

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

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

What 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.

Vice President of Customer Experience

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?

 
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 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.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!
LEARN MORE

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