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, 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:

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

Get your journey map train-the-trainer course today

The post Journey Map Train-the-Trainer Course appeared first on Experience Leadership.

Growth Guide for Boards & C-Suite

Customer-centric growth strategy

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.

 
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.

C-Suite Course Instructor

The 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

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.

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.

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

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 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.

Customer Experience MasterClass

CX Class for CCXP Exam Candidates & CX Enthusiasts

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:

                         

---

I am so thankful to have enrolled in the Clear Action training. I am certain the material prepared me well for the exam. I highly recommend it to others.

Louise Johnson, CCXP, Vice President of Client Experience, CO-OP Financial 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, 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 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, CCXP, Global Head of Digital Transformation Sales, FIS

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

Roberta 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.

Download your CX MasterClass now

Frequently Asked Questions

• Live Class Dates

• Study Time

• Course Preview

• Certificates

• Syllabus

• Alumni

• Instructor

• CCXP Exam

• CX Leadership

• Private Class

• Workshop

• CX Coaching

• Subscription

• Live Class Dates

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• Study Time

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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.

• Course Preview

What does this CX class look like?

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

Highlight what you want to remember:

 

Go directly to any page:

 

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

 

Improve recall and application through exercises on every page:

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Certificates

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).

 

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Syllabus

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• Alumni

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Instructor

Who is the CX class designer & instructor?

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

• 16X reduction in customers’ time for service
• Exceeded customers’ expectations by 75%
• 10X increase in customer productivity
• 23X reduction in lead time from 5 days to 5 hours
• 6X improvement in trouble-shooting cycle time
• $1M savings monthly to the customer
• 80% reduction in customer engineers’ cycle time
• 75% reduction in customer-reported bugs/issues

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

She conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees. Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

• CCXP Exam

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• CX Leadership

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Private Class

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.

• Workshop

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.

• CX Coaching

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!

•  90-Minute Session – $200.00
•  Two 90-Minute Sessions – $350.00
•  Five 90-Minute Sessions at the Price of 4 – $800.00

Get Coaching Now Checkout Now Added to cart

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

• Subscription

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-Spaces^TM are interactive templates to create personalized solutions.
• Webcast Conversations^TM 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.

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, 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:

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

Get your journey map train-the-trainer course today

The post Journey Map Train-the-Trainer Course appeared first on Experience Leadership.

Growth Guide for Boards & C-Suite

Customer-centric growth strategy

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.

 
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.

C-Suite Course Instructor

The 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

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.

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.

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

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 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.

Customer Experience MasterClass

CX Class for CCXP Exam Candidates & CX Enthusiasts

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:

                         

---

I am so thankful to have enrolled in the Clear Action training. I am certain the material prepared me well for the exam. I highly recommend it to others.

Louise Johnson, CCXP, Vice President of Client Experience, CO-OP Financial 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, 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 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, CCXP, Global Head of Digital Transformation Sales, FIS

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

Roberta 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.

Download your CX MasterClass now

Frequently Asked Questions

• Live Class Dates

• Study Time

• Course Preview

• Certificates

• Syllabus

• Alumni

• Instructor

• CCXP Exam

• CX Leadership

• Private Class

• Workshop

• CX Coaching

• Subscription

• Live Class Dates

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• Study Time

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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.

• Course Preview

What does this CX class look like?

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

Highlight what you want to remember:

 

Go directly to any page:

 

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

 

Improve recall and application through exercises on every page:

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Certificates

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).

 

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Syllabus

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• Alumni

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Instructor

Who is the CX class designer & instructor?

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

• 16X reduction in customers’ time for service
• Exceeded customers’ expectations by 75%
• 10X increase in customer productivity
• 23X reduction in lead time from 5 days to 5 hours
• 6X improvement in trouble-shooting cycle time
• $1M savings monthly to the customer
• 80% reduction in customer engineers’ cycle time
• 75% reduction in customer-reported bugs/issues

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

She conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees. Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

Get started today!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

• CCXP Exam

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

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

• CX Leadership

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!

•  All topics self-paced course (most popular) – $195.00
•  All topics live course (popular) – $400.00
•  1 topic live class (specify by email) – $89.00
•  1 topic self-paced class (specify by email) – $59.00
•  All topics self-paced course + 90 minutes coaching  – $345.00
•  All topics live course + 90 minutes coaching – $545.00

Download Your CX Class Now Checkout Now Added to cart

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

• Private Class

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.

• Workshop

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.

• CX Coaching

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!

•  90-Minute Session – $200.00
•  Two 90-Minute Sessions – $350.00
•  Five 90-Minute Sessions at the Price of 4 – $800.00

Get Coaching Now Checkout Now Added to cart

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

• Subscription

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-Spaces^TM are interactive templates to create personalized solutions.
• Webcast Conversations^TM 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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