CCXP MetricsCCXP live training for CX enthusiasts and/or CCXP exam! Learn the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

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
In addition to this CX live class, you get two class workbooks (pre-class intro and in-class notes), how-to template links, succinct recorded class, online quiz game, scenario exercises as adult learning must-haves, case studies and articles, and multiple-choice quizzes with clues and explanations. Pre-class completion of quizzes allows your instructor to focus on your highest-need areas, to make the most of our class time.

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

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, CCXP
Your time is valuable: the more succinct the course, the more the instructor prepared to respect your time. How is it possible? Links to templates and case studies let you deep-dive where you prefer. The introductory workbook/recording let you skip what you already know and focus on what’s new to you. In-class workbook exercises let you validate new information. Your instructor made tremendous efforts testing layouts and approaches, reorganizing, and simplifying materials to zero-in on what works best for you. Topic mastery scenarios pull it all together in a vividly memorable way.

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

If you’re planning for the CCXP exam, you should budget about the same amount of time for readings, exercises, and quizzes. With this class, you won’t need extensive multiple choice quizzes, travel, or pre- and post-travel prep/catch-up, or books. This class helps you really learn what’s best, taking the guesswork out of your exam and on-the-job use.

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

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.
Register for one Experience Leadership live class or any combination of dates that work best for you:

Wednesdays 10:30 AM to Noon US EST = 16:30-18:00 Europe CEST

October 6 — Metrics & Analytics

October 13 — Improvement & Design

October 20 — Culture & Accountability

October 27 — VoC & Intelligence

November 3 — Operationalized Strategy

NOTE: If you want new dates/times, let us know at

Do you prefer Friday evenings? Join the online class with Australian participants See Schedule


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

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

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

interaction-based, programmatic

To engage customers as brand allies for revenue growth

culture-based, strategic, most profitable and scalable

To engage CX ecosystem in preventing issues for lifetime value growth

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.
Live Training Advantages
Get everything you need to pass the CCXP exam
Designed by a real CX leader (B2B, Fortune 250), Lynn Hunsaker, CCXP, RTP, with company-wide responsibility and stellar track record for significant CXM results

  • She is a university instructor who has designed and delivered dozens of college courses
  • She conducted the world’s first 5-year global study of B2B customer experience management practices
  • She is 1 of 5 CustomerThink Hall of Fame authors and featured on numerous top influencer lists
  • Examples of her track record:
    CCXP live training

People from 50+ countries have benefited from this course
Volume discount for 5 or more participants from your firm: code = 5ormore
15% discount code for first-time CXPA membership, which also allows member discount on CCXP exam

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.


CX Prep Course Agenda

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

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

In addition to the list above, this class includes best practices for lifetime value, NPS, CSAT, effort score, health score, secure index, retention, share of wallet, wallet allocation rule, sales velocity, margin expansion, value quotient, CX annuities, jobs-to-be-done, core-growth customers, statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs, tech buying, budget, data mining, predictive analytics, stated and implied importance, regression, correlation, key driver analysis, benchmarking, qualitative and quantitative data, perception data, descriptive and outcome data, metrics communication and presentation, self-service data, engagement monitoring, data visualization, data and metric silos, and more.

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

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

In addition to the list above, this class includes best practices for prevention of issue recurrence and occurrence, design thinking, human-centered design, agile design and iterative ideation, behavioral science, innovation culture, employee creativity, thinking hats, CX annuities, jobs-to-be-done, core-growth customers, needs and wants, gap analysis, requirements and opportunities prioritization, contextual inquiry, qualitative research, service blueprint, research testing, prototyping, control and response plans, validation and verification, contingencies, interdependencies, project management, process management, continual improvement, AI/tech choices, and more.

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

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

In addition to the list above, this class includes best practices for customer-centric maturity, executive sponsorship, business decision criteria, strategic pillars, business goal alignment, performance ownership, internal branding and messaging, employee journey and engagement, inclusion, charters and roles, CX annuities, jobs-to-be-done, core-growth customers, experience leadership, and more.

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

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

In addition to the list above, this class includes best practices for qualitative and quantitative research, behavioral science, customer-initiated and company-initiated VoC, internal and external customer feedback, operational and customer data, gap analysis, executives’ and employees’ customer insights, stratified random samples, CX annuities, jobs-to-be-done, core-growth customers, lifetime value, NPS, CSAT, effort score, health score, secure index, value quotient, statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs, data mining, predictive analytics, stated and implied importance, regression, correlation, key driver analysis, CX annuities, jobs-to-be-done, core-growth customers, and more.

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

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

In addition to the list above, this class includes best practices for strategic planning frameworks, alignment to brand values and attributes, business case, CX annuities, jobs-to-be-done, core-growth customers, benchmarking, cross-organizational collaboration, interdependencies among people and processes, messaging internally and externally, strengthening CX DNA, and more.

I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

CX Prep Class Live Training 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 Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director.

She 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 and 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 and Certified MBTI Practitioner.

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. She is author of 3 experience leadership handbooks on Amazon Kindle. At, 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.

CCXP Prep Course Recognized Training Provider

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


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
CCXP Masterclass

Partial list of CCXPs who benefited from this CX prep course:

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
Gary Batroff
Myoung Blaauboer
Paul Broughton
Susan Brown
Eddie Christian
Lonna Coleman
Braeden Daly
Venkata Dasari
Stephanie Davis
Shannon Denniston
Erin DeSilva
Aaron Fox
Maura Goicochea
Amy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Mitchell Josh
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

Good news! Spanish CCXP self-paced course now available!

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

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