Experience Leadership MasterClass

CX maturity model leapfrogs norms

Outpace your industry in superior CX practices and results. Go beyond experience management of yesteryear to true Experience Leadership: company-wide alignment to expectations of customers, employees, and partners as “the hand that feeds you”. Emphasis is on what stimulates ongoing rewards from customers and how to make it a way of life across your enterprise.

Your roadmap’s pace and sequence are customized for your organization’s circumstances. Building from your strengths, your maturity milestones give you a multi-year plan. Icons highlight Ultimate-Practices™, explained in playbooks, roll-out sessions, and coaching.

Maturity Assessment

  • Customized survey plan
  • Interactive interviews
  • Comprehensive inputs

Custom Playbooks

  • Tailor sequence and pace
  • Build on strengths
  • Change management plan

Roll-out Workshops

  • Application sessions
  • Train the trainer
  • Coaching

I highly recommend ClearAction Continuum to assist you in your vision. They understand the importance of accountability and generating ROI. They are masterful in aligning stakeholders, both inside and outside the company. ClearAction sees the marketing “big picture” and how all the pieces create a successful effort.
Marti Smith, Vice President of Marketing, Shoretel
ClearAction Continuum is an expert in overall business operations and has been an invaluable resource for me and my team to learn best practices in marketing, supply chain, quality, and communications. They taught us things that would not readily cross our minds, and increased our efficiency and accuracy in many areas. I highly recommend ClearAction Continuum.
Katherine Van Diepen, Director of Marketing, Anritsu

Examples of mainstream practices versus Ultimate-PracticesTM

Mainstream Practices

  • Monitor ratings (surveys, etc.)
  • The “critical few” groups act on VoC
  • Later culture/employee engagement
  • Buy technologies to address big issues
  • Reward ratings increases and heroes
  • Entice revenue up-ticks

Ultimate-Practices™

  • Use existing comments to align internally
  • Prepare company-wide VoC ownership
  • Early culture/engagement expectations
  • Collaborate to prevent issue recurrence
  • Reward issues prevention and innovation
  • Earn enduring growth in revenue and profit

The CXM ROI model is holistic and synergistic, whereas other models are siloed.

Introduction to our methodology:

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Lynn Hunsaker

The CXM Ultimate-PracticesTM were developed by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Marketing Director, Strategic Information Manager, Customer Satisfaction Improvement Manager, and Voice of Customer Manager. 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.

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

CXPA Recognized Training Provider

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