https://clearaction.com/downloads/cxclass/

Customer Centricity TrainingExperience Leadership class to assure strongest performance in your career.

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

 
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

Experience Leadership class is available in live online classes or on-demand self-paced online training.

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

September 15 — Culture & Accountability

September 22 — VoC & Intelligence

September 29 — Operationalized Strategy

 

October 6 — Metrics & Analytics

October 13 — Improvement & Design

October 20 — Culture & Accountability

October 27 — VoC & Intelligence

November 3 — Operationalized Strategy

 

November 10 — Metrics & Analytics

November 17 — Improvement & Design

December 1 — Culture & Accountability

December 8 — VoC & Intelligence

December 15 — Operationalized Strategy

Register for one class or any combination of dates that work best for you (specify topics/dates via email after purchase). Feel free to 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.

 
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)
  • 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

Get everything you need to pass the CCXP exam
Save time: the fastest way to truly learn CXPA’s CXM body of knowledge
Recently updated resources meet all new requirements
People from 50+ countries have benefited from this course
Designed by a real CX leader, Lynn Hunsaker, CCXP, RTP
Volume discount for 5 or more 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

Frequently Asked Questions

 
Your time is valuable: the more succinct the course, the more the instructor prepared to respect your time. How is it possible?

  1. Links to templates and case studies let you deep-dive where you prefer.
  2. The introductory workbook/recording let you skip what you already know and focus on what’s new to you.
  3. In-class workbook exercises let you validate new information.
  4. Your instructor made tremendous efforts testing layouts and approaches, reorganizing, and simplifying materials to zero-in on what works best for you.
  5. Your instructor has designed dozens of courses, taught at several universities, written hundreds of CX thought leadership articles, and led company-wide CX for many years.
  6. Topic mastery scenarios pull it all together in a vividly memorable way.

Each of the 5 topics comes with a 55-minute pre-class recording and workbook and a 55-minute class recording and workbook. The live class is 90 minutes per topic and you get all the online resources, too.

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.

If you’re planning for the CCXP exam, topic mastery short essay quizzes are your best readiness indicator for CCXP exam success. In addition to the recordings, you should budget about the same amount of time for readings, exercises, and quizzes. Overall, you save a lot of time and learn much more! 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, most importantly, helping you apply it in your career.

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

 

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 Experience Leadership class 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’ve recommended ClearAction CCXP training to many others. Thanks again! — Nikki Pampalone, CCXP
 

Experience Leadership 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
    • Leading Change
    • Smoothing 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.

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.
 
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.

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

Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees.

Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for  experience leadership real-time skill development and application.

Examples of her experience leadership track record:

customer experience ROI

Recognized Training Provider

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

This class is great for ANYONE wanting to learn the CX body of knowledge — whether or not you’re seeking certification.

CXPA is now offering the CCXP exam online, from the convenience of your home or office.

CX Certificates

(no expiration!)
Highlight what you want to remember:
CCXP Class
 
Go directly to any page:
CCXP Training
 
Take notes in your pre-class workbook and in-class workbook:
CCXP Guide
 
Improve recall and application through exercises on every page:
CCXP
 
(no expiration!)
 
Partial list of CCXPs who benefited from the Experience Leadership Class:

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
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
Laura Metcalfe
Youssef Negm
Jean Ochse
Stephanie Ogulin-Weinlich
Rebecca Okoroji
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

Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Francisco Zapata

Good news! Spanish CCXP prep course now available!

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction. — Carrie Weston, CCXP
 
Here is an informative explanation about different types of customer experience certification, explaining the difference between Certificate, Certified, Accredited — and why it’s important to choose entities with rigorous standards: Navigating CX Credentials

From the CXPA website:

The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for customer experience (CX) practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.

For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.

The benefits of becoming a CCXP include:

  • Validates credibility and expertise
  • Provides a framework for advancement
  • Increases marketability
  • Demonstrates commitment to continuous improvement
  • Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.

The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.

The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.

The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2020. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Five competencies for CX were identified through the results of this analysis, and each area is represented by 13 to 20 questions on the 100-question exam:

Customer Experience Strategy
Customer Insights & Understanding
Culture & Accountability
Design & Improvement
Metrics & ROI

 

 

 

 
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.

 
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.

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:

  • Customer experience metrics, dashboards, value
  • Customer experience bonuses and recognition
  • Customer experience deployment challenges
  • Customer experience strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Customer experience intelligence and insights
  • Customer-centered marketing and processes
  • Customer experience 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!

Buy Now

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

 
ClearAction Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

For departments that own customer intelligence — marketing, customer experience, customer success, customer care — future success of your firm and your roles is assured by using customer intelligence for enterprise-wide nimbleness. Your role is vital to customer value growth.

How can you drive customer-centered organizational agility, alignment and accountability?

(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations, foster mutual respect, and drive commitments.

(2) The Exchange will help you drive customer value growth: how to influence company-wide use of customer insights, customer lifetime value mindsets, and customer-centered actions.

Earn badges in the Value Exchange as you specify how you’ll use each learning resource. These badges can be added to your email signature and social media profiles. They give you access to perks, too.

customer experience skills

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!

ClearAction Value Exchange is flexible for everyone’s circumstances and learning preferences, from new college grads to senior executives. Your team is as strong as its weakest link: enroll your whole team for ongoing skill-building. Group membership elevates your whole organization’s performance. Annual membership allows you to absorb, apply and reinforce new skills.

Request a demo! Call +1 408 687 9700 or send an email today.

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This course will accelerate success in your customer experience management efforts.
The course was extremely helpful. I felt that your instruction was spot on.
Get started with the Customer Experience Excellence course today!
 
Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.
 

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