Experience Leadership MasterClass

Experience Leadership MasterClass is for executives and experts. Gain next-level inspiration for customer, partner, and employee experience excellence. Experts include keynote speakers, authors, award winners and judges, certified experience professionals, and long-time practitioners. This masterclass is flexible for expert, intermediate, and beginner VPs through a multilayered hybrid approach.

This Experience Leadership Masterclass emphasizes strategic impact and maturity practices — what it takes to rise above norms.

You’ll love Phoenix/Scottsdale in January! Our masterclass will meet outdoors and indoors in a 5-bedroom home with the most modern furnishings, hot tub, pool, ping pong table, putting green, grill. You are welcome to reserve one of the bedrooms or choose a nearby hotel or Airbnb. It is close to Scottsdale shopping, restaurants, art galleries, and so much more!

Our masterclass is 19 miles from Phoenix International Airport (PHX). On January 20, the temperature in Phoenix typically ranges from 47°F to 66°F (8°C to 19°C). It is rarely below 39°F or above 76°F (4°C or above 24°C).

THURSDAY-FRIDAY, JANUARY 19-20
Phoenix, Arizona

Wednesday – Welcome Dinner
Thursday – Metrics, Analytics, Intelligence, Design, Improvement 8 AM to 5 PM + Dinner
Friday – Culture, Accountability, Strategy, Governance 8 AM to 3 PM

(includes 2 days catered breakfast and lunch and coffee breaks)

Trusted by these companies and hundreds more:


This is by far the best course available on Experience Leadership. You don’t know what you don’t know! Try this.
Balakrishna Murthy, CCXP, Carrefour
I absolutely loved your Advanced CX+EX+PX recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.
Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory
This Advanced Experience Leadership 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.
George Bell-Uribe, Head of Customer Experience, North America, Sage
This Advanced Experience Leadership 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’.
Victoria Matthews, CCXP, Principal, SEMA4 Consulting
Thank you for having a wonderful Advanced Experience Leadership 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.
Mohammad Saad Usmani, PhD, Divisional Head, Learning & Talent Management, United Bank Limited
The Advanced course is ideal for senior executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.
Peter Rush, FCXP, Senior Director, Customer Experience, Medecision
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

Frequently Asked Questions

Why this masterclass?

Changing times call for us to up-level our approach to CX, EX, and PX. The success factors that brought us to this point are certainly insufficient for our future! For example:

  • How is it that “quantifying CX ROI” is consistently the number one challenge in Pointillist’s study for the past 3 years, while NPS® is touted as the be-all end-all for CX metrics?
  • Why is EX in such a quagmire with the Great Reshuffle?
  • Why have major brands disbanded their entire CXM team, only to start again later on?
  • Why is no industry is performing in the Good and Excellent ratings of Forrester’s CX Index. In fact, 2022 scores are at 2020 levels. Performance over the past 5 years is almost static. Many other studies show similar findings.

Clearly, 2010s methods are grossly insufficient for the 2020s!

THIS MASTERCLASS GIVES YOU PRACTICAL SOLUTIONS TO THESE CONUNDRUMS, PLUS MUCH MORE!

This Experience Leadership MasterClass goes much deeper and broader than what you’ve seen elsewhere. Parallels among employee experience, partner experience, and customer experience are featured in every topic.

See examples in these articles:

Get started today!

This Advanced Experience Leadership 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’. — Victoria Matthews, CCXP, Principal, SEMA4 Consulting

What is covered in this masterclass?

Competency Vital Knowledge
Metrics
  • Keys to making a huge difference
  • Almost-automatic excellence in CX, EX & PX
  • How to avoid 50+ metrics myths
  • Use almost-free data to minimize redundancy and maximize experience intelligence
  • Know each metric’s best use and inherent limitations
  • Stimulate and measure widespread internal engagement in making a difference for customers, employees, and partners
  • Avoid metric silos, goal silos, and data silos
  • Get all executives’ buy-in, how to tie experience metrics to financial ratios
  • Tie CX, EX & PX to corporate strategy, how to make VoX a guide for all managers
  • Use leading indicators to predict growth
Improvement
  • Step into the shoes of customers, employees, and partners
  • Contribute to the CEO’s goals through Design, Innovation & Improvement
  • Stimulate absorption, adoption, action, accountability, momentum, and sustained growth
  • Balance energy among proactive creation of interactions (Design), creating mutual value through a novel approach (Innovation), resolving the instance of issues, preventing recurrence of issues for everyone (Improvement), and preventing occurrance of issues in total (Experience Leadership DNA)
  • Keys to 8X ROI in experience innovation/design
  • Generate 3X revenue growth through robust improvement
Culture
  • Influence everyone to manage their ripple-effect on CX, EX & PX
  • Make experience improvement compelling for every group in your ecosystem
  • Universal keys to smoothing operational silos and execution silos
  • Monitor and grow each work group’s CX, EX & PX adoption maturity
  • Facilitate cross-functional trust, partnering, and change for enduring results
  • Embed customer focus, united quest for experience excellence, and top-down customer-centricity
  • Increase customer-centricity of CXM, EXM & PXM practices
VoX
  • Increase sophistication of experience intelligence through patterns and connections
  • Stimulate VoX-inspired action by every functional area in your ecosystem
  • Benchmark what matters to customers, employees & partners
  • Maximize action and sustained momentum in journey mapping
  • Create personas that help non-customer-facing groups prevent CX, EX & PX issues
  • Improve CX/EX/PX technology decisions
  • Ensure VoX response rates, population representation, and actionability
  • Minimize survey burnout and maximize meaningfulness for participants and findings recipients
  • Increase VoX business savvy and impact to your CEO’s strategy
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
  • Benchmarking, business case, CX annuities, jobs-to-be-done, core-growth customers
  • Cross-organizational collaboration, interdependencies among people and processes
  • Messaging internally and externally, strengthening CX DNA, and more

Get started today!

The Advanced course is ideal for senior executives seeking to increase the strategic relevance and value of CX to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.
Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

Who is the class designer & instructor?

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

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

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

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

CXPA Recognized Training Provider

Get started today!

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

Can I earn a certificate?

You can earn your Experience Leadership masterclass certificate and social media badge and schedule a follow-up Q&A session with instructor Lynn Hunsaker, who is a CCXP and CXPA Recognized Training Provider.

 

Experience Leadership Course Certificate      Experience Leadership Badge

 

Get started today!

I absolutely loved your Advanced CX+EX+PX recorded sessions. Well structured, concise, well-illustrated with examples. I also found useful that you augment this learning experience with a section of inspiring stories from other organizations. This adds even more practical flavor.
Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactory

Take your expertise to the next level!

Now that you’ve earned your CCXP credential or other certificate, this is your opportunity to master strategic impact and maturity practices to assure strongest performance in your career.

Expand and deepen your command of customer experience, employee experience, and partner experience leadership.

You’ll see clearly how current best practices’ business results can be outpaced by strategic impact practices (aka “unpracticed best practices”). In this Experience Leadership course, you’ll gain a new vision for propelling maturity and scalability of your experience leadership practices.

The CRC (CCXP renewal credits) requirement is 20 hours of continual education to renew your CCXP credential every two years. Essentially, the CXPA accepts one hour of study with a Recognized Training Provider as one CRC. In addition to the live and/or recorded classes, you will probably want to revisit certain parts of the class recordings and workbooks, as well as the quiz games, quizzes, links to tools and case studies, and topic mastery short-answer scenarios.

Get started today!

This is by far the best course available on Experience Leadership. You don’t know what you don’t know! Try this.
Balakrishna Murthy, CCXP, Carrefour

How can I use the online resources?

Multiple learning layers allow flexibility for expert, intermediate, and beginner level executives.

Peruse the online resources before and after your in-person masterclass.

In the online resources for this Experience Leadership masterclass, each of the 5 topics comes with a basics recording and workbook, plus an advanced recording and workbook.

You can use the outline thumbnail images to go directly to any page for review and in-depth thinking.

You’ll find examples and templates, case studies, and clarifying articles, in addition to quizzes and exercises for topic exploration, topic application, and topic mastery.

You can earn CRCs for your time with these online resources in addition to 7.5 hours of recordings and the in-person masterclass.

Competency Basics Advanced
Foundations 29 min  
Metrics 56 min 32 min
Improvement 39 min 36 min
Culture 46 min 31 min
VoX 44 min 49 min
Strategy 24 min 55 min

Get started today!

It was a great learning experience and I’m very pleased with the content. Interacting with Lynn was time well invested. I highly recommend this course to get introduced to Strategic Impact practices, so we evolve above the current practices.
Balakrishna Murthy, CCXP, Carrefour

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!

This Advanced Experience Leadership course 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.
George Bell-Uribe, Head of Customer Experience, North America, Sage

Can I schedule this only for my company?

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

Can I schedule an application workshop?

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX, EX, and/or PX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Can I schedule coaching with Lynn Hunsaker?

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below for customer experience, employee experience, and partner experience:

  • Metrics, dashboards, value
  • Bonuses and recognition
  • Deployment challenges
  • Strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Intelligence and insights
  • Customer-centered marketing and processes
  • Improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

You can schedule your coaching session(s) on Cl*******************@Cl*********.com/bookings/" target="_blank" rel="noopener">Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

Can I get ongoing skill-building?

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

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

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