Experience Management Maturity
For seasoned managers of customer, employee, and partner experience (experience management: XM).
Self-paced or live learning (e-consulting) sessions for 1 or 5 topics: Metrics & Analytics, Efficiencies & Design, Culture & Accountability, VoX & Intelligence, Operationalized Strategy, plus bonus module: ROI Essentials. You get a non-transferrable lifetime license to video segments (25-35 minutes each) totaling about 1.25 hours per topic.
10 true-false questions for each topic and 275 multiple-choice questions (includes 15-question Who Wants to Be a Millionaire quiz game for each topic). 3 scenario questions per topic for personalized instructor feedback and Experience Leadership Certificate. Workbook for each topic with questions relating it to your own experiences and templates for applying it in your work. Links to examples and templates for many concepts in each topic. Live sessions at no extra charge can be arranged for 5+ participants. Download: 1-page summary (PDF).
2 signs of experience management maturity:
1) Is customer/partner/employee experience management saving THEIR time, money, and worry?
2) Do experience insights influence all growth and efficiency efforts in your company?
Enroll today to learn how to rapidly get companywide engagement, reduce silos, prove indisputable ROI, and become indispensable to corporate strategy.
I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples.
Sandra Matulevičiūtė-Bagdonavičienė, Partner Programs and Experience, 1ClickFactoryUne riche ressource claire et précise au sujet de gestion de l’expérience client, le contenu que je n’ai pas trouvé ailleurs. Très utile et pratique, aider les organisations à passer à un niveau supérieur.
Tatiana Yakovenko, UX Design SpecialistClearAction is a trail-blazer and an impactful leader in the development of the CX practice globally.
Rolu Adebola, DiversiboardSúper bien, ella siempre está disponible y brinda una orientación completa para el entendimiento de los cursos.
Sonia Zavales, GXpriencias!This resource is an absolute must – especially as we face the challenges of the post-Covid, ‘New Now’.
Victoria Matthews, CCXP, SEMA4Time well invested. Get introduced to Strategic Impact practices so we evolve from the past practices. Highly recommended.
Balakrishna Murthy, CarrefourThank you very much for the valuable information and feedback on the Topic Mastery scenarios!
Silke Wiesel, PhD, CCXP, Chiesi GroupWorth every minute and euro invested! If you’re looking to establish, operationalize CX for results, look no further. Fully recommended!
Tatiana Ramirez, InteractionCX“I’ve been through 4 modules so far and your materials are really excellent!!! I love it.
I just wish I would have used it before.”
Bruce Liu, CognizantThis is certainly among the best CX content I’ve ever found, uniting concepts and application. It is a true proposal for a customer experience management system connected with business results.
Elaine Mazzon, PhoneTrackClearAction clearly, calmly and concisely communicates ideas in ways that stick in your brain and make you look at the work you’re doing in different ways.
James Dodkins, Pegasystems
Leadership influences all. Management controls some. Mature customer/employee experience is “experience leadership”.
Experience maturity is urgent! Trust, values, respect, and value are post-pandemic CX & EX priorities.
Everyone should start with Experience Leadership — now!
Boost your Experience Management Maturity now
I absolutely loved your recorded sessions. Well structured, concise, well-illustrated with examples.
Sandra Matulevičiūtė-Bagdonavičienė, Partner Programs and Experience, 1ClickFactoryUne riche ressource claire et précise au sujet de gestion de l’expérience client, le contenu que je n’ai pas trouvé ailleurs. Très utile et pratique, aider les organisations à passer à un niveau supérieur.
Tatiana Yakovenko, UX Design SpecialistClearAction is a trail-blazer and an impactful leader in the development of the CX practice globally.
Rolu Adebola, DiversiboardSúper bien, ella siempre está disponible y brinda una orientación completa para el entendimiento de los cursos.
Sonia Zavales, GXpriencias!This resource is an absolute must – especially as we face the challenges of the post-Covid, ‘New Now’.
Victoria Matthews, CCXP, SEMA4Time well invested. Get introduced to Strategic Impact practices so we evolve from the past practices. Highly recommended.
Balakrishna Murthy, CarrefourThank you very much for the valuable information and feedback on the Topic Mastery scenarios!
Silke Wiesel, PhD, CCXP, Chiesi GroupWorth every minute and euro invested! If you’re looking to establish, operationalize CX for results, look no further. Fully recommended!
Tatiana Ramirez, InteractionCX“I’ve been through 4 modules so far and your materials are really excellent!!! I love it.
I just wish I would have used it before.”
Bruce Liu, CognizantThis is certainly among the best CX content I’ve ever found, uniting concepts and application. It is a true proposal for a customer experience management system connected with business results.
Elaine Mazzon, PhoneTrackClearAction clearly, calmly and concisely communicates ideas in ways that stick in your brain and make you look at the work you’re doing in different ways.
James Dodkins, PegasystemsSend requests to Success at ClearAction.com. (Promo codes are usually for transfer from 1 Topic to 5 Topics.)
(List price is USD $500 for 5 topics (per person) or $140 for 1 topic: you save $50 by using the online payment link. ClearAction keeps prices low by avoiding supplier paperwork and delays. This frees us up to do what we love: create ongoing new value for you!)
More Information
Who designed XM Maturity e-consulting?
Experience Management Maturity e-Consulting was created by Lynn Hunsaker. She conducted the world’s first global B2B customer experience practices study from 2010-2014. Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame authors and since 2008 she is frequently #1 author and Author of the Year. She has been recognized in dozens of thought leader lists. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, for managers in marketing, CS, CX, EX, and PX to influence lifetime value growth.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. Through her team’s facilitation, her company achieved the top level of CX maturity within 18 months and every year every P&L made at least 2 accomplishments like this:
- 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 (SSAT/CBEST), 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.
Boost your Experience Management Maturity today!
Time well invested. Get introduced to Strategic Impact practices so we evolve from the past practices. Highly recommended.
Balakrishna Murthy, CarrefourWhat’s Covered
Start with Metrics for clarity on leading indicators of financial growth. Next, leading indicators reveal what you should focus on in Design, which shows you what’s needed in Culture. That tells you how VoX (voice of customer / employee / partner) needs to motivate and educate everyone. Pull it all together in your XM Strategy.
Boost your Experience Management Maturity today!
“I’ve been through 4 modules so far and your materials are really excellent!!! I love it.
I just wish I would have used it before.”
Bruce Liu, CognizantGroup Skills
No extra charge for live sessions!
Minimum 5 participants. Content is identical in self-paced or live sessions.
Arrange your own 5-week series or join the waitlist for public live sessions scheduled at your convenience. Message on LinkedIn or send an email to Success at ClearAction.com.
For volume purchase of self-paced or live sessions, use the link below to specify the quantity (click “Qty” or “Details”) and send participant names to Success at ClearAction.com.
Note: You save $50 per person with immediate payment and you get immediate access (in comparison to invoiced payment). For invoices, list price is USD $500 per person for 5 topics or $140 for 1 topic. We keep prices low by avoiding supplier paperwork and delays. This frees us up to do what we love: create ongoing new value!
How is this the best bargain in CX?
You get a workbook of actionable templates for each of 5 competencies:
- Short, thorough video segments for each topic
- Revisit any point! Easy navigation to any slides and specific content
- Application suggestions and adult learning success factors
- Comprehensive list of links to examples and templates
- Info layers let you blitz or deep-dive (visuals, audio, notes, links, questions)
- Organized to simplify and fast-track long-term recall
- Licensed to you as an individual with no expiration: you get lifetime access
- Guaranteed to elevate your experience management maturity mindset
Thousands of people from 50+ countries boost their XM career via ClearAction!
Boost your Experience Management Maturity now
Let's share!
When you share this page on social media, your full course gets a $10 discount at checkout.
Worth every minute and euro invested! If you’re looking to establish or operationalize CX for results, look no further. Fully recommended!
Tatiana Ramirez, InteractionCXCan I earn a certificate?
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 Lynn Hunsaker.
Boost your Experience Management Maturity today!
This is certainly among the best CX content I’ve ever found, uniting concepts and application. It is a true proposal for a customer experience management system connected with business results.
Elaine Mazzon, PhoneTrackCan 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 experience management 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
- XM 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) by clicking “Let’s Talk” in the upper right corner of ClearAction.com or send an email to Success at ClearAction.com.
START with this wisdom. After this, other learning will be twice as powerful than starting without this.
Stop issues at their root to re-allocate costs to higher value opportunities.
Start with high-potentials’ end-to-end experience excellence vs. random quick wins.
Focus everyone on customers’ jobs-to-be-done as North Star for decisions and actions.
Shift to customer-centered engagement, vocabulary, metrics, and use of insights.
Smooth execution silos and operational silos as your XM strategy goal: natural XM excellence.
Catalyze XM maturity immediately:
(A) Align insights to every group.
(B) Align every group’s work to customers.
(C) Embed insights criteria into rituals.
This is how to surpass norms.
It’s the key huge sustained growth.
This is Experience Leadership!
Sign up today
Clear Action: engage everyone in walking the talk
This is e-consulting . . . far more value than “training”. It’s high-powered super-rare advice.
In place of an expensive consult, we avoid invoice rigmarole and give you super-affordable immediate access to e-consulting.
It saves your time, continuity, and resources. It boosts your influence, reputation, efficiency, capabilities, and growth!
