Experience Leadership MasterClass

Experience Leadership MasterClass

Advanced customer, partner & employee experience

For executives and experts!
(authors, keynoters, thought leaders, consultants, judges, award winners, CCXPs, and certified or long-time practitioners).

CX+EX+PX Leading Indicators

  • XM Annuities & Ratios
  • 50+ Metric Myths
  • Reward Preventive Mindsets
  • Prevent XM Metric Silos
  • Metrics to Predict Growth

CX+EX+PX Change

  • Improvement for 3X Revenue
  • Innovation for 8X ROI
  • CX+EX+PX Design
  • 6 A’s for Personas & Maps Ongoing ROI

CX+EX+PX Accountability

  • Smooth & Prevent Silos
  • Assess CX+EX+PX Maturity
  • Automatic XM Excellence
  • Cross-org Collaboration
  • Proactive Accountability

VoX Intelligence

  • Almost-Free VoX & Patterns
  • CX+EX+PX-Centric VoX
  • VoX for Strategies & Policies
  • CX+EX+PX Tech Decisions
  • Predict VoX & Financials

CX+EX+PX Strategy

  • XM ROI Model
  • CX+EX+PX Synergies
  • XM in Strategic Pillars
  • Core-Growth North Star
  • XM Strategy Template

Trusted by experts from 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 Experience Leadership MasterClass 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 Experience Leadership MasterClass 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 Experience Leadership MasterClass 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 Experience Leadership MasterClass 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

Why this experts’ 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, year-over-year change for the past 5 years has been almost static relative to customers’ rising expectations. 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!

See examples in these articles:

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.

Get started now!

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Group Learning

No extra charge for live classes!

Minimum 5 participants. Content is identical in self-paced or live classes. Arrange your own 5-week series or join the waitlist for a public class series scheduled at your convenience. (Note: supplier onboarding paperwork adds $50 per person to course price. Instead, use credit card, debit card, PayPal, or ACH.) Let us know: your preferred days and times. Call +1 408 687 9700 or send an email today. Let’s get started!

Specify quantity:
Self-paced or live at $95 per person for 1 topic with this link or QR code:

1 CX+EX+PX Topic
1 CX+EX+PX Topic

Specify quantity:
Self-paced or live  at $475 per person for 5 topics with this link or code:

5 CX+EX+PX Topics
5 CX+EX+PX Topics

See coaching options below.

Frequently Asked Questions

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

Licensed to you as an individual with no expiration: you get lifetime access to extensive resources.

  • You can start with 1 topic to see how well you like it, and get a discount code for the whole course. Try it now!
     
  • Our vision is for EVERY CX, EX & PX leader to learn from this course. Our affordable pricing makes this possible.

Optional extras include:

  • Links to templates and case studies
     
  • Free instructor feedback on scenario exercises
     
  • Multiple-choice quizzes with clues and explanations
     
  • Experience Leadership Topic Mastery certificate and social media badge

Get started today!

The Experience Leadership MasterClass 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 Experience Leadership MasterClass energized, buzzing with multiple ways to up level our CX programs.
Peter Rush, FCXP, Senior Director, Customer Experience, Medecision

Can I earn a certificate?

You can earn your Experience Leadership 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

What if I already have a certification?

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 live classes, you will probably want to revisit certain parts of the Experience Leadership MasterClass 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 for CX folks. You don’t know what you don’t know! Try this.
Balakrishna Murthy, CCXP, Carrefour

How long is this MasterClass?

Each of the 5 topics comes with a basics and advanced recording and workbook. You can complete the recordings in 7.5 hours.

Many participants like to revisit the recordings, because you can use the outline thumbnails to go directly to any page for review and in-depth thinking. All versions of this course include quizzes and topic exploration, topic application, and topic mastery exercises, so your time with that earns CRCs, too.

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!

This Experience Leadership MasterClass 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 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 Experience Leadership MasterClass 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

Who is the CX 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

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Up-level your team

CX+EX+PX+MO Coaching

Get customized expert advice on your plans and challenges. Another perspective can help you excel.

Experience Value Exchange

$19.00

Customer experience team learning community to make CX a team sport company-wide. Close the gap in what’s promised vs. delivered . . .

Billed once per month until cancelled