https://clearaction.com/downloads/leader/

Advanced CX TrainingAdvanced Experience Leadership is a seminar for executives and experts (authors, keynoters, thought leaders, and certified or long-time practitioners of customer experience, employee experience, and partner experience). It is available in live online classes or on-demand self-paced online training.

This course modernizes customer/employee/partner 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.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

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

Choose the self-paced or live classes — either way, you get 2 workbooks for each of 5 topics, succinct recordings for each workbook, links to templates and case studies, scenario exercises as adult learning essentials, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, and online quiz game, all with no expiration.

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. Experience Data Analysis (indexes, statistics, return on experience)
  2. Tie Experience to C-Suite (executive buy-in, corporate pillars, stimulating action)
  3. Experience ROI Drivers (choice and use of metrics, engagement metrics)
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 (managing change and silos)
  3. Focusing (segmentation, personas, maps)
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, influence)
  3. Way of Doing: Accountability (engagement, collaboration, rewards)
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 (maturity, using intelligence)
  2. Designing VoX (who to ask, how to ask, what to ask)
  3. Stimulating Action (strategic impact maps, checklist)
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 experience, ecosystem, branded experience)
  2. Operationalized Strategy (self-assessment, foundation and building-blocks, template)
  3. CX Governance (deployment, smoothing silos, return on experience)

You can also 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 Certificate      Experience Leadership Badge

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

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”). 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.

Each of the 5 topics comes with a pre-class recording and workbook and a class recording and workbook. You can complete the recordings in 7.5 hours.

  • Experience Leadership Foundation (23 minutes)
  • Metrics & Analytics: 1.6 hours (36 min + 59 min)
  • Improvement & Design: 1.4 hours (23 min + 60 min)
  • Culture & Accountability: 1.4 hours (37 min + 46 min)
  • VoC & Intelligence: 1.6 hours (44 min + 49 min)
  • Operationalized Strategy: 1.3 hours (24 min + 55 min)

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.

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

Customer + Employee + Partner Experience

3 levels of impact: touchpoints –> management –> leadership

Experience Touchpoints Experience Management Experience Leadership
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success
The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations. Company-wide alignment to core stakeholders’ expectations.
How can they help our brand right now? guidance and programs to prevent churn and drive renewals, upsells and cross-sells for revenue growth How can they help our brand now and in the future? interaction-based, programmatic, engaging stakeholders as brand allies for revenue growth How can we aid their goals? most profitable and scalable: culture-based, strategic, engaging stakeholders to prevent issues, embedding magnetic attraction for lifetime value growth

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

Fridays 10:30 AM to Noon New York = 16:30-18:00 Paris

December 3 — Mastering Metrics & Analytics

December 10 — Mastering Improvement & Design

December 17 — Mastering Culture & Accountability

January 7 — Mastering VoX & Intelligence

January 14 — Mastering Operationalized Strategy

January 21 — Mastering Metrics & Analytics

January 28 — Mastering Improvement & Design

February 4 — Mastering Culture & Accountability

February 11 — Mastering VoX & Intelligence

February 18 — Mastering 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.

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

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

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

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!

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, virtual conference or roundtable.

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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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

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Billed once per month until cancelled