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

Advanced CX TrainingExperience Leadership is advanced guidance for executives and certified CX professionals. 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.

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.

Concise frameworks in this course are tried-and-true success factors used in leading CX company-wide with significant strategic impact, maturity and scalability.

Available in live online classes or on-demand self-paced online training. 5 topics are covered across 5 Fridays — join all sessions or any combination.

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

September 17 — Mastering Improvement & Design

September 24 — Mastering Culture & Accountability

October 1 — Mastering VoX & Intelligence

October 8 — Mastering Operationalized Strategy

 

October 15 — Mastering Metrics & Analytics

October 22 — Mastering Improvement & Design

October 29 — Mastering Culture & Accountability

November 5 — Mastering VoX & Intelligence

November 12 — Mastering Operationalized Strategy

 

December 3 — Mastering Metrics & Analytics

December 10 — Mastering Improvement & Design

December 17 — Mastering Culture & Accountability

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.

 

Frequently Asked Questions

 
In addition to this live class, you get a class workbook, succinct recorded class, 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.

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

 
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. This class is 90 minutes per live session and/or 110 minutes per on-demand recorded topic (55-minute pre-class workbook recording plus 55-minute in-class workbook recording).

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 and Topic Mastery exercises, so your time with that earns CRCs, too.

 
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

The course was extremely helpful. I felt that your instruction was spot on.

 

 
Take one class, the full course, or any combination of classes. You may re-attend any class you buy for further reinforcement. Concise class recordings with slide outline allows you to zero-in on any element of interest to you.

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)

 

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

ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.

 

 

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