Masterminds Retreat: How to Make CX+EX+PX a Team Sport Company-wide
Customer Experience Leaders Can Learn from Baseball!
Good or poor CX, EX, and PX hinges on every manager’s prevention of issues. Join us to learn how you can influence it!
Trusted by these companies and hundreds more:
This 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, SageThank you for having a wonderful advanced 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 LimitedThis is by far the best resource available on Experience Leadership. You don’t know what you don’t know! Try this.
Balakrishna Murthy, CCXP, CarrefourI absolutely loved your concise, inspiring stories with practical flavor.
Sandra Matulevičiūtė-Bagdonavičienė, CCXP, Partner Programs and Experience, 1ClickFactoryThis 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 ConsultingThis 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 session energized, buzzing with multiple ways to up-level our performance.
Peter Rush, FCXP, Senior Director, Customer Experience, MedecisionLynn 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.
Jacqueline Mueller, CCXP, Senior Vice President, Client Insight, SMGRetreat Information
Maximum 12 participants: interactive event with examples shared by all attendees, and success recipes tailored to you.
Masterminds Retreat
1) Every participant explains the highlights and lowlights of their situation.
2) Lynn Hunsaker jump-starts your progress with extraordinary wisdom.
3) Small groups discuss specific exercises in advanced templates.
4) Everyone shares lessons-learned.
5) You get a tailored action plan and next-level take-aways.
XM = Experience Management of customer (CX), employee (EX), and partner (PX) experience performance.
Reserve Your Spot!
Baseball is Like CX Excellence
How to engage every work group in winning! You rely on all of them to prevent CX issues.
It’s the key to growth with raving fans among customers and investors alike.
Build your advanced playbook in this retreat!
IN-PERSON FRIDAY-SATURDAY, MARCH 24-25
Phoenix, Arizona
Thursday Evening
Backyard BBQ
Friday Symposium
8 AM Breakfast & round-robin
9 Everyone’s WIIFM: Speak their Language
10 Group talks
11 Sharing / template
Noon catered lunch
Sharing / template
1 PM XM Tie-Ins: Make XM Easy for All
2 Group talks
3 Applications
4-7 Hot Air Balloon (+ $220 per person)
7 Scottsdale Dinner
Saturday Symposium
8 AM Round-robin
8:30 Embed XM as a Team Sport Company-wide
9:30 Group talks
10:30 Action Plan Applications
1-5 Baseball Game (+ $50 per person)
Cubs vs. Angels or Mariners vs. Giants or Royals vs. Dodgers
5-7 Cocktails, Wrap-up
Sunday
Check out by 10 am
Free time: nearby golf, botanical gardens,
Wrigley Mansion, Biltmore Waldorf Astoria,
Old Town Scottsdale, Arizona Science Center,
Native American Museum, Pioneer Village,
Gold Rush, Grand Canyon, Cowboy Lunch,
River Rafting, Wupatki & Sunset Crater National Monuments, and much more!
You’ll love Phoenix/Scottsdale in March! Our Masterminds Retreat will be outdoors and indoors at a beautiful home. You are welcome to reserve one of the bedrooms or choose a nearby hotel or Airbnb. It is close to Scottsdale shopping, art galleries, and so much more! Send questions to Lynn Hunsaker.
We are meeting 8 miles from Phoenix International Airport (PHX). On March 25, the temperature in Phoenix typically ranges from 76°F to 89°F (24°C to 32°C).
Reserve Your Spot!
Why is Masterminds Retreat needed?
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!
MASTERMINDS GIVES YOU PRACTICAL SOLUTIONS TO THESE CONUNDRUMS, PLUS MUCH MORE!
This CX+EX+PX Strategy Masterminds Symposium 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:
- How to Motivate Executive Buy-In for CX, EX & PX
- How to Cross-Pollinate Customer Experience, Employee Experience & Partner Experience Growth
- Customer Experience Leaders Can Learn from Baseball
Reserve your spot today!
This 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?
The goal of Strategy Masterminds is almost-automatic CX+EX+PX excellence.
Experience Leadership makes it a team sport company-wide: a way of life.
| Experience Touchpoints | Experience Management | Experience 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 |
Reserve your spot today!
This 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, SageWho facilitates the Masterminds Retreat?
CX+EX+PX Strategy MasterMinds 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.
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, SMGCan I schedule private mentoring?
Another perspective can help you excel. We’ve been in your shoes, leading CX+EX+PX in complex firms.
Strategy Masterminds Mentoring sessions on any topic shown below for customer experience, employee experience, and partner experience:
- Silos, strategic pillars, maturity, strategic impact
- Metrics, dashboards, value
- Bonuses and recognition
- Deployment challenges
- Strategy, culture, and adoption
- Solution provider selection and management
- VoX methodology and actionability
- Intelligence and insights
- Customer-centered marketing and processes
- Improvement and innovation
- Intentional customer experience as north star
How mentoring 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.
Get started today!
You can schedule your Strategy MasterMinds Mentoring session(s) on Lynn Hunsaker’s calendar in the “Contact Us” link at the top of this web page or send an email to Success at ClearAction.com today.
Before I began working with Lynn I was spinning my wheels. I didn’t know what type of CX work I should prioritise above others. I didn’t have a clear plan of action. The top thing I’ve gained from working with Lynn is confidence to work as a CX leader.
I value that we can discuss any aspect of CX and Lynn provides valuable insights and suggestions that really make a difference to how I go about achieving my work and enhances the end result.
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