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This class is great for ANYONE wanting to leapfrog CX norms (including CCXPs — earn Renewal Credits!), learn the CXM body of knowledge (novices/enthusiasts), and/or prep for the CCXP exam.

See specific differences between tradition CXM vs. strategic CXM vs. mature CXM!
See clearly how you can put these differences into action now.

New side-by-side comparisons + application exercises (includes diagrams, examples):

CX training

 

What does ‘leapfrogging CX norms’ mean? This course explains what’s needed for achievements like this. These are examples from Applied Materials, where course instructor Lynn Hunsaker led customer experience transformation to grow customer trust:

  • 16X reduction in customers’ time for service
  • Exceeded customer expectations by 75%
  • 10X increase in customer productivity
  • 10X 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’ learning cycle time
  • 75% reduction in customer-reported bugs/issues

In addition to the live class, you get online quiz games, 30-minute recorded classes, reading recommendations, exercises, multiple-choice quizzes with clues and explanations, and follow-up Q&A session with instructor.

Register for one or any combination of dates that work best for you:

Thursdays 11:30 AM to 1 PM US Eastern Time

April 15 — Driving Strategic CX Metrics & ROI Maturity

Note: no class during the week of April 19

April 29 — Driving Strategic CX Improvement, Innovation & Design Maturity

May 6 — Driving Strategic CX Adoption, Accountability & Customer-Centric Culture Maturity

May 13 — Driving Strategic VoC & Customer Insights Maturity

May 20 — Driving Operationalized CX Strategy Maturity

NOTE: If you want new dates/times, let us know at Success@ClearAction.com

 

CX Metrics Training

Our “up-level mindset” method is based on years of experimentation in college courses and corporate training in what sticks best for exam success and real-life application. Participants from 50+ countries have enrolled in this course to deepen and broaden their CX know-how. See “Praise for this Class” for examples of participants’ experience.

  • Live delivery of any or all modules
  • Ask questions and get answers real-time
  • Compare notes with other participants
  • Practice questions: multiple choice, true-false, topic mastery scenarios
  • Recommended reading and case studies
  • Also get recorded course and quizzes immediately upon registration, no expiration
  • Get 15% discount code for first-time CXPA membership

Lynn HunsakerThe Customer Experience Excellence course was created by Lynn Hunsaker (CCXP) who led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, and Marketing Director. She has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College and University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. She is co-founder of the ClearAction Value Exchange with revolutionary methods for real-time skill development and application. Lynn conducted the world’s first global B2B customer experience practices study, which she led from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served as co-chair of many committees and as a Board member and CX Experts panel member. She was #1 Author of the Year in 2015 and 2017 and one of five Hall of Fame authors at CustomerThink.com, sharing new wisdom that she learned during 25 years working in the customer experience profession.

Recognized Training Provider

 

These topics are available in live classes or self-paced recorded classes:
1) Driving Strategic Customer Experience Metrics & ROI Maturity emphasizes:

  • Creating measurement strategy in support of broader business goals and CX strategy
  • Quantifying business value and ROI of investing in customer experience
  • Driving executive support and engagement in CX metrics and business value
  • Dashboards and tracking statistical, operational, customer, and financial performance
  • Strengths, limitations and best uses for indexes such as Net Promoter Score® and customer lifetime value
  • CXM glossary and maturity model

2) Driving Strategic Customer Experience Improvement, Innovation & Design Maturity emphasizes:

  • Using customer insights to define and prioritize moments of truth and opportunities for improvement
  • Facilitating and sustaining cross-organizational action of key CX improvements
  • Establishing design thinking, customer-centered design, iterative ideation and prototyping (agile)
  • Innovating customer value across the customer journey and touch-points
  • Up-leveling customer segmentation, personas and journey maps’ strategic impact
  • CXM glossary and maturity model

3) Driving Strategic Customer Experience Organizational Adoption, Accountability & Customer-Centricity Maturity emphasizes:

  • Communicating the importance of customer experience and corresponding strategy, including employee experience and engagement, diversity and inclusion, and corporate strategy
  • Aligning employee behavior, business goals and decision criteria with customer-focused culture
  • Prioritizing initiatives based on customer experience data story-telling
  • Reporting CX data to different audiences to compel action
  • Influencing and relationship skills to to engage “hearts and minds” of an organization across employee groups and to lead and sustain cross-functional efforts and collaboration
  • Facilitating non-customer-facing groups’ engagement through change management, process improvement and project management for CX improvement momentum
  • Monitoring employee engagement metrics tied to CX performance
  • Best practices for cultivating a customer-focused culture
  • Encouraging all employees and partners to produce almost-automatic customer experience excellence
  • CXM glossary and maturity model

4) Driving Strategic VoC & Insights Maturity emphasizes:

  • Designing and implementing a portfolio of company-initiated and customer-initiated voice of customer
  • Selecting scales, indexes such as NPS®, and other VoC design and reporting decisions to translate CX data to operational requirements
  • Increasing strategic impact through statistical practices of sampling, correlation, regression, confidence, validity, reliability, etc.
  • Reporting a single view and 360-degree view of customers, customer lifetime value, root cause analysis, predictive analytics
  • Up-leveling customer segmentation, personas and journey maps’ strategic impact
  • Deciding VoC budget and technology choices
  • CXM glossary and maturity model

5) Driving Operationalized Customer Experience Strategy Maturity emphasizes:

  • Communicating the importance of the customer experience strategy to deliver the organization’s business goals
  • Engaging the executive suite in CX strategy design and execution
  • Applying CX insights to business strategy frameworks, and vice versa
  • Creating strategy that describes the intended customer experience, its linkage to corporate strategy and its alignment with the organization’s brand values & attributes
  • Translating corporate strategy into well-defined customer experience strategies and programmatic efforts
  • Building and benchmarking CXM maturity
  • Establishing branded customer experience
  • CXM glossary and maturity model

 

CCXP Masterclass

 

 

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