BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Customer Value Growth Strategy - ECPv5.3.1.1//NONSGML v1.0//EN CALSCALE:GREGORIAN METHOD:PUBLISH X-WR-CALNAME:Customer Value Growth Strategy X-ORIGINAL-URL: X-WR-CALDESC:Events for Customer Value Growth Strategy BEGIN:VTIMEZONE TZID:America/New_York BEGIN:DAYLIGHT TZOFFSETFROM:-0500 TZOFFSETTO:-0400 TZNAME:EDT DTSTART:20210314T070000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:-0400 TZOFFSETTO:-0500 TZNAME:EST DTSTART:20211107T060000 END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=America/New_York:20210114T140000 DTEND;TZID=America/New_York:20210114T153000 DTSTAMP:20210118T055324 CREATED:20201116T211123Z LAST-MODIFIED:20210107T214849Z SUMMARY:CX Excellence 90-Minute Class DESCRIPTION:This class is great for ANYONE wanting to influence customer-centric culture\, leapfrog CX norms\, and/or prep for the CCXP exam. Get online quiz game\, 30-minute recorded classes\, reading recommendations\, exercises\, multiple-choice quizzes with clues and explanations\, and follow-up Q&A session with instructor. \nRegister for one or any combination of dates that work best for you: \nThursdays — 2-3:30 PM ET \nJanuary 14 — CX Design & Improvement \nJanuary 21 — Voice of the Customer & Insights \nJanuary 28 — Customer-Centric Culture \nFebruary 4 — CX Organizational Adoption & Accountability \nFebruary 11 — CX Strategy \nFebruary 18 — CX Metrics\, Measurement & ROI \nFebruary 25 — CX Design & Improvement \nMarch 4 — Voice of the Customer & Insights \nNOTE: If you want new dates/times\, let us know at \n \n\n \n \n  1 topic – $89.00 6 topics – $500.00 2 colleagues this week – $160.00 \n \n\n \n Register Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nOur “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. \n\nLive delivery of any or all modules\nAsk questions and get answers real-time\nCompare notes with other participants\nPractice questions: multiple choice\, true-false\, topic mastery scenarios\nRecommended reading and case studies\nAlso get recorded course and quizzes immediately upon registration\, no expiration\nGet 15% discount code for first-time CXPA membership\n\n \n\n \n \n  1 topic – $89.00 6 topics – $500.00 2 colleagues this week – $160.00 \n \n\n \n Register Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nThe 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\, sharing new wisdom that she learned during 25 years working in the customer experience profession. \n \n \n\n \n \n  1 topic – $89.00 6 topics – $500.00 2 colleagues this week – $160.00 \n \n\n \n Register Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n  \nThese topics are available in live classes or self-paced recorded classes: \n1) Customer-Centric Culture covers behaviors\, practices and standards that encourage all employees to focus on delivering outstanding customer experiences. Emphasis is on: \n\nDefinitions: customer\, customer experience\, customer experience management\, customers’ jobs-to-be-done\nBest practices for cultivating a customer-focused culture\nEngaging “hearts and minds” of an organization across employee groups\nAligning employee behavior with customer-focused culture\nCXM glossary and maturity model\n\n2) Customer Experience Organizational Adoption & Accountability covers how to drive change and develop cross-organizational accountability for customer experience performance\, from the C-suite to the customer-facing team members. Emphasis is on keys to: \n\nCommunicating the importance of customer experience and corresponding strategy\nAligning business goals and decision criteria with customer-focused culture\nPrioritizing initiatives based on customer experience data\nReporting CX data to different audiences to compel action\nInfluencing and relationship skills to lead and sustain cross-functional efforts\, collaboration\nApplying techniques from change management\, process improvement and project management for CX improvement momentum\nMonitoring employee engagement metrics tied to CX performance\n\n3) Customer Experience Strategy covers how to create strategy that describes the intended customer experience\, its linkage to corporate strategy and its alignment with the organization’s brand values & attributes. Emphasis is on keys to: \n\nCommunicating the importance of the customer experience strategy to deliver the organization’s business goals\nEngaging the executive suite in CX strategy design and execution\nApplying CX insights to business strategy frameworks\, and vice versa\nTranslating corporate strategy into well-defined customer experience strategies and programmatic efforts\nBuilding and benchmarking CXM maturity\nEstablishing branded customer experience\n\n4) Customer Experience Metrics\, Measurement & ROI covers creation and reporting of the measures of customer experience success\, and use in business cases to illustrate ROI and business value of customer experience management. Emphasis is on keys to: \n\nCreating measurement strategy in support of broader business goals and CX strategy\nQuantifying business value and ROI of investing in customer experience\nDriving executive support and engagement in CX metrics and results\nDashboards and tracking statistical\, operational\, customer\, and financial performance\nIndexes such as Net Promoter Score® and customer lifetime value\n\n5) Customer Experience Design\, Improvement & Innovation covers practices and approaches to continuously improve\, design and differentiate customer experiences. Emphasis is on keys to: \n\nUsing customer insights to define and prioritize moments of truth and opportunities for improvement\nFacilitating and sustaining cross-organizational action of key CX improvements\nEstablishing design thinking\, customer-centered design\, iterative ideation and prototyping (agile)\nInnovating customer value across the customer journey and touch-points\n\n6) VoC\, Customer Insights & Understanding covers building collective insight into customer needs\, wants\, perceptions and preferences through the capture and analysis of customers’ voice. Emphasis is on keys to: \n\nDesign and implement a portfolio of company-initiated and customer-initiated voice of customer\nSelecting scales\, indexes such as NPS®\, and other VoC design and reporting decisions\nStatistical practices of sampling\, correlation\, regression\, confidence\, validity\, reliability\, etc.\nSingle view and 360-degree view of customers\, customer lifetime value\, root cause analysis\, predictive analytics\n\n  \n \n  \n \n\n \n \n  1 topic – $89.00 6 topics – $500.00 2 colleagues this week – $160.00 \n \n\n \n Register Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n  \n \n \n \n \n \n \n \n \n \n \n \n \n\n \n YES! We help you do this!\n \n \n Request our coaching\, assessments\, templates\, playbooks\, workshops\, etc.\n \n \n \n \n \n \n \n \n \n\n \n\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n\n \n\n \n Email\n \n \n \n\n \n\n \n Name\n \n \n \n\n \n\n \n Goal\n \n \n \n\n \n\n \n \n \n (Optional) Send me a PDF of advisory services \n\n \n\n \n \n \n (Optional) I accept ClearAction's privacy policy ( \n\n \n \n \n \n LEARN MORE URL: CATEGORIES:Class ATTACH;FMTTYPE=image/png: END:VEVENT END:VCALENDAR