https://clearaction.com/event/advanced-experience-leadership-for-strategic-impact-maturity/
BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Experience Leadership - ECPv5.12.0//NONSGML v1.0//EN CALSCALE:GREGORIAN METHOD:PUBLISH X-WR-CALNAME:Experience Leadership X-ORIGINAL-URL:https://clearaction.com X-WR-CALDESC:Events for Experience Leadership REFRESH-INTERVAL;VALUE=DURATION:PT1H X-Robots-Tag:noindex X-PUBLISHED-TTL:PT1H 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:20211203T103000 DTEND;TZID=America/New_York:20211203T120000 DTSTAMP:20211209T024619 CREATED:20210630T213028Z LAST-MODIFIED:20211117T224302Z UID:28612-1638527400-1638532800@clearaction.com SUMMARY:Advanced: Experience Leadership for Strategic Impact & Maturity DESCRIPTION:Advanced 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). Advanced Experience Leadership is available in live online classes or on-demand self-paced online training.\n \nThis 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.\n \nTrusted by CCXPs & CX enthusiasts from these companies and hundreds more: \n                          \n\nI absolutely loved your 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. \nSandra Matulevičiūtė-Bagdonavičienė\, CCXP\, Partner Programs and Experience\, 1ClickFactory\nThis 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. \nGeorge Bell-Uribe\, Head of Customer Experience\, North America\, Sage\nThis 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’. \nVictoria Matthews\, CCXP\, Principal\, SEMA4 Consulting\nThank you for having a wonderful 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. \nMohammad Saad Usmani\, PhD\, Divisional Head\, Learning & Talent Management\, United Bank Limited\nThe Advanced CX course is ideal for senior CX 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. \nPeter Rush\, FCXP\, Senior Director\, Customer Experience\, Medecision\nLynn 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. \nJacqueline Mueller\, CCXP\, Senior Vice President\, Client Insight\, SMG\n \nFridays 10:30 AM to Noon New York = 16:30-18:00 Paris \nDecember 3 — Mastering Metrics & Analytics \nDecember 10 — Mastering Improvement & Design \nDecember 17 — Mastering Culture & Accountability \nJanuary 7 — Mastering VoX & Intelligence \nJanuary 14 — Mastering Operationalized Strategy \nJanuary 21 — Mastering Metrics & Analytics \nJanuary 28 — Mastering Improvement & Design \nFebruary 4 — Mastering Culture & Accountability \nFebruary 11 — Mastering VoX & Intelligence \nFebruary 18 — Mastering Operationalized Strategy \nRegister 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. \n \n\n \n \n  1 topic live class (specify by email) – $89.00 1 topic self-paced class (specify by email) – $59.00 5 topics self-paced class – $195.00 5 topics live classes – $400.00 3 topics live classes (specify by email) – $250.00 2 colleagues this week in live class – $150.00 \n \n\n \n Elevate Your Skills Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n  \nFrequently Asked Questions\n\nWhat does this course include?\nChoose 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. \nMetricsDesignCultureVoXStrategyMetrics\nExperience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics. \n\nExperience Data Analysis (indexes\, statistics\, return on experience)\nTie Experience to C-Suite (executive buy-in\, corporate pillars\, stimulating action)\nExperience ROI Drivers (choice and use of metrics\, engagement metrics)\n\nDesign\nExperience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing\, improving and innovating experience is key to enduring growth. \n\nMethods (improvement\, innovation\, design)\nMobilizing (managing change and silos)\nFocusing (segmentation\, personas\, maps)\n\nCulture\nExperience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery. \n\nCustomer-Centricity (evaluation\, DNA)\nWay of Thinking: Adoption (top-down\, alignment\, influence)\nWay of Doing: Accountability (engagement\, collaboration\, rewards)\n\nVoX\nExperience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery. \n\nWorld-Class Insights (maturity\, using intelligence)\nDesigning VoX (who to ask\, how to ask\, what to ask)\nStimulating Action (strategic impact maps\, checklist)\n\nStrategy\nExperience 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. \n\nSetup for Success (intentional experience\, ecosystem\, branded experience)\nOperationalized Strategy (self-assessment\, foundation and building-blocks\, template)\nCX Governance (deployment\, smoothing silos\, return on experience)\n\n\nYou 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. \n      \n \n\nI absolutely loved your 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. \nSandra Matulevičiūtė-Bagdonavičienė\, CCXP\, Partner Programs and Experience\, 1ClickFactory\n \nRegister 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. \nFridays 10:30 AM to Noon US EST = 16:30-18:00 Europe CEST \nNovember 12 — Mastering Operationalized Strategy \nDecember 3 — Mastering Metrics & Analytics \nDecember 10 — Mastering Improvement & Design \nDecember 17 — Mastering Culture & Accountability \nJanuary 7 — Mastering VoX & Intelligence \nRegister 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.\n \n\nThank you for having a wonderful 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. \nMohammad Saad Usmani\, PhD\, Divisional Head\, Learning & Talent Management\, United Bank Limited\n \n \n\n \n \n  1 topic live class (specify by email) – $89.00 1 topic self-paced class (specify by email) – $59.00 5 topics self-paced class – $195.00 5 topics live classes – $400.00 3 topics live classes (specify by email) – $250.00 2 colleagues this week in live class – $150.00 \n \n\n \n Elevate Your Skills Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nWhat if I already have a certification?\nNow 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. \nExpand and deepen your command of customer experience\, employee experience\, and partner experience leadership. \nYou’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. \nThe 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. \nEach 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. \n\nExperience Leadership Foundation (23 minutes)\nMetrics & Analytics: 1.6 hours (36 min + 59 min)\nImprovement & Design: 1.4 hours (23 min + 60 min)\nCulture & Accountability: 1.4 hours (37 min + 46 min)\nVoC & Intelligence: 1.6 hours (44 min + 49 min)\nOperationalized Strategy: 1.3 hours (24 min + 55 min)\n\nMany 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. \n\nThis 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’. \nVictoria Matthews\, CCXP\, Principal\, SEMA4 Consulting\nWhat is experience leadership?\nCustomer + Employee + Partner Experience \n3 levels of impact: touchpoints –> management –> leadership\n\n\n\n\n\nExperience Touchpoints\nExperience Management\nExperience Leadership\n\n\n\n\nLoyalty Programs\nUser Experience\nCRM\, . . .\nCustomer Service\nCustomer Success\nThe set of practices that an organization employs to meet (or exceed) stakeholders’ expectations.\nCompany-wide alignment to core stakeholders’ expectations.\n\n\nHow can they help our brand right now? guidance and programs to prevent churn and drive renewals\, upsells and cross-sells for revenue growth\nHow can they help our brand now and in the future? interaction-based\, programmatic\, engaging stakeholders as brand allies for revenue growth\nHow can we aid their goals? most profitable and scalable: culture-based\, strategic\, engaging stakeholders to prevent issues\, embedding magnetic attraction for lifetime value growth\n\n\n\n\n\n \n\nThis 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. \nGeorge Bell-Uribe\, Head of Customer Experience\, North America\, Sage\n \n \n\n \n \n  1 topic live class (specify by email) – $89.00 1 topic self-paced class (specify by email) – $59.00 5 topics self-paced class – $195.00 5 topics live classes – $400.00 3 topics live classes (specify by email) – $250.00 2 colleagues this week in live class – $150.00 \n \n\n \n Elevate Your Skills Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nWho is the course designer & instructor?\nThe 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. \nLynn 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. \nLynn 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. \nLynn 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. \nExamples of her experience leadership track record: \n \n\n \n\nLynn 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. \nJacqueline Mueller\, CCXP\, Senior Vice President\, Client Insight\, SMG\n \n \n\n \n \n  1 topic live class (specify by email) – $89.00 1 topic self-paced class (specify by email) – $59.00 5 topics self-paced class – $195.00 5 topics live classes – $400.00 3 topics live classes (specify by email) – $250.00 2 colleagues this week in live class – $150.00 \n \n\n \n Elevate Your Skills Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nCan I schedule this only for my company?\n \nLet us know: business goal\, number of participants\, job levels\, topic familiarity\, location(s)\, and timing. \n\nBuild common language\, shared vision\, and collective capability of your team\nZero-in on any subset of the 5 competencies\, or the whole body of knowledge\nTailor examples and examples to your industry and company\nSmall group application or gamification after every 20 minutes of instruction\nLearn from instructor’s career in a role like yours\, with in-depth exercise feedback\nGauge your knowledge via topic exploration\, topic mastery\, true-false\, and multiple choice quizzes for each topic\n\nCall +1 408 687 9700 or send an email today. \nCan I schedule an application workshop?\n \nLet us know: business goal\, number of participants\, job levels\, topic familiarity\, location(s)\, and timing. \n\nDeep-dive into any part of the course to apply it to your business situations\nParticipants may be from a broader set than the CX team\nImplement the outputs immediately\n\nCall +1 408 687 9700 or send an email today. \nCan I schedule coaching with Lynn Hunsaker?\nCustomer experience coaching is the quickest way to get expert advice. \nAnother perspective can help you excel. We’ve been in your shoes\, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching. \nCoaching sessions on any topic shown below: \n\nCustomer experience metrics\, dashboards\, value\nCustomer experience bonuses and recognition\nCustomer experience deployment challenges\nCustomer experience strategy\, culture\, and adoption\nCX solution provider selection and management\nVoice of the customer methodology and actionability\nCustomer experience intelligence and insights\nCustomer-centered marketing and processes\nCustomer experience improvement and innovation\nIntentional customer experience as north star\n\nHow coaching differs from consulting: \n\nYou present what you’re working on.\nWe give you on-the-spot feedback.\nCalls are up to 90 minutes\, max 2 people from your team.\nAll visual aids shown real-time in the call.\n\nMultiple groups may receive coaching at a discount. \nRequest customer experience coaching today! \n \n\n \n \n  90-Minute Session – $200.00 Two 90-Minute Sessions – $350.00 Five 90-Minute Sessions at the Price of 4 – $800.00 \n \n\n \n Elevate Your Skills Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\nYou can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today. \nCan I get ongoing skill-building?\n \nClearAction 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. \nFor 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. \nHow can you drive customer-centered organizational agility\, alignment and accountability? \n(1) Visit your Exchange portal throughout your workday for smoother internal and external interactions: how to align motivations\, foster mutual respect\, and drive commitments. \n(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. \nEarn 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. \n \n\nRapidly access your personally curated My Vault resources.\nSolve-SpacesTM are interactive templates to create personalized solutions.\nWebcast ConversationsTM allow you to shape experts’ presentations to your needs.\nPost your questions and advice in the peer-to-peer Q&A forum.\nShare wisdom and resources in the Insights Vault (videos\, podcasts\, templates\, articles\, study highlights\, handbook chapters\, presentations\, infographics\, how-to\, case studies\, tutorials\, courses).\nJoin a community call\, hackathon\, virtual conference or roundtable.\n\nClearAction 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. \nRequest a demo! Call +1 408 687 9700 or send an email today. \n1 User5 Users10 Users15 Users25 Users1 User\n \n\n \n \n  Monthly – $19.00 \n \n Billed once per month until cancelled \n \n  Quarterly – $54.00 \n \n Billed once per quarter until cancelled \n \n  Yearly – $210.00 \n \n Billed once per year until cancelled \n \n \n \n\n \n 1 User Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n5 Users\n \n\n \n \n  Monthly – $85.00 \n \n Billed once per month until cancelled \n \n  Quarterly – $250.00 \n \n Billed once per quarter until cancelled \n \n  Yearly – $950.00 \n \n Billed once per year until cancelled \n \n \n \n\n \n 5 Users Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n10 Users\n \n\n \n \n  Monthly – $150.00 \n \n Billed once per month until cancelled \n \n  Quarterly – $440.00 \n \n Billed once per quarter until cancelled \n \n  Annually – $1\,700.00 \n \n Billed once per year until cancelled \n \n \n \n\n \n 10 Users Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n15 Users\n \n\n \n \n  Monthly – $210.00 \n \n Billed once per month until cancelled \n \n  Quarterly – $615.00 \n \n Billed once per quarter until cancelled \n \n  Annually – $2\,400.00 \n \n Billed once per year until cancelled \n \n \n \n\n \n 15 Users Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n25 Users\n \n\n \n \n  Monthly – $325.00 \n \n Billed once per month until cancelled \n \n  Quarterly – $950.00 \n \n Billed once per quarter until cancelled \n \n  Yearly – $3\,700.00 \n \n Billed once per year until cancelled \n \n \n \n\n \n 25 Users 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\nThe Advanced CX course is ideal for senior CX 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. \nPeter Rush\, FCXP\, Senior Director\, Customer Experience\, Medecision\n \n \n\n \n \n  1 topic live class (specify by email) – $89.00 1 topic self-paced class (specify by email) – $59.00 5 topics self-paced class – $195.00 5 topics live classes – $400.00 3 topics live classes (specify by email) – $250.00 2 colleagues this week in live class – $150.00 \n \n\n \n Elevate Your Skills 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 (https://clearaction.whelkdev.ca/privacy) \n\n \n \n \n \n LEARN MORE URL:https://clearaction.com/event/advanced-experience-leadership-for-strategic-impact-maturity/ CATEGORIES:Class ATTACH;FMTTYPE=image/jpeg:https://clearaction.com/wp-content/uploads/Advanced_Square.jpg END:VEVENT END:VCALENDAR