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This class is great for ANYONE wanting to leapfrog norms in customer experience, partner experience, or employee experience.

  • Enthusiasts and Novices — Learn the body of knowledge
  • Existing CCXPs — Up-level your strategic impact & earn renewal credits
  • CCXP Candidates – Elevate your exam score

Propel your experience leadership across your firm and your industry. Discover how to drive strategic impact beyond traditional program management for enduring rewards. Accelerate maturity to withstand booms and busts. And see clearly how you can put these differences into action now.

What does ‘leapfrogging norms’ mean? This course explains what’s needed for achievements like these 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 this live class, you get online quiz games, succinct 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 11:00 AM to 1:00 PM US Eastern Time

June 24 — Mastering Operationalized Strategy

July 1 — Mastering Metrics & ROI

July 8 — Mastering Improvement, Innovation & Design

July 15 — Influencing Culture & Accountability

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

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 experience leadership 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 Experience Leadership for Strategic Impact & Maturity course was created by Lynn Hunsaker (CCXP). 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. She 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 and 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 and Certified MBTI Practitioner. 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. She 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.

Recognized Training Provider

 

These 5 Experience Leadership for Strategic Impact & Maturity topics are available in live classes or self-paced recorded classes:
1) Mastering Metrics & ROI emphasizes:

  • How data collection choices affect analysis accuracy (statistics) and actionability
  • Pitfalls and success factors: benchmarking, ratings comparisons, descriptive and outcome metrics, data mining, key drivers, NPS, lifetime value, CSAT, effort score, customer health score, secure index, value quotient, ROI
  • How to identify actionable, predictive leading indicators
  • How to present data and create a dashboard that links employee engagement to customer experience improvement and financial gains
  • How to compel and sustain action on insights across your company, tie insights to corporate strategy, get executives’ buy-in, and make decisions on investments and technologies
  • Glossary and maturity model

2) Mastering Improvement, Innovation & Design emphasizes:

  • How to systematize improvement, innovation and design
  • How to drive improvements by all groups enterprise-wide through strategic impact approach to segmentation, root cause-based action plans, personas, interdependency maps, change management, and silo-smoothing
  • Keys to understanding needs and wants, behavioral science, design thinking, systems thinking, contextual inquiry, divergence and convergence, agile, AI and tech budget, verification and validation, interdependencies and contingencies
  • Glossary and maturity model

3) Influencing Culture & Accountability 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
  • Glossary and maturity model

4) Mastering VoX & Analytics emphasizes:

  • How to leverage almost-free VoC.
  • How to ask questions for greater strategic value your business.
  • How to increase data accuracy and response rates.
  • Pitfalls and success factors: benchmarking, ratings comparisons, descriptive and outcome metrics, data mining, key drivers, NPS, CSAT, effort score, customer health score, secure index, value quotient, ROI, sampling, correlation, regression, confidence, validity and reliability.
  • Keys to understanding needs and wants, behavioral science, single view and 360-degree view of customers, customer lifetime value, root cause analysis and predictive analytics.
  • How to engage all groups enterprise-wide through a better approach to segmentation, journey maps and personas.
  • How to make better technology and budget decisions.
  • Glossary and maturity model.

5) Mastering Operationalized Strategy 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
  • Glossary and maturity model

 

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