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BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Experience Leadership - ECPv5.9.1//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 BEGIN:VTIMEZONE TZID:America/Los_Angeles BEGIN:DAYLIGHT TZOFFSETFROM:-0800 TZOFFSETTO:-0700 TZNAME:PDT DTSTART:20210314T100000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:-0700 TZOFFSETTO:-0800 TZNAME:PST DTSTART:20211107T090000 END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=America/Los_Angeles:20210624T080000 DTEND;TZID=America/Los_Angeles:20210624T170000 DTSTAMP:20210924T104835 CREATED:20210614T014211Z LAST-MODIFIED:20210622T201540Z UID:28429-1624521600-1624554000@clearaction.com SUMMARY:Experience Leadership for Strategic Impact DESCRIPTION:This class is great for ANYONE wanting to leapfrog norms in customer experience\, partner experience\, or employee experience. \n\nEnthusiasts and Novices — Learn the body of knowledge\nExisting CCXPs — Up-level your strategic impact & earn renewal credits\nCCXP Candidates – Elevate your exam score\n\nPropel 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. \n \n\n \n \n  1 topic live class – $89.00 2 colleagues this week live classes – $150.00 3 topics live classes – $250.00 5 topics live classes – $400.00 5 topics self-paced course only – $195.00 1 topic self-paced class only – $59.00 Quizzes only – $49.00 \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\nWhat 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: \n\n16X reduction in customers’ time for service\nExceeded customer expectations by 75%\n10X increase in customer productivity\n10X reduction in lead time from 5 days to 5 hours\n6X improvement in trouble-shooting cycle time\n$1M savings monthly to the customer\n80% reduction in customer engineers’ learning cycle time\n75% reduction in customer-reported bugs/issues\n\nIn 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. \nRegister for one or any combination of dates that work best for you: \nThursdays 11:00 AM to 1:00 PM US Eastern Time \nJune 24 — Mastering Operationalized Strategy \nJuly 1 — Mastering Metrics & ROI \nJuly 8 — Mastering Improvement\, Innovation & Design \nJuly 15 — Influencing Culture & Accountability \nNOTE: If you want new dates/times\, let us know at Success@ClearAction.com \n \n\n \n \n  1 topic live class – $89.00 2 colleagues this week live classes – $150.00 3 topics live classes – $250.00 5 topics live classes – $400.00 5 topics self-paced course only – $195.00 1 topic self-paced class only – $59.00 Quizzes only – $49.00 \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 experience leadership 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 live class – $89.00 2 colleagues this week live classes – $150.00 3 topics live classes – $250.00 5 topics live classes – $400.00 5 topics self-paced course only – $195.00 1 topic self-paced class only – $59.00 Quizzes only – $49.00 \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 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. \n \n \n\n \n \n  1 topic live class – $89.00 2 colleagues this week live classes – $150.00 3 topics live classes – $250.00 5 topics live classes – $400.00 5 topics self-paced course only – $195.00 1 topic self-paced class only – $59.00 Quizzes only – $49.00 \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 5 Experience Leadership for Strategic Impact & Maturity topics are available in live classes or self-paced recorded classes:\n1) Mastering Metrics & ROI emphasizes: \n\nHow data collection choices affect analysis accuracy (statistics) and actionability\nPitfalls 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\nHow to identify actionable\, predictive leading indicators\nHow to present data and create a dashboard that links employee engagement to customer experience improvement and financial gains\nHow 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\nGlossary and maturity model\n\n2) Mastering Improvement\, Innovation & Design emphasizes: \n\nHow to systematize improvement\, innovation and design\nHow 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\nKeys 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\nGlossary and maturity model\n\n3) Influencing Culture & Accountability emphasizes: \n\nCommunicating the importance of customer experience and corresponding strategy\, including employee experience and engagement\, diversity and inclusion\, and corporate strategy\nAligning employee behavior\, business goals and decision criteria with customer-focused culture\nPrioritizing initiatives based on customer experience data story-telling\nReporting CX data to different audiences to compel action\nInfluencing 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\nFacilitating non-customer-facing groups’ engagement through change management\, process improvement and project management for CX improvement momentum\nMonitoring employee engagement metrics tied to CX performance\nBest practices for cultivating a customer-focused culture\nEncouraging all employees and partners to produce almost-automatic customer experience excellence\nGlossary and maturity model\n\n4) Mastering VoX & Analytics emphasizes: \n\nHow to leverage almost-free VoC.\nHow to ask questions for greater strategic value your business.\nHow to increase data accuracy and response rates.\nPitfalls 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.\nKeys to understanding needs and wants\, behavioral science\, single view and 360-degree view of customers\, customer lifetime value\, root cause analysis and predictive analytics.\nHow to engage all groups enterprise-wide through a better approach to segmentation\, journey maps and personas.\nHow to make better technology and budget decisions.\nGlossary and maturity model.\n\n5) Mastering Operationalized Strategy emphasizes: \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\nCreating strategy that describes the intended customer experience\, its linkage to corporate strategy and its alignment with the organization’s brand values & attributes\nTranslating corporate strategy into well-defined customer experience strategies and programmatic efforts\nBuilding and benchmarking CXM maturity\nEstablishing branded customer experience\nGlossary and maturity model\n\n  \n \n  \n \n\n \n \n  1 topic live class – $89.00 2 colleagues this week live classes – $150.00 3 topics live classes – $250.00 5 topics live classes – $400.00 5 topics self-paced course only – $195.00 1 topic self-paced class only – $59.00 Quizzes only – $49.00 \n \n\n \n Register Now Checkout Now\n \n \n \n \n \n Added to cart \n 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