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CX prep for your career success: join this live class for CX enthusiasts and/or CCXP exam! Learn the customer experience body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career.

Thursdays Noon to 1:30 PM New York = 18:00-19:30 Paris

December 1 — VoC & Intelligence

December 8— Operationalized Strategy

December 15 — Metrics & Analytics

January 5 — Improvement & Design

January 12 — Culture & Accountability

These topics rotate continuously. Start any week!

7-Day GuaranteeRegister 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.

With this course, you do not need any other books, videos, or quizzes to succeed in the CCXP exam. This course is 100% up-to-date with CXPA’s new customer experience body of knowledge. Experience Leadership class is available in live online classes or on-demand self-paced online training.

Trusted by CCXPs & CX enthusiasts from these companies and hundreds more:

     OTE Group     Cisco     Juniper Networks     Herbalife

This course was one of the first CCXP resources out there. It was a huge help in passing with my first attempt.

Jennifer Wright, PhD, CCXPJennifer Wright, PhD, CCXP, Vice President of Customer Experience, Magellan Health

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.

Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

The course was extremely helpful. I felt that your instruction was spot on.

Thank you so much, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.

Carrie Weston, CCXP, Director of Customer Experience, Knape & Vogt Manufacturing

I’m happy to give credit to the prep course for ‘pushing me over the top’ in passing the CCXP exam today.

I’ve recommended ClearAction CCXP training to many others. Thanks again!

Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.

Thank you for all your help with the CCXP and other useful information about customer experience. Much appreciated!

Somesh Chablani, CCXPSomesh Chablani, CCXP, Global Head of Digital Transformation Sales, FIS

Great course, Lynn! It definitely helped me earn my CCXP credential.

Roberta O'Keith CCXPRoberta O'Keith, CCXP, Customer Experience Leader, Murphy-Hoffman

Choose the live class or self-paced course — either way, you get two class workbooks (pre-class intro and in-class notes), links to templates and case studies, succinct recordings for each workbook, scenario exercises as adult learning essentials, multiple-choice quizzes with clues and explanations, and online quiz game.

Let's share!

When you share this page on social media, your full course gets a $10 discount at checkout.

Get started today! Lifetime access!

7-Day Guarantee

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!
Heather YoungerHeather Younger, CCXP
Personally, I think the price paid is less than what it is actually worth. The course should be in the USD $700’s, if not more.

Frequently Asked Questions

How much time should I budget?

You can complete these CX class recordings in 5.75 hours. For full preparation, plan 2-3 hours per competency to complete the recordings, topic mastery scenarios, quizzes, readings, and review. For live classes, preview the basics recordings in advance. Each of the 5 topics comes with a basics recording and workbook, an advanced recording and workbook, a review deck, and a quiz game.

CompetencyBasicsAdvanced
Foundations29 min
Metrics39 min26 min
Design23 min32 min
Culture23 min30 min
VoC29 min48 min
Strategy29 min38 min

Get started today!

I wanted to congratulate you on your course. I felt it completely covered the material perfectly and a fellow CXPA member recommended it to me. Considering the course was concise, that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.


What does this CX class look like?

Succinct guidance elevates your thinking and ROI of your CX practices:

Highlight what you want to remember:
CCXP Class
Go directly to any page:
CX Class Navigation
Take notes in your basic and advanced workbooks for each of 5 competencies:
CCXP exam training
Improve recall and application through exercises on every page:
CCXP exam guide

Get started today!

I might not have passed the test without taking this course. The myth-busters really pushed me over the top to answer quite a few of the questions I would have not been confident in otherwise.

The way the course is organized helped me synthesize my thoughts around the CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

Jessica Noble, CCXP, Enavate

Can I earn a certificate?

 

  1. Experience Leadership Topic Mastery certificate and social media badge are earned by successfully answering 15 topic mastery scenarios: 3 for each of the 5 competencies. This is awarded by ClearAction Continuum, with individual feedback to you by CXPA Recognized Training Provider, Lynn Hunsaker.
  2. Certified Customer Experience Professional (CCXP) Certificate is earned by successfully answering 80% or more of 100 multiple choice questions in the CXPA’s CCXP exam. This is awarded by CXPA (Customer Experience Professionals Association).

CCXP certificates via CX Class

Get started today!

I found the course materials excellent. They were my main source of preparation for the exam. If you have a background in CX, then the recordings and other reading materials on this site are all that you need. Lynn was also a fantastic help on specific queries that I had at different stages. She is responsive, helpful and very supportive. I would highly recommend ClearAction.

Graham Fagan, CCXP, Group Director, AIB

What is covered in this CX class?

CompetencyVital Knowledge
Metrics
  • Return on CX, getting execs’ buy-in, focus on highest value, aligning incentives
  • Leading indicators, lagging indicators, balanced scorecard, stimulating action
  • Lifetime value, NPS, CSAT, effort score, health score, secure index
  • Retention, share of wallet, wallet allocation rule, sales velocity, margin expansion
  • Value quotient, CX annuities, jobs-to-be-done, core-growth customers
  • Statistical significance, confidence, validity, reliability, top-box, standard deviation, cross-tabs
  • Tech buying, budget, data mining, predictive analytics
  • Stated and implied importance, regression, correlation, key driver analysis
  • Benchmarking, qualitative and quantitative data, perception data, descriptive and outcome data
  • Metrics communication and presentation, self-service data, engagement monitoring
  • Data visualization, data and metric silos, and more
Design
  • Success factors for improvement, innovation, design, personas, journey maps
  • Leading change, smoothing silos, company-wide momentum in acting on maps and personas
  • Prevention of issue recurrence and occurrence, design thinking, human-centered design
  • Agile design and iterative ideation, behavioral science, innovation culture
  • Employee creativity, thinking hats, CX annuities, jobs-to-be-done, core-growth customers
  • Needs and wants, gap analysis, requirements and opportunities prioritization
  • Contextual inquiry, qualitative research, service blueprint
  • Research testing, prototyping, control and response plans, validation and verification, contingencies
  • Interdependencies, project management, process management, continual improvement, AI/tech choices, and more
Culture
  • Engaging executives at every level and in every function in making a difference for customers
  • Customer-centricity self-assessment, keys to accountability
  • Customer-centric maturity, executive sponsorship, business decision criteria
  • Strategic pillars, business goal alignment, performance ownership
  • Internal branding and messaging, employee journey and engagement, inclusion, charters and roles
  • CX annuities, jobs-to-be-done, core-growth customers, experience leadership, and more
VoC
  • Customer-centric VoC, compelling customer intelligence, VoC portfolio
  • Qualitative and quantitative research, behavioral science
  • Customer-initiated and company-initiated VoC, internal and external customer feedback
  • Operational and customer data, gap analysis, executives’ and employees’ customer insights
  • Stratified random samples, CX annuities, jobs-to-be-done, core-growth customers
  • Lifetime value, NPS, CSAT, effort score, health score, secure index, value quotient
  • Statistical significance, confidence, validity, reliability, top-box, standard deviation
  • Cross-tabs, data mining, predictive analytics, stated and implied importance
  • Regression, correlation, key driver analysis, CX annuities, jobs-to-be-done, core-growth customers, and more
Strategy
  • Intentional customer experience, CX north star, branded customer experience
  • Operationalized strategy, CX ecosystem, governance, strategy template
  • CX maturity roadmap, strategy success assessment
  • Strategic planning frameworks, alignment to brand values and attributes
  • Business case, CX annuities, jobs-to-be-done, core-growth customers
  • Benchmarking, cross-organizational collaboration, interdependencies among people and processes
  • Messaging internally and externally, strengthening CX DNA, and more

Get started today!

I’ve recommended ClearAction CCXP training to many others. Thanks again!
Nikki Pampalone, CCXP, Director of Customer Experience, Nationwide Insurance

Who has passed the CCXP exam?

Partial list of CCXPs who benefited from this CX class:

US WestRyan Abualsamh
TJ Adler
AJ Ajinwo
Vicki Amon-Higa
Corey Arthurholt
Sherrie Austin
Gary Batroff
Amy Bell
Myoung Blaauboer
Ellen Brady
Paul Broughton
Susan Brown
Eddie Christian
Lonna Coleman
Braeden Daly
Venkata Dasari
Stephanie Davis
Shannon Denniston
Erin DeSilva
Aaron Fox
Lani Lorenz Fry
Maura Goicochea
Sharone Goldman
Amy Goodwin
Mandy Goodwin
Michael Gray
Erin Hansman
Sam Harami
Kay Lynn Hendrix
Giri Iyer
Mitchell Josh
Kim Kemmer
Sheila Knight-Fields
Brian Latham
Marla Lucas
Aubrey Macklin
Megan Marburger
Rachael McBrearty
Joseph Mitileri
Jessica Noble
Rachael Perez
Robert Perez
Ryan Peterson
Joe Powell
Terry Reynolds
Eric Rhoades
Bob Roark
Sarah Sang
Michelle Sawa
Vidhya Siriam
Melissa Skogan
Rodney Smith
Paul Stone
Matt Stuckey
Leigh Taylor
Steve Tennant
Alyce Traverso
Eric Ullman
Katie Wallace
John Wong
Ellie Wu
Maggie Young
Errol Youngborg
Heather Younger
US EastRalf Achtelstetter
Jennifer Alcarez
Rhonda Allen
Sanjay Asthana
Wai Au
Risa Baltes
Michael Bartlett
Tracy Bernstein
Millicent Blalock
Patrice Blum
Jodi Bradley
Alan Brooks
Beckie Brooks
Somesh Chablani
Abhitabh Chandra
Alison Circle
Darby Coe
Mary Rose Coleman
Ram Dasari
Gene De Libero
Kim Dixon
Michelle Ebbs
Fernando Egea
Katelyn Fisher
Lisa Flynn
Tanya Fowler
Ann Gougebas
Michael Hadden
Anne Hampton
Lisa Haskins
Jeffrey Heath
Frank Hone
Cecilia James
Wanda Jett
Carolyn Jeskey
Louise Johnson
Suzanne Kinney
Jim Kitterman
Carolyn Klinger
Tracy Kuchar
Jason Kuperschmid
Scott Kyles
Craig Lieneck
Matt Macon
Sheila March
Sandra Mathis
Ryan McKeever
Ron Mozalewski
Kyle Murphy
Lisa Musante
Logan Nasr
Shawn Noble
Roberta O’Keith
Daniel Olsen
Nikki Pampalone
Liliana Petrova
Kristen Rice
Eileen Rimeikis
Angeleen Rohda
Jonathan Ruchman
Natalie Schneider
Margie Sfeir
Maulin Shah
David Shaw
Diane Simmons
Mark Smith
Bill Stavros
Tim Steinmetz
Ron Taylor
Mario Toussaint
Bob Trent
Nancy Vega
Laura Vigliotta
Carrie Weston
Cassie Wilcox
Jennifer Wright
Kristina Zeitvogel
CanadaKari Baker
Krista Breckman
Kevin Carruthers
Andrew Esemezie
Sophia Frey
Ruth John
Dennis Lemon
Jennifer MacDonald
Nancy Ortenberg
Sandra Pacitti
Michael Poulin
Aviva Shiff
Shawn Silzer
Simone Wilson
Julianna Zaremba
EMEAMohammed Albadr
Darryl Alexander
Muneera AlSunaid
Paola Annis
Ehsan Bin-Abdullah
Daniel Bogaards
Vicky Brookes
Horacio Calvo
Gabriela Ciupitu
Toby Courtney-Thomas
Veronika Dittes
Ma’en El-Baz
Abdallah Elbadawy
Rania Mehwi
Graham Fagan
Sabrina Haddach
Raphael Hergge
Izzat Husrieh
Jolian Ibrahim
Gustavo Imhof
Mahmoud Jallad
Oghenekevwe John-Olori
Valentin Kaelin
Clare Kavanagh
Emma Ledwidge
Andrew Loach
Katerina Mavrou
Laura Metcalfe
Youssef Negm
Jean Ochse
Stephanie Ogulin-Weinlich
Rebecca Okoroji
Attia Salim
Ahmad Sidawi
Ima Somers
Agnes Sroka
Grace Tagwireyi
Erika Toth
Yasmin Van Den Hoven
Marios Vlachos
Remi Weber
Silke Wiesel
S.PacificParag Alurkar
Mohammad Firdhaus Baharom
Sonia Bhatia-Salmin
Lionel Bird
Lindsay Carapella
Surbhi Chadha
Laurence Fox
Zora Hoare
Jenny Hunter
Raju Kotagal
Carsten Ley
Sangeetha Murthy
Rod Netterfield
Ravindra Patwardhan
Magda Prada
Anita Siassios
Aurawan Sachaphornskul
Ian Stokol
S.AmericaSamantha Conyers
Felipe Jurjevic
Sebastien Munar
Marcelo Riva
Tatiana Ramirez
Francisco Zapata

 

Get started today!

Customer Experience is a broad topic and it would have been difficult to focus myself on the right things without this course to guide me. Lynn herself was friendly and available, making contact via email to see if she could assist in any way. I definitely believe it was worth the cost!

Jean Ochse, CCXP

Who is the CX class designer & instructor?

Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Voice of Customer Manager, Strategic Information Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Global Quality. Partial list of accomplishments:

  • 16X reduction in customers’ time for service
  • Exceeded customers’ expectations by 75%
  • 10X increase in customer productivity
  • 23X 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’ cycle time
  • 75% reduction in customer-reported bugs/issues

As a California certified teacher, Lynn 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 Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles, and Professional Certified Marketer.

She 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. Lynn 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. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

CXPA Recognized Training Provider

Get started today!

Thank you, Lynn Hunsaker. Great course, and helped me pass on the 1st attempt.
Ron Mozalewski, CCXP, Executive Director, Advocate Health Care

What is the CCXP Exam?

The CCXP certification exam is owned and administered by the Customer Experience Professionals Association. (CXPA.org)

There are 100 multiple-choice CCXP questions, with one correct answer and three incorrect options. The score required to pass the examination is 80%.

Many parties inappropriately use the terms “Certified,” “Accredited,” or “Accreditation” when the resource offered does not meet the rigor of measurement against an independent criterion of proficiency.

  • Was the resource developed through a broad, consensus-based process in alignment with industry standards for workplace credentials? Does it properly represent itself?
  • What rigor is reflected in the qualifications and assessment process of the credential?

CCXP exam questions are based on an industry-wide job task analysis. In 2020, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. These findings shaped the current upgrade of the CCXP exam.

CXPA established the Recognized Training Provider credential to assure you of high quality. RTPs are selected according to a challenging set of quality standards. In 2015, the online CCXP prep course designed by Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, was the first recipient of CXPA’s seal of approval.

Get started today!

This course was muy excellente! It really helped me uncover what I did not know and also helped me solidify my approach to CX transformation. I loved that I could listen in my car, on a tablet or at my desk. I would highly recommend this course. Worth every penny and I also passed the CCXP exam the first time!

Heather YoungerHeather Younger, J.D., CCXP, Employee Fanatix

What is Experience Leadership?

ClearAction’s CX class teaches you how to make CX excellence a way of life in your company.

CX TouchpointsCX ManagementCX Leadership
Customer Service
Customer Success
Customer Loyalty
User Experience
CRM, . . .
The set of practices that an organization employs to meet (or exceed) customers’ expectations.Company-wide alignment to core customers’ expectations.
one-by-one guidance and programs

 

To reverse churn and drive up-sells, cross-sells, and retention

interaction-based, programmatic

 

To engage customers as brand allies for revenue growth

culture-based, strategic, most profitable and scalable

 

To engage your ecosystem in preventing issues for lifetime value growth

Get started today!

The ClearAction course goes beyond test preparation. It’s a thorough and deep review of the CX body of knowledge. I not only felt prepared to take the test, I felt prepared to take on a major CX role in my organization and to approach the work feeling confident that I could make a measurable and meaningful impact.

Vice President of Customer Experience

Can I schedule this only for my company?

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Build common language, shared vision, and collective capability of your team
  • Zero-in on any subset of the 5 competencies, or the whole body of knowledge
  • Tailor examples and examples to your industry and company
  • Small group application or gamification after every 20 minutes of instruction
  • Learn from instructor’s career in a role like yours, with in-depth exercise feedback
  • Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes for each topic

Call +1 408 687 9700 or send an email today.

Can I schedule an application workshop?

Let us know: business goal, number of participants, job levels, topic familiarity, location(s), and timing.

  • Deep-dive into any part of the course to apply it to your business situations
  • Participants may be from a broader set than the CX team
  • Implement the outputs immediately

Call +1 408 687 9700 or send an email today.

Can I schedule coaching with Lynn Hunsaker?

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below for customer experience, employee experience, and partner experience:

  • Metrics, dashboards, value
  • Bonuses and recognition
  • Deployment challenges
  • Strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Intelligence and insights
  • Customer-centered marketing and processes
  • Improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

Can I get ongoing skill-building?

The Experience 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.

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!