BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Experience Leadership - ECPv5.8.1//NONSGML v1.0//EN CALSCALE:GREGORIAN METHOD:PUBLISH X-WR-CALNAME:Experience Leadership X-ORIGINAL-URL: X-WR-CALDESC:Events for Experience Leadership 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:20210728T103000 DTEND;TZID=America/New_York:20210728T120000 DTSTAMP:20210727T023242 CREATED:20210627T021133Z LAST-MODIFIED:20210726T174610Z SUMMARY:Experience Leadership for CX Enthusiasts & CCXP Exam DESCRIPTION:CX prep for your career success: join this live class for CX enthusiasts and/or CCXP exam! Learn the customer experience leadership body of knowledge prescribed by the CXPA — plus much more to assure strongest performance in your career. \nIn addition to this CX live class\, you get two class workbooks (pre-class intro and in-class notes)\, how-to template links\, succinct recorded class\, online quiz game\, scenario exercises as adult learning must-haves\, case studies and articles\, and multiple-choice quizzes with clues and explanations. Pre-class completion of quizzes allows your instructor to focus on your highest-need areas\, to make the most of our class time. \nOptional extras include free instructor feedback on scenario exercises\, Experience Leadership Topic Mastery certificate and social media badge\, CCXP Exam Preparation book (Bartlett; PDF)\, and weekly study groups led by instructor Lynn Hunsaker\, who is a Certified Customer Experience Professional and CXPA Recognized Training Provider. \n“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.” \nYour time is valuable: the more succinct the course\, the more the instructor prepared to respect your time. How is it possible? Links to templates and case studies let you deep-dive where you prefer. The introductory workbook/recording let you skip what you already know and focus on what’s new to you. In-class workbook exercises let you validate new information. Your instructor made tremendous efforts testing layouts and approaches\, reorganizing\, and simplifying materials to zero-in on what works best for you. Topic mastery scenarios pull it all together in a vividly memorable way. \nIf you’re planning for the CCXP exam\, you should budget about the same amount of time for readings\, exercises\, and quizzes. With this class\, you won’t need extensive multiple choice quizzes\, travel\, or pre- and post-travel prep/catch-up\, or books. This class helps you really learn what’s best\, taking the guesswork out of your exam and on-the-job use. \nLearn how to make customer experience world-class for your company and your career growth! \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CX Prep Course Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n“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\, CCXP \nRegister for one Experience Leadership live class or any combination of dates that work best for you: \nWednesdays 10:30 AM to Noon US EST = 16:30-18:00 Europe CEST \nJuly 28 — Culture & Accountability \nAugust 4 — VoC & Intelligence \nAugust 11 — Operationalized Strategy \nAugust 18 — Metrics & Analytics \nAugust 25 — Improvement & Design \nNOTE: If you want new dates/times\, let us know at \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CX Prep Course Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n  \nExperience Leadership modernizes customer 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. Concise frameworks in this CX prep course are tried-and-true success factors used in leading CX company-wide with significant strategic impact\, maturity and scalability. \n\n\n\n\n\nCX Touchpoints\nCX Management\nCX Leadership\n\n\n\n\nCustomer Service\nCustomer Success\nCustomer Loyalty\nUser Experience\nCRM\, . . .\nThe set of practices that an organization employs to meet (or exceed) customers’ expectations.\nCompany-wide alignment to core customers’ expectations.\n\n\none-by-one guidance and programs \nTo reverse churn and drive up-sells\, cross-sells\, and retention\n\ninteraction-based\, programmatic \nTo engage customers as brand allies for revenue growth\nculture-based\, strategic\, most profitable and scalable \nTo engage CX ecosystem in preventing issues for lifetime value growth\n\n\n\n\n\n“I’ve recommended ClearAction CCXP training to many others. Thanks again!” — Nikki Pampalone\, CCXP \nLive Training Advantages\n Get everything you need to pass the CCXP exam\nDesigned by a real CX leader (B2B\, Fortune 250)\, Lynn Hunsaker\, CCXP\, RTP\, with company-wide responsibility and stellar track record for significant CXM results \n\nShe is a university instructor who has designed and delivered dozens of college courses\nShe conducted the world’s first 5-year global study of B2B customer experience management practices\nShe is 1 of 5 CustomerThink Hall of Fame authors and featured on numerous top influencer lists\nExamples of her track record:\n\n\n People from 50+ countries have benefited from this course\n Volume discount for 5 or more participants from your firm: code = 5ormore\n 15% discount code for first-time CXPA membership\, which also allows member discount on CCXP exam \n“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 found the Myth Busters to be the most valuable part and the True and False questions were awesome too. 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 Younger\, CCXP \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CX Prep Course Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n  \nCX Prep Course Agenda \nMetricsDesignCultureVoCStrategyMetrics\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\nCX Data Analysis\n\nIndexes & statistics\nReturn on CX\n\n\nTie CX to C-Suite\n\nGetting buy-in\nStimulating action\n\n\nWhat Drives CX ROI\n\nLeading indicators\nEngagement metrics\n\n\n\nIn addition to the list above\, this class includes best practices for 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. \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\n\nImprovement\nInnovation\nDesign\n\n\nMobilizing\n\nChange\nSilos\n\n\nFocusing\n\nSegmentation\nMaps & Personas\n\n\n\nIn addition to the list above\, this class includes best practices for 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. \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\nWhat is it?\n\nCulture\nAdoption\nAccountability\n\n\nWay of Thinking: Adoption\n\nTie-in\nInfluence\n\n\nWay of Doing: Accountability\n\nSystematizing\nRecognizing\n\n\n\nIn addition to the list above\, this class includes best practices for 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. \nVoC\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\n\nMaturity\nEngagement strategy\nTech & budget\n\n\nDesigning VoC\n\nWhat to ask: questions\, ratings\nWho to ask: population\, samples\nHow to ask: research\, reporting\, summaries\n\n\nStimulating Action\n\nMaps & personas\nMaking a difference\n\n\n\nIn addition to the list above\, this class includes best practices for 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. \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\n\nStrategy & operationalization\nIntentional CX\nBranded CX\n\n\nOperationalized Strategy\n\nWhy it’s rare\nWhat is it\nTemplate & self-assessment\n\n\nSpeak Stakeholders’ Language\n\nCustomer & employee engagement\nSilo-smoothing\nReturn on CX\n\n\n\nIn addition to the list above\, this class includes best practices for 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\, strenghening CX DNA\, and more. \n\n“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 a little more.” \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CX Prep Course Now Checkout Now\n \n \n \n \n \n Added to cart \n \n \n\n \n \n \n \n \n \n \n\n“Thank you\, Lynn Hunsaker. Great course\, and helped me pass on the 1st attempt” — Ron Mozalewski\, CCXP \nCX Prep Class Live Training 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. \nShe 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. \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. She is author of 3 experience leadership handbooks on Amazon Kindle. At\, 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“Excellent resource for CCXP preparation. Very robust\, complete and helpful guide. Highly recommended.” \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CCXP Prep Course 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“Thank you so much\, Lynn Hunsaker. I couldn’t have done it without you. Thankful for you and ClearAction.” — Carrie Weston\, CCXP \n \nPartial list of CCXPs who benefited from this CX prep course: \nCanadaEMEAUS WestUS EastSouth PacificSouth AmericaCanada\nKari Baker\nKrista Breckman\nKevin Carruthers\nAndrew Esemezie\nSophia Frey\nDennis Lemon\nJennifer MacDonald\nNancy Ortenberg\nSandra Pacitti\nMichael Poulin\nAviva Shiff\nShawn Silzer\nSimone Wilson\nJulianna Zaremba \nEMEA\nDarryl Alexander\nPaola Annis\nDaniel Bogaards\nVicky Brookes\nHoracio Calvo\nGabriela Ciupitu\nToby Miles Courtney-Thomas\nElly Domene\nAbdallah Elbadawy\nRania ElMehwi\nGraham Fagan\nSabrina Haddach\nRaphael Hergge\nIzzat Husrieh\nJolian Ibrahim\nGustavo Imhof\nMahmoud Jallad\nOghenekevwe John-Olori\nValentin Kaelin\nClare Kavanagh\nLaura Metcalfe\nYoussef Negm\nJean Ochse\nStephanie Ogulin-Weinlich\nRebecca Okoroji\nAhmad Sidawi\nAgnes Sroka\nErika Toth\nMarios Vlachos\nRemi Weber \nUS West\nRyan Abualsamh\nTJ Adler\nAJ Ajinwo\nVicki Amon-Higa\nCourtney Arthurholt\nSherrie Austin\nGary Batroff\nPaul Broughton\nSusan Brown\nEddie Christian\nLonna Coleman\nBraeden Daly\nVenkata Dasari\nStephanie Davis\nShannon Denniston\nErin DeSilva\nAaron Fox\nMaura Goicochea\nAmy Goodwin\nMichael Gray\nErin Hansman\nSam Harami\nKay Lynn Hendrix\nGiri Iyer\nMitchell Josh\nSheila Knight-Fields\nBrian Latham\nMarla Lucas\nAubrey Macklin\nMegan Marburger\nRachael McBrearty\nJoseph Mitileri\nJessica Noble\nRachael Perez\nRobert Perez\nRyan Peterson\nJoe Powell\nTerry Reynolds\nEric Rhoades\nBob Roark\nSarah Sang\nVidhya Siriam\nMelissa Skogan\nIma Somers\nPaul Stone\nMatt Stuckey\nLeigh Taylor\nAlyce Traverso\nEric Ullman\nKatie Wallace\nCassie Wilcox\nJohn Wong\nEllie Wu\nMaggie Young\nErrol Youngborg\nHeather Younger \nUS East\nRalf Achtelstetter\nJennifer Alcarez\nSanjay Asthana\nWai Au\nRisa Baltes\nMichael Bartlett\nTracy Bernstein\nMillicent Blalock\nPatrice Blum\nAlan Brooks\nBeckie Brooks\nSomesh Chablani\nAbhitabh Chandra\nAlison Circle\nDarby Coe\nMary Rose Coleman\nGene De Libero\nKim Dixon\nMichelle Ebbs\nFernando Egea\nKatelyn Fisher\nLisa Flynn\nTanya Fowler\nCarolyn Galvin\nAnn Gougebas\nMichael Hadden\nAnne Hampton\nLisa Haskins\nJeffrey Heath\nFrank Hone\nCecilia James\nWanda Jett\nSuzanne Kinney\nJames Kitterman\nTracy Kuchar\nJason Kuperschmid\nScott Kyles\nCraig Lieneck\nJack Mackey\nMatt Macon\nSheila March\nSandra Mathis\nRyan McKeever\nRon Mozalewski\nJacquie Mueller\nKyle Murphy\nLisa Musante\nLogan Nasr\nShawn Noble\nRoberta O’Keith\nDaniel Olsen\nNikki Pampalone\nLiliana Petrova\nKristen Rice\nEileen Rimeikis\nAngeleen Rohda\nJonathan Ruchman\nNatalie Schneider\nMargie Sfeir\nMaulin Shah\nDavid Shaw\nDiane Simmons\nMark Smith\nBill Stavros\nTim Steinmetz\nMario Toussaint\nBob Trent\nNancy Vega\nLaura Vigliotta\nErin Wallace\nCarrie Weston\nCasie Wilcox\nJennifer Wright\nKristina Zeitvogel \nSouth Pacific\nParag Alurkar\nMohammad Firdhaus Baharom\nSonia Bhatia-Salmin\nLionel Bird\nLindsay Carapella\nLaurence Fox\nZora Hoare\nJenny Hunter\nCarsten Ley\nRod Netterfield\nRavindra Patwardhan\nAnita Siassios\nAurawan Sachaphornskul\nIan Stokol \nSouth America\nFelipe Jurjevic\nSebastien Munar\nMarcelo Riva\nFrancisco Zapata \nGood news! Spanish CCXP prep course now available! \n\n“The course was extremely helpful. I felt that your instruction was spot on.” \n \n\n \n \n  1 topic – $89.00 2 colleagues this week – $160.00 3 topics – $250.00 5 topics – $400.00 \n \n\n \n Download CX Prep Course 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/jpeg: END:VEVENT END:VCALENDAR