BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Experience Leadership - ECPv5.7.0//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:20210610T110000 DTEND;TZID=America/New_York:20210610T130000 DTSTAMP:20210624T234541 CREATED:20210416T133511Z LAST-MODIFIED:20210605T154403Z SUMMARY:Driving Strategic CX Maturity DESCRIPTION:This class is great for ANYONE wanting to leapfrog CX norms (including CCXPs — earn Renewal Credits!)\, learn the CXM body of knowledge (novices/enthusiasts)\, and/or prep for the CCXP exam. \nSee specific differences between traditional vs. strategic vs. mature CXM!\nSee clearly how you can put these differences into action now. \nNew side-by-side comparisons + application exercises (includes diagrams\, examples): \n \n  \n \n\n \n \n  1 topic – $89.00 5 topics – $400.00 2 colleagues this week – $160.00 \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 CX norms’ mean? This course explains what’s needed for achievements like this. These are 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 the 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 10 — Driving Strategic CX Adoption\, Accountability & Customer-Centric Culture Maturity \nJune 17 — Driving Strategic VoC & Customer Insights Maturity \nJune 24 — Driving Operationalized CX Strategy Maturity \nJuly 1 — Driving Strategic CX Metrics & ROI Maturity \nJuly 8 — Driving Strategic CX Improvement\, Innovation & Design Maturity \nNOTE: If you want new dates/times\, let us know at \n \n\n \n \n  1 topic – $89.00 5 topics – $400.00 2 colleagues this week – $160.00 \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 \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 CX 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 – $89.00 5 topics – $400.00 2 colleagues this week – $160.00 \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 Customer Experience Excellence course was created by Lynn Hunsaker (CCXP) who led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality\, Strategic Information Manager\, Voice of Customer Manager\, and Marketing Director. She 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. She is co-founder of the ClearAction Value Exchange with revolutionary methods for real-time skill development and application. Lynn conducted the world’s first global B2B customer experience practices study\, which she led from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served as co-chair of many committees and as a Board member and CX Experts panel member. She was #1 Author of the Year in 2015 and 2017 and one of five Hall of Fame authors at\, sharing new wisdom that she learned during 25 years working in the customer experience profession. \n \n \n\n \n \n  1 topic – $89.00 5 topics – $400.00 2 colleagues this week – $160.00 \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 topics are available in live classes or self-paced recorded classes:\n1) Driving Strategic Customer Experience Metrics & ROI Maturity emphasizes: \n\nCreating measurement strategy in support of broader business goals and CX strategy\nQuantifying business value and ROI of investing in customer experience\nDriving executive support and engagement in CX metrics and business value\nDashboards and tracking statistical\, operational\, customer\, and financial performance\nStrengths\, limitations and best uses for indexes such as Net Promoter Score® and customer lifetime value\nCXM glossary and maturity model\n\n2) Driving Strategic Customer Experience Improvement\, Innovation & Design Maturity emphasizes: \n\nUsing customer insights to define and prioritize moments of truth and opportunities for improvement\nFacilitating and sustaining cross-organizational action of key CX improvements\nEstablishing design thinking\, customer-centered design\, iterative ideation and prototyping (agile)\nInnovating customer value across the customer journey and touch-points\nUp-leveling customer segmentation\, personas and journey maps’ strategic impact\nCXM glossary and maturity model\n\n3) Driving Strategic Customer Experience Organizational Adoption\, Accountability & Customer-Centricity Maturity 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\nCXM glossary and maturity model\n\n4) Driving Strategic VoC & Insights Maturity emphasizes: \n\nDesigning and implementing a portfolio of company-initiated and customer-initiated voice of customer\nSelecting scales\, indexes such as NPS®\, and other VoC design and reporting decisions to translate CX data to operational requirements\nIncreasing strategic impact through statistical practices of sampling\, correlation\, regression\, confidence\, validity\, reliability\, etc.\nReporting a single view and 360-degree view of customers\, customer lifetime value\, root cause analysis\, predictive analytics\nUp-leveling customer segmentation\, personas and journey maps’ strategic impact\nDeciding VoC budget and technology choices\nCXM glossary and maturity model\n\n5) Driving Operationalized Customer Experience Strategy Maturity 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\nCXM glossary and maturity model\n\n  \n \n  \n \n\n \n \n  1 topic – $89.00 5 topics – $400.00 2 colleagues this week – $160.00 \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  \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