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Experience Leadership is advanced guidance for executives and certified CX professionals. This course modernizes customer/employee/partner 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 course are tried-and-true success factors used in leading CX company-wide with significant strategic impact, maturity and scalability. 5 topics are covered across 5 Fridays — join all sessions or any combination.

Expand and deepen your command of customer experience, employee experience, and partner experience leadership.

You’ll see clearly how current best practices’ business results can be outpaced by strategic impact practices (aka “unpracticed best practices”). You’ll gain a new vision for propelling maturity and scalability of your experience leadership practices.

In addition to this live class, you get a class workbook, how-to template links, succinct recorded class, online quiz game, case studies and readings, scenario exercises as adult learning must-haves, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, optional Experience Leadership certificate and social media badge, and follow-up Q&A session with instructor Lynn Hunsaker, CCXP and CXPA Recognized Training Provider.

Experience Leadership Certificate      Experience Leadership Badge

Now that you’ve earned your CCXP credential, master strategic impact and maturity practices to assure strongest performance in your career. The CRC (CCXP renewal credits) requirement is 20 hours of continual education to renew your CCXP credential every two years. Essentially, the CXPA accepts one hour of study with a Recognized Training Provider as one CRC. This class is 90 minutes per live session and/or 45 minutes per on-demand recorded session. Many participants like to revisit the recordings, because you can use the outline thumbnails to go directly to any page for review and in-depth thinking. All versions of this course include quizzes and Topic Exploration and Topic Mastery exercises, so your time with that earns CRCs, too.

Customer + Employee + Partner Experience

3 levels of impact: tactics –> management –> leadership

Experience TouchpointsExperience ManagementExperience Leadership
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success
The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations.Company-wide alignment to core stakeholders’ expectations.
How can they help our brand right now? guidance and programs to prevent churn and drive renewals, upsells and cross-sells for revenue growthHow can they help our brand now and in the future? interaction-based, programmatic, engaging stakeholders as brand allies for revenue growthHow can we aid their goals? most profitable and scalable: culture-based, strategic, engaging stakeholders to prevent issues, embedding magnetic attraction for lifetime value growth

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

In addition to this live class, you get immediate access to your class workbook, how-to template links, succinct recorded class, online quiz game, case studies and readings, scenario exercises as adult learning must-haves, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, optional Experience Leadership certificate and social media badge, and follow-up Q&A session with instructor Lynn Hunsaker, CCXP and CXPA Recognized Training Provider. Master superior strategic impact practices for your company and your career growth.

 

Register for one class or any combination of dates that work best for you:

Fridays 10:30 AM to Noon US EST = 16:30-18:00 Europe CEST

July 30 — Mastering Metrics & Analytics

August 6 — Mastering Improvement & Design

August 13 — Mastering Culture & Accountability

August 20 — Mastering VoC & Intelligence

August 27 — Mastering Operationalized Strategy

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

 

Experience Leadership Course Agenda
Take one class, the full course, or any combination of classes. You may re-attend any class you buy for further reinforcement. Concise class recordings with slide outline allows you to zero-in on any element of interest to you.

Experience metrics are like a waterfall of concentric circles: knowing which ones lead to the next level is how you master metrics and analytics.

  1. CX Data Analysis (indexes, statistics)
  2. What Drives CX ROI (leading indicators, engagement metrics)
  3. Tie CX to C-Suite (executive buy-in, return on CX
Experience improvement has 3X ROI versus experience design. Engaging stakeholders company-wide in designing, improving and innovating experience is key to enduring growth.

  1. Focusing (mindsets, prioritizing)
  2. Mobilizing (visualizing, embedding)
  3. Methods (improvement, innovation, design)
Experience culture is determined by what makes your stakeholders tick. Finding opportunities to influence motives and follow-through is vital to experience mastery.

  1. What is it? (culture, adoption, accountability)
  2. Way of Thinking: Adoption (importance, priorities, sustainable improvement, inclusion, messaging)
  3. Way of Doing: Accountability (initiative execution, influence, collaboration, employee engagement)
Experience intelligence shows all managers how to outperform competitors. Collecting inputs and reporting insights in ways that stakeholders eagerly anticipate are signs of experience mastery.

  1. World-Class VoC (maturity, engagement strategy, tech, budget)
  2. Designing VoC (what to ask: questions, ratings; who to ask: population, samples; how to ask: research, reporting, summaries)
  3. Stimulating Action (intelligence graphics, journey maps, empathy maps, personas)
Experience 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.

  1. Setup for Success (success factors, buy-in, intentional CX, governance, ecosystem)
  2. Operationalized Strategy (why it’s rare, what is it, template, self-assessment)
  3. Speak Stakeholders’ Language (align leaders to CX insights, align customer engagement, return on CX)

 

“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.”

Experience Leadership Course 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 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. Examples of her experience leadership track record:

customer experience ROI

Recognized Training Provider

“ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.”

 

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