CX + EX + PX

Playbooks to Multiply Growth

CXM Playbook What Is It

“This is THE best opportunity to learn from one of the most insightful and practical CX thought leaders in the world.” — Gaielle Syquia, CCXP, FWD Insurance

CX + EX + PX

Playbooks to Multiply Growth

Everything at ClearAction is for CX+EX=PX:
customer experience (CX) + employee experience (EX) + partner experience (PX).

“This is THE best opportunity to learn from one of the most insightful and practical CX thought leaders in the world.” — Gaielle Syquia, CCXP, FWD Insurance

CXM Playbook
CXM Playbooks

Your fastest way to world-class practices for highest growth:

Sync To Customers
Sync Leadership
Sync CX+EX+PX

“I found so much value in ClearAction’s teachings, which are easy to comprehend and highly actionable. I wholeheartedly recommend you take this opportunity.” — Gaielle Syquia, CCXP, FWD Insurance

Your fatest way to world-class practices for highest growth:

Sync To Customers
Sync Leadership
Sync CX+EX+PX

“I found so much value in ClearAction’s teachings, which are easy to comprehend and highly actionable. I wholeheartedly recommend you take this opportunity.” — Gaielle Syquia, CCXP, FWD Insurance

1) Sync to Customers

Guide Everyone to Sync to Customers
Expand your capabilities to multiply growth.
Immediately actionable, accessible, adept pro tips.

Multiply CX Value by Syncing TO Customers

Proving Value

  • Calculate CX Design Value
  • Calculate Support Value
  • Calculate VoC Value
  • Customer Lifetime Value

Increasing Value

  • Core-Growth Customers
  • Customers’ Ultimate Aims
  • Close Top Gaps’ Root Causes
  • 6 A’s Workshops

Getting In-Sync

  • CX in Employees’ Purpose
  • CX in Everyone’s Strategies
  • Value Proposition Matches Actual Journey
  • Intentional CX = North Star

Proving Value

Calculate CX Design Value Playbook

Quantify money value of enhancements, UX, DX, HCD, CJM, orchestration, etc. and link to business goals + business results.

Calculate Support Value Playbook

Quantify money value of FCR, AHT, CES, CSAT, KM, self-service, channels, etc. and link to business goals + business results.

Calculate VoC Value Playbook

Quantify money value of VoC, NPS, CJM, analyses, personas, etc. and link to business goals + business results.

Customer Lifetime Value Playbook

Identify profit-takers and profit-makers; 6 ways to prioritize efforts for customers; current, future, and strategic profitability.

Increasing Value

Core-Growth Customers Playbook

Influence business development to focus on trends in intersection of customers’ spend x costs to serve.

Customers' Ultimate Aims Playbook

Guide all you do by top 2-3 themes for what customers + employees + partners pursue in their life or business.

Close Top Gaps Root Causes Playbook

Show each department company-wide their top 2 ways to stop bad CX/EX/PX and create new value in CX/EX/PX.

6A Workshops Playbook

Absorb what’s Asked, Adopt responsibility, plan how to Apply root cause action, and Account and Applaud progress.

Getting In-Sync

CX in Employees' Purpose Playbook

How to relate any role to customer experience wins and losses. Show them why customers pay for their salary.

CX in Everyone’s Strategies Playbook

How to guide non-customer-facing and touchpoint groups in syncing their annual strategy to core-growth customers’ goals.

Sync Value Prop + End-to-End Journey Playbook

How to revise value propositions to match realities of customers’ end-to-end journey, and vice versa.

Intentional CX = North Star Playbook

Define how customers want to feel across their end-to-end journey and simplify this for everyone’s decision-making.

CX Value of Syncing To Customers
CX Value Multiplies by Syncing To Customers

1) Sync to Customers

Guide Everyone to Sync to Customers
Expand your capabilities to multiply growth.
Immediately actionable, accessible pro tips.

Proving Value

  1. Calculate CX Design Value
  2. Calculate Support Value
  3. Calculate VoC Value
  4. Customer Lifetime Value

Increasing Value

  1. Core-Growth Customers
  2. Customers’ Ultimate Aims
  3. Close Top Gaps’ Root Causes
  4. 6 A’s Workshops

Getting In-Sync

  1. CX in Employees’ Purpose
  2. CX in Everyone’s Strategies
  3. Value Proposition Matches Actual Journey
  4. Intentional CX = North Star

Proving Value

Increasing Value

Core-Growth Customers Playbook

Influence business development to focus on trends in intersection of customers’ spend x costs to serve.

Customers' Ultimate Aims Playbook

Guide all you do by top 2-3 themes for what customers + employees + partners pursue in their life or business.

Close Top Gaps Root Causes Playbook

Show each department company-wide their top 2 ways to stop bad CX/EX/PX and create new value in CX/EX/PX.

6A Workshops Playbook

Absorb what customers Asked, Adopt responsibility, Apply root cause, Account for and Applaud progress.

Calculate CX Design Value Playbook

Quantify money value of enhancements, UX, DX, HCD, CJM, orchestration, etc. and link to business goals and business results.

Calculate Support Value Playbook

Quantify money value of FCR, AHT, CES, CSAT, KM, self-service, channels, etc. and link to business goals and business results.

Calculate VoC Value Playbook

Quantify money value of VoC, NPS, CJM, analyses, personas, etc. and link to business goals and business results.

Customer Lifetime Value Playbook

Identify profit-takers and profit-makers; 6 ways to prioritize efforts for customers; current, future, and strategic profitability.

Getting In-Sync

CX in Employees' Purpose Playbook

How to relate any role company-wide to customer experience wins and losses. Show them why customers pay their salary.

CX in Everyone’s Strategies Playbook

How to guide every non-customer-facing group and touchpoint group in syncing their annual strategy to core-growth customers’ goals.

Sync Value Prop + End-to-End Journey Playbook

How to revise value propositions to match realities of customers’ end-to-end journey, and vice versa.

Intentional CX = North Star Playbook

Define how customers want to feel in their end-to-end journey; simplify this for everyone’s decision-making.

“I highly recommend ClearAction! You’ll sharpen your focus with actionable insights and tools you can apply on the job the next day!” — MaryAnn Monroe, CCXP, Maximus

“I highly recommend ClearAction! You’ll sharpen your focus with actionable insights and tools you can apply on the job the next day!” — MaryAnn Monroe, CCXP, Maximus

Become an Affiliate or Licensee

2) Sync Leadership

Get Everyone on the Same Page
Align internal motivations to customers’ goals.
Smooth silos for win-win results.

CX Value of Getting Everyone on the Same Page

Connect the Dots

  • Bonus Criteria
  • Internal Customer Experience
  • Executive Listening Sessions
  • CX in Meeting Agendas
  • CX in Strategic Pillars
  • Policies Sync to CX+EX+PX

Stop Silos

  • Silos Choking Growth
  • Siloed Cost Containment
  • Chronic Issues Sap Budgets
  • Shrinkflation
  • Accountability
  • Throw Over the Fence Handoffs

Motivation

  • CX = Business Outcomes
  • CX in Reviews & Rewards
  • Self-Report Team Recognition
  • Cross-org Inter-dependencies

Connect the Dots

CX Bonus Criteria Playbook

Emphasize action progress to improve value to customers, employees, and partners.

Internal CX Playbook

Guide managers to sync for efficiency and effectiveness with internal groups who rely upon outcomes of their work.

Exec Listening Sessions Playbook

VPs/Chiefs visit and listen to their counterpart to drive internal organizational learning.

CX in Meeting Agendas Playbook

Get CX/EX/PX regularly on the agenda of everyone’s staff meetings and reviews of all kinds.

Stop Silos

CX in Strategic Pillars Playbook

Bring high visibility to pillars’ dependence upon and benefits from customers, employees, and partners.

Policies Sync to CX+EX+PX Playbook

Analyze what’s in-sync and out-of-sync with CX/EX/PX in external and internal policies of all kinds, and closet gaps.

Silos Choking Growth Playbook

4 universal keys to smoothing 5 execution silos and 5 operational silos, plus keys for each of these 10 silos.

Siloed Cost Containment Playbook

Customer intelligence as basis for cost containment analyses and decisions, to avoid value damage, and increase value.

Chronic Issues Sap Budgets Playbook

How to expand budgets in challenging circumstances by reducing causes of chronic issues bothering customers.

Shrinkflation Playbook

How to avoid shrinkflation, skimpflation, sneakflation, and inflation by focusing managers on causes of price pressure.

Accountability Playbook

How to influence strong accountability of organizations and individuals, regardless of your managerial level or scope.

Throw Over the Fence Handoffs Playbook

Stop sloppy handoffs where problematic work process outcomes are thrown over the fence to touchpoints.

Motivation

CX = Business Outcomes Playbook

Guide managers’ communication habits to always link customers’ costs and gains to business costs and gains, and vice versa.

CX in Reviews & Rewards Playbook

How to embed customer-focus in reviews of all kinds and rewards of all kinds across your company.

Self-Reporting Team Recognition Playbook

How to set up reward teams who make new value, prevent issues, and solve root causes for internal and external customers.

Cross-organizational Inter-dependencies Playbook

For each organization: who depends upon whom, why, when, so what … for charters, performance criteria, reviews, rewards.

CX Value of Getting on the Same Page
CX Value of Syncing Internally

2) Sync Leadership

Get Everyone on the Same Page
Align internal motivations to customers’ goals.
Smooth silos for win-win results.

Connect the Dots

  1. Bonus Criteria
  2. Internal Customer Experience
  3. Executive Listening Sessions
  4. CX in Meeting Agendas
  5. CX in Strategic Pillars
  6. Policies Sync to CX+EX+PX

Stop Silos

  1. Silos Choking Growth
  2. Siloed Cost Containment
  3. Chronic Issues Sap Budgets
  4. Shrinkflation
  5. Accountability
  6. Throw Over the Fence Handoffs

Motivation

  1. CX = Business Outcomes
  2. CX in Reviews & Rewards
  3. Self-Reporting Team Recognition
  4. Cross-organizational Inter-dependencies

Connect the Dots

CX Bonus Criteria Playbook

Emphasize action progress to improve value to customers, employees, and partners.

Internal CX Playbook

Guide managers to sync for efficiency and effectiveness with groups who rely upon outcomes of their work.

Exec Listening Sessions Playbook

Visit and listen to counterparts (B2B customer firms, B2C channel partners, inter-dependent gov’t agency, etc.).

CX in Meeting Agendas Playbook

Get CX/EX/PX regularly on the agenda of everyone’s staff meetings and reviews of all kinds.

CX in Strategic Pillars Playbook

Bring high visibility to pillars’ dependence upon and benefits from customers, employees, and partners.

Policies Sync to CX+EX+PX Playbook

Analyze what’s in-sync and out-of-sync with CX/EX/PX in external and internal policies of all kinds, and closet gaps.

Stop Silos

Silos Choking Growth Playbook

4 universal keys to smoothing 5 execution silos and 5 operational silos.

Siloed Cost Containment Playbook

Customer intelligence for cost containment decisions, to avoid value damage and increase value growth.

Chronic Issues Sap Budgets Playbook

How to expand budgets in challenging circumstances by reducing causes of chronic issues bothering customers.

Shrinkflation Playbook

Avoid shrinkflation, skimpflation, and inflation by focusing managers on reducing causes of price pressure.

Accountability Playbook

How to influence strong accountability of organizations and individuals, regardless of your managerial level or scope.

Throw Over the Fence Handoffs Playbook

How to create awareness and stop sloppy handoffs where problematic work process outcomes are thrown over the fence to customer-facing roles.

Motivation

CX = Business Outcomes Playbook

Guide mindsets and communication habits to always link customers’ costs and gains to business costs and gains.

CX in Reviews & Rewards Playbook

How to  embed customer-focus in reviews of all kinds and rewards of all kinds across your company.

Self-Reporting Team Recognition Playbook

How to set up a portal and processes to reward teamwork that creates new value, prevents issues, and solves root causes for internal and external customers.

Cross-organizational Inter-dependencies Playbook

Internal and external supplier/customer management: who depends upon whom, why, when, so what, and re-thinking charters, performance, reviews, and rewards.

“ClearAction Continuum taught us things that would not readily cross our minds,  and increased our efficiency and accuracy in many areas.”  — Katherine van Diepen, Anritsu

“I highly recommend ClearAction! You’ll sharpen your focus with actionable insights and tools you can apply on the job the next day!” — MaryAnn Monroe, CCXP, Maximus

3) Sync CX + EX + PX

Cross-Pollinate Experience Management
Know your internal customers as deeply as your external customers.
Drive ease of work + ease of business: “ease” = prevent negative surprises.

Who You Serve

  • Stakeholder Inventory
  • Stakeholder Lingo
  • Internal Marketing for CXM
  • CX+EX+PX Sync

How They Serve

  • Intended Outcome Partnering
  • CX+EX+PX Council
  • CX Champions
  • CX+EX+PX Strategy

Who You Serve

Stakeholder Inventory Playbook

Your personal guide for motivating and removing roadblocks for everyone you depend upon for great CX/EX/PX.

Stakeholder Lingo Playbook

Discuss and report CX/EX/PX in phrasing and rhythms of each organization inside your company.

Internal Marketing for CX Playbook

Translate CX/EX/PX care-abouts to managers’ care-abouts  to engage them via a portfolio of channels/communications.

CX+EX+PX Sync Playbook

Guide to syncing approaches for customers and employees and partners experience management.

How They Serve

Partnering & Trust for Intended Outcomes

How you come across to your stakeholders, and how to increase their engagement with CXM for intended outcomes.

CX+EX+PX Council Playbook

Raise their mission to silo-smoothing, empowerment governance, syncing accountability.

CX+EX+PX Champions Playbook

Selection, communication, development, and engagement with CXM core team and within their own organizations.

CX+EX+PX Strategy Playbook

Shared vision for customer-centered business maximizing value: outline your CX+EX+PX management approach.

3) Sync CX + EX + PX

Cross-Pollinate Experience Management
Know your internal customers as deeply as your external customers.
Drive ease of work + ease of business: “ease” = prevent negative surprises.

Who You Serve

  1. Stakeholder Inventory
  2. Stakeholder Lingo
  3. Internal Marketing for CXM
  4. CX+EX+PX Sync

How They Serve

  1. Intended Outcome Partnering
  2. CX+EX+PX Council
  3. CX Champions
  4. CX+EX+PX Strategy

Who You Serve

Stakeholder Inventory Playbook

Guide to motivating and reducing resistance among everyone you depend upon for great CX/EX/PX.

Stakeholder Lingo Playbook

Discuss and report CX/EX/PX in phrasing and rhythms of each organization inside your company.

Internal Marketing for CX Playbook

Translate CX/EX/PX care-abouts to managers’ care-abouts for a portfolio of channels/communications.

CX+EX+PX Sync Playbook

Guide to syncing approaches for customers and employees and partners experience management.

How They Serve

Partnering & Trust for Intended Outcomes

How you come across to your stakeholders, and increase their engagement with CXM for intended outcomes.

CX+EX+PX Council Playbook

Raise their mission to silo-smoothing, empowerment governance, syncing accountability.

CX+EX+PX Champions Playbook

Selection, communication, development, and engagement with CXM core team and within their own organizations.

CX+EX+PX Strategy Playbook

Establish shared vision for customer-centered business maximizing value: outline your CX+EX+PX approach.

“I highly recommend ClearAction Continuum as an expert in overall business operations and has been an invaluable resource for me and my team to learn best practices” — Katherine van Diepen, Anritsu

“I highly recommend ClearAction Continuum as an expert in overall business operations and has been an invaluable resource for me and my team to learn best practices” — Katherine van Diepen, Anritsu

Become an Affiliate or Licensee

Give gift cards to your team members!

James Dodkins

Valuable Perspectives

“ClearAction calmly and concisely communicates ideas in ways that stick in your brain and make you look at your work in different ways.”

Elaine Mazzon

Actionable Wisdom

“This is certainly among the best CX content I’ve ever found, uniting concepts and application.”

Tatiana Ramirez

Experts + Beginners!

“To establish or operationalize CX for results, look no further.
Fully recommended!”

James Dodkins

Valuable Perspectives

“ClearAction calmly and concisely communicates ideas in ways that stick in your brain and make you look at your work in different ways.”

Elaine Mazzon

Actionable Wisdom

“This is certainly among the best CX content I’ve ever found, uniting concepts and application.”

Tatiana Ramirez

Experts + Beginners!

“To establish or operationalize CX for results, look no further.
Fully recommended!”

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