Customer Experience Excellence Course

$795.00 $500.00

Learn Customer Experience Management in this comprehensive, succinct course. This self-paced online training has narrated slides covering 6 competencies: (1) Customer-Centric Culture, (2) Organizational Adoption & Accountability, (3) Voice of the Customer & Insights, (4) Improvement & Innovation, (5) Metrics & ROI, (6) Customer Experience Strategy.

Frameworks and myth-busters enable you to rapidly absorb the CXPA’s certification topics in 20-40 minutes per module, totaling about 3 hours instruction, plus 3 hours practice questions and short essay questions. This course has the CXPA’s official Authorized Resource & Training seal of approval. Gauge your knowledge via topic exploration, topic mastery, true-false, and multiple choice quizzes in each module. (Comes with practice questions.)


This course respects your time by condensing dense material in a user-friendly way. One participant said: “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 2.5 hours that is very impressive, indeed! I was able to do a complete refresher the morning of the exam.”

Bonus: 50-page PDF download of “CCXP Exam Preparation” booklet containing 17 principles and 40 practice questions with detailed reasoning behind correct answer selection. $10 donated to an animal charity for every purchase of ClearAction’s CCXP Practice Questions or Customer Experience Excellence course.

You can learn anywhere, anytime, on any computer or mobile device. Maximize your productivity and minimize your time away from your work and your fun. Start learning as soon as you place your order.


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Comprehensive instruction on 6 competencies: (1) Customer-Centric Culture, (2) Organizational Adoption & Accountability, (3) Voice of the Customer & Insights, (4) Improvement & Innovation, (5) Metrics & ROI, (6) Customer Experience Strategy.

Volume discounts available at these tiers:
$400/course for 5-9 seats
$350/course for 10-14 seats
$300/course for 15 or more seats

CXPA’s Feb 2018 Blog: Answers to CCXP Frequently Asked Questions

    Click these links for more information:

    This course is designed to help you master the end-to-end customer experience management body of knowledge, comprising these 6 competencies:

    1. Customer Centric Culture (20 minutes)

    2. Organizational Adoption and Accountability (33 minutes)

    3. Voice-of-the-Customer, Customer Insight and Understanding (42 minutes)

    4. Experience Design, Improvement and Innovation (35 minutes)

    5. Metrics, Measurement, and ROI (25 minutes)

    6. Customer Experience Strategy (20 minutes)

    customer experience certificationAll course participants say that it helped them see better ways of leading customer experience excellence.

    And those who used this course to prepare for certification, said it boosted their score on the CCXP exam, which is offered separately by the Customer Experience Professionals Association (CXPA).

    This course has received CXPA’s official Authorized Resource & Training seal of approval.

    Most people have certain customer experience specialties in their career background. The CCXP success rate is about 70%. And passing an exam does not in itself increase your capabilities.

    What you need to succeed is a solid understanding of the full spectrum of customer experience competencies. You need a firm grasp of best practices, which are often not the same as common practices. Your preparation and exam experience should equip you with greater capabilities for your career and company success.

    CCXP Logo

    “I really like the exercises and visuals.”

    “I like your myth-busting section, great content!”

    “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 6 CX competencies. Even if I could have passed the exam without taking this course, it was time well spent.

    It provided an easy-to-follow review of the full breadth of what customer experience management entails, and I think it would be useful to take advantage of follow-on training for specific application of the tools in day-to-day work in a company.” — Jessica Noble

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

    “Really outstanding product overall.”

    “Course content is awesome. The course is under-priced.”

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

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

    “I love your myth-busters. These are very relevant and critical. The information is thorough and will help people identify areas that they need to explore further.”

    “Excellent resource for CCXP preparation. Very robust, complete and helpful guide. Highly recommended.” — Aurawan

    “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

    “I found that the course was useful in that it provided some meat to the blueprint available on the CXPA website. 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

    “The customer experience management field and role is exciting, dynamic and complex, requiring many skills and competencies. 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 so that when you take the CCXP exam, you are well prepared with detailed knowledge to ensure your success.”— Desirree Madison-Biggs

    “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 CXCP exam the first time!” — Heather Younger

    This course was created by Lynn Hunsaker (CCXP) who led customer experience transformation for many years at Fortune-250 companies. She also created and taught college courses for 5 years at San Jose State University, Mission College, and University of California-Berkeley Extension. She is #1 Author of the Year 2015 at, sharing new wisdom that she learned during 25 years working in the customer experience excellence profession.

    CCXP CertificateGet your certificate by completing this online course and passing the CCXP exam.

    “Through 5 years of teaching college courses, I found that reading, memorization, and lectures are insufficient for succeeding in scenario-based multiple choice question exams. And especially insufficient for applying knowledge to real-life situations.

    What does work is this combination:

    • Introspection — guided application of the concept to things you’ve experienced in life.
    • Myth-busting — training your mind to take the high road in deducing what’s true, relative to old traditions.
    • Topic mastery exercises — applying what you’ve learned to a typical business situation.

    Although there is a 70% pass rate among all CCXP test-takers, nearly everyone who has taken this ClearAction course to-date has passed the CCXP exam.”
    — Lynn Hunsaker, head of ClearAction and designer of the CCXP Exam Prep Course

    • Build common language, shared vision, and collective capability of your team
    • Zero-in on any subset of the 6 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 in each module

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

    See In-Person Course details

    • Live delivery of any or all modules
    • Ask questions and get answers real-time
    • Compare notes with other participants
    • 60-90 minutes per module

    We will contact you to determine webinar timing per availability of all participants.

    See Live Webinar details

    • Ask any question about the course topics
    • Get on-the-spot answers, examples, and application ideas
    • Pay only for the minutes you need

    Set an appointment now!

    Get feedback from the course instructor for your essay answers to Topic Exploration and Topic Mastery exercises.

    Order Instructor Feedback

    60 true-false and multiple-choice questions and answer key from the Customer Experience Excellence course.

    Order Practice Questions (NOTE: these questions are included in each version of the ClearAction CCXP exam prep course)

    NOTE: All practice questions were developed by and are wholly owned by ClearAction to help test knowledge in the CCXP competencies. They are not the actual questions on the CCXP exam.

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

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

    Call +1 408 687 9700 or email [email protected] or complete the form below:





    Request a Workshop, Assessment, Consulting or Coaching

    ClearAction provides in-person application training and workshops at your site for customization to your culture and people. This will accelerate your extended team’s deployment of customer experience management best practices.

    Do you have a group of five or more people from the same organization to enroll in this course? Ask us for a discount code.

    Do you want expert guidance in applying these concepts to your situation? Ask us for a working session at your site.

    Do you want to zero-in on high-ROI opportunities? Ask us for a customer experience maturity assessment or coaching.

    Call +1 408 687 9700 or email [email protected] or complete the form below:





    Customer experience certification training
    For each of the 6 topics, new wisdom is contrasted with common wisdom in this online course, to help you deduce the correct responses in scenario-based multiple choice questions. We’ve benchmarked customer experience practices since 2010, and identified unique approaches that cause outstanding business results for companies and customers.

    These new wisdom approaches are tried and true, yet not always mainstream. The myth-busters section in each module shows you how to leapfrog typical mindsets and practices to apply new wisdom in every facet of customer experience management. By contrasting myths and truths your deductive reasoning is sharpened for a scenario-based multiple choice test like the CCXP exam.

    And of course the new wisdom helps you succeed in your career, and in profitably differentiating your company’s customer experience. The course succinctly explains key concepts and frameworks, and the keys to success for various techniques.

    CXPA’s CX Expert panelists discuss the significance
    of the 6 customer experience competencies and the certification:

    From the CCXP website:

    The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the customer experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for customer experience (CX) practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well positioned to establish the CCXP as a recognized and admired professional credential.

    For practitioners, the CCXP program provides recognition of a high level of knowledge in the field of customer experience and offers a framework for continual development. Candidates for this credential are looking to distinguish themselves in the workplace, validate their skills, and maximize their earning potential.

    For the industry and employers, the CCXP program encompasses a core set of CX competence areas and ensures that certified professionals possess a manager-level mastery of standardized disciplines.

    The benefits of becoming a CCXP include:

    • Validates credibility and expertise
    • Provides a framework for advancement
    • Increases marketability
    • Demonstrates commitment to continuous improvement

    Candidates should have a bachelor’s degree plus three years of direct, full-time CX experience, or five years of direct, full-time CX experience if you do not have a bachelor’s degree. Both members and non-members of CXPA are eligible.

    The certification exam consists of 70 items. All items are multiple-choice, with one correct answer and three incorrect options.

    The score required to pass the examination is 80%. This passing point was established according to accepted practices for standardized testing, and it reflects the difficulty of individual examination items, as well as the overall difficulty of the exam.

    The content of the CCXP Certification Exam is based on an industry-wide job task analysis that was conducted by the CXPA in 2013. As part of this process, more than 150 customer experience professionals provided feedback on the importance of job tasks covering the scope of the CX profession. Six competencies for CX were identified through the results of this analysis, and each area is represented by 10 to 14 questions on the 70-question exam:

    1. Customer-Centric Culture
    2. Voice of the Customer, Customer Insight, and Understanding
    3. Organizational Adoption and Accountability
    4. Customer Experience Strategy
    5. Experience Design, Improvement, and Innovation
    6. Metrics, Measurement, and ROI

    Customer experience professionals can streamline their preparation for the CXPA certification exam through a 2.5-hour online course created independently by ClearAction.

    SUNNYVALE, CA March 19, 2015 — ClearAction announces the availability of its CCXP Exam Prep Course, an online training package that accelerates readiness for the certification exam managed by the Customer Experience Professionals Association (CXPA). The six course modules range from 20 to 42 minutes each, building confidence with maximum flexibility.

    The body of knowledge in this new on-demand course represents six competencies evaluated by the CXPA’s Certified Customer Experience Professional (CCXP) exam:

    1. Customer-Centric Culture
    2. Organizational Adoption and Accountability
    3. Voice-of-the-Customer, Customer Insight & Understanding
    4. Experience Design, Improvement & Innovation
    5. Metrics, Measurement & ROI
    6. Customer Experience Strategy

    Designed to help both novices and seasoned customer experience managers grasp the basics of this field in record time, the CCXP Exam Prep Course introduces practical tools as frameworks of the concepts. Topic exploration exercises encourage learners to internalize the key points. The myth-buster section in each module replaces the limitations of popular notions with more valuable perspectives. Deductive reasoning is strengthened through this approach. Topic mastery questions test students’ ability to apply the principles to typical scenarios. An exercise feedback option is available for participants to send their topic exploration and mastery questions to ClearAction for commentary.

    The course was developed by Lynn Hunsaker, who heads the ClearAction consultancy. As a CCXP herself, she is on the CXPA’s panel of 17 CX Experts and has served as co-chair of several CXPA committees. She led customer experience transformation for many years within complex organizations. Lynn is author of three ehandbooks, including Innovating Superior Customer Experience. She explained:

    Regardless of your interest in certification or simply expanding your expertise, this course will give you a solid foundation for managing customer experience. The breadth of knowledge covered by the six competencies is vast, and the exam questions require some sophisticated thinking. This course covers the basics and yet it also goes well beyond what’s needed for the exam per se. It propels our collective wisdom to adopt holistic, time-tested and innovative approaches to customer experience excellence.

    The career path of many people in the customer experience field has focused on certain aspects such as customer service, or loyalty programs, or customer surveys. The exam is intended to set a standard of understanding and common language among customer experience professionals. One course participant said:

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

    Each module is available separately, or the whole course can be purchased at a discount.

    About ClearAction
    ClearAction is a customer experience consultancy that specializes in action and actionability in centering businesses on customers for sustainable growth. Team members are seasoned customer experience practitioners who have led customer experience transformation in complex organizations such as General Electric, British Telecom, and Applied Materials. Our clients include Cisco, Ingersoll Rand, Kaiser Permanente, Sunpower, Thomson Reuters, and many more. ClearAction was first to conduct a global study of business-to-business customer experience management practices and first to develop a customer experience ROI maturity assessment.

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    • Narrated slides explain how to think about the CCXP body of knowledge.

    • Frameworks quickly illustrate management tools, along with keys to success in using them.

    • Topic exploration exercises encourage introspection, to apply the concepts to what you have experienced in life.

    • Myths and truths are called out, to sharpen your deductive reasoning.

    • Quizzes: multiple choice, true-false, and scenario questions.

    Please scan this QR code with your mobile device to provide your feedback via the Actovoice app:

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    The Customer Experience Excellence Course is the quickest way to learn the broad field of customer experience management is through this online, self-paced course: 2.5 hours.

    Everyone who has completed the course has told us that it helped them see better ways of leading customer experience excellence.

    This course will accelerate success in your customer experience management efforts.

    Get started with the Customer Experience Excellence course today!

    Intended Audience

    The Customer Experience Excellence course is designed for anyone who wants to leapfrog the norms or expand their expertise.

    • Managers and students who are new to customer experience profession
    • Seasoned customer experience practitioners
    • People who passed the CCXP exam still benefit from the course's myth-busters


    1) Gain a thorough understanding of 6 competencies in the customer experience body of knowledge

    2) Build your capabilities to apply customer experience management know-how in your company

    3) Minimize mis-steps and maximize superior management techniques for customer experience excellence and business growth

    4) Increase your score on the Certified Customer Experience Professionals (CCXP) exam offered separately by the CXPA (Customer Experience Professionals Association)

    Keep up-to-date with our
    Let's talk!  Select a time to chat with ClearAction co-founder Lynn Hunsaker or CEO Darrin Poole