CCXP Handbook by Michael Bartlett
ClearAction edition of CCXP Exam Preparation (PDF) by Michael Bartlett, who says on page 3:
“I will stress that this book should be used as a supplementary material. For primary training, I recommend Lynn Hunsaker of ClearAction and Ian Golding of Customer Experience Consultancy Ltd.”
“I used both as my primary study sources when preparing for the exam and can personally vouch for their effectiveness.” https://ClearAction.com/ccxp
All 18 principles in this handbook originated at ClearAction.com/ccxp — most of these principles are NOT featured in any other CCXP preparation, including CXPA’s CX Book of Knowledge. These principles (and many more) existed since the 2015 debut of ClearAction.com/ccxp, fine-tuned ever since.
Principle 1 – Frame markets by jobs-to-be-done
Principle 2 – Personas should emphasize expectations
Principle 3 – Perceived value = experience ÷ expectations
Principle 4 – Stages before touchpoints
Principle 5 – Always prioritize
Principle 6 – Front-line employees have valuable insights
Principle 7 – Reliability matters more than wow moments
Principle 8 – An ounce of prevention is worth a pound of cure
Principle 9 – It’s all about the Benjamins
Principle 10 – Align the silos
Principle 11 – Culture is nurtured, not mandated
Principle 12 – Culture + governance = execution
Principle 13 – Big data does not tell you ‘why’
Principle 14 – Actions speak louder than words
Principle 15 – Correlation is not causation
Principle 16 – CX data should be shared with everyone
Principle 17 – Experiments should test the biggest risks
Principle 18 – CX strategy is a plan, not a slogan
Our profession would be much further ahead in ROI, maturity, and respect if we saw these principles in every CX conference, book, and presentation — which has sadly been rare.
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