C-Suite Guide to CX=EX=Growth
For your Board, Senior Leadership Team and next 2 executive levels, or Steering Committee/Council.
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Customer Experience Leadership
“At the end of this session, there is genuine excitement among our core people for driving service excellence standards.” — Michelle Nwoga, Group Chief Experience Officer, United Bank for Africa
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2-hour session with interactive application exercises.
“It’s exciting to see such engagement among our key leaders to drive customer first philosophy and customer experience performance.” — Banking Executive
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Your senior leaders will be able to:
- Guide CX, EX and PX for stronger financial growth
- Unify language, vision, and executive sponsorship
- Accelerate customer-centricity companywide
- Use CX+EX insights to stimulate collaboration and differentiation
- Connect customer experience strategy to outpace your industry
All advice is universal to customer experience (CX), employee experience (EX), and partner experience (PX).
From facilitator Lynn Hunsaker: “Every job in an entity exists because the entity is dedicated to providing services/products to someone willing to pay for them: customers. Thus, each job is by definition integral to CX: what customers experience. When each job hits the nail on the head for what customers want (preventing what customers do not want), this maximizes budget (and time, energy, opportunity) available for everyone’s growth — most especially our customers’ prosperity, so they’re able to help us grow. This is the basis for maximizing shareholder value. When each Senior Leader grasps this basic concept, then it’s up to the core CXM Team to (1) translate customer intelligence into each Senior Leader’s organization’s lingo and rhythms, (2) then guide them to self-manage (a) quantifying the wastes of status quo versus change, (b) using HCD for their deliverables and policies and processes, and (c) using Pareto + 5 Why’s to stop pebbles they’re causing for external and internal customers, (3) then guide follow-through via prevention-oriented team recognition and pay for eradicating root causes.”
“We do not want to start next year to re-align our products, policies, and processes to customers’ aims — we want to start now!” — Senior Leaders after first small group exercise in the first hour of our session
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Quick Guide:
Who Should Attend: Senior leaders, Board members, and/or CX/EX Council members in any B2B/B2C industry, nonprofit, or government agency worldwide.
Access: Live remote, interactive workshop delivered in your preferred meeting platform.
Duration: 2 hours or flexible per your goals.
Attendees Keep: PDF of presentation deck. Post-presentation summary, discussion guide for cascading to participants’ direct staff, and next steps recommendations.
Options: (a) You can schedule a workshop at your convenience (we’re in US Mountain Standard time zone year-round, GMT -7, available from 14:00 GMT onward until 02:00 GMT, with occasional exceptions). (b) In-person workshops by quote. (c) Send questions to Success@ ClearAction.com or book a discovery call.
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Customized to your initiatives
Choose from these 9 topics or request a new topic:
A) Outside-In Business Growth
- Superior growth, efficiency, strategies, and performance inspired by CX.
- CX metrics hierarchy for operational progress, financial ratios, prosperity.
- Positioning of VP-CX and VP-CS for sustained high-profit revenue growth.
B) Intentional Customer Experience
- Leading indicators of customer behaviors for accountability and rewards.
- Simplify operational focus to magnetically attract core-growth customers.
- Crack the glass ceiling of Forrester CX Index.
C) CX = EX = Investor Experience
- How to stop quiet quitting, shrinkflation, waste.
- Trust, partnering, interaction bridges.
- Internal customer experience.
Send requests to Success@ ClearAction.com or message via LinkedIn or book a discovery call.
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“I’m ecstatic that all our executives are clearly aligned for applying this in our various countries through this food for thought.” — Financial Services Executive
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Lynn led company-wide customer experience alignment for 2 global manufacturing firms across 15 years. Lynn was VoC Manager in Strategic Planning at Sonoco, and also in Corporate Quality at Applied Materials. Her roles there include Director of CX Improvement and Quality Metrics, Director of Marketing, and Head of Corporate Quality & CX. She served on CXPA’s global Board of Directors, and as an award-winning President of Silicon Valley American Marketing Association, and two-time President of Bay Area Association of Psychological Type. Lynn taught 24 semester courses at UC Berkeley and UC Santa Cruz Extensions and San Jose State University. Her certification course was first-ever to be approved by CXPA, and she was first in the world to benchmark Marketing Operations practices and first-ever to benchmark global B2B CX practices. She published 3 handbooks on Amazon Kindle, and at CustomerThink.com, she is 1 of 5 Hall of Fame authors._____________________________
“This is by far the best resource available on Experience Leadership. You don’t know what you don’t know! Try this.” — Consumer Goods Executive
