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Fireside Chat

Live or recorded chat up to 60 minutes

Teach your group fast and turn around skeptics

in a discussion, interview, or Q&A session with Lynn Hunsaker

Customized to your initiatives

All advice is universal to customer experience (CX), employee experience (EX), and partner experience (PX).

For your team, company, partners, or customers

  • Celebrations
  • Offsites
  • Development
  • Clips for workshops
  • Intranet, etc

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“At the end of this session, there is genuine excitement among our core people for driving service excellence standards.”

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Popular topics


Execution Silos
Assumption Silos: solve inconsistent CX views and duty across functional areas.
Vision Silos: solve being out of sync with the hand that feeds you: customers, employees, and partners.
Goal Silos: solve goal outcomes that are incongruent with intentions.
Metric Silos: connect underlying factors for true metric momentum.
Handoff Silos: ensure work quality and timing matches recipients’ needs.

Operational Silos
Channel Silos: ensure consistency among service, sales, marketing, and delivery channels.
Data Silos: overcome disparate systems with mis-matching data.
System Silos: incompatible or standalone technologies.
Process Silos: simplify complicated execution.
Organization Silos: influence coordination and collaboration.

Indispensable Value: full buy-in and appreciation.
Predict NPS/Financials: identify workflow leading indicators.
Financial Ratios: tie XM progress to ROA, EPS, CAGR, etc.
Actionability: compel and facilitate action in every report.
Value Creation: expand value in every growth endeavor.
Massive Improvements: stop recurrence of prevalent issues.
Long-Term ROI Engagement: build mutual value in every offer.

Motivation: speak the language of every work group.
Expectations Personas: guide non-customer-facing performance.
Stakeholder Personas: proactively manage internal stakeholders.
Impassion Everyone: guide every group in internal and external CX value.
Cross-org Collaboration: instill cooperation across groups.
Advocacy by CFOs: make your CFO the greatest CX advocate.
Leadership: infuse XM in leadership of every function.

End-to-End CX Strategy: excel in end-to-end CX and culture.
Self-Audit Maturity: simple path to customer-centered business.
Maturity Roadmap: achieve milestones for XM maturity now.
Cross-Pollination: propel XM maturity via lessons learned.
North Star: XM insights can guide all manager decisions.
Strategic Pillars: every objective/initiative ties to XM.
Governance: tap into built-in strengths to fast-track progress.

B2B Influencers: keep a pulse on gatekeepers and users.
B2B Strengths: shift B2B/B2B2C complexity to advantages.
B2B CX Team: structure, positioning, and skill set for fast progress.
B2B Journey Orchestration: efficient path to higher CJM gains.

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Download PDF overview here  (1 page)

 

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Facilitator: Lynn Hunsaker
LYNN HUNSAKER

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. She is a Certified Myers-Briggs Type Indicator Practitioner, Professional Certified Marketer, Certified Quality Manager, and Certified Customer Experience Professional.

 

“I’m ecstatic that all our executives are clearly aligned for applying this in our various countries.”

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Fireside Chat
Fireside Chat
Live or recorded chat up to 60 minutes Teach your group fast and turn around skeptics in a discussion, interview,…
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