Experts CX+PX+EX Leadership
How to multiply value of CX, EX & PX
Universal to customer, employee, and partner experience:
- Permanently stop poor experiences.
- Engage non-customer-facing roles.
- Free-up resources for high-growth opportunities.
- Customer-centered management momentum.
- Smooth slos across handoffs, metrics, and more.
- Tie financial ratios to CX, EX, and PX gains.
This is advanced e-consulting. It’s packaged as a masterclass.
- Pro tips show you how to skip many typical CX practices to save your time and money, and to generate faster and stronger impressive gains.
- Quiz questions have a hint and correct answer explanation. Re-take as many times as you like.
- Videos are 2-6 minutes followed by exercises and quizzes.
- Narration and diagrams helps you absorb key points.
- You get a lifetime non-transferrable license for reference as your career evolves.
Includes:
- Walk The Talk Forum (Friends membership) to bring it to life in your company.
- Pro tips in every lesson show you how to skip many typical practices to save your time and money, and to generate faster and stronger impressive gains.
- Optional: Earn your Experience Leadership Certificate and digital badge:
- Earned by replying to 3 scenarios for each of the 5 modules with 90% or higher scores.
- You get personalized instructor feedback for each reply.
- This fine-tunes your topic mastery as a readiness indicator.
- Optional: Earn CCXP Renewal Credits (CRCs) and/or prepare for the CCXP exam through this course.
“Your entire content, and especially your metrics training, is so powerful and explained in an excellent way.”
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How Metrics Tie to Financials
- CX bonuses.
- Metrics silos.
- Financial ratios tied to CX metrics.
- 4 gold CX ROI metrics.
- ROI, lifetime value, churn, retention, market share, wallet share.
- NPS and other indexes.
- Statistical significance, validity, standard deviation.
- Benchmarking, predictive analytics, multivariate analysis.
- Leading and lagging indicators, and more.
How Insights Inspire Greatness
- Expectations personas.
- Expectations journey management.
- Insights usage rate.
- Voice of customer, employee, and partner methods.
- Segmentation and sampling strategy.
- Moments of truth, end-to-end journey, scales, questions.
- Actionable reporting, stimulating action.
- Mapping: journey, persona, empathy, service blueprint.
- Maturity tiers, inner and outer loop, and more.
How Design Drives Growth
- Experience innovation.
- Issue prevention.
- Process maturity assessment.
- Qualitative research and behavioral science.
- Design phases, tools, and success factors.
- Innovation and improvement success criteria.
- Service delivery and recovery design and quality.
- Project, process, and risk management.
How to Fast-Track Culture Change
- Interaction bridges.
- Execution silos: assumptions, vision, goals, handoffs.
- Influence, trust, and partnering success factors.
- Customer-aligned executives, employees, processes.
- Employee-centric and customer-centric management.
- Stakeholder change management and accountability.
- Customer-centric engagement, and more.
How to Integrate Corporate & Experience Strategy
- CX=EX=PX=Growth.
- Experience leadership in strategic pillars.
- Performance dashboards hierarchy.
- Maturity assessment and success criteria.
- Strategic analysis and planning.
- Brand promise and experience strategy.
- Maturity tiers and roadmap.
- Governance: team, champions, council.
- Success factors and more.
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Get started today
| Self-Paced 5 Modules $550 total | Self-Paced 1 Module $110 |
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| 5 Live Classes + Self-Paced $985 | 1 Live Class + Self-Paced $200 |
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| 5 Solo Live Classes + Self-Paced $1970 | 5 Solo Live Class + Self-Paced $410 x 5 weeks |
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“This course is certainly among the best CX content I’ve ever found. It unites concepts and application. It’s an XM system connected with business results.”
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