CXPA RTP Course: Driving Strategic VoC, Insight & Understanding Maturity (ClearAction)

This class is great for ANYONE wanting to leapfrog CX norms (CX novices, enthusiasts and veterans, even CCXPs) and/or prep for the CCXP exam.

See specific differences between tradition CXM vs. strategic CXM vs. mature CXM! See clearly how you can put these differences into action now.

Get real-time answers to your questions in this live session. PLUS: get immediate access to online quiz game, 30-minute recorded class, reading recommendations, exercises, multiple-choice quiz with clues and explanations, and follow-up Q&A session with instructor Lynn Hunsaker, who is a CXPA Recognized Training Provider.

Prepaid registration is required at clearaction.com/class

'Driving CX VoC, Insight & Understanding Maturity' rises above common-practice myths to reveal practical better-practices to build collective insight into customer needs, wants, perceptions and preferences through the capture and analysis of customers’ voice. Emphasis is on keys to:

• Design and implement a portfolio of company-initiated and customer-initiated voice of customer
• Selecting scales, indexes such as NPS®, and other VoC design and reporting decisions
• Statistical practices of sampling, correlation, regression, confidence, validity, reliability, etc.
• Single view and 360-degree view of customers, customer lifetime value, root cause analysis, predictive analytics

What does ‘leapfrogging CX norms’ mean? This course explains what’s needed for achievements like this. These are examples from Applied Materials, where course instructor Lynn Hunsaker led customer experience transformation to grow customer trust:

• 16X reduction in customers’ time for service
• Exceeded customer expectations by 75%
• 10X increase in customer productivity
• 10X reduction in lead time from 5 days to 5 hours
• 6X improvement in trouble-shooting cycle time
• $1M savings monthly to the customer
• 80% reduction in customer engineers’ learning cycle time
• 75% reduction in customer-reported bugs/issues

Reserve your spot today!

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