This class is great for ANYONE wanting to leapfrog CX norms, influence customer-centric culture, and/or prep for the CCXP exam. In addition to this live learning session, you get an online quiz game, 30-minute recorded class, reading recommendations, study exercises, multiple-choice quiz with clues and explanations, and follow-up Q&A session with instructor.
Thursday 2-3:30 PM ET December 10 — Org Adoption & Accountability
Lynn Hunsaker's “up-level mindset” method is based on years of experimentation in college courses and corporate training in what sticks best for exam success and real-life application. Participants from 50+ countries have enrolled in this course to deepen and broaden their CX know-how. See “Praise for this Class” for examples of participants’ experience.
- Live delivery of any or all modules
- Ask questions and get answers real-time
- Compare notes with other participants
- Practice questions: multiple choice, true-false, topic mastery scenarios
- Recommended reading and case studies
- Also get recorded course and quizzes immediately upon registration, no expiration
- Get 15% discount code for first-time CXPA membership
Customer Experience Organizational Adoption & Accountability covers how to drive change and develop cross-organizational accountability for customer experience performance, from the C-suite to the customer-facing team members. Emphasis is on keys to:
- Communicating the importance of customer experience and corresponding strategy
- Aligning business goals and decision criteria with customer-focused culture
- Prioritizing initiatives based on customer experience data
- Reporting CX data to different audiences to compel action
- Influencing and relationship skills to lead and sustain cross-functional efforts, collaboration
- Applying techniques from change management, process improvement and project management for CX improvement momentum
- Monitoring employee engagement metrics tied to CX performance
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