This course is designed for advanced experience leadership and CCXPs.
You'll see clearly how current best practices' business results can be outpaced by strategic impact practices. You'll gain a new vision for propelling maturity and scalability of your experience leadership practices.
The Advanced CX/EX/PX course is ideal for senior executives seeking to increase the strategic relevance and value of experience leadership to their organization. It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the class energized, buzzing with multiple ways to up level our CX programs.
-- Peter Rush, Senior Director, Customer Experience, Medecision Inc
Now that you’ve earned your CCXP credential, master strategic impact and maturity practices to assure strongest performance in your career.
Experience Leadership modernizes CX, EX & PX practices for the new realities of the 2020s and beyond. What got us through the 2010s (CX Management) is insufficient for today’s customer needs.
Expand and deepen your command of customer experience, employee experience, and partner experience leadership.
Customer / Employee / Partner Experience
3 levels of impact: tactics >> management >> leadership
| Experience Touchpoints |
Experience Management |
Experience Leadership |
Loyalty Programs
User Experience
CRM, . . .
Customer Service
Customer Success |
The set of practices that an organization employs to meet (or exceed) stakeholders’ expectations. |
Company-wide alignment to core stakeholders’ expectations. |
one-by-one guidance and programs
To reverse churn and drive up-sells, cross-sells, and retention
|
interaction-based, programmatic
To engage customers as brand allies for revenue growth
|
culture-based, strategic, most profitable and scalable
To engage CX ecosystem in preventing issues for lifetime value growth
|
In addition to this live class, you get immediate access to your class workbooks, how-to template links, succinct recorded class with slide thumbnail images for easy navigation, online quiz game, case studies and readings, scenario exercises as adult learning must-haves, free instructor feedback on scenario exercises, multiple-choice quizzes with clues and explanations, optional Experience Leadership certificate and social media badge, and follow-up Q&A session with instructor Lynn Hunsaker, CCXP and CXPA Recognized Training Provider. Master superior strategic impact practices for your company and your career growth.
Register for one class or any combination of dates that work best for you. NOTE: If you want new dates/times, let us know at Success@ClearAction.com
Fridays 10:30 AM to Noon US EST = 16:30-18:00 Europe CEST
October 22 — Mastering Improvement & Design
October 29 — Mastering Culture & Accountability
November 5 — Mastering VoX & Intelligence
November 12 — Mastering Operationalized Strategy
December 3 — Mastering Metrics & Analytics
December 10 — Mastering Improvement & Design
December 17 — Mastering Culture & Accountability
Concise frameworks in this course are tried-and-true success factors used in leading experience excellence company-wide with significant strategic impact, maturity and scalability. This course respects your time by condensing comprehensive information in a user-friendly way.
Experience Leadership Course Instructor
The Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, Customer Satisfaction Improvement Manager, and Marketing Director. She is a California certified teacher and has created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College and University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter; she is a Professional Certified Marketer and Certified MBTI Practitioner. Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees. She is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017, sharing new wisdom that she learned during 25+ years working in the customer experience profession. Lynn is co-founder of the ClearAction Value Exchange with revolutionary methods for experience leadership real-time skill development and application. Examples of her track record:
This course is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.
-- Victoria Matthews, CCXP, Principal, SEMA4 Consulting