This class is great for ANYONE wanting to influence customer-centric culture, leapfrog CX norms, 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 3 — Customer-Centric Culture
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-Centric Culture covers behaviors, practices and standards that encourage all employees to focus on delivering outstanding customer experiences. Emphasis is on:
- Definitions: customer, customer experience, customer experience management, customers’ jobs-to-be-done
- Best practices for cultivating a customer-focused culture
- Engaging “hearts and minds” of an organization across employee groups
- Aligning employee behavior with customer-focused culture
- CXM glossary and maturity model