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 January 14 — Design, Improvement & Innovation
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 Design, Improvement & Innovation covers practices and approaches to continuously improve, design and differentiate customer experiences. Emphasis is on keys to:
- Using customer insights to define and prioritize moments of truth and opportunities for improvement
- Facilitating and sustaining cross-organizational action of key CX improvements
- Establishing design thinking, customer-centered design, iterative ideation and prototyping (agile)
- Innovating customer value across the customer journey and touch-points
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