CXPA RTP Course: CX Metrics & ROI / CCXP Prep by Lynn Hunsaker

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 7 — CX Metrics, Measurement & ROI

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 Metrics, Measurement & ROI covers creation and reporting of the measures of customer experience success, and use in business cases to illustrate ROI and business value of customer experience management. Emphasis is on keys to:

• Creating measurement strategy in support of broader business goals and CX strategy
• Quantifying business value and ROI of investing in customer experience
• Driving executive support and engagement in CX metrics and results
• Dashboards and tracking statistical, operational, customer, and financial performance
• Indexes such as Net Promoter Score® and customer lifetime value

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

The Customer Experience Excellence course was created by Lynn Hunsaker (CCXP) who led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Strategic Information Manager, Voice of Customer Manager, and Marketing Director. She 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. She is co-founder of the ClearAction Value Exchange with revolutionary methods for real-time skill development and application. Lynn conducted the world’s first global B2B customer experience practices study, which she led from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served as co-chair of many committees and as a Board member and CX Experts panel member. She was #1 Author of the Year in 2015 and 2017 and one of five Hall of Fame authors at CustomerThink.com, sharing new wisdom that she learned during 25 years working in the customer experience profession.