CXPA RTP Course: Driving CX Adoption, Accountability & Customer-Centricity Maturity (ClearAction)

CXPA RTP Course: Driving CX Adoption, Accountability & Customer-Centricity Maturity (ClearAction)

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When:  Mar 18, 2021 from 11:30 AM to 1:00 PM (ET)
This class is great for ANYONE wanting to leapfrog CX norms (CX novices, enthusiasts and veterans, even CCXPs) and/or prep for the CCXP exam.

See specific differences between tradition CXM vs. strategic CXM vs. mature CXM! See clearly how you can put these differences into action now.


Get real-time answers to your questions in this live session. PLUS: get immediate access to online quiz game, 30-minute recorded class with page-specific navigation, reading links, exercises, multiple-choice quiz with clues and explanations, and follow-up Q&A session with instructor Lynn Hunsaker, who is a CXPA Recognized Training Provider.

Prepaid registration is required at clearaction.com/class

'Driving Strategic CX Adoption, Accountability & Customer-Centricity Maturity' rises above common-practice myths to reveal practical better-practices 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:
> Definitions: customer, customer experience, customer experience management, customers’ jobs-to-be-done, CX adoption, CX accountability
> 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
> 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





Reserve your spot today!

Location

Online Instructions:
Url: https://clearaction.com/class
Login: Prepaid registration required.

Contact

Lynn Hunsaker
+1 408 687 9700
lynn.hunsaker@clearaction.com
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