CXPA RTP Course: VoC Experience Leadership for Strategic Impact & Maturity

• CX novices & enthusiasts -- enjoy tips you won't hear anywhere else!
• CX veterans & CCXPs -- up-level your strategic impact & earn renewal credits!
• CCXP candidates -- elevate your exam score!

This class emphasizes:

• How to leverage almost-free VoC.
• How to ask questions for greater strategic value your business.
• How to increase data accuracy and response rates.
• Pitfalls and success factors: benchmarking, ratings comparisons, descriptive and outcome metrics, data mining, key drivers, NPS, CSAT, effort score, customer health score, secure index, value quotient, ROI, sampling, correlation, regression, confidence, validity and reliability.
• Keys to understanding needs and wants, behavioral science, single view and 360-degree view of customers, customer lifetime value, root cause analysis and predictive analytics.
• How to engage all groups enterprise-wide through a better approach to segmentation, journey maps and personas.
• How to make better technology and budget decisions.
• Glossary and maturity model

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!