CXPA RTP Course: Driving Operationalized CX Strategy Maturity (ClearAction)

Driving Operationalized Customer Experience Strategy Maturity emphasizes:

• Communicating the importance of the customer experience strategy to deliver the organization’s business goals
• Engaging the executive suite in CX strategy design and execution
• Applying CX insights to business strategy frameworks, and vice versa
• Creating strategy that describes the intended customer experience, its linkage to corporate strategy and its alignment with the organization’s brand values & attributes
• Translating corporate strategy into well-defined customer experience strategies and programmatic efforts
• Building and benchmarking CXM maturity
• Establishing branded customer experience

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