Customer Experience Excellence Course

Increase your CX capability & prepare for the CCXP (Certified Customer Experience Professional) accreditation with CXPA-Authorized Resource & Training (ART™) provider ClearAction Continuum

Why choose this course?

  • The Customer Experience Excellence Course has been designed by Lynn Hunsaker, CCXP, CXPA Authorised Training Provider, CXPA Board Member, Adjunct professor at University of California Santa Cruz Silicon Valley Extension.
  • Most people have certain customer experience specialties in their career background. What you need to succeed is a solid understanding of the full spectrum of customer experience competencies. This course focusses on CXPA’s (Customer Experience Professionals Association) body of knowledge (six competencies), best practices, supporting tools, methodologies and frameworks.
  • This course is designed to fit into your busy schedule through its delivery options, full day or consecutive weekly ½ day sessions giving you the opportunity to reflect and apply learnings in the workplace as you progress though the course.
  • We utilise a blended learning methodology. Lynn will deliver the course via live webinar withAnita Siassios facilitating onsite. Course materials will then be available online for 12 months (refer to Course Inclusions below).
  • You will extend your professional network with other CX leaders across industries locally and internationally.

Got a question? Call Anita on 0466 368 056 or email anita@managingcx.com

Got a question? Call Anita on 0466 368 056
or email anita@managingcx.com

Customer Experience Excellence Course

Skill level

No pre-requisites, although we recommend a growth mindset with a passion and tenacity for improving the experiences of customers and the people who serve them.

This course is suitable for:

  • Experienced CX practitioners aiming to validate their mastery and are working towards obtaining CXPA’s internationally recognized certification (CCXP). Learn about the CCXP 
  • Managers and students who are new to the customer experience profession and want to quickly get a grip on the key competencies required to do their job well.

Upcoming Training Dates

Melbourne November 2019

Delivered over 2 consecutive weeks

Monday 11 November 8.30am – 13.30pm
Monday 18 November 8.30am – 13.30pm

Location

The Cluster
Level 17, 31 Queen Street
Melbourne VIC 3000

Price

$1375 (includes GST)
Coffee/tea & light brunch provided
Group discount and in-house company training available

ENROL NOW

Sydney September 2019 & February 2020         (1.5 days)

Monday 16 September 9.00 am – 16.00 pm

Tuesday 17 September 9.00 am – 13.30 pm

Monday 24  February 9.00 am – 16.00 pm

Tuesday 25 February 9.00 am – 16.00 pm

Location

Wesley Mission Conference Centre
220 Pitt Street
Sydney NSW 2000

Price

$1375 (includes GST)
Morning tea, lunch, afternoon tea provided
Group discount and in-house company training available

ENROL NOW 02/2020

 

ENROL NOW 09/2019

Course inclusions

  • Course handbook including supporting case studies, latest research papers and templates per competency.
  • A competency topic mastery certificate is issued after you have completed the Topic Mastery scenario questions satisfactorily in each of the 6 modules, verbally or in writing.
  • Access to all online course webinar content for 12 months.
  • CX Myth-busters, succinct frameworks and success factors, exam practice questions, and topic mastery scenarios that will up-level your CX expertise and help you discern the best answer among several good options.
  • Competency capability gap template and action plan for continued development.
  • A PDF download of  Michael Bartlett’s, CCXP  “CCXP Exam Preparation” booklet containing 17 principles and 40 practice questions with detailed reasoning behind correct answer selection.
  • Exclusive 12-month free membership to ClearAction Value Exchange a real-time online platform that personally tailors solutions to real-time challenges of customer experience/success/care and marketing professionals.
  • Morning tea refreshments, tea and coffee.

Key outcomes

  • Gain a thorough understanding of CXPA’s (Customer Experience Professionals Association) body of knowledge, supporting tools, methodologies and frameworks to effectively embed the six competencies:
      1. Customer Centric Culture
      2. Customer Experience Organisational Adoption and Accountability
      3. Customer Experience Strategy
      4. Metrics, Measurement, and ROI
      5. Experience Design, Improvement, and Innovation
      6. Voice of the Customer, Customer Insight and Understanding
  • Equip you as a CX leader with the fundamental capabilities and expectations required to succeed in your role.
  • Uplift your CX capabilities to apply holistic customer experience management in your company, minimise inefficiencies and maximize superior management techniques for customer experience excellence and business growth.
  • Prepare and provide you with guidance on becoming a Certified Customer Experience Professional (CCXP) developed by the CXPA.
  • Increase your score for the Certified Customer Experience Professionals (CCXP) exam.

The Training Team

Lynn Hunsaker

Trainer

Lynn Hunsaker is a CCXP Authorised Training Provider, CCXP and serves on the Board of Directors for Customer Experience Professionals Association(CXPA). She led customer experience transformation for over 25 years at Fortune-250 companies. Winner of CustomerThink Hall of Fame award, CustomerThink author of the year 2017 and 2015, American Marketing Association Chapter Excellence Award as president of Silicon Valley AMA, author of 6 benchmarking studies and 3 handbooks including Innovating Superior Customer Experience, and numerous thought leader lists. ASQ Certified Quality Manager, MBTI Certified Practitioner, CXPA Certified Customer Experience Professional (CCXP), AMA Professional Certified Marketer (PCM).

Adjunct professor at University of California Santa Cruz Silicon Valley Extension; taught 5 years at University of California Berkeley Extension, San Jose State University, Mission College.

Anita Siassios

Facilitator

Anita Siassios is a Customer Experience and Project Management consultant and speaker. Anita’s passion is connecting customer and culture to empower customer-centric growth. With over 30 years’ experience, her expertise stretches across the globe specialising in Technology, Finance, Operations and volunteer work in Health and Aged Care.

Anita’s consulting work and professional speaking is designed to create and sustain a customer-centric culture, build team capability and help organisations transform their customer experiences. Anita is the founder of the award-winning Customer Experience Professionals Association(CXPA) Melbourne Network where she strives to uplift the skill of CX professionals. Anita is a Certified Customer Experience Professional (CCXP), certified Forrester CX-Pro, winner of the CXPA 2018 Extra Mile Award, Australian Ambassador and judge for International Customer Experience Awards (2018 and 2019).


The Training Team

Lynn Hunsaker

Trainer

Lynn Hunsaker is a CCXP Authorised Training Provider, CCXP and serves on the Board of Directors for Customer Experience Professionals Association(CXPA). She led customer experience transformation for over 25 years at Fortune-250 companies. Winner of CustomerThink Hall of Fame award, CustomerThink author of the year 2017 and 2015, CXPA-recognised trainer for Certified Customer Experience Professional (CCXP) exam, American Marketing Association Chapter Excellence Award as president of Silicon Valley AMA, author of 6 benchmarking studies and 3 handbooks including Innovating Superior Customer Experience, and numerous thought leader lists. ASQ Certified Quality Manager, MBTI Certified Practitioner, CXPA Certified Customer Experience Professional (CCXP), AMA Professional Certified Marketer (PCM).

Adjunct professor at University of California Santa Cruz Silicon Valley Extension; taught 5 years at University of California Berkeley Extension, San Jose State University, Mission College.

Anita Siassios

Facilitator

Anita Siassios is a Customer Experience and Project Management consultant and speaker. Anita’s passion is connecting customer and culture to empower customer-centric growth. With over 30 years’ experience, her expertise stretches across the globe specialising in Technology, Finance, Operations and volunteer work in Health and Aged Care.

Anita’s consulting work and professional speaking is designed to create and sustain a customer-centric culture, build team capability and help organisations transform their customer experiences. Anita is the founder of the award-winning Customer Experience Professionals Association(CXPA) Melbourne Network where she strives to uplift the skill of CX professionals. Anita is a Certified Customer Experience Professional (CCXP), certified Forrester CX-Pro, winner of the CXPA 2018 Extra Mile Award, Australian Ambassador and judge for International Customer Experience Awards (2018 and 2019).


Testimonials

“I was fortunate to have been a participant in the first CXPA Authorised Customer Experience Excellence Course offered in Australia by Anita of ManagingCX and Lynn Hunsaker of ClearAction. The course was cleverly created to support deep learning across all pillars of the Customer performance domains with teaching, materials supplied and resources suggested for further learning all rated 10/10 giving immediate value! Thank you, thank you, thank you Anita and Lynn, you have fast tracked my learning in all things Customer and pulled the covers back on Customer truths with depth and practical meaning.”

Vanessa BedelisManager Customer Experience Strategy

“Within the first week of the course I was able to start applying the learnings in my organisation. The list of resources provided was exhausting and helped me understand that the work needed to become an expert in CXM is overwhelming Lynn’s knowledge is amazing and her confidence infectious. Anita is totally dedicated, knowledgeable and so humble. This course is essential for understanding the disciplines required for world class CXM”

Ian StokolCustomer Experience Design Lead

“The CX Excellence Course provided a wealth of information that consolidated and extended both my theoretical and practical knowledge of CX. The facilitators are hugely knowledgeable and very generous in sharing their experience and materials. The course provides fantastic online resources which will be a very useful reference point in future. I highly recommend this course for current and aspiring CX leaders and practitioners.”

Jenny HunterProduct Director

“I had been interested in taking part in the Customer Excellence Course for several months and, once I finally was able to attend, it did not disappoint and exceeded all of my expectations. The small group of likeminded CX Professionals provided a perfect networking opportunity as well as the ability to share and learn from each other. Learning about the six key competencies provided me with a holistic view of how to effectively manage CX , within the very first week I was able to apply the frameworks within my workplace and approach problems and solutions in a different way. Anita is a breath of fresh air; it’s hard not to smile when she’s around. I feel well equipped to become a fearless CX Leader.”

Amelia GardnerCustomer Experience Design, Optus

UPCOMING TRAINING DATES

Melbourne November 2019

Delivered over 2 consecutive weeks

Monday 11 November 8.30am – 13.30pm
Monday 18 November  8.30am – 13.30pm

MORE INFORMATION

Sydney September 2019  (1.5 days)

Monday 16 September 9.00 am – 16.00 pm

Tuesday 17 September 9.00 am – 13.30 pm

MORE INFORMATION

Interested in this course in another location or date?

Expression of Interest

Got a question? Call Anita on 0466 368 056 or email anita@managingcx.com

Got a question? Call Anita on 0466 368 056
or email anita@managingcx.com