Customer Experience Excellence Course

Increase your CX capability & prepare for the CCXP (Certified Customer Experience Professional) accreditation with CXPA Recognized Trainer Lynn Hunsaker of ClearAction Continuum

Why choose this course?

  • The Customer Experience Excellence Course has been designed by Lynn Hunsaker, CCXP, CXPA, 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 through the course.
  • We utilise a blended learning* methodology. Lynn Hunsaker CCXP will deliver the course via live webinar from Silicon Valley with Anita Siassios CCXP from Australia training 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.* Delivery of course and dates may be subject to change due to COVID-19 restrictions.

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 – delivered online

Saturday Superstar November 2020

(Delivered over a 3 week period – 2 competencies per week)
  • Saturday 14 November
9.00 am – 12.00 pm
  • Saturday 21 November
9.00 am – 12.00 pm
  • Saturday 28 November
9.00 am – 12.00 pm
Location
Delivered via zoom
Price
$1295 (inc GST)

Group discount and in-house
company training available

November 2020

(Delivered over a 3 week period – 2 competencies per week)
  • Monday 9 November
9.00 am – 12.00 pm
  • Monday 16 November
9.00 am – 12.00 pm
  • Tuesday 23 November
9.00 am – 12.00 pm
Location
Delivered via zoom
Price
$1295 (inc GST)

Group discount and in-house
company training available

Course inclusions

Setting you up for Success

  • 1:1 Pre-Course session – with Anita Siassios, CCXP, Forrester CX Pro who will gain an understanding of your professional CX learning goals.  Our small size classes and flexibility enables us to customise each session to ensure we meet the needs of learners.
  • Course handbook including supporting case studies, latest research papers and templates per competency.
  • 15% discount to complete the CCXP exam with the CXPA.
  • CCXP Exam Preparation online practice questions & quizzes with no expiration.
  • Michael Bartlett’s, CCXP  “CCXP Exam Preparation” PDF booklet containing 17 principles and 40 practice questions with detailed reasoning behind correct answer selection
  • Access to all online course webinar content for 12 months.
  • Exclusive 12-month free membership to ClearAction Value Exchange platform which includes access to 6 Key Competencies,  additional modules such as Customer-Focused Communication (including trusted advisor, partnering levels, intended outcomes),international live events, peer Q&A, interactive templates,  online community of advice, videos, study highlights, podcasts, slide decks, handbook chapters, infographics, and articles
  • Competency skills GAP Assessment template to gauge your current state and develop the future development plan
  • Topic Mastery and Topic Exploration questions to apply learning to what you’ve experienced in life and to real-life scenarios. These adult learning best-practices are more effective than multiple-choice quizzes.

Learning Recognition

  • Receive a Topic Mastery Certificate from Lynn after demonstrating your mastery of key points applied to realistic scenarios.
  • Opportunity to present at Customer Experience Conferences & CXPA events

CX Career Coaching & Ongoing Support

  • 2x 45 min CX Career Coaching sessions upon completion of course with Anita Siassios CCXP, Forrester CX Pro
  • Monthly Q&A session with instructor Lynn Hunsaker 

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

CCXP & PCM

Lynn Hunsaker is a CCXP Recognised 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

CCXP, Forrester CX-Pro & CPPM

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

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

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