ClearAction Continuum

What does this mean to you? I see it as: You rely on customers to fund everything, and you rely on employees to create what's funded by customers. Investors gain or lose accordingly! What customers experience is how you're running your business. Likewise for employee experience. Revenue and profit revolve around CX and EX decisions: how you're adding or detracting value to customers and employees. CX? say what they can expect and deliver that exactly. -- the product/service they bought primarily. -- consistent, trustworthy interactions, info. -- post-fail Support efficient and effective for them. (always best to never need Support!) EX? say what they can expect and deliver that exactly. -- supervisors' competency is 70% of this. -- colleague collaborative spirit. -- executives walking the talk. -- HR processes are smallest factor. Good CX and good EX? -- absence of negative surprises. -- manage expectations proactively. -- discover their expectations and align operations accordingly. #CustomerExperience #EmployeeExperience #RevenueOperations #BusinessGrowth

See pivotal Experience Leadership advice in Lynn Hunsaker, CCXP's 2 articles most popular this month! 25 Bad CX Practices to Stop + Execs' Guide to CX Value . . . both are Part 1 of a series . . . stay tuned! #RevenueOperations #CustomerExperience #CX #CustomerCentricity

???????????? ?????????????? ???????????????????? Thursdays: discover how to put an end to ??????-????????????????-???????????????? mindsets and actions! 90-minute Masterminds get to the ?? of your circumstances, personalities in play, and turning it around -- without adding much to anyone's plate. “I built this out last night from our last Mastermind session and shared with our Chief Commercial Officer. He was shocked.” “Lynn’s wisdom is distilled to the most practical and effective points for invaluable, quick traction.” “I showed my Mastermind template to our leaders in Organizational Development and they’re taking this forward across our entire organization.” “In our company all-hands meeting today, I presented some key takeaways from CX Leaders Masterminds, and the feedback was fantastic!” “I appreciate these practical tools and discussions where participants share real-world examples from our different histories and experiences.” “Thank you for having a wonderful advanced session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.” “This is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.” “Lynn is a seasoned CX professional. She spoke to sound theory and powerful practical examples from her own experience that really help land the points on how to drive business results.” “This is by far the best resource available on Experience Leadership. You don’t know what you don’t know! Try this.” #CustomerCentric #RevenueOperations #CustomerExperience #EmployeeEngagement ClearAction Continuum

During our second season of CX Chats, we conducted in-depth interviews with 19 leading industry experts to explore their insights on the future of customer experience. Here is a list of the experts featured: - Samantha Conyers - Chief Experience Officer - First Retail Group - Julie Fox - Global Director of Customer Success - Cin7 - ?? Sumitra N. - Manager, Customer Success, Scale - Braze - Jim Iyoob - Chief Customer Officer - Etech Global Services - Angeline Gavino - Vice President of Customer Success - Katalon - Anika Zubair - Head of Customer Success - Griffin - Alex Farmer - Chief Revenue Officer - Nezasa - Samma Hafeez - Senior Vice President - Insight Partners - Kevin McCahill - Founder - MasteryCX - Debra Squyres - Chief Customer Officer - Bonusly - Alex Mead - Chief Customer Service Experience Officer - Total CX - Sally Roberts - Head of Customer - Legatics - Jeremy Watkin - Director of Customer Experience and Support - NumberBarn - Caroline Quinlan CXAD (Dip) - CX Design Manager - AIB - Arjun Menon - Sr. Manager, Customer Success Management - Salesforce - Lynn Hunsaker, CCXP - Chief Customer Officer - ClearAction Continuum - Eddie Christian - VP, Customer Success & Customer Experience? - Jill Crimm - CX Influencer - Donna Drehmann - Director Customer Experience - Eargo View the full video with complete responses here: https://lnkd.in/ekqVKajT #CX #customerexperience #customersuccess

Growth efforts out-of-sync with customer preferences complicate acquisition and retention with cutting corners, siloed launches, over-promising, and spoiling engagement. Solve these revenue roadblocks and profit potholes by discovering how to reshape mindsets -- transform performance dysfunction to harmonious collaboration that multiplies growth. In 90-minute CX Leader Mastermind interactive workshops, you get templates to self-discover and tailor solutions to your specific circumstances, people, processes, resources, and goals. You'll see how to re-direct and energize what you already have toward customer-centric alignment -- that others will want to champion, regardless of circumstances. These methods have been used in countries across the world, high and low economic times, and functional areas and personalities of all types. Benefit from 35 years of in-depth thinking that's been proven in the trenches. See testimonials and certificate information at https://lnkd.in/gKKYE8m7 See the schedule at ClearAction.com/events We cover 1 topic each Thursday 10:30-Noon US ET. Prepaid participants only. $225 per week or $800 for 4 weeks in public series. Money-back guarantee that your 1st session gives you far more takeaways than the USD225 enrollment fee. Valid only Q1'25. Starts 6 March:? 10:30 a.m. New York = 16:30 Paris = 18:30 Riyadh = 19:30 Dubai = 21:00 Mumbai 13 March: 10:30 a.m. New York = 15:30 Paris = 17:30 Riyadh = 18:30 Dubai = 21:00 Mumbai 20 March, 27 March: 10:30 a.m. New York = 15:30 Paris = 16:30 Riyadh = 18:30 Dubai = 20:00 Mumbai Or schedule your own private Masterminds: ClearAction.com/bookings $1800 for weeks in solo series. See private group pricing, too. Try it! https://lnkd.in/gtHEe55z #BusinessGrowth #RevenueOperations #CustomerCentricity #CustomerExperience

These metrics are pivotal to Integrity-First mindsets and behaviors across your enterprise! You'll (a) make investor returns easier https://lnkd.in/d5bHkhCt, (b) stop bad CX https://lnkd.in/gwSQkqm2, (c) stop spiraling costs https://lnkd.in/gQcSiG58 #CustomerCentricity #RevenueOperations #CustomerExperience

1st of a 5-part series just published! Executives' Guide to CX Value: Revenue Risks -- see https://lnkd.in/gisSEXuq for shocking facts & pivotal solutions! Share this with your leaders and board members. "True CXM" is bringing outside-in across your company. "Outside-in" is customers' expecations, realities, gaps, and aspirations. Who's exempt? Nobody. Every role performs better with an outside-in mindset. Every role prevents friction in the end-to-end customer journey, when they get in-sync with outside-in criteria. See how in the article sections: 2)?Experience Management is Integrity 3)?Experience Management Removes Revenue Risks 4)?Customer Alignment Multiplies Revenue Arrange a Fireside Chat at ClearAction (a la carte resources) to get everyone on the same page in an hour with an interactive format. #RevenueOperations #CustomerExperience #CX

8) Modernize CX Leadership Step back and consider the inherent value of Support and the roles AI can play in stopping issues coming into Support. Here are some examples from "25 Bad CX Practices to Stop in 2025: Part 1 Insults" https://lnkd.in/gwSQkqm2 new article by Lynn Hunsaker, CCXP. Rise above the crowds if you seek brand differentiation. See things as customers see them. Solve data overload via AI in managing the entire enterprise in-sync with customers. These CXM pivots will multiply savings and gains pursued throughout your firm! #CustomerCentricity #RevenueOperations #CustomerExperience

When you say CX or EX, do you mean Experiential Marketing or Experience Management? 2 very different things! Interdependent: 1 without the other cripples growth. https://lnkd.in/gmFxe48Y #CustomerExperience #MarketingStrategy #CustomerCentricity

Modernize CX Leadership: 7) Emphasize Revenue RISKS. There's an army of talent in your Sales, Marketing, and Revenue Ops teams. Your VP-CX adds revenue value NOT by duplicating these roles -- but by identifying and resolving revenue risks. Revenue risks are everywhere in your company -- anything out-of-sync with customers. Pro tip: avoid putting bandages on risks -- this spirals costs and slows growth. Bandages? discounts and engagement offers to entice customers to rise above their frustrated/passive mode. Automations to reduce costs of CS. Incentives internally to make up for the out-of-sync quagmire. Removing revenue risks: 1) Review frank comments from customers. 2) Pareto the comment themes to identify the 80/20 vital few issues. 3) Engage small diverse teams in 5 Why's exercises to get to the real roots of each vital few issue. 4) Drive action plans eradicating the real roots. How this multiplies revenue: A) Prevalent gaps are eliminated/minimized forever. B) Bandages aren't needed. Risks are reduced. C) Bandage budget/talent is redirected to new products/markets. D) Customers' time/resources aren't tied up with gaps: they're free to grow more and engage more. E) Your brand stands out as most attractive for magnetic attraction and retention. Who's out-of-sync? Everyone, usually, can make small changes as directed by their 5th why. (Marketing, Sales, CS, IT, Finance, Procurement, Legal, HR, Safety, Facilities, Quality, Audit, Engineering, etc.!) These small changes to their mindsets and processes make HUGE impact to revenue and profit alike. (and better CX and EX!) ?? VP-CX multiplies revenue and profit by engaging every group to reduce revenue risks they're causing! #CustomerExperience #RevenueOperations #CustomerCentricity #CustomerSuccess