How to improve customer experience by engaging employees cross-organizationally to resolve chronic customer experience challenges. See https://ClearAction.com

1. 5 Keys to Employee Engagement
in Customer Experience Excellence
LYNN HUNSAKER
CHIEF CUSTOMER OFFICER

2. ClearAction Continuum
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Customer Experience is Critical to Strategy

3. ClearAction Continuum
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Lack of Cooperation Inhibits CEM
Cross-Channel
Cross-Functional
Metrics
360-View
Incentives
Broken Links
Business Results
Behaviors
Survey Results
Data Actions
What’s Promised What’s Delivered

4. ClearAction Continuum
4© Copyright ClearAction Continuum. All rights reserved.
5 Keys to Cooperation in CEM
1. Systems Thinking
2. Change Management
3. Internal Branding
4. Continual Improvement Practices
5. Sustaining the Momentum

5. ClearAction Continuum
5© Copyright ClearAction Continuum. All rights reserved.
Holistic View
• Analogies
• Connectivity
• Framing
• Patterns
• Perspective
• Structure
LIKE …
1. Systems Thinking for Cooperation & Big Results

6. ClearAction Continuum
6© Copyright ClearAction Continuum. All rights reserved.
https://clearaction.com/store/
If You Like These Concepts, Get the Book!
5 Keys Explained
20 Templates
Step-by-Step
Guidelines

7. ClearAction Continuum
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ClearAction Continuum
7
See the rest of this presentation in
 GETTING & KEEPING CUSTOMERS
 DRIVING GROWTH & INNOVATION
 DATA & METRICS THAT WORK
 CREATIVITY WITHIN BOUNDARIES
 DRIVING ACCOUNTABILITY & COMMITMENT
 GETTING EVERYONE ON THE SAME PAGE
Join today:
https://ClearAction.com/value-exchange
Ask for a demo:
Success@ClearAction.com

8. ClearAction ContinuumClearAction Continuum
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Increase: Maximize: Decrease:
• Follow-through
• Ability to prioritize
• Productivity of resources
• Employee engagement
• Strategic vs. tactical work
• Resource acquisition
• Stakeholder satisfaction
• Stakeholder cooperation
• Team collaboration
• Right the first time
• Job satisfaction
• Continuity
• Project stalls
• Duplicated resources
• Redundant efforts
• Rework
• Employee turnover
• Alliance workloadAlignment (bridging silos) is the
next frontier in CX ROI
Design of ClearAction Value Exchange based on research with American Express, Aon, Apple, Ariba,
Clorox, Covidien, Eli Lilly, Global Foundries, HP, Microsoft, NVIDIA, SAP and beta-testing with many others
ClearAction Value Exchange KPIs are multipliers on your CX investments
SaaS for real-time
personalized action plans
to tackle these silos
30-minute bites
AI-curated resources
DIY and interactive
VP-level to intern-level
Shared vision
Collective capability
© 2019 ClearAction Continuum.

9. ClearAction Continuum
ClearAction Continuum closes the brand-customer gap.
ClearAction Value Exchange members in marketing
& customer experience, care & success roles access
real-time, 24x7, bite-sized personal solutions to
navigate silos for customer value performance
ClearAction Advisory clients strategically
operationalize marketing & customer experience
for scalability, resource productivity & enduring
customer value performance
99
Customer value performance momentum
© 2019 ClearAction Continuum.
ClearAction Continuum

10. ClearAction Continuum
Ask about customer value performance momentum
ClearAction Continuum
10
DNA MASTER PLAN™
STRATEGIC RENEWAL™
CLEARACTION VALUE EXCHANGE™
DNA ACTIVATION™
MARKET RESPONSIVENESS INDEX™
DX AGILITY™
DNA TRANSFORMATION™
DX ALTITUDE™
RACE™
(RAPID ANALYTICS CUSTOMER ENVIRONMENT)
VOX MODERNIZED™
VOX ACTIONABILITY™
SHARKTΛINK™
CX growth aspirations:
 Business results via trust-building
 Consistency via silo-bridging
 All-employee engagement
 Prevention and anticipation
 CX as managerial context
 Profit impact in daily decisions
https://clearaction.com/customer-centered-business-10-keys-organic-growth/© 2019 ClearAction Continuum.
Success@ClearAction.com

11. ClearAction Continuum
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ClearAction Continuum
We’re honored to influence these companies
PARTIAL LIST OF CLIENTS
© 2019 ClearAction Continuum.

12. ClearAction Continuum
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ClearAction Continuum
ClearAction clients’ experiences
Because each of the ClearAction
team members managed CX in B2B
for a number of years, they provided
personal examples and practical
tools that could be implemented right
away. It was incredibly beneficial for
us to work with them for several
occasions. They elevated our
collective knowledge and helped us
achieve a higher level of CX maturity.
– A. Chu, Dir Customer Experience
ClearAction is an expert in business
operations and has been an
invaluable resource for us to learn
best-practices in many areas. They
taught us things that would not
readily cross our minds, but after they
explain, it makes total sense, and this
increased our efficiency and
accuracy in many areas. I highly
recommend ClearAction.
– K. Van Diepen, Dir Marketing Communications
ClearAction has been at the forefront
of helping companies like ours
reduce chaos, maximize resources
and achieve impactful results.
They’ve provided mission-critical
guidance to begin the process of
building a strong marketing
operations function that supports our
company’s growth, scale and
continuous improvement objectives.
– K. Chalmers, Dir Marketing Operations
© 2019 ClearAction Continuum.

13. ClearAction Continuum
Customer value performance momentum