Lynn Hunsaker
Lynn Hunsaker
Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. After 15 years in customer experience, strategic planning, quality, and marketing at Applied Materials and Sonoco, she was a CXPA board member and SVAMA president, taught 24 college courses, and authored many CXM studies, handbooks, courses. Her specialties are B2B, engaging C-Suite and non-customer-facing groups in CX, silos, leading indicators, maturity & customer-centric business and marketing. CX leaders in 50+ countries benefit from her Masterminds, Money Value Dashboards, C-Suite Guide to CX=EX=$, CX Value Multipliers Forum.
3 Customer Experience P&L Methods
Isn't this what CX management is all about? a) How much value is CXM generating? b) How can CXM drive cost savings? c) How does…
Business Value: 26 Bad CX Metrics Practices to Stop in 2026 (Part 5)
The bad news is: CXM metrics are not well tuned-in to business value. The good news is: You can solve these bad CX metric practices…
CX Prioritization: 26 Bad CX Metrics Practices to Stop in 2026 (Part 4)
Customer experience prioritization is your greatest (missed) opportunity for growth.
Executives’ Guide to Customer Experience Value: Top-Tier Leadership
Customers' prosperity fuels everyone's prosperity. So, how well do managers in every function understand customers' goals?
GIGO Benchmarking: 26 Bad CX Metrics Practices to Stop in 2026 (Part 3)
Bad CX metrics practices are like out-of-date GPS or a broken compass: you think you’re on the right track, only to find you’re going in…
GIGO Metrics: 26 Bad CX Practices to Stop in 2026 Part 2
AI relies on data quality: you assume AI outputs are truth, but if your data is junk, then AI recommendations are likewise junk.
Executives’ Guide to Customer Experience Value: Metrics
Do "customer experience metrics" enrich your understanding of: the customer? their experience? value to them? For companies you buy from, how well do their "CX…
Executives’ Guide to Customer Experience Value: Alignment
Maximizing growth means starting with alignment in your corporate strategy and customer experience strategy. Otherwise, you're robbing investors of growth. Highly aligned companies see:1 58%...
Executives’ Guide to Customer Experience Value: High Potential
High-potential customers are your starting point for customer experience management. — What are their aims? — How aligned are you? If you don't know the…
Executives’ Guide to Customer Experience Value: Revenue Risks (Part 1)
Revenue risks are anything out-of-sync with customers. $3.8 trillion (USD) revenue globally is risked by bad customer experiences annually. — This is $119 billion...
25 Bad CX Practices to Stop in 2025: Insults (Part 1)
Bad CX practices deceive managers and rob investors: A) Insults repel customers: the opposite of your goals. B) Falsehoods derail customer-centric growth. C) GIGO (garbage-in,…
Why Customer Experience is Not Interactions
The definition of customer experience typically centers erroneously on the word "interactions". 1) B2C Example: Celebrating my nephew's winning soccer season with brunch at a…
3 Surprising Growth Drivers: Rethinking Costs
In revenue operations, demand generation, customer success, and business development, how often are cost decisions central to your work? Not beyond your own budget,...
CX ROI Handbook: Customer Experience Dashboards and Compensation
Customer experience dashboards and compensation shape your culture. — Revenue emphasis = mercenary culture. — Narrow scope = myopic culture. — Score-based = self-centric culture.…
CX Day: Better Outcomes for Everyone
CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. It's always the first Tuesday of October. This year's theme...
CX ROI Metrics Roadmap Timeline
Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring…
24 Ways 2024 Customer Experience is Smarter: CX Strategy (Part 4 of 4)
CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or...
CX ROI Handbook: Connecting Business Outcomes and Customer Outcomes
Customer outcomes never differ from business outcomes, and vice versa. Customer outcomes are why your business exists. — Providing value for their needs. — Their…
CX ROI Handbook: Connecting Customer Experience and Employee Experience ROI
What is the employee experience and customer experience ROI connection? Let's take a look at all the players and definitions. Business value is: — Created...
Customer Experience ROI Handbook: Proving CX Value to Executives
Your Customer Experience ROI Handbook started with "What is CX ROI?" (return on investment) and continues here with "Proving CX Value" in chapter two...