Customer Alignment Strategy is our forte! Align internally for giant gains in engagement (much higher growth at much lower cost). aka "walking the talk" companywide.𝗣𝗿𝗼𝘃𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 in customer experience, employee experience, partner experience, and marketing operations. “I’m ecstatic all our executives are clearly aligned for applying this, with genuine excitement for high standards." — VP CX“I built this out from our last Mastermind session and shared with our Chief Commercial Officer. He was shocked.” — VP CX“I showed my Mastermind template to our leaders in Org Dev and they’re taking this forward across our entire organization." — VP CX"This is truly a wealth of knowledge. I feel more confident and equipped. Your expertise, dedication, and passion for CX certainly made a significant impact on my learning experience." — Imran Ahmed, CCXP, VP, Head of Customer Insights & Research"In our company all-hands meeting today, I presented some key takeaways from CX Leaders Masterminds, and the feedback was fantastic! Speaking from over 20 years of service in our industry, I can say that your expertise and wisdom and the experience of attending your trainings are all absolutely world class, and how deeply you care about the subject matter and your students is inspirational." — Karl Pena, VP Support & Operations"Powerful practical examples from Lynn's own experience really help land the points on how to drive business results through CXM." — Jacqueline Mueller, CCXP, SVP, Client Insight "It was great that fundamentals are assumed and the focus was on higher-value advanced concepts. I left the session energized, buzzing with multiple ways to up level our CXM." — Peter Rush, FCXP, Senior Director, Customer Experience“This is certainly among the best CX content I’ve ever found. It unites concepts and application. It’s a CXM system connected with business results.” — Elaine Mazzon, CCXPemail lynn.hunsaker@ClearAction.com text/tel +1 408 687 9700

Designed and taught 25 full-semester courses. Student evals of teaching style consistently exceeded university and department average ratings on all measured factors. Experimented with a wide range of teaching techniques; grad/undergrad students; up to 85 students/class. ◇ UC Santa Cruz Extension Silicon Valley 2018-2020 Marketing Operations◇ UC Berkeley Extension 2005-2010 Essentials of Marketing (graduate level)◇ Mission College 2005-2010 Intro to American Business◇ San Jose State University 2005-2006 Intro to Advertising, Consumer Advertising◇ Plus Saturday courses on market research, conflict management, innovation at SJSU Professional Development Center and Mission College◇ Guest Lecturer: Golden Gate University, West Valley College, Lincoln University, Skyline College, Mission College, UC Santa Cruz Extension, Junior Achievement, Marketing Educational Series for Entrepreneurs, AMA Marketing Seminar Series (Pricing, Customer Loyalty)◇ Conference Speaker: CXPA, MRA, AMA, ASQ, IQPC, IIR, CCI, Burke, etc.

◇ Director of Marketing 2003-2005 > Director of MarCom 2000-2003◇ Head of Global Quality 1997-2000 > Customer Satisfaction Improvement Mgr 1995-1997◇ Voice of Customer Mgr 1994-1995(Fortune 250 firm in semiconductor industry)◇ Established alliances for our environmental product line, including certification plan, qualification reporting, and credentials.◇ Instrumental in business acquisition of sales organization to advocate this product line which had significantly different price points than our traditional offerings.◇ Designed and conducted exploratory interviews with customers for product/service development and marketing plans.◇ Developed and managed market specs and product launch plans.◇ Ensured customer requirements throughout pre-beta phases.◇ Instrumental in establishing and managing beta sites.◇ Managed business development and collaboration with business units company-wide.◇ Created and arranged marketing communications, collateral, sales training, public relations, support documentation, packaging, patent applications.◇ Deployed extensive internal branding campaigns for various initiatives and organizations.◇ Designed focus groups for development of internal employee marketing campaigns.◇ Created publications: Quality & Reliability Handbook, Corporate Responsibility Report.◇ Editor of newsletters: Do The Right Thing, World Class Performance.◇ Columnist for Applied Matters newsletter.◇ Established visitor displays, signage, tour process, closed circuit camera protocol for Technology Center; assisted NASDAQ ad filming, BusinessWeek and other publications photo shoots.◇ Wrote technical and non-technical tour scripts and protocols; trained and authorized executives as tour guides; supported tours by members of Congress, foreign dignitaries, customers, etc.

◇ Drove company-wide progress in Customer Satisfaction, Team Recognition, Quality Metrics, Quality Institute, ISO 9000.◇ Negotiated cross-company processes, policies, standards; facilitated buy-in, and engagement across all business units and functional areas; developed surveys for continuous improvement.◇ Managed large and small groups, taskforces, and virtual teams.◇ Convinced councils and executives to adopt proposals.◇ Advocated change management techniques adoption by my department and by business unit Quality teams to drive initiative follow-through.◇ Deployed extensive internal branding campaign for employee engagement in Quality initiatives and processes and widespread improvement .◇ Supervised curriculum development, course design, executive incentive program, metrics/scorecards and dashboards, process mapping and improvement.

◇ Manager Recognition Award◇ Supervised recognition programs, executive incentive program, metrics/scorecards and dashboards for ongoing customer experience improvement◇ Continually improved VoC methodology and stakeholders’ follow-through enterprise-wide◇ Increased sophistication year-by-year in customer experience improvement accountability in executive bonus criteria◇ Set clear standards for customer experience break-throughs in our cross-functional team recognition program, allowing teams to submit their progress and learn from executives’ feedback◇ Blanketed the company internally with customer experience stories and progress reports

◇ Employee of the Quarter Award◇ Created voice-of-the-customer training materials, standards, executive listening session materials◇ Designed our surveys to be used directly in strategic planning◇ Collected customer inputs from multiple influencers of purchase decisions in customer accounts◇ Conducted workshops with relevant customer feedback to 50 product lines, account teams, and functional areas◇ Required every organization to create and follow-through on customer experience improvement action plans◇ Revised our methodologies to be aligned in timing, format, and actionability to all levels of employees in all of our rituals (e.g. AOP, performance reviews, etc.)

◇ Multi-year market research studies for Adia (Adecco), Accountants Inc (through 1997)◇ Other clients included Cadence, Bancroft-Whitney, Inmac, Belmont Hills Hospital◇ Examples: customer preference surveys, employee morale research, salary surveys, process efficiency studies, correlation studies of internal/field data and primary research

◇ Traveled to and worked with clients such as Nancy's, Dryer's, Nestle, Hoechst Celanese and Tyson Foods in market research projects◇ Developed and implemented plans, marcom, and client relationship training

In corporate strategic planning department: (Fortune 250 company in 1990) ◇ Designed 20-country multi-division customer satisfaction survey◇ Led a company-wide customer experience task force; conducted extensive research of other companies' customer satisfaction programs◇ Assisted benchmarking, competitor analysis, conjoint analysis, pricing studies◇ Participated in due diligence of acquisition candidates and strategic planning◇ Developed 10-year survey relational database◇ Developed Business Intelligence Center

+ Strategic Planning Intern, 1988In corporate strategic planning department: (Fortune 250 company in 1990) ◇ Conducted hundreds of personal interviews at customer sites as inputs to annual strategic planning process, e.g. 3M, AT&T, Chevron, Del Monte, FMC, Food Lion, Franzia Vineyards, Georgia-Pacific, Kimberly Clark, Mobil Oil, Southwire, Weyerhauser, Wynn's, Wilson Sporting Goods, and many more◇ Improved survey processes to trim cycle time by 50% and costs by 40%, saving at least $120,000 annually◇ Created and presented reports to business units◇ Survey results were used in corporate and business unit strategic planning processes