See What's Inside

    1. πŸ“’ 1.1 The Old Narrative – Support as a Cost Sink

    2. πŸ“’ 1.2 The New Narrative – Support as a Strategic Growth Engine

    3. πŸ’Ό 1.3 Case Study: Zappos – Elevating Service as a Brand and Business Strategy

    4. 🧠1.4 Practice Exercise: Rethinking the Role of Support

    5. βœ”οΈ1.5 Knowledge Check

    1. πŸ“’ 2.1 Strategic Thinking in CX – What It Really Means

    2. πŸ“’ 2.2 Business Acumen for CX Leaders

    3. πŸ“’ 2.3 Metrics That Matter to the Board

    4. πŸ’Ό 2.4 Case Study: Slack – Support-Led Growth During Hyper-Scale

    5. 🧠 2.5 Practice Exercise: Mapping the Cost Center Traps

    6. βœ”οΈ2.6 Knowledge Check

    1. πŸ“’ 3.1 Identifying Growth Opportunities Inside Support

    2. πŸ“’ 3.2 Crafting Your CX Growth Thesis

    3. πŸ“’ 3.3 Creating Your Strategic CX Blueprint

    4. πŸ’Ό3.4 Case Study: Shopify – Using Support Signals to Drive Product and Retention Strategy

    5. 🧠 3.5 Practice Exercise: Aligning CX with Business Goals

    6. βœ”οΈ3.6 Knowledge Check

    1. πŸ“’ 4.1 Telling the Right Story to the Right Audience

    2. πŸ“’ 4.2 Building Partnerships Across the Business

    3. πŸ’Ό 4.3 Case Study: HubSpot – Internal Alignment That Drove Revenue Through CX

    4. 🧠4.4 Practice Exercise: CX Metrics That Matter

    5. βœ”οΈ4.5 Knowledge Check

    1. πŸ“’ 5.1 Your Strategic CX Roadmap

    2. πŸ“’ 5.2 Finalizing Your Support Strategy Playbook

    3. 🧠5.3 Practice Exercise: Building Your Internal CX Narrative

    4. βœ”οΈ5.4 Knowledge Check

    1. πŸ“’ 6.1 From Cost Center to Growth Engine β€” Now It’s Your Move

    2. πŸ“– 6.2 Download Your Workbook

About this course

  • $149.00
  • 28 lessons
  • 0.5 hours of video content

FAQ

  • Do I really get to keep the playbook forever?

    Yes. Once you download a playbook, it’s yours for life β€” even if your access window ends.

  • How fast can I complete a playbook?

    Most leaders finish in under 2 hours, but you may be able to go faster. The goal is for you to quickly absorb the concepts and apply them immediately. They’re designed for busy CX leaders who want quick wins, not long lectures.

  • What if I buy one playbook and later want All-Access?

    No problem β€” we’ll credit your single playbook purchase toward your All-Access Pass.

  • What’s included in the All-Access Pass?

    Every current playbook, every new release for the year (rolling 12 month period), and all certification tracks. Plus, you can download and keep them all.

  • Are these playbooks for individuals or teams?

    Both. Many managers and directors start individually, then expand access for their team to scale faster.

  • Do you offer refunds?

    If the playbook isn’t what you expected, reach out within 7 days and we’ll do everything we can to make it right. Once a playbook has been downloaded, refunds aren’t available since you’ve already unlocked its value β€” but we’ll work with you to find a creative solution, whether that’s credit toward another playbook or helping you get the most out of what you purchased.

  • How do I know which playbook is right for me?

    Start with the Playbook Match quiz β€” it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match