CX Collective

📒 1.1 The Old Narrative – Support as a Cost Sink

📒 1.2 The New Narrative – Support as a Strategic Growth Engine

💼 1.3 Case Study: Zappos – Elevating Service as a Brand and Business Strategy

🧠1.4 Practice Exercise: Rethinking the Role of Support

✔️1.5 Knowledge Check

📒 2.1 Strategic Thinking in CX – What It Really Means

📒 2.2 Business Acumen for CX Leaders

📒 2.3 Metrics That Matter to the Board

💼 2.4 Case Study: Slack – Support-Led Growth During Hyper-Scale

🧠 2.5 Practice Exercise: Mapping the Cost Center Traps

✔️2.6 Knowledge Check

📒 3.1 Identifying Growth Opportunities Inside Support

📒 3.2 Crafting Your CX Growth Thesis

📒 3.3 Creating Your Strategic CX Blueprint

💼3.4 Case Study: Shopify – Using Support Signals to Drive Product and Retention Strategy

🧠 3.5 Practice Exercise: Aligning CX with Business Goals

✔️3.6 Knowledge Check

📒 4.1 Telling the Right Story to the Right Audience

📒 4.2 Building Partnerships Across the Business

💼 4.3 Case Study: HubSpot – Internal Alignment That Drove Revenue Through CX

🧠4.4 Practice Exercise: CX Metrics That Matter

✔️4.5 Knowledge Check

📒 5.1 Your Strategic CX Roadmap

📒 5.2 Finalizing Your Support Strategy Playbook

🧠5.3 Practice Exercise: Building Your Internal CX Narrative

✔️5.4 Knowledge Check

📒 6.1 From Cost Center to Growth Engine — Now It’s Your Move

📖 6.2 Download Your Workbook