After completing this course, the learner should be able to:
- Define client experience (CX) and total experience (TX)
- Identify client experience (CX) trends
- Identify the factors important to a mature and effective TX culture
- Identify the traits and actions of effective TX leaders
- Apply strategies to solve issues with a total experience (TX) culture
Instructor bio
Holly Hawk, PhD, CPA, and CGMA is a Clinical Assistant Professor at Clemson University. She received her PhD in Higher Education from the University of Georgia, her Masters of Accountancy in Audit from the University of Georgia, and a Bachelors in Business Administration with a concentration in Accounting & Technical Communications from Mercer University. Prior to Clemson, she taught undergraduate and graduate level courses in the Tull School of Accounting at UGA. At UGA, she also taught courses that were in partnership with the KPMG Masters of Data Analytics program. Holly also worked at Pricewaterhouse Coopers and TD Bank. At Clemson University, Holly teaches Analytics for Accounting Decision Making and Accounting Information Systems. She is the committee chair for the Wilbur O. and Ann Powers School of Accountancy assessment committee and very active attending and presenting at various academic and practitioner conferences.
Holly is also active within multiple organizations and recently named to the "40 under 40" by the CPA Practice Advisor for two years in a row, 2021 and 2022. She is an AICPA and CIMA Champion and an active reviewer and presenter at various academic conferences. Holly is a member of the AICPA Academic Executive Committee, while previously serving as a member of the AICPA Nominations Committee, the past chair of AICPA Student Recruitment Committee and an AICPA Leadership Academy graduate. As part of the AICPA Academic Executive Committee, she chaired the Distinguished Education Achievement Award Committee for the past two years. Within the American Accounting Association (AAA), Holly is the on the leadership team within the Southeast Region Program Committee, a member of the Conference on Teaching and Learning in Accounting Steering Committee and AAA Competitive Manuscript Award Committee. Holly received the Emerging Scholars Leader Award from the 2018 Innovation in Teaching Conference and more recently, has been inducted into the Mercer University Athletic Hall of Fame.
A Becker Professional Education is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org
Becker Professional Education Sponsor I.D. Numbers NASBA: 107294, New York: 002087, New Jersey: 20CE00226700, Texas: 009580, Ohio: CPE.186, Illinois 158.002405, Pennsylvania: PX177823