CXPA "Best Practice Visit" Set for Feb. 11 at Safelite AutoGlass in Ohio
Space Is Limited; Early Registration Urged
CXPA's Best Practice Visits (BPVs) are a small-group opportunity to get a "peek behind the curtain" from an industry leader delivering exceptional customer experiences. Participants in this unique program obtain extensive first-hand knowledge about successful approaches to customer experience. Those interested are urged to register early, as there is limited space available.
Through the BPV offerings, CX practitioners can study CX best practices in more depth and richness than is available through other means, such as presentations or written case studies. The BPV program's actively facilitated visits to companies that have developed strong customer experience practices are an industry first. Structured as immersive communal learning journeys with educational leaders, BPV events also teach participants how to apply what they learn to their own firms.
"At Safelite, we put people first, and our obsessive focus on having talented people who are inspired to deliver results has resulted in business growth as well as satisfied customers," said Safelite President and CEO Tom Feeney. "We are proud of our early innovations in customer service, such as mobile service, email tech profiles, and our excellent contact centers. I look forward to personally sharing what we have learned about providing great customer experiences with CXPA's BPV attendees."
At the day-long February 11 event, attendees will learn about Safelite's journey to become the natural choice for vehicle glass repair and replacement services in the United States: key cultural transformations at the company have led to its delivery of memorable customer experience. Participants will learn:
How Safelite chose to focus on its customers by caring about its people
About the company's integrated talent development program, which engages employees in customer service
How the company has built employee buy-in by aligning behaviors to compensation and rewards
The BPV will include active participation from Safelite President & CEO Tom Feeney, who delivered a presentation at the 2013 CXPA Insight Exchange event. Participants will hear from other Safelite senior leaders, and they can get a firsthand sense of Safelite's people-powered efforts during a walk around the company headquarters, when they will hear from employees directly.
In addition to this onsite immersive visit, attendees can extend their learning through pre- and post-visit activities: a kick-off conference call to outline key questions and learning objectives for the visit, a debriefing conference call, and a discussion blog about lessons learned. As a bonus, BPV participants may also attend the free CXPA Columbus Local Networking Event on the evening of February 10, hosted by the Columbus Metropolitan Library, and find out what it takes to be rated the top library in the United States.
Due to the unique nature of the BPV program, the CXPA has eligibility requirements for attendees. They must be customer experience practitioners within an organization (not vendors or consultants), and they cannot be employed by a competitor of the host company. And, because the BPV program relies on the hospitality and willingness of site hosts to open their facilities, participation is conditional upon acceptance of a set of Rules of Engagement. Cost to attend is $695 USD for CXPA members; for non-members the fee is $890, which includes one year of CXPA membership.
Led by respected experts in the customer experience field, the CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience management.
Customer Experience Professionals Association
The Customer Experience Professionals Association is a global, non-profit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and facilitates the industry-wide advancement of the discipline of customer experience management. The CXPA's members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry.
Founded in April 2011, the CXPA has 75 Corporate Members and more than 2,400 customer experience professionals in its community. CXPA Gold Sponsors include Confirmit, ForeSee, Genesys, Oracle, and Verint. Clarabridge, Inc., Corsential, LiveOps, Mattersight Corporation, Medallia, ResponseTek and TNS are CXPA Silver Sponsors. For more information, visit www.cxpa.org.