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Greetings!
Welcome to the first Customer Experience Professionals Association's (CXPA.org) newsletter!
In this inaugural edition, our goal is to bring you up to speed on the actions and plans that have been taking place on your behalf. We'd like to share some of our insights, updates, and plans for the future through both this initial newsletter and those that will follow.
Our association will provide you with the most benefit when it consists of an active and diverse community of customer experience practitioners and leaders who can network with one another. Therefore, much of our initial focus has been on gaining momentum to grow and attract members. We're thrilled with how that's going.
To date, we have more than 30 Founding Corporate Members. We will continue to focus on signing up new companies before July 31, which is when the Founding Corporate Member period ends. We are also beginning to market the association to individuals through our search engine marketing and webinar campaigns (click here to see a replay of our recruiting webinar). Additionally, we are creating collateral to help our sponsors recruit their clients.
This is YOUR CXPA. Therefore, what it becomes will be guided through your involvement and advice. That means establishing strong committees to develop CXPA features and benefits for members. To that end, we are very excited to announce the leadership for our initial five committees: Marketing, Membership, Networking, Professional Development, and Education. You can read about this great group of people later in this newsletter. We hope that you will join one of these committees, as it's the best way of becoming active in the association.
Also, mark your calendars! We are pleased to announce our first membership meeting -- to be held in the Boston area October 18-19 -- where we will all come together for the first time for learning and networking. Stay tuned for more details.
We invite you to get active in the CXPA, and encourage your peers to join as well.
For specific benefits and dues levels, please visit the membership section of the CXPA website. If you have any questions about the CXPA, please email: membership@cxpa.org.
Regards,
Bruce Temkin
Co-Founder & Chair
CXPA
Jeanne Bliss
Co-Founder & Vice Chair
CXPA
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MEMBER SPOTLIGHT
 My Customer Experience Journey
By Karyn Furstman, Vice President, Customer Experience, Safeco Insurance
My customer experience journey has been building throughout my career. I began in traditional advertising and client management, and even then realized that there was a set of actions and reactions from clients (an "experience") that I could deliver to set me apart. The passion I have for the customer and serving them, while not as clearly formulated as we know it to be now, is the same passion that fuels me today.
In the '90s as the CRM boom took off, I once again found myself in the center of the customer work, this time in the financial sector, driving and uniting company silos and customer data in an effort to improve experiences. Little did I know this was foreshadowing how I would choose to spend my time in the rest of my career!
As is the case with most of us "CX" professionals, I wanted to increase my ability to impact a cross-company transformation, and so I longed to run an operation in order to be able to put the principles I was passionate about to work. At Washington Mutual, I ran a large P&L division in the Retail Bank which then led me to "earn the right" to my first formal customer experience position as Senior Vice President, Customer Experience Executive, a new role for the company. We made some great progress over a few years, and even as Washington Mutual integrated into Chase, I stayed throughout the transition as custodian of those important customer accounts to ensure that their lives were not interrupted during the transition.
Today, I am in my second large customer experience role as Vice President, Customer Experience, for Safeco Insurance, a strategic business unit of Liberty Mutual Group. Like most of you, what I find is that all the experiences that have come before this one now make up my "kit bag" of tools, abilities, and the process that enables change across a large business with multiple departments or silos. The core of my passion that began with my first client management position still is a large part of what fuels and excites me about this work.
I look forward to getting to know more of you, my colleagues who share in this passion, through the CXPA. Like you, I learn best through understanding how others are also taking on and finding success in this unique and often challenging work that we can't help but be a part of! I also look forward to networking with you on the evolution and application of "VOC" programs to drive change, cementing the ROI of customer experience with executives, and making this work part of the DNA of employees - making it real for them beyond a mantra and a promise.
I hope to seeing you all in October at the first CXPA conference! |
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COMMITTEE UPDATES
Committee development of the CXPA form the backbone of how our association will thrive and evolve. We are very pleased to announce the following leaders who will take the helm of our inaugural committees, as noted below.
Education Committee: Establishes the education objectives and requirements, and oversees resource delivery to CXPA members.
- Desirree Madison-Biggs, Director, Customer & Partner Experience Insights, Symantec
- Sue DeLaney, VP Customer Experience, UPS
Marketing Committee: Advances the understanding and appreciation of the customer experience profession in the marketplace. - Ben Watson, Principal, Customer Experience, Adobe
- Cynthia "Cid" Rhomberg, VP of Corporate Marketing, Cardinal Health
Membership Committee: Builds support and awareness of CXPA and grows the membership and membership benefits. - Kimberly Edmunds, SVP of Customer Operations, Cox Communications
- Parrish Arturi, SVP of Customer Experience, Fidelity Investments
Networking Committee: Creates programs to enhance member-to-member engagement through social media, regional and national networking, in-person events, and mentoring. - Mike Wittenstein, Customer Experience Designer and Managing Principal, Mike Wittenstein
- Dawna MacLean, Consultant, Dawna MacLean Consulting
Professional Development Committee: Provides resources for leaders, job seekers, and recruiters to advance the profession. - Jerry Adriano, VP of Customer Experience, Sprint
- Ingrid Lindberg, Chief Experience Officer, CIGNA
Help shape the future of your CXPA! Click here to join one of these committees. You will hear much more over the coming weeks, as Committee Leads reach out to you for your involvement. |
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UPCOMING EVENTS
The CXPA is conducting a series of initial webinars in the coming months for members as noted below. If you're not currently a member of the CXPA but are interested in attending a members-only webinar, click here to learn how to join.
- June 27, 2011: Connecting Customer Experience and Loyalty: Making the Business Case - REGISTER HERE
- July 27, 2011: Role of the CCO/CXO: Success Factors, Actions, & Roadmap
- August 11, 2011: Gaining Customer Insights from Unstructured Data
- September 13, 2011: The Art and Science of Customer Experience Mapping
Also, mark your calendars for the first CXPA membership meeting on October 18-19, to be held in the Boston area . More details about this event will follow. |
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MEMBER RESOURCES
As a global community, the CXPA's goal is to share information, learn from each other, and collectively use our knowledge to shape the industry for the future. We need your help! Take this opportunity to make your "mark" in this evolving industry by:
If you have any questions about your membership or ways to get involved, please contact the CXPA Membership Administration at membership@cxpa.org.
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Our Sponsors
Gold Sponsors
Silver Sponsors
Clarabridge
ResponseTek
Bronze Sponsors
Mindshare Technologies
Satmetrix
Click here to view the Founding Corporate Members
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