Happy New Year! We are excited about working with all of our members to make 2012 a fantastic year for our association. As you'll see in this newsletter, we already have a number of things in the works that we hope you will find valuable:

 

• A calendar of Webinars, beginning with Ian Golding from Shop Direct sharing a great metrics program
• A members event in June in San Diego, following up from the very successful event in October
• Local networking events initially rolling out across different cities in the US, Canada, and UK
• Special member benefits like conference discounts 

 

We're also working on some plans to develop rich practitioner-centric content for our Website. We'll be telling you more about that over the next couple of months.

 

We hope that you will sincerely consider joining our community of customer experience professionals in 2012.

 

Warm regards,

 

Jeanne Bliss & Bruce Temkin

Monday, February 13, 2012 @ 1:00 pm EST

 

Bruce Temkin will host the webinar and share some results from recent Temkin Group research on how companies use customer experience metrics. Ian Golding will provide insights into how Shop Direct uses Operational Measures Index ("OMI") to track internal operations and Customer Satisfaction Index ("CSI") to track customer feedback. Ian will explain how the Shop Direct operationalizes the use of its OMI and CSI.

 

Registration for this members only webinar will be opening soon. Join the CXPA today to take part in this and many other exciting professional development opportunities.

The CXPA is excited to announce that a pilot local networking program is almost ready to launch. Face-to-face events will begin in the six cities with the largest concentration of CXPA members which are Atlanta, Boston, New York, London, San Francisco, and Toronto and later expand to other markets. 

 

Meetings will start in February/March. These events will be complimentary for CXPA members and $20 for non-member attendees.

 

Join the CXPA today to access this and more networking opportunities.

CONFERENCE DISCOUNTS 

 

The CXPA is pleased to offer its members discounts to events around the world. Current conference discounts include:

  

Clarabridge Customer Connections Conference
March 5-7, 2012
Doral Golf & Spa Resort in Miami, Florida
CXPA members receive a 10 percent discount off the conference registration rate.

 

Gartner Customer 360 Summit
March 14-16, 2012
Orlando, Florida
CXPA members receive a $300 discount off the conference registration rate. Join today and you can also enter to win one of two free conference registrations (valued at $2,295).
 

International Customer Experience World
March 27-28, 2012
Johannesburg, South Africa
CXPA members receive a 10 percent discount off the conference registration rate.
 

Frost & Sullivan's 6th Annual Customer Contact Europe 2012
June 10-12, 2012
Amsterdam, Netherlands
CXPA members receive a $500 discount off conference registration rates.

 

Join the CXPA today (individual membership is only $195) and get valuable discounts at events around the world.

If you are looking for a way to quickly connect to and engage with fellow customer experience practitioners, learn from others, share what you know or discover best practices - look no further than the online Discussion Forums. The ability to subscribe to and participate in these forums is just one of the many valuable benefits of CXPA membership.

 

All you need to do is sign in to the members only site and just jump right in and begin. Each topic has a volunteer moderator who will try to keep the conversation going.

 

Start making connections and expanding your knowledge in a discussion forum today.

 

Clarabridge
When companies invest in Clarabridge, they are investing in their customers. Hundreds of satisfied Clarabridge clients have seen a large ROI from enabling their company to listen, analyze, act and measure customer experience from many VoC listening posts. Schedule your complimentary CX value assessment today and discover your potential ROI. 

  

Confirmit

Great customer experiences reduce customer churn and increase referrals. Providing such experiences requires the Voice of the Customer. Confirmit captures VoC data through any channel, at any time and delivers it anywhere - so you can take action. Can you find the customer voice needle in the feedback haystack?

Corsential

Corsential, a customer experience management firm and division of Greenwich Associates, is pleased to announce the release of the Corsential Insight and Action Portal V.2.0, an upgraded and enhanced version of the company's interactive and state-of -the-art data reporting environment.

 

Medallia

Medallia offers industry's first integrated social and solicited feedback solution. Medallia Social Feedback provides dashboards, reports, workflows and analytics to help businesses monitor and respond to postings from key social media and review sites including Facebook, Expedia, Twitter and others. Currently available for the hospitality industry, the solution will be extended to other industries. 

 

RightNow

Hot off the press! RightNow's annual research shows that 86% of U.S. adults will pay more for a better customer experience. This brand-new survey reveals poor customer experience drives 89% of U.S. adults to competitors.