What do a beach, a bank and a bunch of CXPA members have in common? The June CXPA Members Insight Exchange! This second annual event will be held June 19-20 at the iconic Hotel Del Coronado in beautiful San Diego, California.

Attendees will enjoy compelling educational sessions on leading edge topics and networking with other professionals who are passionate about CX. Like the 2012 Members Insight Exchange, members at this event will collaborate on defining CXPA initiatives and priorities that will guide our offerings for 2012 and beyond.

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Non-Member Registration Fees include a one-year membership to the CXPA.

                  Early Bird (until April 30, 2012)                            $890

                  After Early Bird (after April 30, 2012)                $990 

The CXPA is thrilled to launch the CX Innovation Awards which recognize successful and creative work in the customer experience space. These awards are for practitioners who have implemented customer experience efforts within their companies.

We encourage all practitioners to submit a nomination describing an actual initiative in any of the four categories: Voice of the Customer, Employee Engagement, Business Case/ROI or the Wild Card category.

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Are you a vendor providing innovative solutions that customer experience practitioners need to hear about? The CXPA is announcing a call for speakers for a Vendor Innovations session at the Member Insight Exchange on Tuesday, June 19. Six vendors will be selected to present their leading edge, innovative practices to our growing community of customer experience professionals.

These sessions are specifically designed to:

1. Enable CXPA members to acquire the knowledge and exposure to world class resources to help them in their customer experience leadership responsibilities.

2. Encourage vendors to present the most leading edge, innovative practices with case studies beyond the "basics"

3. Deliver an engaging learning environment and experience

Interested suppliers can submit a proposal to present in one of the three categories of our Customer Experience Taxonomy: Metrics and Analytics, Customer Journey Mapping or Customer Understanding.  

Submissions are due no later than May 18 at 8 p.m. EST. 

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We held the first Roundtable Conversation - a conference call around a specific topic that you are encouraged to dial into and share your questions, insight and experience.  Our first call was on the topic "Measuring Customer Experience."  We had 35 members on the call and discussed the definition of retention and renewal, measuring customers and breaking out channels, conjoint analysis and using metrics in new product development. 

Following our theme for April of "Metrics and Measurement," our most recent Roundtable Conversation addressed the presentation of data and metrics to executives. Numbers are crucial to demonstrating the value of the customer experience, but what are the best metrics and how should they be shared?  The discussion included what data goes farthest with leadership and what methods of presentation make the biggest impact.

Members have the opportunity to listen to the recording and view notes from the call in our Members Only area on the website.

Join now for your exclusive access to this valuable resource. 

Looking to connect with other CX professionals in your area?  Our local networking events are yet another way to engage with passionate practitioners.  Here are a few more upcoming events.  We hope to see you there!

Chicago: April 26 @ 5:30 p.m.
 San Francisco: April 30 @ 7:00 a.m.
 Boston: May 1 @ 5:30 p.m. (registration closes TODAY - April 26)
 New York: May 10 @ 7:00 p.m.
 London: May 15 @ 9:00 a.m.

The Challenge of Success; Influencing Leadership for the Long Haul

Thursday, May 24 1:00 p.m. Eastern/10:00 a.m. Pacific

Tracie Scott, Director of CX Insights Architecture & Analytics at Symantec, has been a part of a continuously growing customer experience program for five years, encountering many barriers and challenges along the way. She will discuss some of the issues and solutions around culture and leadership that Symantec has faced as their Loyalty program has matured. The solutions will be presented in a 'Influencer' framework that can be used by any Loyalty program to maximize the impact of efforts across multiple levels in the organization.

We will discuss the following challenges and how they were met:

•  Varying stages of maturity of stakeholders relative to loyalty efforts
• Loyalty metrics hijacking attempts to have pet projects approved
• Shifting long-held product- and revenue- centric behavior to customer-centric behavior
• Dealing with emerging demands with the same people, budget, systems, and resources
• Accomplishing results through influence

Join the CXPA today to attend webinars like this one!

The CXPA members-only discussion forums offer members the opportunity to share breaking news in the field of Customer Experience, ask questions and support their peers. We spotlight posts on a weekly basis in the new CXPA Bulletin and encourage members to assist where they can and share as they hear interesting facts or experience lessons learned.

A few of the forums include:

Help and Support  If you have a pressing problem or question and need quick advice from your peers, this is the forum for you. Members can also subscribe to this forum and get a notice when someone post. If you have a quick minute in your day, that you can provide support for your peers it will always be appreciated.

Channel-Specific Customer Experience Management  Have a question about designing, managing and adapting the Customer Experience within specific channel, this is your forum. Right now posts on this forum include everything from in person service to delivering top-notch service on websites and new media devices.

Employee Engagement and Internal Communications  This forum is dedicated to discussion about employees and the ability to influence behaviors and activities related to the customer experience. The recent forum started by Robin Schaffer about engaging the passion of employees for customer experience has been a popular topic and is well-read and added to by members.

These are just a few of the 19 forums currently on the member site.

SCORE Conference 2012

May 16-18, 2012

Seaport Hotel, Boston, Mass.

The annual SCORE Conference, celebrating its 10th anniversary in 2012, is where customer experience management strategy meets customer operations.

The highlight of each SCORE event is the formal presentation of the prestigious Omega NorthFace ScoreBoard Award^SM, given to organizations that, based solely on survey responses from their own customers, consistently exceed expectations for service and support.

CXPA is a Marketing Sponsor for this event. CXPA Members can attend for just $900 a discount from the regular price of $1,895.

Join the CXPA now and you can also take advantage of this membership discount.

Congratulations to CXPA member Jeannie Walters who was the lucky winner of the free registration to attend SCORE Conference 2012. Enjoy the conference, Jeannie!