Happy New Year! Thank you for your continued interest in the CXPA. A lot of the content in our newsletters, including this edition, is accessible in our members-only section of the website. Joining the CXPA is easy and can be done here. You will see that we offer a large amount of educational and networking opportunities, and resources for our members. Find out how the CXPA can provide you with a wealth of information that is highly valued by all CX professionals.

We have an exciting line-up of member benefits and events planned for the upcoming year and we're happy to share many of them with you in this month's newsletter.

Coming this February, we have another exclusive experience designed for our members at the Best Practice Visit. Join us in Dallas on February 28th for an inside look at Intuit's Customer Experience program. This program will be filled with demonstrations, discussion, networking and phenomenal takeaways that will get your year off on the right foot. Learn more about this opportunity or Register today!

We're continuing our dedication to focus on what's important to you. In this month's newsletter and moving forward you will see that we're highlighting that month's topic of focus throughout. All of the member-developed content, CX Tools and educational offerings for that month will tie into the designated topic. January's focus is Customer Journey Mapping. Be sure to see below the announcement of the 2013 Topics of Interest to learn more about the areas that we'll be highlighting throughout the year.

We look forward to another year working to cultivate and move forward the CX industry and are lucky to have such an active membership to share our experiences with.

Sincerely,

Bruce Temkin                            Jeanne Bliss

Co-Founder & Chair               Co-Founder & Vice Chair

Time Warner Cable Business Class provides communications services to businesses of all sizes. These services include: Internet, Voice, Television, Network Services, Cloud Services and other Industry Solutions.  In 2013, our planned customer experience initiatives  will continue to focus on increasing employee engagement through training and opportunities to generate customer experience improvement ideas. Likewise, we will introduce new processes and tools to improve the overall customer experience.

  

The Clichés "drinking from a fire hose" and "eating an elephant one bite at a time" conjure up quite an intense visual for me. For the last 18 months I have found myself trying to blend the two together. Simply put, no matter how smart you are, or the amount of business experience you may have, it is easy to become saturated with great ideas from others. Human nature is also against us as we try to implement all of those great ideas at once! Valmont Industries, Inc. joined the ranks of CXPA back in June of 2011. The organization was recommended to us while on a benchmarking visit, fishing for best practices. Our CXPA membership closely coincides with the start of our journey of Improving the Customer Experience.  

As the CXPA evolved this past year, we focused content and material around a set of six crucial topics:

• Business Benefits and ROI
• Metrics and Measurement
• Customer Centric Culture
• Customer Journey Mapping
• Customer Insights and Understanding
• Organizational Adoption and Accountability  

Don't miss the next Best Practice Visit, February 28th at Intuit. Register Now to reserve your spot!

Current job opportunities include: