Blue Cross Blue Shield of Michigan and Sage Win CXPA 2013 CX Innovation
Winners Announced and Finalists Honored May 14 at CXPA Members Insight
SAN DIEGO -- May 15, 2013
The Customer Experience Professionals Association (CXPA) yesterday revealed
the winners of its 2013 CX Innovation Awards: health insurance provider Blue
Cross Blue Shield of Michigan, and Sage, a provider of accounting and business
management software. Five finalists and the two winners were honored at a
special ceremony during the CXPA's third annual Members Insight Exchange, held
at the Hotel del Coronado.
The CXPA is an international non-profit organization created to guide and
enhance the growing professional field of customer experience management. The
CX Innovation Awards recognize new practices that improve customer experience,
result in strong business impact and advance the field of customer experience
for other organizations.
The 2013 winning submissions are:
*Blue Cross Blue Shield of Michigan: Customer Experience Room
The Customer Experience Room helps employees better understand and
empathize with customers and fosters enterprise-wide employee engagement
in improving the customer experience. The mobile, interactive room offers
an immersive learning environment that allows employees to “walk in the
shoes” of customers, through a series of exercises designed to meet a
variety of learning styles. Using self-guided navigation, employees walk
through customer persona scenarios and see both the customer pain points
and improvement initiatives underway. The innovative Customer Experience
Room has spurred numerous business improvements.
*Sage: Sage Advisor: Personalizing the Customer Experience
Sage Advisor successfully addresses three main customer experience
challenges: (1) helping new users get started, (2) helping existing users
work more productively, and (3) making it easier for users to solve
problems. Sage Advisor delivers contextualized messages to customers at
the time that they need the information, in a brief and unobtrusive way.
Users receive messages based specifically on what they are doing, based on
rules sent out from Sage. Additionally, if Customer Support sees a trend
or issue in customer calls, Sage Advisor can send out a message to
proactively address it, saving customers time and effort and saving the
company support costs. In addition to improvements in customer
satisfaction and reduced costs, this initiative has resulted in increased
product usage and customer productivity.
The additional finalists are:
*Autodesk: Connecting the dots: Linking attitudinal and behavioral data
*Barclaycard US: Voice of the Customer
*Oklahoma City Thunder: E.E.C. – This is how we CLICK!™
"It is impressive to see the growth in sophistication, ingenuity and value-add
of submissions from year to year. There were many achievements among this
year’s submissions, so it was a challenge for us as judges to select the best
of the best," said Yvonne Nomizu, leader of the CX Innovation Awards
Committee. "All who submitted entries are to be commended for their creativity
and commitment to customer experience, and the winners should be proud of
their stand-out innovations. Once again, on behalf of the CXPA membership, we
are fortunate to learn about and benefit from these advances in the field of
2013 marks the second year of the CX Innovation Awards. Information about the
2012 winners can be found on the CXPA website.
About the CXPA
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
Founded in April 2011, the CXPA has more than 75 Corporate Members and 2200
customer experience professionals in its community. CXPA Gold Sponsors include
Confirmit, ForeSee, SAP America, Inc., Oracle, Vivisimo, and Vovici, a Verint
Systems Company. Achieve Global, Clarabridge, Inc., Corsential, Interactive
Intelligence, Mattersight Corporation, Medallia, ResponseTek and TNS are CXPA
Silver Sponsors. For more information, visit www.cxpa.org.
^Customer Experience Professionals Association, CXPA, and the CXPA logo are
trademarks of the Customer Experience Professionals Association.
^All other company names mentioned may be trademarks or registered trademarks
of their respective holders.
Customer Experience Professionals Association
Judith Vanderkay, +1-781-876-6208
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