Interactive Intelligence Client Success VP Wins Customer Experience Impact
The Customer Experience Professionals Association(CXPA) has honored Pam Hynes
with a CX Impact Award for her creation of the Interactive Intelligence Client
INDIANAPOLIS -- October 16, 2013
The Customer Experience Professionals Association (CXPA) has honored
Interactive Intelligence Group Inc.’s (Nasdaq: ININ) Vice President of Client
Success and Education Pam Hynes as one of its CX Impact Award winners.
The CX Impact Awards recognize individuals who help make great customer
experiences happen in companies around the world.
Hynes received the award for establishing the Interactive Intelligence client
success program in 2011, whose mission is to ensure that customers get maximum
value from the company’s products and services.
“With our corporate goal of helping companies turn customer service into a
competitive weapon, it was appropriate to start a program that enabled
engagement with our customers with the sole goal of driving customer success
by better understanding their organization and helping them see the full value
of the solution they purchased,” Hynes said. “The result is a client success
team whose sole job is to understand how these businesses operate, how they
measure customer service success, and what we can do to better address their
challenges. On behalf of the entire team, I’m proud to accept the CX Impact
Award and want to assure our customers that this is just the first step toward
maximizing the value of their investments.”
In addition to forming a global team of client success managers, Hynes has
applied performance measurements to the program using the Net Promoter System
(NPS) methodology, and has initiated a cross-departmental effort called
“Putting Customers First” to raise awareness among employees about their role
and impact on customers.
As a testament to the success of the program, from 2011 to 2012 NPS scores
improved by 45 percent and survey participation improved by 50 percent. The
program also contributed to an increase in customer reference activity, which
was up 90 percent in 2012 compared to the previous year.
Hynes has served in various service management roles since joining Interactive
Intelligence in 1996. Prior to Interactive Intelligence, Hynes functioned in
support and technical service roles at helpdesk software company, Software
Artistry. Prior to that, Hynes was a technical support engineer at American
Since Interactive Intelligence joined CXPA in 2011, Hynes has been an active
member, most recently playing an instrumental role in hosting a CX Day
networking event Oct. 1 at the company’s headquarters in Indianapolis, Ind.
The event was part of a CXPA-sponsored global celebration of the companies and
people that create great experiences for their customers.
The Customer Experience Professionals Association (CXPA) is a global
non-profit organization dedicated to the advancement of customer experience
management practices. Its members are 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
industry. The CXPA supports the professional development of its members and
advances the field by providing research and education, developing standards,
offering networking opportunities, promoting the industry, and creating a
better understanding of the discipline of customer experience.
For more information about the CX Impact Award winners, visit
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of
contact center, unified communications, and business process automation
software and services designed to improve the customer experience. The
company’s solutions, which can be deployed via the cloud or on-premises, are
ideal for industries such as financial services, insurance, outsourcers,
collections and utilities. Interactive Intelligence was founded in 1994 and
has more than 5,000 customers worldwide. The company is among Software
Magazine’s 2013 Top 500 Global Software and Service Providers, and is the
recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence
Award. It has received Frost & Sullivan’s Company of the Year Award, Contact
Center Systems, North America, for the last three consecutive years.
Interactive Intelligence employs more than 1,500 people and is headquartered
in Indianapolis, Indiana. The company has offices throughout North America,
Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive
Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Web at
This release may contain certain forward-looking statements that involve a
number of risks and uncertainties. Factors that could cause actual results to
differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE,
its associated LOGO and numerous other marks. All other trademarks mentioned
in this document are the property of their respective owners.
Christine Holley, Senior Director of Market Communications, +1 317-715-8220
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