CXPA "Best Practice Visit" Set for Feb. 11 at Safelite AutoGlass in Ohio
Space Is Limited; Early Registration Urged
WAKEFIELD, Mass. -- January 22, 2014
The Customer Experience Professionals Association (CXPA), the international
non-profit organization created to guide and enhance the growing field of
customer experience management, has scheduled an event in its innovative
series of CX Best Practice Visits at the Safelite AutoGlass facility in
Columbus, Ohio on February 11. The program has now been opened to qualified
non-members of the CXPA.
CXPA's Best Practice Visits (BPVs) are a small-group opportunity to get a
"peek behind the curtain" from an industry leader delivering exceptional
customer experiences. Participants in this unique program obtain extensive
first-hand knowledge about successful approaches to customer experience. Those
interested are urged to register early, as there is limited space available.
Through the BPV offerings, CX practitioners can study CX best practices in
more depth and richness than is available through other means, such as
presentations or written case studies. The BPV program's actively facilitated
visits to companies that have developed strong customer experience practices
are an industry first. Structured as immersive communal learning journeys with
educational leaders, BPV events also teach participants how to apply what they
learn to their own firms.
"At Safelite, we put people first, and our obsessive focus on having talented
people who are inspired to deliver results has resulted in business growth as
well as satisfied customers," said Safelite President and CEO Tom Feeney. "We
are proud of our early innovations in customer service, such as mobile
service, email tech profiles, and our excellent contact centers. I look
forward to personally sharing what we have learned about providing great
customer experiences with CXPA's BPV attendees."
At the day-long February 11 event, attendees will learn about Safelite's
journey to become the natural choice for vehicle glass repair and replacement
services in the United States: key cultural transformations at the company
have led to its delivery of memorable customer experience. Participants will
*How Safelite chose to focus on its customers by caring about its people
*About the company's integrated talent development program, which engages
employees in customer service
*How the company has built employee buy-in by aligning behaviors to
compensation and rewards
The BPV will include active participation from Safelite President & CEO Tom
Feeney, who delivered a presentation at the 2013 CXPA Insight Exchange event.
Participants will hear from other Safelite senior leaders, and they can get a
firsthand sense of Safelite's people-powered efforts during a walk around the
company headquarters, when they will hear from employees directly.
In addition to this onsite immersive visit, attendees can extend their
learning through pre- and post-visit activities: a kick-off conference call to
outline key questions and learning objectives for the visit, a debriefing
conference call, and a discussion blog about lessons learned. As a bonus, BPV
participants may also attend the free CXPA Columbus Local Networking Event on
the evening of February 10, hosted by the Columbus Metropolitan Library, and
find out what it takes to be rated the top library in the United States.
Due to the unique nature of the BPV program, the CXPA has eligibility
requirements for attendees. They must be customer experience practitioners
within an organization (not vendors or consultants), and they cannot be
employed by a competitor of the host company. And, because the BPV program
relies on the hospitality and willingness of site hosts to open their
facilities, participation is conditional upon acceptance of a set of Rules of
Engagement. Cost to attend is $695 USD for CXPA members; for non-members the
fee is $890, which includes one year of CXPA membership.
Led by respected experts in the customer experience field, the CXPA supports
the professional development of its members and advances the field by
providing research and education, establishing standards, offering networking
and career opportunities, promoting the industry, and creating a better
understanding of the discipline of customer experience management.
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 75 Corporate Members and more than 2,400
customer experience professionals in its community. CXPA Gold Sponsors include
Confirmit, ForeSee, Genesys, Oracle, and Verint. Clarabridge, Inc.,
Corsential, LiveOps, 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
Customer Experience Professionals Association
Judith Vanderkay, +1-781-876-6208
Press spacebar to pause and continue. Press esc to stop.