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CXPA Best Practice Visit (BPV) at Intuit

On February 28, 2013 Intuit will host the CXPA’s 2nd Best Practice Visit.

Intuit has been obsessed with delivering great customer experience for 30 years. As one of the first major companies to embrace and implement the Net Promoter Score (NPS) nearly 10 years ago, the company has developed and refined its NPS system and approach for delivering delight by learning from some of the best companies in the world.

At the February 28 Best Practice Visit event, you will learn Intuit's simple three step model for creating promoters… 1) design for delight, 2) execution for excellence, and 3) creating a high performing organization focused on the customer. You will learn from Intuit's senior leaders, frontline coaches, and through hands-on exercises how Intuit develops solutions and experiences.


The fee to participate in the Best Practice Visit is $695 USD for members and $890 for non-members (includes one year of CXPA membership). Attendees will be responsible for all of their own travel plans and expenses.  Read the eligibility requirements below before registering!

Click here to register.

Cancellation Policy: Cancellations received on or before January 28 will be refunded 100% of the registration fee. Cancellations received January 29 - February 15 will be refunded 50% of the registration fee; Cancellations after February 15 will not be refunded; no shows will not be refunded.

Accommodations: Hotel rooms are available at a discounted rate of $142.00 per suite per night at the Embassy Suites Dallas -Frisco/Hotel, Convention Center & Spa for any BPV registrants! Please note: A block of rooms have been reserved for February 27, 2013 - March 1, 2013. The special room rate will be available until February 7th or until the group block is sold-out, whichever comes first.

To book your room with the discounted room rate, please click here.

BONUS NETWORKING EVENT: Arriving the night before? Attend the CXPA Dallas Local Networking Event on the evening of February 27.

Agenda: (Subject to Change)

Learning Objective
8:00am to 8:45am
8:45am to 9:15am
Learning Journey Overview
Best Practice Visit Overview & Introductions
9:15am to 10:15am
Customer Experience Model
Intuit Net Promoter System & CE Model
10:15am to 10:30am
10:30am to Noon
Design 4 Delight (D4D)
Design 4 Delight (D4D)    Program overview leading in to the deep dive  sessions
•   Supported by Innovation Catalysts
•   Rapid experimentation with the NEXT Tool
•   Innovation walk available at lunch to showcase examples
Noon to 12:30pm
D4D - Innovation Catalysts
Deep dive on Innovation Catalyst Panel (Pre-reading HBR Innovation Catalyst)
12:30pm to 1:30pm

1) Table-top discussions, key takeaways from morning activities and QA with Intuit senior leaders
2) Networking
Lunch / Morning reflections / Informal Q&A
Innovation Walk for Attendees

1:30pm to 2:45pm
E4E - Close Loop System
System overview leading in to the deep dive  sessions
•   Tool enabling those closest to the work
•   Live customer Call Backs
2:45pm to 3:00pm
3:00pm to 4:00pm
HPO – People Systems
The systems, tools, and programs that support Intuit’s name on Fortune Top 100 companies list
•   AES
•   Leadership programs
•   Networks/Special Interest Groups
4:00pm to 4:15pm
1) Feedback
2) Reflection
Wrap up / next steps

4:30pm to 5:00pm
Final networking and sharing opportunity
Informal coffee and snacks…
1)    solicit any need for additional clarity…if any interest
2)    Reminders share critical takeaways
3)    Question group about next steps when they return
Optional Dinner
We will find a location nearby for a fun dinner. Attendees will be responsible for the cost of the dinner.
Want to share artifacts around the room – provide attendees a broader sense of Intuit
•    Collaboration spaces
•    Customer Safari’s
•    Examples of minimum viable products
•    First use A/B testing
•    Next Tool
•    2X2
•    Innovation walk
•    Accountant Council
•    Close customer connection philosophies

Prior to registering please ensure you meet the following eligibility requirements to attend the BPV session:

  • Be a customer experience practitioner within an organization (Not a vendor or consultant);
  • Cannot be a competitor of the host company (the host company to make final determination within five days of completed application);
  • No more than three people may attend per company and
  • All attendees must accept the BPV Rules of Engagement.
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