2014 CX Impact Awards

View the archive of past winners: 2013 

CX Impact Awards.jpg
The CX Impact Awards recognize individuals that exemplify excellent customer experience and make a profound impact on their organization and its customers. From front-line employees to senior leaders, these awards showcase professionals from all backgrounds and industries who have successfully led or supported customer experience, voice of customer, or other initiatives in pursuit of specific customer experience goals within his or her organization on behalf of clients.

We are delighted to have seen so many nominations come through from various clients, companies, members, and customers, all recognizing talented and passionate CX professionals. We want to extend our sincerest congratulations to all those who were nominated; your impact on customer experience is thoroughly appreciated and humbly applauded.

2014 CX Impact Award Winners: Outstanding Practitioners

This award is aimed at individuals who practice excellence in CX within their organization or the CX industry and consistently lead or drive outstanding CX related efforts within their organization or the CX industry. Winners inspire excellence in all aspects of the CX disciplines and elevate everyone involved to a new level.

Katy Cobian

Katy Cobian
CX Manager, ACT, Inc.
Company: ACT
Twitter: @KatyCobian

Katy has been instrumental over the past year in building a CX strategy for this 50+ year-old company. She has made significant changes through the execution of a cross-departmental customer experience workshop that encouraged all to re-imagine experience. She piloted a new program to bring customers and employees together to discuss experience improvement. She has provided customers with a voice and works with empathy and competence.

Katy says: "It's an honor to accept this award on behalf of all the customer-centric work at ACT. Caring for our customers has been core to our mission for over 50 years. CX offers a methodology now to support this mindset. Through ongoing research and new Voice of Customer channels, we can design more meaningful experiences for the millions of individuals we serve each year. The CXPA has provided a rich platform for resources and peer support to fuel this rapidly growing profession."

Kristy Elmore

Kristy Elmore
Executive Director, Global Commercial Operations, Johnson Controls, Inc.
Company: Johnson Controls, Inc.
Twitter: @KristyElmore

Nancy Flowers

Nancy Flowers
VP of Client Engagement, Hagerty Insurance Agency, LLC
Company: Hagerty Insurance Agency, LLC

Annette Franz Gleneicki

Annette Franz Gleneicki
Director, VoC Consulting, Confirmit
Company: Confirmit
Twitter: @AnnetteFranz
Blog: http://cxjourney.blogspot.com

Paula Freidrich

Paula Freidrich
Customer Experience Product Owner - Creative Cloud, Adobe
Company: Adobe
Twitter: @TechCX

Jim Kaniaris

Jim Kaniaris
Vice President of Customer Experience, EXPRESS
Company: EXPRESS
Twitter: @JKaniaris

Michelle Morris

Michelle Morris
Enterprise Client Experience, Crowe Horwath, LLP
Company: Crowe Horwath, LLP
Twitter: @MorrisMichelleK

Carolyn Muise

Carolyn Muise
VP, Total Customer Experience, EMC
Company: EMC
Twitter: @CAMuise4
Blog: https://infocus.emc.com/author/carolyn_muise/

Karl Sharicz

Karl Sharicz
Customer Experience Lead, Tyco SimplexGrinnell
Company: Tyco SimplexGrinnell
Twitter: @KSharicz
Blog: http://kesghr.blogspot.com

2014 CX Impact Award Winners: Outstanding Providers

This award is aimed at individuals who are consultants or vendors dedicated to developing the CX industry through innovative approaches, trained expertise, and patient instruction. Winners inspire excellence in all aspects of the CX disciplines and elevate everyone involved to a new level.

John Abraham

John Abraham
General Manager, Medallia Institute
Company: Medallia
Twitter: @Medallia
Blog: http://blog.medallia.com

John built and led the Net Promoter Certification course as well as Medallia's Customer Experience Certification, an educational program that codifies the latest practices led by Medallia's most successful clients. He leads research projects tackling the most pressing and wide-spread issues in CX. He has created an engine for new insights and inspiration that benefits the entire CX Community. John has helped hundreds of CX professionals scrutinize their CX programs as a whole through workshops, discussions, speaking engagements and one-on-one advice.

John says: "From the first day I was involved with customer experience work as a practitioner, I knew it would be an extremely important part of my life. It's such an honor to be recognized for having an impact on others who are doing the same work."

2014 CX Impact Awards Judging Panel

Rachel Buckley, Vice President Global Customer Experience, Thomson Reuters
Lou Carbone, Experience Consultant, Experience Engineering
Tabitha Dunn, Managing Director, Customer Insights, Citrix Systems
Ryan Pellet, Senior Vice President, Nexidia and 2013 CX Impact Award Winner
Nancy Porte, VP, Customer Experience, Verint and 2013 CX Impact Award Winner

2014 CX Impact Awards Committee

Doug Balson
Ben Easaw
Tammy Feverston
Ian Golding
Jeanne Kocher
Brian Lunde
Sami Nuwar
Roberta O'Keith
Donna Peeples
Lorraine Schumacher
Kevin Zyskowsky

What Distinguishes a CX Impact Award Winner?

Achievements/Contributions
What achievements or contributions has the nominee made to the business, customers and/or the CX Industry?

Measurable Impact
What measurable impact has the nominee made on the team or organization in the past?

Distinction
How does the nominee stand out from the crowd? Be sure to include any in-house or customer recognition.

CX Industry Knowledge
What steps has the nominee taken to develop their knowledge and application of the CX competencies?