2017 US Insight Exchange


The CXPA Insight Exchange is the only CX event by members, for members. The 2017 Insight Exchange was a huge success, and our event attendees found it to be perfect opportunity to expand their knowledge and networks. There were more than 350 Customer Experience professionals in attendance. Explore the resources from the conference below.

CX Innovation Awards

The annual CX Innovation Awards are presented by CXPA to organizations/brands (that do not sell customer experience products/services) that have implemented innovative and successful customer experience initiatives.

Over the past years companies such as John Deere, Anthem, EMC, Fidelity and more have been awarded this prestigious recognition. As the industry association for Customer Experience, this award showcases significant achievements and developments in the profession. We take great honor in recognizing outstanding achievements by organizations across the globe.

Awards are given out at our annual CXPA Insight Exchange in May. 

Find out who won in 2017.

Videos of the Insight Exchange

Watch the kickoff video recapping the past 6 years of CXPA's history. 

 Watch a quick photo montage of the 2017 CXPA Insight Exchange.

Insight Exchange Photos

We had a great time learning, sharing, and networking!

Take a look at all of our 2017 event photos here.

Show & Tell

A unique aspect of the Insight Exchange is the Show & Tell session where approx. 35 CX professionals present to small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their company. 

(Access to these resources will require membership.)

Show & Tell Presentations by Topic:

Video Recordings

NOTE: These videos and resources were sent to those who registered for the 2017 Insight Exchange. Presentation materials available to share with CXPA members are linked below.

(Access to these resources will require membership.)

Keynote Presentations

The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matt Dixon, CEB

How Ideas Become Innovation
Karen Mangia, Salesforce

“How to Use Modern Technology to be More Human: Rock the Boat – Don’t Tip the Boar Over” (no slides available)
Heather Figallo, Southwest Airlines

Breakout Presentation Recordings

Verizon – Get Real! Escape the Abstract and Make It Real with Journey Reconstruction
Cary Cusumano, CCXP, Verizon Enterprise Solutions
Erin Van Remortel, CCXP, Verizon Enterprise Solutions
B2B, Practitioner Breakout

Creating and Executing Service Strategies for Any Business
Bob Azman, CCXP, Carlson Wagonlit Travel
B2B, Practitioner Breakout

“Medical Imaging Reimagined”
Jackie McAtee, Mayfair Diagnostics
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

Power to the People: How to Reinvent Your CX Culture and Make it Stick
Geeta Wilson, CCXP, Humana
B2C, Practitioner Breakout, 2016 CX Innovation Award Winner

Power of Listening
Judy Block, Citi
Michelle Brigman, Citi
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

The Year of Empathy
Mark Slatin, CCXP, Sandy Spring Bank
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

The CEO View of CX
Noah Grayson, CCXP, Walker
CCXP Thought Leader Breakout

Behind the Handlebars of Customer Experience
Sarah Simon, CCXP, Confirmit
CCXP Thought Leader Breakout

Is Your Omnichannel Strategy Customer-Centric or Self-Centric?
Raj Sivasubramanian, CCXP, Verint
CCXP Thought Leader Breakout, B2B2C

How Nike Nailed Customer Engagement and You Can Too
Martin Mehalchin, Lenati, LLC
Marisol Trowbridge, Lenati
Sponsor Breakout

Creating Moments that Matter: Using the Power of Emotion in Customer Experience
Rhonda Basler, Hallmark Business Connections
Diane Magers, CCXP, CXPA
Erica Penner, Kansas City Power and Light
Sponsor Breakout

Deliver Dynamic Workshops to Engage Employees
Chris Woolard, CCXP, Walker
Sponsor Breakout