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Coffee Chat with Gabe Smith, CCXP

Join CXPA's Content Manager Gabe Smith, CCXP as he kicked off CX Day celebrations with hot coffee and reflective conversation on the state of Customer Experience.

Ready to join the conversation?  Download Gabe's discussion guide ... or start your own conversation!

CX Impact Award Winners

CX Impact Awards recognize individuals who positively impact the experience of their organizations’ customers. These awards showcase professionals who have successfully led customer experience initiatives that make a profound impact on their organization and its customer or the CX industry. In this video, watch as the 2019 winners learn the good news.

On CX Day, we held a special webinar to announce and celebrate the award winners.

Webinar & Panel Discussions

Webinar: The Survey Is Dead… A Survival Guide for CX  (Delivered October 1, 2019)

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Everyone is sick of surveys – and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly. CX teams need to look at the implications of this situation for their programs.

In this webinar, Claire Sporton, SVP CX Innovations at Confirmit tackles this problem head on. She covers ways to identify sources of insight that don’t involve sending yet more surveys to customers, helping to overcome dwindling response rates. She also looks at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source.

About the Webinar

In this webinar, you’ll learn:

  • How to ensure that your CX program does not “die” along with the traditional survey.
  • Clear steps to ensure that your program becomes a lean, mean change machine that triggers real business benefits.
  • Ways to kick-start your thinking on feedback capture options which are more palatable for your customers but deliver the insight that you need.

About the Speaker

Claire Sporton is Senior Vice President, CX Innovation at Confirmit. Claire has a passion for building truly customer-centric cultures that inspire change and deliver measurable business improvement. In her role, she focuses on driving forward the discipline of CX Management and ensuring that Confirmit provides the technology and expertise that organisations need to empower and inspire everyone across the organisation to do the right thing. Claire was a winner of the 2018 CX Impact Award, a prestigious award issued on CX Day by the CXPA.

With a background in Psychology and Systemic Management, Claire has over 20 years’ experience as a consultant and CX practitioner, leading companies to empower everyone to be accountable for improvement, motivate individuals to work differently and predict and monitor real business impact.

View Webinar

Claire Sporton Headshot

Claire Sporton
Senior Vice President,
Customer Experience Innovation at Confirmit

Panel Discussions 

Core Competency Fresh Thinking Panels: Strengthen your CX knowledge and listen to CX Day 2019 panel discussions on each of the six competencies of the CXPA CX framework.

  • Building (and Sustaining) a Customer-Centric Culture
  • Challenges and Opportunities: The Current State of VOC and Where It’s Headed
  • Organizational Adoption & Accountability
  • The Journey towards CX Maturity – The Power of Knowing Where You Are and Where You’re Going
  • Unleashing the Power of Employee Innovation in Experience Design
  • One Size Doesn’t Fit All: Determining the Right CX Success Metric(s) for Your Organization

Building (and Sustaining) a
Customer-Centric Culture

– MP3 Audio File –

The Current State of VoC,
and Where it’s Going

– MP3 Audio File –

Breaking Down the Silos –
and Keeping Them Down

– MP3 Audio File –

The Journey Towards CX Maturity

– MP3 Audio File –

Experience Design & Innovation

– MP3 Audio File –

Metrics, Measurement, & ROI

– MP3 Audio File –

What is CX Anyway?

Innovation Awards Gallery

CX Innovation Awards

What better time to celebrate amazing CX efforts than CX Day? On CX Day, celebrate Innovation Award winners and finalists and learn exceptionally savvy CX approaches. Our CX Innovation Awards are granted to organizations or brands that do not sell CX products or services but have implemented successful CX initiatives. This award highlights achievements and developments in the profession. We take great honor in recognizing the outstanding achievements across the globe. We hope you and your team learn a lot from these accomplished organizations.

Explore finalist submissions and winners’ videos revealing how they create unforgettable experiences for their customers.

See More From the Innovation Awards

10-Minute Takeaway Videos


The CXPA wants to thank all of our CX Day sponsors who have helped make this day possible. They have created 10-Minute Takeaway videos to make this CX Day even brighter. Take a look at this year’s submissions to learn more about what our sponsors have been up to.

Avtex

Contentsquare

Genesys

InMoment

Kustomer

Medallia

Quadient

Verint

Voxpopme