Feb 6, 2013, 8:00am

The Customer Experience Professionals Association (CXPA), the international non-profit organization created to guide and enhance the growing field of customer experience management, will hold the second event in its innovative members-only program of CX Best Practice Visits (BPV) at the Intuit Inc. facility in Dallas on February 28.

Participants in this unique program obtain extensive first-hand knowledge of successful approaches to customer experience (CX). CXPA members are urged to register early, as there is limited space available and interest is expected to be high.

Through the BPV offerings, CXPA members can study CX best practices in more depth and richness than is available through other means, such as presentations and 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.

"Intuit has been obsessed with delivering great customer experience for 30 years. Since being one of the first major companies to embrace and implement the Net Promoter Score (NPS), nearly 10 years ago, we have continued to develop and refine our approach," said Brian Andrews, Vice President, Customer Experience & Business Excellence at Intuit. "We are looking forward to sharing with other members of the CXPA what we have learned about delivering delight to our customers."

At the day-long February 28 event, attendees will learn about Intuit's simple three-step model for creating an optimal customer experience. Participants will hear from Intuit's senior leaders and frontline coaches, and they will discover through hands-on exercises how Intuit develops solutions and experiences. Attendees will tour the facilities, and they will learn how Intuit engages employees, builds an environment conducive to collaboration, and drives innovation throughout all levels of the company and across all disciplines. 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.

"It was a privilege to host the inaugural CXPA Best Practice Visit last fall and help advance the field of customer experience management,” said Diane Simmons, vice president, Customer Experience at Fidelity Investments. “We were proud to share Fidelity's heritage of putting customers first during this highly interactive event, where participants and hosts learn from each other. I urge other CXPA member companies to attend and/or host a BPV to continue the spread of customer experience insights and best practices across industries.”

Due to the unique nature of the BPV program, the CXPA has established eligibility requirements for attendees. They must be current CXPA members who are customer experience practitioners within an organization (not a vendor or consultant), 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 per person per BPV session, and CXPA members can register online.

Led by respected experts in the customer experience field ‒ Bruce Temkin and Jeanne Bliss, co-founder and vice chair ‒ 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. More information about the CXPA’s membership structure, benefits, and dues can be found at www.cxpa.org/join.

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 industry.

Founded in April 2011, the CXPA has 85 Corporate Members and over 1,800 customer experience professionals in its community. CXPA Gold Sponsors include Confirmit, ForeSee, Oracle Corporation, SapientNitro, SAP America, Inc., SAS, Tealeaf Technology, Vivisimo, and Vovici, a Verint Systems Company. Achieve Global, Clarabridge, Inc., Corsential, Interactive Intelligence, 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 respective holders.