News Release
For more information:
Judith Vanderkay
+1-781-876-6208
press@cxpa.org
FOR IMMEDIATE RELEASE
Spotlight on Innovation in Customer Experience Management at the Second
CXPA Members Insight Exchange
"Truly a community event: the people involved really want to learn from one another"
-- attendee Jim Bampos of EMC
WAKEFIELD, Mass. – June 29, 2012 ‒ The second annual Members Insight Exchange of the Customer
Experience Professionals Association (CXPA), an international non-profit organization created to guide
and enhance the growing field of customer experience management, held last week in San Diego,
highlighted innovation in all contexts, from members' case studies and "show and tell" sessions to
engaging keynotes and member-led discussions for advancing key areas of interest.
"This is a fantastic event, even a cut above the first one we had in Boston," said attendee Karl Sharicz of
SimplexGrinnell.
For the nearly 200 customer experience leaders and professionals in attendance at the Hotel del
Coronado, the event was a unique opportunity to share their experiences and expertise and to network
with and learn from their peers. Highlights included:

An exclusive "Show and Tell" session, where 18 representatives of CXPA member companies
shared the tools they use in their customer experience work. These CX tools will soon be in the
online library the CXPA is creating for its members. Short video presentations from some of the
participants are publicly available.
"I'm going home with a new set of motivations, objectives and a better toolkit, to take the
customer experience to the next level," said attendee Sandra Fornasier of Ciena.

The first "CXPA Extra Mile Awards," given to members who provide outstanding service and
value to the CXPA. The 2012 winners are Mike Wittenstein of Storyminders, Dawna MacLean of
Dawna MacLean Consulting, and Diane Simmons of Fidelity Investments. Wittenstein and
MacLean spearheaded the CXPA’s successful local networking effort, which has already resulted
in dozens of events across North American and in Europe. Simmons led the creation of an
innovative new offering from the CXPA, Best Practice Visits, where CXPA members can
participate in immersive learning experiences within best practice companies.

"The CXPA Unconference" – a creative session where CX professionals identified the most
important issues they were facing and organized themselves into groups to further discuss those
issues and brainstorm potential solutions to challenges. Discussions evolved around topics such
as taking your CX program to the next level, customer experience for B2B companies,
transformation and change management, plus metrics and customer journey mapping. Attendees
shared ideas and solutions for kicking off a customer experience strategy. They also discussed
how to deal with time constraints that result from CX professionals being spread too thin across
their organizations.
"It feels like family – a very supportive, nurturing environment," said attendee Diane Magers of
Sysco Corporation.

The first “CX Innovation Awards,” given to the top submissions out of nearly 100 nominations
received, including Fidelity Investments, ICW Group, Memorial Health System, PHH, and
UnitedHealthcare Medicare & Retirement

Vendor Innovation Presentations from six CX companies, which were competitively selected
based on judging of their proposals: Allegiance, Confirmit, Ipsos Loyalty, PeriscopeIQ, PwC and
The Service Profit Chain Institute

Inspiring keynote addresses by speakers from 1-800-GOT-JUNK?, USAA, Umpqua Bank and
Signature HealthCARE

Dynamic presentations from CXPA member companies Adobe, Atlassian, Citrix, Microsoft, Prime
Therapeutics, Sysco Corporation, UnitedHealthcare and Zocdoc, with moderators from APAC
Customer Services, SimplexGrinnell and SmartSkin Innovations, Inc.

Meetings of the CXPA's five committees -- Education, Marketing, Membership, Networking, and
Professional Development -- at the end of the event to plan for the continued evolution and
enhancement of the CXPA's capabilities and offerings for its members
"I'm very pleased to say that the CXPA's innovations at this year's Members Insight Exchange, especially
the member-oriented and unique sessions such as Show and Tell, strongly boosted the conference's
success, driving home our message that attention to customer experience adds business value," said
CXPA vice-chair and co-founder Jeanne Bliss. "The combination of meeting, community building, and
fearless sharing is one of the most valuable aspects of the CXPA, and we are pleased that our second
event accomplished this for our members."
The CXPA Members Insight Exchange was kicked off by industry leaders and CXPA co-founders Bruce
Temkin and Jeanne Bliss, who provided an update on the remarkable growth and success of the CXPA to
date, along with detailed plans for the future. The CXPA website has all the program details.
"What I take away from this event is that there are terrific practices happening out there," said attendee
Parrish Arturi of Fidelity Investments. "People are clearly passionate about creating exceptional
experiences, and the community that we have is dedicated to advancing not only their companies' efforts
but the customer experience profession as a whole."
The 2012 Members Insight Exchange was generously sponsored by Mindshare Technologies,
PeriscopeIQ, Questback, The Service Profit Chain Institute, Strativity, and Vivisimo; media partner was
CustomerThink. Additional sponsorship support was provided by BrandTrust, Confirmit, MarketTools and
Responsetek.
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 79 Corporate Members and more than 1,500 customer experience
professionals in its community. CXPA Gold Sponsors include Adobe, Confirmit, Medallia, RightNow
Technologies, SapientNitro, SAP America, Inc., SAS, Tealeaf Technology, Vivisimo, and Vovici, a Verint
Systems Company. Clarabridge, Inc., Corsential, Mattersight Corporation, and ResponseTek are CXPA
Silver Sponsors. For more information, visit www.cxpa.org.
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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.