Bring the CX Day Celebration to Your Company!

Busy overtasked people focused on immediate issues and problems can lose track of a larger vision and the overall customer experience culture. CX Day is that moment, a pause during the year, when your company can take a breather, refresh and recommit to the customer experience, and show the customer love in your company.

Celebrating CX Day within your organization is a great way to:

Celebrate the Day Ideas

  • Day-Long CX Educational Series
      • Organize events around the framework and show what we do to gain customer understanding (e.g., research, VOC programs), designing around the customer experience, etc.
      • Go further and carry on the series for the whole week.
  • Customer Appreciation Events at your field offices or districts
      • Invite customers to come in celebrate the day with employees
      • Go further and generate an educational program for both employees and customers to take advantage of.
  • Viral Recognition 
      • Create a movement to flood the company with recognitions and rewards from top contributions to customer service to person who parked the furthest from the entrance.
      • Inspire and promote a colleague recognition initiative leading up to the day where each employee is encouraged to show recognition and/or gratitude to someone else in the company through their own creative way.
  • Customer Journey Visualization
      • Create a visualization of the current customer journey map.
      • Go further by sending employees on a “customer journey” and ask them to record their insights and takeaways
  • “Invite the masses” to the Live Online Events
      • Facilitate a large enough space to broadcast some of the live online events like the webinar, Google+ Hangouts and Twitter chat
      • Go further by holding breakout discussion to talk about observations and lessons learned from the online sessions
  • “Stress-less” Employee Value Opportunity
      • Provide on-site shoulder massage centers where employees can take a break for 10 minutes and receive a shoulder massage
      • Go further with this by providing a recorded, fun message about the company’s customer experience that employees listen to on headphones while enjoying the massage.  “Sit down and soak up the Customer Experience”We already have several events lined up for 2014, with plenty more in the works. Click the map to register for an event near you!

2014 Company Celebrations

Here are some celebrations from last year


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Past Company Celebration Stories

Sheryl Warren, Corporate Vice President – Service, New York Life Insurance Company shares:

New York Life’s company-wide events encourage us to discuss our roles in ensuring great customer experiences.

On October 1, 2013, New York Life participated in the first Customer Experience Day celebration, which kicked off with 11 customer service leaders sharing their customer experience insights at a series of roundtable discussions in the New York City headquarters. Similar discussions about the customer experience were held at the Cleveland, Dallas, and Minneapolis Service and Underwriting Centers. 

The day was part of a larger company-wide effort to acknowledge individuals who are creating exceptional experiences for our customers, as well as creating an opportunity for us to discuss what it means to provide great customer service.

On October 10, we also participated in National Customer Service Week with a nationwide event for all of our 2200-plus Insurance Group - Service employees in our offices nationwide. Celebrating "Employee Appreciation Day" expressed appreciation to our employees for what they do every day to make every customer experience a positive one.

“We are making the customer experience the core of everything we do, regardless of where you sit in the organization,” shares Sheryl Warren, who was responsible for proposing and organizing our first Customer Experience Day. “The inaugural event we just had and the upcoming events are simply the start of many more great efforts to come.”

Customer Experience Day Activities at New York Life - October 1, 2013

  • Community Chat Rooms: Understanding Our Customers’ Experience
    Four different learning tracks focusing on the experiences of our customers, from their current experiences to what improvements we are looking to make in the future.
  • Lunch and Share
    Lunch with colleagues across the organization to hear and share first-hand customer experience stories
  • CXPA Local Networking Event
    Event Topic: Build Engagement with Online Communities, Social Media, and Voice of the Customer (VOC)
    Key Speakers: Ben Smith, VP – VOC Analytics, Verint Systems and Mike Wise, President, WebWisedom, LLC 
Sheryl Warren