Warren Enteria, Head, Business Quality Management Division, Cebuana Lhuillier
“HOW IS YOUR COMPANY CELEBRATING CX DAY?”
For 2017, the Company’s Quality Month celebration focused on the theme “Fly High with Quality”. Similar to the previous year’s celebration, we invited our loyal clients to a forum where they shared their service experiences. Clients who transacted at our branches on Valentine’s Day were also given sweet treats. On the other hand, employees who were early birds (i.e., came to work early), and those considered as high flyers (i.e., outstanding performers) received tokens and a buffet dinner treat. The offices in the Company’s headquarters were decked with airport and plane-inspired decorations, while employees wore their best cabin crew and airport-inspired outfits and received complimentary snacks. The month-long celebration culminated with the “Ikaw Na Ba Si Ken?” contest, a search for the next male image model of the Company’s Knowledge Exchange Network (KEN) System.
For CX Day 2017, we recognized employees who were commended by their clients for providing quality service. In this activity, employees who garnered the top scores in our Client Service Mastery Program were given certificates of recognition, tokens, and points in our online rewards system. To reinforce the company’s culture of recognition, the “Give Feedback, Get Points” activity encouraged employees to commend their internal clients through “Serbisyong Bida Best”, our internal feedback system. Randomly selected clients who accomplished the commendation survey also received points.
At JDA, we value our customers! Our ongoing pursuit of excellence underscores our core values of becoming world-class partners and building best-in-class relationships. In honor of CX Day 2017, we are celebrating our customers and thanking them for entrusting us with their business.
Last year at this time, we created the JDA Chief Customer Office. Since its launch, we have taken efforts to engage and empower the voice of our customers, creating better transparency and enhancing our ongoing commitment to excellence.
Starting with CX Day, we want to show our customer appreciation by visibly displaying the ‘I ♥ Customers’ theme this year. We have created an outlet for JDA associates to share their appreciation of all of our customers on social media – check them out on JDA’s Facebook, Instagram and Twitter channels! We believe in the importance of creating meaningful and unique customer experiences and have organized friendly competitions and trivia contests for our associates focused on learning.
At JDA, we realize that we must earn the right to grow by improving our customers’ lives. We are doing just that by making our customers our number one priority, this day and every day!
This CX day at CloudCherry is all about sharing the success of great CX, being thankful for everything CX has done for us as a company and as individuals, and finally, challenging ourselves with our CX knowledge (maybe a way to brush up?)
So here’s what we did!
- Released the success story of one of Arizona’s largest Credit Unions, and how they transformed Member Experience with us. If you’re interested in checking the success story out, please do click here: https://www.getcloudcherry.com/success-stories/desert-schools/
- Our team got together from all around the globe to share a personal thank you video to all our delightful customers – because who would we be without them (sorry, no link here! This one’s only for our special customers ;))
- What’s your CX quotient? We ran a quiz in all our offices, jeopardy style and great prizes and honours lined up for the winners!
At CloudCherry, we don’t just satisfy. We Delight!
Actsoft’s 2017 CX Day focus is on leveraging ‘employee experience’ and ‘CX intelligence’ to deliver exceptional Customer Experiences.
Employee Experience empowers employees to be the best that they can be and to “live” the company’s CX principles every day.
- Each employee receives a “CX Motivational Item” that reinforces expected CX behaviors.
- Launch the new “CX Library” with books on CX, motivation and self-growth.
- Annual Actsoft “CX Meme Contest”. Memes based on our CX guiding principles. Prizes awarded.
- “CX Day Video”. Video message to our customers from the Customer Experience department’s employees published on the company website and social media channels.
CX Intelligence provides the data that helps us improve customer processes and insight that helps us improve customer interactions.
- Launch the new “CX Business Intelligence Dashboards” – real-time insight into customer interactions and predictive analysis.
- Open CX education session: David Knight, Vice President, Customer Experience reviews talking points from a recent seminar, “7 Psychological Secrets of Great Customer Service”.
- CX leadership team attending the CXDAY.org Keynote Webinar: WHAT IN THE WORLD (of CX)
- “Educational Activity” – CX educational content provided to employees. Each employee must complete educational activities. Each CX employee submits a written recap of what they learned and how they will use it in their day-to-day activities. Prizes awarded.
Thank you CX Day.org! Actsoft CX | Global Customer Experience Center Next Level Customer Care. Unmatched Customer Value. Actsoft.com
- CX Speakers Corner -> share memorable customer experience stories
- Customer Hero Nomination
- Celebrate Company Values that has “customer” at the core
- Play room with CX games
We are excited to join our first ever CXDay. We enabling employees to participate in 2 ways: Appreciation – We all travel on Airbnb so the first opportunity is to send a beautiful card to our favorite host, expressing appreciation for our stay and for being part of the Airbnb community; Empathy – sign up for a Support shadowing experience to learn about customer issues and Airbnb’s response.
H. Y. Group
We conduct a customer experience competition. Each of our 500 employees is asked to provide an exceptional customer experience to its customers on the CX DAY. The top ten employees who will give the best experiences will make it to the big final, where the happy winner will be chosen and win LG OLED TV !
CX Day is a great opportunity for us as an organization to acknowledge our employees, all who strive to be true to our core value of Customer Focus.
As a collective team, we are proud to exhibit extreme and active dedication to our customers, exceeding their expectations at every turn. We are committed to establishing loyal customer relationships that last and we work tirelessly to provide world-class service. Advocating for our customers is paramount to everything we do. As an organization, we continually strive to improve the customer experience at every touchpoint.
On CX Day, we are going to honor our customers and employees in a big way with companywide celebrations, swag and fun.
Here is a sneak peak of DraftKings’ CX Day 2017 activities:
- CX Day All Hands Meeting and Rally
- Employee Appreciation Lunch
- Customer Swag Giveaways via Social Media
- Free Customer Contest
Este año optamos por realizar una serie de eventos online con Google Hangout, donde nos conectaremos con diferentes expertos de Chile, España, Argentina, Perú y Uruguay para conversar sobre diferentes temáticas.
Estas son sesiones de 60 minutos y tendrán la fluidez de una conversacion entre expertos y apasionados que comparten sus experiencias con la comunidad.
Estas son las fechas de los paneles online:
3 de Octubre
¿Cómo innovar en las empresas con Customer Experience (CX)?
10 de Octubre
¿El Customer Experience es necesario para PYME?
17 de Octubre
¿Cuál es el estado del Customer Experience en América del Sur?
24 de Octubre
¿Cuál es el propósito de cuidar las experiencias del cliente?
31 de Octubre
¿Cuál es la calidad real del CX en Chile?
We’re celebrating the CX Day day in our offices in San Francisco, Cleveland, St. Louis, Ann Arbor, and London – with team lunches and celebratory cake. Our employees – from developers, to analysts, to customer support – are all focused on helping clients deliver better customer experiences AND on making sure our clients also have a great experience. We’re so excited to celebrate it for the first time this year and are looking forward to even more exciting celebrations next year!
On October 3rd we will celebrate at OTEAcademy CXDay for the 5th time. It is every year a very special day for us, both employees and visitors! Our celebration is going to be both networking and festive. We organize a networking session of three hours for cx experts from companies in Greece of various fields that believe and invest in customer experience. The attendees will have the opportunity to share a cx story of their company, their experience and best practices. After the networking session, at the yard of OTEAcademy, we have organized a big CXDay celebration that will attend around 400 people, with music, cocktails, finger food, happenings and surprise gifts!
Yara is the largest fertilizer company in the world and one of the most respected and widely recognized brands in agriculture. We partner with farmers worldwide to optimize yields, reduce environmental impact and improve crop quality and nutritional value. We are located in more than 60 countries and we sale our products to about 160 countries. In 2016, Yara created a Customer Experience area, becoming the most important pillar of the company’s strategy. To Celebrate CX day, we will hold a big event in each of our factories and officers scattered throughout Brazil. The event will have a special lunch for all employees. A reading will be made by local managers focusing on the importance of placing the client in the center of everything and thanking for all the projects and improvements made throughout this year that improved customers life.
On the 3rd of October DFA (Dark Fibre Africa) will be officially launching our CX to the Power Infinity Programme. This will also be a day where all DFA ambassadors will be coming together as a team to celebrate our passion for providing the best experience to every one of our clients in every interaction with them. Our 3 offices in Johannesburg, Durban and Cape Town will be participating in the celebrations with other companies across the globe. Watch out for the photos from this awesome event.
More info about DFA: www.dfafrica.co.za
The Select Group
The Select Group is excited to participate in our second year of CX Day celebrations. We will kick off the celebrations with a Customer Appreciation Golf Tournament where we are headquartered. Along with catered meals and a white-glove experience on the golf course – we will also recognize and thank our customers with a number of raffle prizes and tournament prizes. Over the 2017 year, we have been executing monthly satisfaction surveys sent to our customers and to recognize the many customers across North America who have participated, we will be sending over 600 packages filled with goodies and our thanks out to those who have participated in our surveys to thank them for their feedback and thoughts. It is because of their suggestions that we are able to continually improve and develop the TSG experience. Last but not least – in addition to social media promotions to our 15,000+ follower audience, our annual CX Day newsletter will be sent out to all of our employees and customers. In this, we will highlight a number of new benefits offered being launched to the TSG community. These benefits include retail discounts, as well as discounted IT training and certifications.
“Zain on the occasion of international CX day will have several activities such as • CX champions Award on behalf of our customers based on VoC survey results, • Executives in the field • Internal and External Media Campaigns (internal screens, and social media campaigns) • In house Events about Customer Experience”
On October 3, 2017, FINCA Impact Finance will celebrate its 3rd Annual CX Day, a global celebration of our customer-centric culture and recognition of colleagues who create exceptional experiences for our customers every day. Our headquarters in Washington, DC along with our 21 Subsidiaries across Africa, Eurasia, Latin America & Caribbean, and Middle East & South Asia will be participating in the following activities:
Celebrate and Recognize!
- CX Day Celebration: At our headquarters we will gather for a celebration which will include a message from leadership and a fun raffle. We will also have a thank you campaign building up to CX day to acknowledge our staff in a meaningful way. Our Marketing Managers are planning unique celebrations in all of our countries.
- CX Day Photo Competition: colleagues from the frontline in our branches to our Headquarters are submitting customer stories through photos on the impact of FINCA. We will hold a virtual vote on CX day to select the winner.
- FINCA STAR AWARD: Our third annual FINCA Star Award will be launched on CX day. This award recognizes employees across our global network who exemplify FINCA’s customer-centric culture.
Hold Ourselves Accountable
- Global Internal (Staff) CX Pulse Check: The results of our annual CX pulse check survey (administered to all 10k+ staff), that measures our progress on being a customer-centric company, will be shared on CX day.
Build Awareness and Knowledge
- Launch of first ever CX virtual Course: We are launching our “Leading CX” eCourse to help align all of our 10,500+ employees around the network on FINCA’s CX strategy.
We’ll be celebrating customer centricity by recognizing how non-front facing teams contribute to our company culture value, ‘Users Win, We Win’. Everyone cite examples of how someone non-customer facing still contributes to great customer experience for our users, whether supporting our customer facing teams or developing systems and processes that deliver a seamless customer journey.
We will consolidate all the entries and present them company wide to recognize how every person has a part to play in delivering world class customer experience. We’ll be immortalizing these nominations in a personalized CX Day 2017 key ring for each person to keep as a memento of the celebration.
- Attending all the online events! “See you” there and on Twitter!
- CCXP Exam Prep Course Live Webinar
Tuesday, Oct 10: Culture, Adoption & Accountability
Wednesday, Oct 11: VoC, Design & Improvement
Thursday, Oct 12: Metrics & ROI, Strategy
8-10:30 AM US Pacific time each day
Use code “CXDAY17” for 30% discount
- Join our launch gala!
Livestream demo of ClearAction Value Exchange
Wednesday, Oct 25, 7-7:30 PM US Pacific time
ClearAction Value Exchange members engage in self-discovered, collaborative, virtual and in-person experiences – co-created by industry-experienced experts and peers – to drive sustainable results across the customer value continuum.
- See Lynn Hunsaker’s article in the CX Day Blog Carnival on October 2nd: “Customer Experience Professionals’ Essential Toolkit”!
Dixon Huges Goodman LLP
DHG professionals will join in celebrating CX Day through a focus on our cornerstones of client service and recognizing outstanding contributors.
Each day during the week of October 2nd DHG will emphasize a different cornerstone, which will be presented on computer boot screens and brought to life through stories and quotes on our intranet.
We will also offer our professionals an action they can take each day, such as taking a client service self assessment, calling on a client to thank them for their business, writing a positive review for someone that provides them great service, or recognizing a co-worker through our internal recognition system.
On CX Day we will recognize the 2 employees (1 client facing and 1 non client facing) with the most service recognitions year to date.
Free Conference Call.com
FreeConferenceCall.com can’t think of anything better than thanking our hardest working department — who also happen to be the backbone of our company — and we wanted to go big. We want to thank our Customer Care team for making the customer experience smooth, reliable and tailored to each individual that calls into our queue.
Our headquarters office will be producing a single shot music video — inspired by ‘The Office’ — where our camera crew will swing by each desk and employees from HQ will pop up with a sign thanking a specific customer care representative. At the end, we will all meet back up in the conference room for our grand finale joined by confetti, balloons, and our CEO who will thank our customer care team for their exceptional work.
After the presentation of the video, we will provide our Customer Care team with some delicious pizza for lunch, because what would CX Day be without pizza!?
We hope you all enjoy our idea and tune in to our social outlets to view the video! Happy #CXDay from our company to yours!
As we are in a small market we are going to try and raise CX awareness in the area for the day. We are talking to local press and are optimistic we will get coverage.
On CX Day in Victoria, BC Canada our intent is to create “Random Acts of CX” where we are going to recognize what we believe are CX leaders in the community. We will stop by their organizations with CX awareness information (think books, CXPA literature) combined with balloons and some treats to recognize their efforts and inform them there are professional resources available like the CXPA to further their efforts in CX.
Our team will join online CX sessions in other markets for inspiration and ideas for next year.
Concurians around the world will join in celebrating our customers by learning more about CX and how various teams use the insights we gather to take action on customer desires.
Bellevue Concurians will have an opportunity to share treats and customer stories through an open house. Digital signage within the organization will highlight customer stories, key quotes, statistics, and other information designed to spur interest in learning more. Representatives from the department will be available to chat with others looking to find out more. Of course, we’ll have stickers to commemorate the event!
We’re learning, we’re networking, we’re celebrating!
At Confirmit we are celebrating CX Day with a 5 week campaign called “Countdown to CX Day”. Each Tuesday we highlight one of our customers’ successes in CX by sharing their story via email, social media and with a blog post on Confirmit.com. The campaign launched on September 5th with a focus on RS Components, whose VoC program covers 29 markets, 17 languages, 9 activities, and a combination of 7 channels.
In week 2, we highlighted Siemens. The company’s NPS has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, a result that few surveys (even great ones) achieve in the long term.
We will continue to celebrate our most successful customers over the next few weeks and look forward to participating in the LNE’s around the globe on October 3rd!
North American Bancard
Everyday Superheroes: Helping Our Colleagues, Our Customers, Our Community Take Flight is our theme. We are planning a week long event with a couple of days focused on our colleagues involving fun superhero-themed activities and food; a couple days focused on our customers and thanking them for their business; and a day focused on our community partners – inviting them in to talk to colleagues about their programs, how NAB is currently helping and other ways that our colleagues can get involved and help.
The CX Day will focus on:
- Education of how to drive customer focused thinking
- Promotion of customer experience behaviors already happening in the enterprise
CX Day will be comprised of:
- Videos of Provider Stories, Account Manager Stories, Usability studies, and a survey verbatim videos
- Infographic on survey data
- ‘Smile Campaign’ involving a photo booth, speech bubbles saying, ‘I’m customer obsessed’
We strongly believe in our company in the correlation between employee and customer experience. This is how we at Qentinel will show to our customers and colleagues how we appreciate them on CX Day:
- We will bake cinnamon rolls, very traditional Finnish pastry, with a group of colleagues and will deliver them freshly baked to our
customers on Tuesday Oct 3rd. We will decorate the pastry with little hearts and messages and will take a nice photo with customer
when delivered and share the moment also in social media #CX Day. #korvapuustipaiva (=cinnamon roll day).
- Show your appreciation to your colleagues: As we’re usually quite modest and a bit timid in Finland, we will take extra care to give
positive feedback and show our colleagues that we appreciate them and explain why (for example writing notes to each other). Every
Qentinelian will receive a note of appreciation and we will collect the notes into a Wall of Appreciation for everyone to see.
Qentinel is quality leadership and assurance company of Finnish origin. Qentinel helps customers to focus the efforts on the essential, cut lead-times, improve productivity and customer experience.
We wish everyone globally engaging and memorable CX Day!
Microsoft is hosting the Customer Advocate Kudos “Pay it Forward Chain Challenge”, where Microsoft employees and company leaders praise each other for Customer Advocacy behaviors through an internal kudos app. When employees select the Customer Advocate kudos category, they submit a comment recognizing the great work that a colleague is doing towards improving customer experience. Their managers will also receive a copy of such comments. The challenge is to pay it forward, when someone receives a kudos, they should also send a kudos to a different person with the objective of a) educating employees on what it means to be a Customer Advocate, b) promoting customer obsessed behavior and c) bring awareness to the recently launched internal app. To encourage participation, the employee that sends most kudos and the employee that receives most kudos, will win a prize. We will also encourage the CPE Community to participate in local CXPA events, join CXPA online training, etc. to motivate them on investing time in their personal development.
- Why are we celebrating CX Day at JetBlue?
- It is a way for JetBlue to celebrate its Crewmembers who go above and beyond to personalize and enhance the Customer experience. In addition, it is an opportunity to be a thought leader and collaborator by bringing together top brands and sharing best practices and challenges
- What are we doing on Tuesday, October 3rd
- Panel Discussion
- To be held in Long Island City Support Center with the support of our CX Leaders
- Join CX Leaders from outside JetBlue as they share how they personalize and enhance their Customer experience
- Networking Event
- An opportunity for CX team and leaders, CX panelists, and JetBlue Crewmembers to meet, learn, and discuss how they view CX.
- CX Day Crewmember Experience
- Once-in-a-lifetime experience for a few JetBlue Crewmembers who go above and beyond to personalize and enhance the Customer experience. Sourced from Blue Hero/Magic Moments and LIFT data.
- Invite Crewmembers to New York for a day to remember:
- Airbnb In NYC
- Lunch with Joanna and/or other CX Leader
- Attend CX Day Panel
- Dinner at Saxon and Parole
- Personalized, fun experience in the city
- Panel Discussion
DST Health Solutions
At DST, Customer Experience Day has become a popular and important feature in a robust Customer Service Week agenda filled with recognition, appreciation and education! In a nutshell, objectives for CX Day are to connect associates to customer experience principals and to deliver the voice of the customer to them. Here is some of what we have planned:
Back by popular demand, we will be hosting a webinar with a client to discuss Customer Experience in their organization and sending thank you notes to all of our customers from our President and CEO, Teri Mullaney.
Then, for our employees, there is a training class on listening, which is a key element in delivering excellent customer experiences. New this year, we are adding call center role playing and an “Operations Tour.” Those who take the tour will gain new insights into our processes and how customers experience them.
Other activities include displaying short videos throughout the week of associates sharing what our mission, values and culture mean to them and associates nominated by their peers will receive Service Excellence Awards. Additionally, thank you notes will be given to customer facing associates for their great work. We look forward to a great event.
City of Centennial
The City of Centennial plans to celebrate CX Day with a week of internal service recognition. This is a repeat of last years’ activity, because it was so well received by our staff. Our entire focus this week is to shine a light on exceptional internal service. Here are details of our plans for the week: Wall of Praise – Each employee will be provided a blank “Wall of Praise” sheet to hang at their desks. People will be encourage to comment and share kudos for co-workers. Staff Shout Out – Blank cards will be available for people to use for writing a “Shout Out” to a Staff member and attach it to their Wall of Praise. Posters – These will be posted in break rooms and other secure access spaces to promote the “Wall of Praise” campaign and encourage people to help make someone’s day. Snacks – Treats will be provided on one or two days as a way for the City and its largest partner, CH2, to say “Thank you” to everyone. Centennial is devoted to honoring terrific internal service provided daily by staff!
We are starting to build CXPA network in Peru and in this first month that coincides with the arrival of CX Day we are planning to start small by visiting our customers to introduce CXPA and tell them about the impact of holding CX Day in their organizations. We are planning with some organizations to make a workshop on awareness of the fundamentals of CX and the importance and impact of customer-focused cultures. We will be carrying some gifts and surprises an celebrate during all October.
Estamos comenzando a construir la red de CXPA en Perú y coincide con el CXDay.
Nuestro plan es comenzar en pequeño visitando a nuestros clientes y amigos para dar a conocer a la CXPA, hablar de la importancia que tiene el enfoque en Experiencia Cliente y mostrar como se celebra CXDay en el mundo.
Tenemos planeado hacer una serie de talleres In Company para dar a conocer los fundamentos de CX durante todo el mes de Octubre. Estamos trabajando en el cronograma coordinando las fechas.
Columbus Metropolitan Library (CML)
- We are a library in the customer business.
- We asked our staff to take photos of who uses the library and how to tell our story.
- This is their story they want to share with you.
- We also asked our community – including the audience tonight – to select the most representative photo, and it will be revealed here shortly.
Global ~3.5 hour, live streaming event to all division employees
8:00 – 9:45AM
- CX Day Kick-off (Customer Thank You Notes)
- Customer Fireside Chat
10:00 – 11:30am
- CX Expert Fireside Chat
- CX Initiatives Review
- Closing Remarks
For CX Day, we want to celebrate how we support our customers and partners, and how we help them deliver excellent service to their customers using our software to build a lifetime of experience.
We’re going to have a pizza party with our New York City-based partners and customers to discuss their definition of customer “wow” and the top 5 things they do to engage customers during each conversation and in their customer success journey.