Reasons to celebrate Customer Experience Day

CX Day is an opportunity to reflect on how far we’ve come and to recommit to continue the journey.

Happy Customer Experience Day! October 3 is CX Day, a day founded by the Customer Experience Professionals Organization (CXPA) to shine a light on customer experience.

Accomplishments

Annual celebrations are great times to stand back and reflect on how far we’ve come and CX Day is no exception. I’ve looked back and am proud of CA’s progress over the past several years.  Here are some things that stand out:

  • Our Net Promoter Score (NPS), an industry standard measure of customer loyalty, continues to trend upward year-over-year for the past four years.
  • Our product NPS scores have increased significantly year-over-year and our customer are feeling the effects of major product investments.
  • Our technical support transformation has yielded dramatic improvements in first-day close rate, mean-time-to-resolution, and customer satisfaction, while improving efficiency.
  • CA has been recognized and won awards for CX impact by CXPA, as a world-class support organization by TSIA and Omega, and as a customer success innovator by Gainsight.
  • Our new Mission: “Eliminating the barriers between ideas and outcomes” is completely focused on improving the customer experience and delivering the value customers were promised.
  • Our new DNA has “customer-centric” as one of the essential elements.
  • Our Customer Promise: “To consistently deliver a superior customer experience by putting your organization at the center of all that we do. The ultimate measure of our success is through your success and earning your trust as a strategic partner.” I love this.
  • “CX” is now part of the CA lexicon. We no longer have to explain that CX = Customer Experience.
  • We say “CX is a team sport” and the majority of employees have adopted a personal customer experience-related performance goal and are taking action.
  • Many non-customer facing employees have been involved in the Customer Engagement Program where they directly interfaced with customers to solve a problem and help improve their experience. I applaud their courage and leadership to jump in and be a part of the CX transformation.
  • We have invested to expanded our Global Customer Success organization to improve our ability to help customers gain more value from their software investments.
  • Customer feedback is recognized as a “must have” for all initiatives and products.
  • User Experience (UX) is recognized as a large contributor to CX. We have doubled-down on our efforts to improve UX.
  • Just as we studied case studies of other companies’ CX best practices to model, now our own CX story has been written about in case studies by leading CX analyst firms.

Recommitting through our Mission Mosaic

Another way to observe our progress is by looking at our CX Day activities over the years. For the first time, we have achieved global participation in our CX Day celebration.  This year, ALL employees were asked to use a custom app to record a video of their recitation of the CA Mission Statement, which is: “We eliminate the barriers between ideas and outcomes.”  They were also asked to record a personal statement describing how they help remove barriers standing in the way of our customers’ success.

The result is a vibrant, interactive digital “Mission Mosaic” video that brings our mission to life through our employees’ voices and highlights our dedication to our customers. You can watch the video here.

Do you think we have the engaged employees we need to provide great customer experiences? I do!

The Mission Mosaic video figures prominently in a important component of our CX Day tradition, our CEO Mike Gregoire’s letter to thousands of our customers. This year, the letter is titled “Thank you for taking this journey with us.”  Through the letter and the video it links to, CA recommits to our customers’ success.  You can read the letter here.

Join me on CX Day…

Attend a CXPA webinar on CX Transformation 10/3/2017 at 2:00 p.m. eastern.  I am joined by Medallia, a CX Day sponsor and our CX technology platform partner.

Visit https://www.facebook.com/CATechnologies/ on 10/3/2017 at 4:00 p.m. eastern as I conduct my debut Facebook Live event called #NoBarriers Live.  I’ll be answering questions about – what else – customer experience.

It’s great to see how the movement to improve customer experience – and celebrate CX Day – has taken hold, not only in my company, but across industries.

What is your company doing to celebrate CX?

@daytonsemerjian


Dayton is general manager Global Customer Success at CA Technologies. His team is dedicated to…

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