Dim-witted Behavior
Why future profits depend on current customers

Why I joined the CXPA and how you can benefit

Most marketing activities are about targeting and capturing customers. But as a target, I don't want to be captured, I want to be captivated. Unlike other marketing networks, at the CXPA you can share and promote great experiences. You can give credit to a front-line worker who brightened your day. You can study campaigns that engendered deep and lasting loyalty. You enjoy being a customer as well as trying to acquire them.

Houston, meet the Customer Experience Professionals Association. Cxpa_avatar_02_bigger

Join us for a global celebration of companies and people that are creating great experiences for customers... CX Day, Tuesday evening, October 1, 2013. We are meeting at the Tasting Room, 1101-18 Uptown Park Blvd, in the Galleria area. The event runs from 5:30 to 8:30 pm, and you are welcome to arrive late.
Please RSVP.

Learn about the Awards, the online support and the CXPA at CXDay.org.

In Houston, we'll have networking, introductions, discussions, and brief presentations by two local customer experience experts:

William Clayton
VP of Customer Care Operations
Reliant Energy

Angela Schmeidel Randall
President and Founder
Normal Modes

As Vice President of Customer Care Operations, Bill Clayton is responsible for leading Reliant’s customer care and service operations for mass market customers. In this role, he oversees the company's call center and mid-office operations. Clayton also serves as the company's energy expert in matters related to energy efficiency. With nearly two decades of experience, he has in-depth knowledge of the utility and retail electric industries. Clayton has managed a number of specialized consumer programs for Reliant and has held various roles within residential load management, field operations, retail marketing, program development and retail operations. He graduated summa cum laude from Abilene Christian University with a BA in Political Science.

Angela Randall's Houston-based firm, Normal Modes, specializes in user experience design and usability testing. Angela has more than 15 years of experience in user interface design, user experience development and usability testing with complex, data-driven websites and applications. She began her career with AIM Management Group, then worked with Continental Airlines to redesign and upgrade the airline’s customer-facing systems, including the first voice-automated flight-booking engine. All systems remain widely used today. Angela is a member of the Usability Professionals’ Association. She holds a bachelor’s degree from the University of St. Thomas, and a master’s degree from Rice University.

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