INDIANAPOLIS--(EON: Enhanced Online News)--The Customer Experience Professionals Association (CXPA) has honored Interactive Intelligence Group Inc.’s (Nasdaq: ININ) Vice President of Client Success and Education Pam Hynes as one of its CX Impact Award winners.
The CX Impact Awards recognize individuals who help make great customer experiences happen in companies around the world.
Hynes received the award for establishing the Interactive Intelligence client success program in 2011, whose mission is to ensure that customers get maximum value from the company’s products and services.
“With our corporate goal of helping companies turn customer service into a competitive weapon, it was appropriate to start a program that enabled engagement with our customers with the sole goal of driving customer success by better understanding their organization and helping them see the full value of the solution they purchased,” Hynes said. “The result is a client success team whose sole job is to understand how these businesses operate, how they measure customer service success, and what we can do to better address their challenges. On behalf of the entire team, I’m proud to accept the CX Impact Award and want to assure our customers that this is just the first step toward maximizing the value of their investments.”
In addition to forming a global team of client success managers, Hynes has applied performance measurements to the program using the Net Promoter System (NPS) methodology, and has initiated a cross-departmental effort called “Putting Customers First” to raise awareness among employees about their role and impact on customers.
As a testament to the success of the program, from 2011 to 2012 NPS scores improved by 45 percent and survey participation improved by 50 percent. The program also contributed to an increase in customer reference activity, which was up 90 percent in 2012 compared to the previous year.
Hynes has served in various service management roles since joining Interactive Intelligence in 1996. Prior to Interactive Intelligence, Hynes functioned in support and technical service roles at helpdesk software company, Software Artistry. Prior to that, Hynes was a technical support engineer at American Financial Resources.
Since Interactive Intelligence joined CXPA in 2011, Hynes has been an active member, most recently playing an instrumental role in hosting a CX Day networking event Oct. 1 at the company’s headquarters in Indianapolis, Ind. The event was part of a CXPA-sponsored global celebration of the companies and people that create great experiences for their customers.
The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices. Its members are 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. The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.
For more information about the CX Impact Award winners, visit http://www.cxday.org/CX_Impact_Awards/.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last three consecutive years. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Web at www.inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.