Exploring Commonalities Between Customer Experience and Service Design

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Dec 19 2012, Posted by InReality

On December 5th Info Retail hosted CXPA Atlanta’s end of year meeting. CXPA (Customer Experience Professionals Association) is a growing international organization working to elevate the importance of customer experience. The event attracted over 40 attendees which included employees from IHG, Alternative Apparel, NCR, Oracle, QEP, GE Capital, Maid Brigade, Cox Communications, and Nielsen Expositions to name a few. Common to all attendees was a strong interest in creating meaningful experiences for our customers.

There was ample time to network, eat great food, and experience a touch of holiday cheer. Attendees heard from experts in Voice of the Customer research techniques, which is an exciting new method of tapping into customer experiences and operational trends–-all in real time. During the meeting there were sidebar stations where attendees could talk with Mark Michelson of Threads Qualitative Research and Brad Kesel of VOC Systems about Voice of the Customer techniques.

The event focused on a rapidly growing discipline known as Service Design, which enables brands to create engaging, meaningful customer experiences. Florian Vollmer, Info Retail’s SVP Design and Principal, gave a keynote presentation on Service Design, Customer Experience Design and how they inform one another. Afterwards, a lively Q&A session was led by CXPA Atlanta chapter chair and event organizer Mike Wittenstein. You can review Florian Vollmer’s presentation slides below.


One notable attendee was the Chick-fil-A cow, who stayed on hand to pose for photos and hand out the much-coveted 2013 Cow Calendar.


After announcements and the main presentation, attendees were paired up via a “business card matching” activity in order to explore further networking opportunities.

If you attended this event, and would like to submit a topic for the CXPA chapter’s next conference call, or future events please email Mark Abbas at CXPA’s next event will be held in mid-February 2013.

You can find more information about the organization at

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