Tax & Accounting Blog

Our Customer Experience Focus – On CX Day and Every Other Day

Blog, Our Customers, Our People, Thomson Reuters & You October 20, 2015

“C” stands for Customer, Commitment and Culture… OK, and Christmas.

So maybe CX Day is not as widely celebrated as Christmas, but if you’re in business, it can be similarly important.

What is CX Day and why is it that important, I hear you cry?

CX Day is an annual global celebration of the companies and professionals that create great experiences for their customers, and the 3rd annual one was celebrated on October 6, 2015.

As a former retail executive, I very much understand the seasonal business impact that Christmas can have on what makes or breaks a year. As Vice President of Customer Experience for Thomson Reuters Tax and Accounting, I also understand the impact our Customer Experience Professionals have every day on our annual success. We have over 16,000 of them in Tax and Accounting alone. How is that, you may ask? Well, we consider everyone in the organization a CX professional. After all, everything our employees touch ultimately impacts what our customers see, use, read, think and/or feel. What better way to let you know that we “get that” than to extend a day of recognition to everyone?

This year we literally rolled out the red carpet at the employee entrances along with welcome and thank you signs. Customer representations in the form of life-size cutouts also made appearances in conference rooms. These will remain there to remind us that the customers should always be present in our meetings and at the heart of all of our decisions. Finally, we hosted a meet and greet with some of our customer personas from each of our business units. Personas provide us with insight so we can really know our customers and market to them in just the right way… with relevant information, right when they need it.

We also celebrated CX Day by hosting Dallas-area CX leaders from other companies. We toasted accomplishments during a cocktail reception and heard best practices from an executive panel. Our program explored the theme of “Tackling the Big Rocks – Agility, Innovation and Collaboration.” We learned that whether it’s Thomson Reuters, AT&T or Capital One, customer-centricity is at the heart of all business success.

Like Christmas, CX Day is only one day a year. The real Commitment comes from the cultural focus on the Customer every day. That’s why as a company we continue to employ tools and resources to better understand what our customers want and how we can help them achieve their goals.