October 6, 2015Employee Celebration Activities

at Microsoft

The Customer Experience Professionals Association (CXPA) named October 6, 2015 as Customer Experience (CX) Day MS joined other companies WW in celebrating and acknowledging this day Chance to spread the word and inspire every employee to be Customer Obsessed

Promote the “I Can” Challenge One WW activity on October 6 that all employees can participate in

  Land a cultural moment by executing a fun and motivational activity

The CX Day 2015 Toolkit provides ideas and resources for fun and motivational activities

 

Participate in CXPA Online or Local Events

I’m Engaged with customers

I engage with customers, and use insights to shape solutions.

I Empathize with customers

I listen carefully and with empathy.

I’m Empowered to help customers

I anticipate and respond to customer needs, and feel empowered to do the right thing.

How MS Celebrated CX Day

CX Day Plan

Awareness

Activities

Promotion of CX Day on Microsoft Intranet and via Digital Signage across campuses and buildings WW

Yammer: Post to CX-related groups. Use #customerobsessed

Email notifications/templates

Incentives

Corporate-funded prizes for Global “I Can” campaign

Giving Campaign Charity donations

Global “I Can” Challenge to gather “I Can” statements

Optional supplementary activities for Field or Segment execution

Planned Activities

“I Can” Campaign

Field Activities

Global Digital “I Can” Challenge for All Employees

On Oct 6, all employees visit CX Portal to upload an “I Can___” short statement that tells what they CAN do to be customer obsessed, along with uploading a picture.

Employees who participate are eligible to win Microsoft and Windows devices.

Optional ideas for local execution at subsidiaries’/segments’ discretion

• CX Day 2015 Optional Field Activities toolkit • Ideas, descriptions, templates, and checklists of potential activities• Card Tournament, Trivia Contest, Free Coffee Cart, Tee Shirt Tribute and

many more activities

CX Day Impact Participation spanned MS and not limited to “customer-facing” roles Top-down commitment to Customer obsessed culture via Leadership participation from CEO, Sales Segment Leads,

Product VPs, other Company Leaders External awareness, customer experience and customer connections via

Social and Facebook campaigns in Spain, Middle East, Hungary, Canada, UK Skype Consumer team “customer field trip” to learn directly from customers Norway called or met with 1,300 customers and partners! Gulf finalized COS for 22 accounts Poland hosted customers onsite Brazil brought a customer to campus to speak to employees India spent the day with customers and launched a contest for best customer visit stories

Identified new programs, tools and field practices Launched new CX app in Poland Shared info with the company about VOC tools Western Europe contest for CX award nominations. German sub launched “New Era Principle” campaign representing Customer Obsession

Awareness and landing of Customer Obsessed Cultural Attribute behaviors Signage, posters, activities, newsletters in Poland, Japan, Taiwan, MEA, Canada, WE showcasing behaviors (often by role)

CX Lead thought leadership Subsidiary leads stated how valuable the event was to drive awareness and morale and make connections with leaders and

employees

CX Day across Microsoft