CXA Summit Award Guidelines

Annually, the CX Team acknowledges Customer Experience Advocates (CXAs) and dealerships that exhibit outstanding dedication and achievements in the realm of customer advocacy.  The evaluation process involves assessments from the DTNA CX Team, customers, and DSM/DSRs, which are resulting from survey outcomes, direct feedback, and observations made during in-dealership visits. ​

The following awards are presented each year at the CIC/CXA Summit to those to those individuals who exemplify the utmost standards of service excellence:​

  • Peer to Peer​

  • Customer Based​

  • CIC/CXA - Collaboration

PEER TO PEER AWARD
The "Peer to Peer" award acknowledges a CXA who has exhibited excellence in collaboration with fellow CXAs and DTNA Personnel, contributing positively to the DTNA / Dealer Network CXA Program. The award considers specific criteria, including exceptional problem-solving abilities, leadership within the team, a willingness to assist others, and innovative contributions.​

  • Communication Skills​

  • Monthly CXA Webinar Attendance ​

  • Voice of the Customer​

  • CXA ARC Training

CUSTOMER BASED CX AWARD
The "Customer-Based CX Award" acknowledges a CXA who has been elected by a customer or customers for providing exceptional customer service. This award highlights the individual's outstanding commitment to customer satisfaction as recognized directly by the customers themselves.​

  • Communication Skills​

  • Voice of the Customer​

  • Monthly CXA Webinar Attendance ​

  • CXA ARC Training

CIC/CXA – COLLABORATION
The CIC/CXA Collaboration Award celebrates the excellence displayed by CXAs and CICs who have effectively collaborated to identify, discuss, and address areas for improvement. The criteria for this award includes showcasing proficiency in Change Management principles and utilizing tools for process improvement to the benefit of our customers. Additionally, CXAs/CICs should demonstrate outstanding utilization of Team Huddles, proficiency in Structured Problem Solving techniques, and the effective implementation of high-quality Continuous Improvement (CI) initiatives.​

  • CI Event focused on Customer Feedback​

  • Use of Customer Feedback Data​

  • Team Huddles​

  • Structured Problem Solving​

  • Stronger Together