May 6, 2015

Western National Insurance Receives 2015 Customer Experience Innovation Award

(Minneapolis, Minn.) Western National Insurance Group today announced that its public-private sector customer experience training partnership has received a CX Innovation Award from the Customer Experience Professionals Association (CXPA), the premier global non-profit organization dedicated to advancing and cultivating the Customer Experience profession.

The awards were presented during the CXPA's annual Insight Exchange event, held at the famed Hotel del Coronado in San Diego, California. The CX Innovation Awards have for four years recognized new practices that improve customer experience, result in strong business impact, and advance the field of customer experience for other organizations. A panel of industry experts reviewed a large group of entries and selected five winners.

The winning innovation from Western National was an ongoing partnership between the company and Bloomington, Minn.-based Normandale Community College. Together, they received a grant from the Minnesota Department of Employment and Economic Development to provide CX training to Western National’s Minnesota employees. The curriculum consists of CX foundation courses and skill development courses on journey mapping, user-based design, measuring the customer experience, and managing for employee engagement. The CX curriculum and course materials are designed to be reused by organizations in many different industries, to ensure that a CX best practices program is available to any Minnesota company.

"We are very pleased to be named a CX Innovation Award winner, and we thank the CXPA for this opportunity to share our experiences," said Stuart Henderson, President and Chief Executive Officer of the Western National Insurance Group. "This partnership has already provided over a thousand hours of training to our employees to help enhance the customer experience for our policyholders and agency partners. We’re excited for the broader applications it will have for our company and other Minnesota companies in the years ahead.”

About the CXPA

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. The CXPA has more than 70 Corporate Members and more than 3,000 customer experience professionals in its community. CXPA Gold Sponsors include Confirmit, Genesys, and Verint. Clarabridge, Convergys, InMoment, Mattersight, Medallia, OpenSpan, and TNS are CXPA Silver Sponsors. For more information, visit

About Western National Insurance Group

Western National Insurance Group, headquartered in Edina, Minn., is a super-regional group of seven active property-and-casualty insurance companies. The Group insures personal and business coverages plus surety in 19 states across the Midwestern, Northwestern, and Southwestern U.S.; and surety-only in another 7 states. The Group distributes its products exclusively through Independent Insurance Agents.

For further information, please contact:

Steve Norman, CPCU, M.A., AIT
Assistant Vice President – Communications
(952) 921-5680 or (800) 862-6070 Ext. 7680

Customer Experience Professionals Association, CXPA, and the CXPA logo are trademarks of the Customer Experience Professionals Association. All other company names mentioned may be trademarks or registered trademarks of their respective holders.
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