ICW Group Wins “2012 CX Innovation Award” for Customer Experience

Insurance Carrier One of Only Six Companies Selected at Annual CXPA Event

San Diego, CA – June 27, 2012 – ICW Group Insurance Companies was recently recognized by the prestigious Customer Experience Professionals Association (CXPA), an international nonprofit organization created to guide and enhance the growing field of customer experience management. The 2012 CX Innovation Award was presented to ICW Group at a special ceremony during the CXPA’s annual Members Insight Exchange in San Diego on June 19.

Visit the CXPA site to learn moreThe nationally recognized carrier won the 2012 CX Innovation Award for its program titled “Partnership Pursuit: Turning Partnerships Into Results With Easy To Use Ecards.” The initiative was developed to enhance the onboarding of newly appointed agents and brokers for ICW Group’s Explorer auto line of business. Using an interactive customer Journey Map, critical customer touch points were identified throughout the new agent onboarding process. The core piece of the program was a turnkey solution involving proprietary ECards designed to express the company’s appreciation at each customer touch point, while providing timely messages and links to informational websites.

“Elevating our customers is the centerpiece of our operations and this award further validates how these efforts are making an impact,” stated Kevin Prior, ICW Group’s President and CEO. “Providing memorable customer experiences is a top priority for every team member at ICW Group.”

Five expert judges reviewed and evaluated nearly 100 submissions based on their degree of innovation, strength of the business or organizational results, and the potential for the innovation to be more widely adopted. 18 finalists were selected by the CXPA and six winners were announced.

Accepting the award for ICW Group was the company’s Customer Experience Principal Carol Buehrens, who stated, “It’s a great honor to be recognized by the CXPA. We’ve been keenly focused on providing the best customer experience in the industry. This award reflects our ongoing commitment to excel in customer experience and service.”

ICW Group has had several other reasons to celebrate during recent weeks. In May the company celebrated its 40th Anniversary and was named 2012 Super Regional Property/Casualty Insurer by Insurance Journal Magazine for the fifth consecutive year.

About ICW Group

Based in San Diego, ICW Group Insurance Companies is the largest privately held insurance company domiciled in California. Quoting over $3 billion annually, ICW Group represents a group of Property, Auto and Workers’ Compensation insurance carriers, including Insurance Company of the West and Explorer Insurance Company. ICW Group is recognized nationally as an industry leader in helping policyholders achieve fewer and less costly claims. ICW Group continues to be committed to meeting the needs of its policyholders and elevating the trusted agents and brokers who advise them. More information is available at www.icwgroup.com.


ICW Group
Gary Whitfield
Director of Enterprise Marketing

About the CXPA

The Customer Experience Professionals Association (CXPA) is a global, nonprofit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and facilitates the industrywide advancement of the discipline of customer experience management. The CXPA’s members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. More information is available at www.cxpa.org.