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Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.
CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue.
This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management.
For more on CX: “Customer Experience Definition — and How CX Differs from Customer Service”
Looking for the latest trends, tools, strategies, and insights on CX? To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017.
Customer Experience Conferences and Events
- When: July 4 to 5, 2017
- Where: London, UK
20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Session topics include how to make the most of customer feedback, the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Speakers are from companies like Tesco Mobile, Marks & Spencer, Finnair, Barclays, and Heathrow Airport.
- When: June 5 to 7, 2017
- Where: Dallas, TX
The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs. Event speakers and presenters include executives from Home Depot, Softbank Robotics, Under Armour, FordDirect, Marriott International, Intel Corporation, Subway, and Bank of America, among many others.
- When: May 16 to 17, 2017
- Where: Phoenix, AZ
Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. The event also features the 2017 CX Innovation Awards, and includes speakers from companies like Verizon, Citi, Southwest Airlines, and Hallmark.
- When: June 20 to 21, 2017
- Where: New York City, NY
Forrester’s 2017 CXNYC Forum leverages recent research to help CX pros plan, design, and manage experiences that create real business impact. Session topics include journey analytics, customer insights, personalization, CX measurement, employee experience, predictive analysis, healthcare customer experience, customer understanding, and artificial intelligence. Speakers include executives and analysts from Forrester, Stanford Graduate School of Business, Blue Shield of California, Fortune, IBM Digital Business Group, and SoundHound.
- When: July 17 to 19, 2017
- Where: Boston, MA
Customer Experience for Financial Services (CXFS) is where America’s most innovative financial services customer experience professionals meet and learn. Conference agenda covers topics that include achieving a holistic view of the customer, establishing governance around CX, and planning for customers’ future needs. Featured speakers come from companies like USAA, MetLife, Northwestern Mutual, MoneyLion, Hanover Insurance, and Citizens Bank.
- When: May 23 to 24, 2017
- Where: London, UK
Branded as “the most advanced customer experience event available for all CX professionals,” Customer Experience World by the Focus Group is set to introduce Customer Outcome Based Thinking. The cross-industry event is for executives involved in any aspect of customer experience strategy, design, management, and implementation. Featured speakers include executives from Kingprice, the LEGO Group, and Treehouse Global.
- When: May 9 to 11, 2017
- Where: San Francisco, CA
MarTech is a conference for senior level marketing, IT, and digital executives and experts at the intersection of marketing, technology, and customer experience. Session topics include marketing technology strategy, customer experience design, and data and analytics. Speakers are from companies like Spotify, Adobe, McKinsey & Company, Pandora, and Campbell Soup Company.
- When: May 10 to 12, 2017
- Where: San Diego, CA
Gartner Digital Marketing Conference is designed for marketing leaders, analytics professionals, and customer experience and commerce leaders. The conference agenda features tracks covering data and analytics, CX, multichannel, and martech. Hot topics also include customer experience strategy and design, data-driven CX and marketing, customer journey mapping and analytics, and marketing attribution and end-to-end measurement. Speakers include analysts and executives from Gartner, L2, and the New Yorker.
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