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Customer Experience

11 Must-Attend Customer Experience Conferences in 2020

by iperceptions, on Dec 3, 2019

Customer Experience (CX) can make or break a brand. With 2020 upon us, brands must stay on top of all the latest CX innovations, gleaning opportunities, and cautionary tales to ensure their CX program prospers over the next decade.

Customer Experience conferences are a great place to gain these insights.

These Customer Experience events are often host to a mix of sessions, keynotes, and workshops curated to deliver priceless food-for-thought for your organization’s CX efforts.

For the 5th edition of our “Must-Attend Customer Experience Conferences” post, we look at eleven CX events that CX professionals and digital marketers alike should circle on their calendars. We also provide quick overviews of each of these CX conferences to give a sense of what you can expect. 

A couple of notes before we dive in:

- This is not a sponsored post – we’ve compiled this list solely based on the sessions scheduled to take place, agendas from previous years, attendee reviews, and our own experiences.

- The details included in this post are based on what was available at the time of this post. These details may be subject to change, so please refer to the websites for these conferences for the latest.


At a glance (in order of when the conference is taking place): 

  1. Zendesk Relate 20
  2. Gartner Data & Analytics Summit 2020
  3. Oracle's Modern Customer Experience (Modern CX)
  4. Next Generation Customer Experience 2020 (NGCX 2020)
  5. Adobe Summit 2020
  6. MarTech
  7. Customer Experience Strategies Summit (CXS 20)
  8. CXPA Global Insight Exchange
  9. Forrester CX North America 2020
  10. Customer Contact Week (CCW) 2020
  11. CMSWire's DX Summit 2020


Zendesk Relate 20

When: March 3-5, 2020

Where: Miami, FL

Every department impacts the quality of the Customer Experience their organizations deliver to their customers. To do CX right, it requires strong leadership at the top that can guide overall efforts and stimulate coordination and collaboration between departments. That is especially important to provide amazing support that will encourage your customers to stay with you long-term.

Taking place in sunny Miami, Zendesk Relate 20 will be “a three-day journey that explores the entire Customer Experience”. This year’s edition will feature 300 speakers across six tracks that will touch on (among other things):

  • Ways to boost your CX leadership
  • Best practices to instill a robust customer support environment
  • Zendesk product trainings and applications


Gartner Data & Analytics Summit 2020

When: March 23-26, 2020

Where: Grapevine, TX

Brands today can measure (virtually) any component of CX, in one way or another. That makes for a lot of data – data you must make sense of and visualize in a way that will help key stakeholders make informed, data-driven decisions to improve CX. 

The Gartner Data & Analytics Summit targets those who deal with this data both on a day-to-day and leadership basis. This year’s edition will dive deep into the best practices and trends facing data analysis and data management in their near future, including how to deliver actionable insights through data storytelling.

The eight tracks scheduled to take place will focus specifically on topics surrounding data analysis and management, including:

  • Leadership and culture
  • Trust and governance
  • Data analytics
  • Emerging technologies


Oracle's Modern Customer Experience (Modern CX)

When: March 23-26, 2020

Where: Chicago, IL

Customer Experience is continually evolving. CX leaders must always stay on top of the latest trends to succeed and how technology can play a more prominent role in helping create and nurture great experiences.

With tracks tailored to tech-savvy Marketing, Commerce, Sales and Service professionals, Modern CX 2020 aims to provide CX pros across the organization the chance to learn first-hand how technology and customer insights can be combined to change CX as we know it.


Next Generation Customer Experience 2020 (NGCX 2020)

When: March 23-25, 2020

Where: Indian Wells, CA

Brands today need a firm grasp on how their customers perceive their CX across the entire customer journey. They must  seek ways to design seamless experiences across different journeys and share critical insights across the organization to help foster repeat business and customer advocacy.

NGCX 2020 will focus on these topics in more detail, and then some. Touting itself as “the event for CX Innovators”, this conference is aimed at Directors and management-level CX professionals looking for inspiration to boost CX across the journey.

The 2020 edition of this conference will offer tracks based on CX maturity level that will cover topics including:

  • Establishing a Voice of the Customer (VoC) program and extracting value from your CX data by closing the feedback loop
  • Instilling a customer-centric and knowledge-sharing culture
  • Identifying ways to boost customer loyalty and customer retention


Adobe Summit 2020

When: March 29 – April 2, 2020

Where: Las Vegas, NV

Adobe Summit is considered one of the most prominent digital marketing and Customer Experience conferences out there. This customer experience summit consistently boasts a mix of industry leaders and celebrities, becoming a fixture for brands looking for inspiration for their CX programs.

The 2020 edition of Adobe Summit promises to offer more than 400 sessions and labs across 11 tracks, each catered to a wide variety of CX-related roles and responsibilities. Some of these tracks include:

  • Customer journey and analytics
  • Commerce and shopper experience
  • Digital trends and innovation



When: April 15-17, 2020

Where: San Jose, CA

The overall success of your CX efforts relies heavily on how you intertwine Marketing, Technology, and Customer Experience Management strategies. That requires brands to determine the technologies to include in their marketing stack and how to integrate them in a way that helps them deliver positive and seamless experiences across the customer journey.

That is the main focus of MarTech, the bi-annual conference that brings marketers and CX professionals together to discuss how to assemble a martech stack that will deliver CX results. MarTech is also the conference during which Scott Brinker, MarTech conference chair and Editor of, reveals the ever-growing Marketing Technology Landscape supergraphic.

Unable to make it to the “West” version of MarTech? There is also an “East” version taking place in Boston, MA, on October 6-8, 2020.


Customer Experience Strategies Summit (CXS 20)

When: April 16-17, 2020

Where: Toronto, ON

Customer expectations continue to evolve, and so must brands’ customer experience strategies to meet these expectations. Otherwise, brands can lose out on the chance to deliver experiences that can help them stand out from their competitors.

The Customer Experience Strategies Summit welcomes a mix of managers with roles in Customer Experience, Marketing, Customer Service, and Operations. The 9th annual edition of CXS will provide a combination of sessions, case studies, panels, and workshops sure to deliver actionable insights attendees can apply to their Customer Experience strategies.

Some of the sessions that took place during CXS 19 included:

  • "The Data Dialogue Panel: Net Promoter Scores, Sentiment Analysis, and Aligning Data with Action"
  • “Voice of the Customer Program: Measuring Engagement and Driving Improvements”
  • "Creating Emotionally Engaging Experiences Using the Power of Storytelling”


CXPA Global Insight Exchange

When: April 27-29, 2020

Where: Orlando, FL

The Customer Experience Professionals Association (CXPA) is dedicated to sharing insights and best practices to improve Customer Experience, and in advancing the field of Customer Experience in general. Taking place in Orlando, the CXPA Global Insight Exchange will focus on doing just that.

Full details for this conference are not yet available as of the time of this post. However, the 2019 edition of the CXPA US Insights Exchange welcomed over 300 CX professionals and included a mix of breakout session, keynote presentations and “Show & Tell” type sessions. CX professionals should keep an eye on this conference as it approaches for more details.



Forrester CX North America 2020

When: June 16-18, 2020

Where: New York City, NY

As we step into a new decade, brands must have an eye on the future of CX, and how they will be able to deliver experiences that meet their customers’ ever-expanding expectations.

Hosted by Forrester, CX North America 2020 will welcome over 1,000 CX professionals and industry leaders to NYC for what promises to be an “unparalleled mix of thought leadership, strategy, and community to kick off the next decade of CX”.

In addition to focusing on the intersection of CX, AI, and customer service (among other topics), Forrester’s 2020 Customer Experience Index is also expected to be unveiled during this event, including the "latest drivers of exceptional CX”. 


Customer Contact Week (CCW) 2020

When: June 22-26, 2020

 Where: Las Vegas, NV

Naturally, effective customer service and customer contact are integral to the success of any Customer Experience program. Customer Contact Week 2020 is a customer service conference that will bring together Customer Experience and Customer Care professionals to discuss how to deliver excellent CX at each stage of the customer journey.

With over 250 speakers and 150 sessions expected to take place, CCW Vegas 2020 will provide customer contact professionals access to think tank discussions and five tracks focused on various components of the Customer Experience.

One of these tracks will center on “CX and Design”, which will focus on customer journey mapping, Voice of the Customer and customer research, and obtaining a single view of the customer.


CMSWire's DX Summit 2020

When: TBD

Where: TBD

Customers have more options at their fingertips than ever before, and technology has empowered them to levels we have never seen. The digital Customer Experience is becoming increasingly complex. However, brands today have more tools and insights at their disposal to deliver on their customers’ growing expectations as we step into the 2020s.

CMSWire’s DX Summit is an event targeted at leaders in CX, Voice of the Customer, analytics, and digital transformation looking to boost the digital Customer Experience.

At the time of this post, the 2019 edition of this conference took place less than a month ago in Chicago, IL. This edition focused on several components of the digital CX with some tracks homing in on:

  • Customer-centric design (“Voice of the Customer & Customer-Driven Design”)
  • Overall CX strategy (“Transformation and Leadership”)
  • CX technology (“AI, Machine Learning & Automation”)

Professionals should keep an eye out for more details on this conference in the new year.


Banner image source: Unsplash 


iperceptions is a global leader in Voice of the Customer (VoC) solutions, helping the world’s customer-centric brands measure and elevate experiences across the customer journey.

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