The Customer Experience (CX) is one of the hottest topics in most industries. It is being discussed, researched and scrutinized as much as ever before, and with the level of impact that CX can have on your bottom line, it’s definitely for a good reason.
That’s why it’s no surprise that there is an extensive (and growing) collection of Customer Experience conferences being held worldwide every year, and 2019 is no exception. These conferences are often host to many insightful sessions and success stories that can provide CX professionals food-for-thought for ways they can influence the CX efforts within their organization.
For the 4th edition of our “Must-Attend CX Conferences” post, we look at nine conferences CX professionals should circle on their calendars. Some quick overviews of each conference are also provided to give a sense of what we can expect.
A couple of notes before we dive in:
- As in previous years, this is not a sponsored post – we’ve compiled this list solely based on the sessions scheduled to be taking place or based on our personal 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):
- Gartner Data & Analytics Summit 2019
- Oracle's Modern Customer Experience (Modern CX 2019)
- Next Generation Customer Experience 2019 (NGCX 2019)
- Adobe Summit 2019
- Customer Experience Strategies Summit (CXS 19)
- CXPA's 2019 US Insights Exchange
- CXNYC 2019
- CMSWire's DX Summit 2019
When: March 18 – 21, 2019
Where: Orlando, FL
When it comes to Customer Experience Management (CEM), data is only as valuable as what you do with it. The organizations who know how to get the most out of their data to drive positive, customer-centric actions are destined to be CX leaders in their respective industry.
As the name of this conference suggests, Gartner Data & Analytics Summit 2019 will deliver eight tracks of sessions that dive deep into the analytics and measurement of Customer Experience. Focus will also be placed on some of the more managerial aspects and best practices CX professionals must consider to ensure their organizations get the most out of their CX program, while also taking a peek into the future of CX.
When: March 19 – 21, 2019
Where: Las Vegas, NV
CX isn't isolated to one particular department - it requires organizations to have all hands on deck if they want their CX efforts to make a difference.
With different tracks, workshops and demos available depending on whether you are a Marketing, Service, Sales or Commerce professional, Modern CX 2019 promises to provide tech-savvy CX professionals with critical insights relevant to their job function, which they can use to optimize their CX efforts in their respective companies.
Note that a detailed agenda has not yet been released at the time of this post, so refer to the conference website as the date approaches.
When: March 25 – 27, 2019
Where: Indian Wells, CA
There are many key ingredients you need so you can design and manage a successful CX program. These include having the tools in place to measure the experience across the customer journey, having the means to make truly customer-centric decisions, all the way to having the right structure within your organization to create and nurture customer loyalty.
This year’s edition of NGCX will primarily focus on these three topics over the course of the three-day event, which last year welcomed a broad and balanced array of professionals from different industries, job functions and seniority levels.
Here are the overarching topics for the three days of the event, as per the NGCX website:
- Today’s Experience: Understanding Your Customer’s Current Journey
- Creating Tomorrow’s Experience: Scaling Customer Centered Decision Making
- The Value of CX: Fostering Customer Loyalty and Creating Brand Advocates
When: March 26 – 28, 2019
Where: Las Vegas, NV
One of the largest digital marketing conferences out there, the Adobe Summit is consistently host to insightful keynotes and a massive amount of sessions beneficial to Digital Marketers and Customer Experience professionals alike.
This year’s edition promises over 300 sessions and labs split across nine tracks that cater to a wide range of job functions, including:
- Analytics & Data Management
- Design-led Customer Experiences
- Content & Experience Management
- Platform, Machine Learning & Ecosystem
Note: Make sure to check out our recap of Adobe Summit 2018 for a taste of what to expect from this event.
When: April 3 – 5, 2019
Where: San Jose, CA
Marketers increasingly rely on technology to better measure, analyze, and execute their customer experience vision across the customer journey. The MarTech conference, for which there is also an ‘East’ edition being held in Boston, MA later in the year, focuses primarily on the linking of marketing and technology, and educate attendees so that they can build the best stack that will enable them to improve their CEM efforts.
Many sessions and keynotes will naturally place focus on the more technological aspect of CX management. Also, this conference is typically when Scott Brinker, Editor of chiefmartec.com and MarTech program chair, unveils the annual Marketing Technology Landscape supergraphic, which always provides a humbling look into just how much technology is at CX professionals’ disposal.
When: April 16 – 17, 2019
Where: Toronto, ON
Taking place over a packed two days, the Customer Experience Strategies (CXS) Summit is scheduled to offer a mix of keynotes, case studies and panels that will provide great insights to all CX professionals in attendance.
Some of the sessions scheduled to take place during the 8th annual CXS Summit include:
- "The Data Dialogue Panel: Net Promoter Scores, Sentiment Analysis, and Aligning Data with Action"
- "Measuring Engagement and Driving Improvements (will look at how to get the most out of your Voice of the Customer program to increase ROI)"
- "Taking Your CX strategy to the Next Level: Taking Your Organization on a Customer Journey"
When: May 15 – 16, 2019
Where: Salt Lake City, UT
The CXPA (Customer Experience Professionals Association) hosts this annual conference that brings together CXPA members and non-members to share their knowledge, personal experiences and best practices about everything CX.
This conference includes a series of breakout sessions led by CX practitioners and thought leaders, as well as ‘Show and Tell’ presentations where CXPA members present to small groups about a CX success story in their organizations (details about last year’s edition of the conference are available through the link above).
The full details for the 2019 edition of this conference are not yet available as of the time of this post, but as the CXPA is a non-profit organization that is primarily focused on developing the field of Customer Experience, this conference should be included in any CX professional’s calendar.
When: June 11 – 12, 2019
Where: New York, NY
As it mentions on the CXNYC 2019 website: The good news is that organizations have elevated CX over the past decade. The bad news? CX performance has plateaued.
Hosted by Forrester, CXNYC 2019 will place focus on the need for organizations (and CX practitioners in general) to push towards disruptive and data-based innovation as a way to move beyond this plateau. This conference is headlined by over 30 sessions led by Forrester analysts and industry experts, and will bring together over 1,000 CX leaders and influencers under one roof.
A detailed agenda for this year’s conference should be made available in January 2019, as per the CXNYC 2019 website.
When: November 4 – 6, 2019
Where: Chicago, IL
Technology is continuously disrupting how people move along their customer journey and what they expect from their experiences. This requires brands to put in place the right structure and infrastructure that will enable them to continuously elevate their efforts in offering consumers a positive digital experience.
DX Summit hosts a series of workshops and sessions aimed at helping CX professionals tackle this challenge from a management, analytical and technological standpoint.
Since this conference takes place later in 2019, the agenda for this year’s event is not yet available. However, with last year’s tracks varying from “VoC & Customer-Driven Design”, “Platforms, Stacks & Operational Success” and “Analytics, Personalization & Optimization”, DX Summit 2019 should also promise to cover a wide range of topics that can aid CX professionals to better master the digital experience.
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