Customer Experience

The top customer experience (CX) conferences for 2021

If you’re looking to keep up to date with CX trends, take advantage of professional development and networking opportunities, and give your team a break from the everyday, why not add some of these customer experience conferences to your diary?

Here are 9 customer experience conferences in 2021 worth checking out.

1. WorkDifferent

Date: On demand – learn at your convenience

Location: Remote

Who should go: Everyone in the experience management industry, especially those adapting their ways of working in response to the pandemic

Description: The events of 2020 changed the world as we knew it. Overnight, people’s needs changed, our old ways of working suddenly became impossible. In order to adapt, businesses have gone into overdrive.

WorkDifferent celebrates how the world’s leading brands have designed new experiences to meet the new need, and found opportunities amid the crisis to not only survive but develop and strengthen their brands.

Join us to hear how they are rethinking and redesigning experiences to delight and disrupt, now and in the new world of tomorrow.

Guest announcements:

  • Netflix - Bozoma Saint John
  • NBA - Oris Stuart
  • Atlassian - Dom Price
  • Qualtrics - Ryan Smith
  • Microsoft - Brad Anderson
  • Tony Hawk

Register free to access these and other inspiring sessions

2. MarTech

Date: March 16 - 17, 2021

Location: Remote

Who should go: Senior marketing professionals, digital executives, and leaders who are interested in how marketing and technology intersect, including in the field of CX management.

Description: MarTech is dedicated to technology for marketing – how technology underpins modern marketing practices, creates new ways of working and drives marketing forward through new developments and discoveries. This year’s virtual event is free to attend, and features both live and on-demand sessions from leaders in martech, plus a range of paid workshops.

Featured speakers:

  • Andrea Fryrear - Agile Sherpas
  • Tony Byrne - Real Story Group
  • David Raab - Raab & Associates
  • Christopher Penn - Trust Insights

3. CMSWire’s DX Summit

Date: from February 25, 2021

Location: Remote

Who should go: Leaders in customer experience and digital marketing, customer engagement leaders, and analytics and optimization owners.

Description: The DX Summit conference series covers voice of the customer (VoC), machine learning and AI, big data and analytics, optimization and digital experience challenges. It’s for anyone looking to lead their organization into the future using digital CX.

Featured speakers:

  • Siobhan Fagan - CMSWire/SMG
  • Rich Hein - CMSWire/SMG
  • Paige O’Neill - Sitecore
  • Americus Reed II - The Wharton School, University of Pennsylvania

4. Next Generation Customer Experience (NGCX)

Date: February 9 - 10, 2021

Location: Remote, North America

Who should go: This conference is aimed at senior level CX executives. More than 80 percent of the NGCX community is manager level and above.

Description: This year’s NGCX conference is an interactive virtual event offering a blend of 30-minute online case studies, fireside chats, round table discussions, and town halls with CX leaders from some of the world’s biggest brands.

Featured speakers:

  • Elizabeth Oates - Ulta Beauty
  • Phil Burrows - Verizon
  • Mark Smith - Kitewheel
  • Peggy Eddens - WSFS Bank

5. FDF/CXFS Connect

Date: January 25 - 26, 2021

Location: Remote, North America

Who should go: Senior CX and digital leaders from banks, credit cards, and credit unions.

Description: Future Digital Finance / Customer Experience in Financial Services is an invite-only event geared towards CX leaders in the consumer finance industry. At a time where customer expectation is higher than ever and rules of play are subject to total reinvention, this event provides best practices and thought leadership on how to successfully move forward.

Featured speakers:

  • Rebecca Mann - Western Union
  • Mike Balsam - Wells Fargo
  • Priya Sajja - BNY Mellon
  • Guru Bhat - PayPal

6. CCW At Home (Customer Contact Week series)

Date: January 25 - 29, 2021

Location: Remote, North America

Who should go: Customer contact and CX professionals looking to design strategic customer contact improvement goals and hear from inspiration leaders in the CX and customer contact space.

Description: CCW’s popular event was distilled into a virtual interactive format in 2020, so successfully that it’s being repeated to kick off 2021. This online event features a mix of master classes, case studies, virtual networking and even a book club. Attendees will hear from inspiring speakers on topics like digital transformation, agile channel management, social media customer care and the latest thinking in training and development.

Featured speakers:

  • Adam Hunt - Tesla
  • Cory Hanes - Talkdesk
  • David Johnston - US Department of Defense
  • Alison Lichtenstein - Dow Jones

7. CCW (Customer Contact Week) Las Vegas

Date: June 28 - July 1, 2021

Location: Caesars Forum, Las Vegas

Who should go: This event is geared towards CX and customer service leaders, and anyone working in a decision-making role in customer contact, including social media and contact centers.

Description: After postponement due to Covid-19, this landmark event is now set to go ahead with a packed schedule of boot camps, workshops, summits, main stage and breakout sessions, an expo hall and evening entertainment. Expect to learn about all aspects of customer contact best practice, including technology and innovation, DEI and workforce engagement.

Featured speakers:

  • James Dodkins - Rockstar CX
  • Jaysa Boyer - United Medical Academy
  • Sara Ortiz - Five Guys Enterprises
  • Lance Gruner - Mastercard international

8. CXN Live: Voice of the Customer

Date: 16 - 17 February, 2021

Location: Remote

Who should go: Senior CX decision makers, including specialists in customer strategy, market research, customer success, customer loyalty and customer satisfaction.

Description: CXN Live looks at VoC (Voice of the Customer) in a fresh light following the changes brought by the pandemic. Through inspiring talks from leaders at big-name brands, the event will focus on tools and techniques for capturing feedback, using analytics to identify trends, and communicating within your organization.

Featured speakers:

  • Lisa Kaufman - WorldPay/IPS
  • Mark Curtis - Accenture International
  • Sam Phillips-Lord - BT
  • Jay Callery - Philips

9. Global CX Summit

Date: 24 June, 2021

Location: Remote, Mumbai

Who should attend: Heads of CX, UX, customer relations, customer contact, consumer insights and analytics, and other digital and marketing specialists.

Description: The Global CX Summit brings together business leaders from across Asia and the rest of the world, using interactive digital technologies to deliver sessions, breakouts and discussions on topics like personalization, touchless customer experiences, and how to adapt in times of crisis.

Featured speakers:

  • Subramanyam Iyer - DBS Bank
  • Rekha Nair - GVK International Airport
  • Rajagopal Natarajan - Xook
  • Atin Chhabra - Schneider Electric


Register free for our WorkDifferent event