Customer Experience

The top customer experience (CX) conferences for 2020

As a customer experience professional, you see first hand that the industry is ever-changing and the need to keep up with the latest trends to stay relevant.

Customer experience conferences are a great way to learn, share ideas, and network with other professionals. It also gives a well-needed reprieve from the day-to-day grind in the office and a chance to ignite a new spark of creativity.

Below are 10 customer experience conferences that you should check out in 2020.

1. CX @ X4 — The Experience Management Summit

Date: March 10-13, 2020

Location: Salt Lake City, UT

Who should go: Everyone in the experience management industry, regardless of position or rank.

Description: X4 is an unforgettable conference experience and is wholly dedicated to helping you and your organization achieve breakthroughs. Here’s what to look forward to: A bucket-list-worthy lineup of main stage speakers will share their breakthrough moments. Leading brands will share the experience management programs they’ve built to delight customers and employees. And you’ll network with and learn from some of the brightest minds in your field.

Guest announcements (so far):

Michelle Obama

Ellen Degeneres

Chip and Joanna Gaines


Entertainment by:

The Killers

Other featured speakers:

  • Qualtrics, Brian Stucki, VP of CustomerXM
  • Adidas - Charles Cassar, Director of Digital Customer Experience
  • Peloton - Brad Olson, SVP of Member, Experience
  • American Express - Luis Angel-Lalanne, VP, Customer Listening
  • Neil Pirie, VP, Enterprise Strategic Initiatives

2. Forrester CX Forum NYC

Date: June 16-18, 2020

Location: NYC, NY

Who should go: Professionals responsible for the design and delivery of CX. This includes CX strategists, CX management, and anyone who works with the customer journey and brand.

Description: More than 1,200 customer experience leaders from retail, financial services, media, healthcare, and more come to this event to discuss today's marketing landscape. They teach the importance of fully understanding your customers so you can ignite new business opportunities, expand customer relationships, and grow revenues.

Speakers: Speakers for 2020 haven’t been announced yet but speakers in 2019 included:

  • Ellen Needham - Director of Customer Insights & Innovation, Patagonia
  • Maryssa Miller - Head of Digital And Customer Products, JetBlue
  • Fatemeh Khatibloo - VP, Principal Analyst, Forrester

Additional dates: This event is held in additional cities including:

CX Sydney- April 29-30, 2020

CX Europe - November 18-19, 2020

3. ZenDesk Relate 2020

Date: March 3-5, 2020

Location: Miami, FL

Who should go: There are 5 tracks to follow so the CIO, customer service agent, and developer can all have a different experience.

Description: Relate offers three full days of Zendesk product training, learning CX industry best practices, and networking. There are more than 200 speakers and 1,500 attendees. They focus heavily on networking and have certifications for admins, agents, and developers.

Keynote speakers:

  • Guy Raz, Host, co-creator, and editorial director, TED
  • Sara Blakely, Spanx Founder & Chief Executive Officer
  • Mikkel Svane, CEO & Founder, Zendesk

4. Gartner Customer Experience and Technologies Summit

Date: June 8-9, 2020

Location: London, UK

Who should go: Department heads looking to improve their leadership skills and customer experience professionals who need practical advice to advance their strategies.

Description: Attendees will learn how to transform their customer experience strategy and drive business results. The conference covers delivering a seamless experience, developing a clear CX vision and strategy in your organization, unlocking the real business value in your customer data, and more.

Speakers for 2020 haven’t been released yet but 2019 speakers included:

  • Ed Thompson - Distinguished VP Analyst
  • Brian Manusama - Sr Director Analyst
  • Olive Huang - VP Analyst
  • Jim Davies - Research Director

Additional dates: This event is also in Sydney, Australia on June 16-17, 2020

5. MarTech

Date: West - April 15-17, 2020, East - Oct 6-8, 2020

Location: West - San Jose, CA & East - Boston, MA

Who should go: MarTech is for senior marketing, technology, and digital executives and experts at the intersection of marketing, technology, and customer experience (VP, Director, C-suite).

Description: MarTech is for senior-level professionals who understand that marketing and tech must be used together. These people are marketing technologists, creative technologists, growth hackers, data scientists, and digital strategists. The content is focused on marketing technology issues and bridging the gap between marketing and tech.

Featured Speakers:

  • Helen Abramova - Marketing Technology Lead Verizon Business Group
  • Benjamin Bloom - Senior Director Analyst Gartner
  • Nancy Duarte - Principal Duarte, Inc
  • Erin Alemdar - Senior Digital Strategist Whereoware

6. CMSWire’s DX Summit

Date: October 12-14, 2020

Location: Los Angeles, CA

Who should go: Digital CX executives, customer engagement Leaders, and analytics and optimization owners. Many attendees are director and manager level.

Description: The DX Summit conference is for customer experience and digital marketing leaders taking on challenges in machine learning and AI, voice of the customer (VoC), optimization, big data and analytics, and digital experience. They teach new strategies and spark cross-industry insights.

Featured speakers:

  • Jonah Berger - Marketing Professor, University of Pennsylvania
  • Stacey Decker - Deputy Managing Editor for Digital, Education Week
  • Carmen Simon - Founder, Memzy

7. Incite Customer Service and Experience Summit

Date: September 14-15, 2020

Location: London, UK

Who should go: Senior customer service and experience professionals

Description: The Customer Service and Experience summit Europe brings together the most important brands to help you set the bar for your multi-channel support strategy going forward. This summit will help you keep up with the rapid pace of progress and ensure you nail your customer strategy from technology through to internal teams.

Speakers for 2020 haven’t been released yet but 2019 speakers included:

  • Monika Schulze - Global Head Customer & Digital Experience, Zurich
  • Regina Borda - Managing Director Europe and Canada, Pizza Hut
  • Paul Richardson - Global Head of Customer Journey Approach, HSBC
  • Louise Ayling - Head of Customer Experience Marketing, Samsung

8. CXPA Global Insights Exchange

Dates: April 27-29, 2020

Locations: Orlando, FL

Who should go: Anyone who’s a member of the Customer Experience Professionals Association (CXPA).

Description: This conference is not exclusive to CXPA members, but it is hosted by members. The conference goal is to expand your knowledge and your network, share best practices, and discuss current issues and trends in CX.

Featured speakers:

  • Jeanne Bliss - The Godmother of Customer Experience, CCXP
  • More speakers to follow.

9. Next Generation Customer Experience (NGCX)

Date: March 23-25, 2020

Location: Indian Wells, CA

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: NGCX brings together senior-level CX professionals to discuss the latest strategies. They focus on structured networking, presenting case studies, market research, and interactive roundtable discussion groups.

Featured speakers:

  • Scott Chilson - Vice President, Global Customer Experience, Johnson & Johnson
  • Troy Barnes - Chief Customer Officer, Pizza Hut
  • Kristin Reilly - VP, Global People Exp, Walmart
  • Colin Crowley, VP, Customer Experience, Freshly

10. Refresh 2020 - Experience Matters

Date: September 2020

Location: Las Vegas, NV

Who should go: Everyone in the experience management industry, regardless of position or rank.

Description: Refresh 20 features two days filled with inspiring sessions, technical hands-on workshops and plenty of networking opportunities.
Engage in sessions about the latest trends and best practices in helpdesk/customer support, CX management, IT service desk management, and more. There’ll be 5+ tracks to choose from with a focus on organizational transformation, and acquiring practical knowledge on how to make your teams more productive and efficient.

Speakers for 2020 haven’t been announced yet but 2019 speakers included:

  • Shaquille O'Neal - Entrepreneur, Investor, Former NBA player
  • Marcus Engman - CEO & Creative Director at Skewed Productions
  • Girish Mathrubootham - CEO. Freshworks


Want to attend the top CX conference of 2020?