Customer Experience

The top customer experience (CX) conferences for 2019

Diana Kaemingk // November 29, 2018 // 10 min read

As a customer experience professional, you understand the industry ever-changing and you must keep up with the latest trends to stay relevant. Customer experience conferences are a great way 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 for 2019.

1.   CX track at The X4 Experience Management Summit

Date: March 5-8, 2019

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 break down their pivotal 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):

— Ryan Smith (@RyanQualtrics) November 15, 2018

— Ryan Smith (@RyanQualtrics) October 4, 2018

— Ryan Smith (@RyanQualtrics) November 1, 2018

Other notable speakers:

  • Chris McDonough- Chief Brand Officer, L.L. Bean
  • Carey Kolaja- Chief Product Officer, Citi
  • Nir Eyal- Author of Hooked: How to Build Habit-Forming Products

2. Forrester CX Forum NYC

Date: June 11-12, 2019

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: Harley Manning, Vice President, Research Director at Forrester and a variety of Forrester analysts.

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

Sydney- May 9, 2019

San Francisco- October 17-18, 2019

Singapore- August 28, 2019

London- November 14-15, 2019

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: Speakers haven’t been released but notable 2018 speakers were:

  • Amie Tornincasa- Director, Studio Technology, Netflix
  • Paul Chapman- Chief Information Officer, Box
  • Mindy Kaling- Actor, Writer, Producer, Director

4. Gartner Customer Experience and Technology Summit

Date: May 22-23, 2019

Location: London, UK

Who should go: Department heads looking to improve their leadership skills and customer experience professionals who needs 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.

Keynote speakers:

  • 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 17-18, 2019.

5. Advocamp

Date: TBD 2019

Location: 2018 was in Toronto, Canada and Virtual. 2019 TBA

Who should go: Customer experience advocates in their companies.

Description: Advocamp is a like a marketing bootcamp featuring a mix of learning and fun. It celebrates the culture of customer love and advocacy while also providing the tools you need to transform your customer obsession into a defined business strategy that drives results. All of the 2018 sessions are available online for a small fee and the 2019 event will also feature many virtual sessions if you can’t be there in person.

Keynote speakers: 2019 speakers haven’t been released but 2018 speakers included:

  • Mark Organ, Founder & CEO of Influitive
  • Jay Baer- New York Times Best-Selling Author
  • Nir Eyal- Bestselling Author of Hooked: How to Build Habit-Forming Products

6. MarTech

Dates: April 3-5, 2019 (West) & September 16-18, 2019 (East)

Locations: San Jose, CA and Boston, MA

Who should go: MarTech is for senior marketing, technology, and digital executives whose jobs intersect with marketing, technology, and customer experience. They encourage VP’s and higher to attend.

Description: MarTech focuses on senior-level participants who have the ability to break down organizational silos and integrate technology, marketing, and management into one. Participants will walk away with a better understanding of agile practices, implementing marketing technology, and nurturing multi-disciplinary marketing and technology talent.

Speakers: 2019 speakers include:

  • Martin Aubut- Chief Digital Officer, L'Oréal Canada
  • Scott Brinker- Conference Chair, MarTech &
  • Tracy Cioffi- CMO, MOD Pizza
  • Nick Drake- Executive Vice President, Marketing & Experience, T-Mobile 

7. CMSWire’s DX Summit 

Date: November 4-6, 2019

Location: Chicago, IL

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.

Keynote speakers: 2019 speakers haven’t been announced but 2018 speakers included:

  • Pramod K. Mudrakarta- Senior Ph.D. Student, University of Chicago
  • Nathalie Latourelle- Lead – Digital Experience, MPO, National Bank of Canada
  • Holly O’Neill- Chief Client Care Executive & Head of Consumer Client Services, Bank of America
  • Todd Unger- Chief Experience Officer, SVP Physician Engagement, American Medical Association

 8. Next Generation Customer Experience (NGCX)

Date: March 25-27, 2019

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.

Keynote speakers: 2019 speakers haven’t been announced but 2018 speakers included:

  • Ernie Garcia- CEO, Carvana
  • Christine Kettmer- Senior Director, Customer Experience & Innovation, Marriott International
  • Jonathan Mann- Senior Director, User Experience Design, Target
  • Ruth Crowley- VP, Customer Experience Design, Lowe’s Companies

9. CXPA Insights Exchange

Dates: March 13-14, 2019 (Europe) & May 15-16, 2019 (U.S.)

Locations: Dublin, Ireland & Salt Lake City, Utah

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.

Keynote speakers: The 2019 U.S. speakers haven’t been announced yet but the 2019 European speakers are:

  • Paul Barber- CEO and Chief Executive, Brighton & Hove Albion Football Club
  • Dan Moross- Director of Customer Experience, Moo
  • Siobhan Hennessey- Head of Customer Experience, Musgrave Retail Partners Ireland
  • Sarah Sargent- Head of Customer Experience, Lowell Group

10. Smart Customer Service Conference

Dates: April 29-May 1, 2019

Locations: Washington, D.C.

Who should go: Strategists, manager, and executives who work in customer support and customer service.

Description: The Smart Customer Service conference sheds light on the technology and strategy needed to build successful customer support programs. They focus on improving employee engagement to improve customer service and getting your team to focus on the right objectives.

Keynote speakers: 2019 speakers haven’t been announced but 2018 speakers included:

  • Brian Solis- Principal Analyst, Altimeter
  • Pasquale DeMaio- GM, Amazon Connect
  • Vikram Anbazhagan- Head, Product Management for Language Technologies, Amazon Machine Learning

If you’re ready to refine your CX strategy and skills, register for the Qualtrics X4 Summit and take the “Customer Experience and Insights Conference” track. With more than 12 specific CX breakout sessions to choose from, you’ll learn how top brands conduct customer research and execute market-leading CX programs and walk away with a network of fellow executives, CX managers, and customer research experts.

Want to attend the top CX conference of 2020?