All CS and CX Conferences
PLEASE, CHECK OUT OUR UPDATED LIST OF CUSTOMER SUCCESS AND CUSTOMER EXPERIENCE CONFERENCES FOR 2019
Looking for a complete list of customer experience conferences, customer service, and customer success forums and summits for 2018? Well, who isn’t!
Since digitization requires businesses to focus 100% on customer experience and customer success, it is quite normal that we see a proliferation of events that cover these specific areas.
We tried to draw up the most complete list of customer success and customer experience conferences for 2018 so that you can choose the events you really can’t miss.
ATTENTION: Bookmark this page and come back once in a while! We’re going to keep our eyes peeled and include additional gatherings we might come across and keep the list up to date. Plus, if you think we forgot a relevant event, feel free to reach out and let us know what events we left out.
The list is divided into three geographic areas. We created a list of all the upcoming CX and Customer Success Conferences in the United States and Canada in 2018, a list of events that take place in Europe, and a list of conferences for Asia, Africa, and Oceania.
Before each section, you’ll find map and an interactive table that show you the exact location of the conferences we discovered. Some cities host multiple events.
Feel free to click on the links below the map to see all the events that take place in that specific city, or simply scroll through the article to find an event that you really want to attend.
Jump directly to:
- List of Customer Success and Customer Experience Conferences in North America for 2018
- List of Customer Success and CX Conferences in Europe for 2018
- List of Customer Success and Customer Success Events in Asia, Africa, and Oceania for 2018
Table of Contents
Customer Success and Customer Experience Conferences in North America in 2018
CX and Customer Success Events in the United States and Canada
| TORONTO | SEATTLE | BOSTON | CHICAGO |
| CLEVELAND | NEW YORK | WASHINGTON | SAN FRANCISCO |
| LOS ANGELES | LAS VEGAS | PHOENIX | DALLAS |
| NEW ORLEANS | NASHVILLE | ORLANDO | SAN DIEGO |
CX WEEK CANADA 2018
(AUGUST 21-24, 2017 – TORONTO, ON)
CX Week is not only about customer experience design. The event is designed for people who work in different areas such as marketing, sales, customer service, or support.
CX Week Canada 2018 brings together some of the top Canadian customer experience leaders in different sectors to convey the importance of delivering an omni-channel, individualized customer experience at each step of the customer journey. They often use the term ‘holistic experience’ as a mandatory strategy that companies need to implement in order to maintain their competitive advantage.
CUSTOMER EXPERIENCE STRATEGIES SUMMIT 2018
(APRIL 25-26, 2018 – TORONTO, ON)
The customer experience strategy summit is Canada’s largest customer experience forum. They target senior executives in the area of customer experience that want to put in place a comprehensive transformational experience to remain competitive in the era of digital transformation.
Their goal is supporting companies that drive competitive differentiation to improve the customer journey and establish a long-lasting relationship with their customers. Participants will become familiar with all the tools that allow to improve service quality, engage employees, integrate channels, and innovate processes.
CUSTOMER SUCCESS CON 2018
(FEBRUARY 5, 2018 – SEATTLE, WA)
The Customer Success Con allows customer success professional to acquire and exchange best practices and skills within their community. Being a member involves being able to network, and accrue knowledge in the field of customer success management.
They also offer an almost unlimited library of resources as well as a rich directory of members that include some of the top experts in the field.
CUSTOMER SUCCESS CON EAST 2018
(APRIL 23, 2018 – BOSTON, MA)
Customer Success Conference organized by the Customer Success Association. For more information about their community and the resources they offer, see the Customer Success Con Event which takes place in Seattle.
MODERN CUSTOMER EXPERIENCE
(APRIL 10-12, 2018 – CHICAGO)
The modern customer experience event is a great opportunity to network with some of the experts and visionaries that are part of a huge community of 4,000 customer experience professionals.
Participants will be able to take part in sessions and have access to exclusive case studies provided by Oracle customers, executives, partners, and industry gurus.
DIGITAL CUSTOMER EXPERIENCE STRATEGIES SUMMIT 2018
(TBD, CHICAGO, IL)
During the digital customer experience strategies summit, you’ll be able to join the key players in digital customer experience to find out what the latest requirements in the market are.
The event focuses on all the latest technology trends in customer experience and involves presentations, workshops, seminars, Q&A sessions aimed at supporting participants who wish to:
Increase loyalty
Customize the customer journey
Ensure seamless journey mapping
Amplify mobile communication
Develop omni-channel strategies to interact with customers
Reduce costs through automation and AI
Collect and Interpret actionable data
The conference is a great opportunity to learn and network for every customer experience professional independently from the sector you work in and the size of your company.
CCW EXECUTIVE EXCHANGE 2018
(August 12-14, 2018 – CHICAGO, IL)
The 2018 Chicago customer contact week executive exchange is centered on innovation. The event is a must even for the most senior executives thanks to the networking opportunity it offers and the topics it covers through presentations, case studies, group discussions, one-to-one business meetings, and interactive activities.
CMSWIRE’S DIGITAL EXPERIENCE (DX) SUMMIT 2018
(OCTOBER 29-31, 2018 – CHICAGO, IL)
The team at CMSWire has spent over a decade covering the evolution of the digital experience landscape. Wanting to provide an intimate setting for sophisticated digital professionals to come together, they’ve also developed the DXSummit.
At the DX Summit, leading thought leaders gather to exchange best practices, personal experiences, developing research and fresh ideas. If you’re looking to stay up-to-date on new technologies, data-driven strategies or just network with like-minded Digital Customer Experience Leaders, this event is for you!
CUSTOMER SERVICE REVOLUTION
(OCTOBER 24-25, 2018 – CLEVELAND, OH)
America’s #1 Customer Service Conference includes two full days of main stage and breakout sessions led by world-class brand executives, best-selling authors and customer experience experts.
Network with the world’s foremost customer experience leaders in attendance and take home immediately implementable ideas applicable for all industries.
THE CUSTOMER SERVICE SUMMIT
(OCTOBER 4-5, 2018 – NEW YORK CITY, NY)
The upcoming New York customer service summit will be attended by some of the most prominent executives of successful brands and the main agenda, this year, can be summarized by their list of suggestions for companies that want to thrive in the digital era:
Be Integrated (offer an omni-channel, frictionless experience), Proactive (adopt preemptive customer care measures), Personalized (implement the best technology that allows you to offer a fully customized customer journey) , Customer-Centric (collect feedback to engage and delight your customers), and scalable (maintain quality while growing your customer care taskforce).
Participants will be able to learn from renowned keynote speakers and from each other during this two-day event that focuses on customer care and customer service.
CXNYC 2018
(JUNE 19-20 – NEW YORK CITY, NY)
Their motto: Designing Breakaway Customer Experiences
This event emphasizes the importance of customer experience programs that not only lead to customer satisfaction but that also drive revenue and profits.
Attendees of the Forrester’s customer experience conference in New York City will familiarize with all the analytic tools that are necessary for decision-making processes and to design a profitable customer-centric strategy while learning how to flawlessly execute their strategies to offer real value to their customers.
The event will take advantage of the results of FOrrester’s latest research in the field of customer experience design.
SMART CUSTOMER SERVICE 2018
(APRIL 9-11, 2018 – WASHINGTON DC)
Smart customer service will provide an overview of all the opportunities that can help companies that want to master customer service in the era of digital transformation.
Participants will be able to have a complete overview of all the stages and processes that are involved in creating a remarkable customer service strategy across different channels.
Their promise: by attending you’ll learn how to:
Retain your best agents
Improve agent empathy
Minimize customer effort
Leverage knowledge management to reshape customer service
Benefit from social and mobile support strategies
Apply best-in-class multichannel strategies
Utilize emerging strategies, such as performance support and contact rate
CXDC 2018
(SEPTEMBER 24, 2018 – WASHINGTON DC)
The customer experience event organized by Forrester!
SAN FRANCISCO AND SAN JOSE, CA (8 Events)
BLOOMREACH CONNECT SF 2018
( OCTOBER 11, 2018, SAN FRANCISCO, CA)
BloomReach Connect SF is a user conference and DX event, where developers, marketers, merchandisers and leading digital business builders come together. This year’s event features visionary speakers from Hilton, Staples, Disney and more.
The day consists of two tracks: the Innovation track and the Getting Unstuck track. Expect to come away inspired with new ideas around AI, data, applications, relevant customer content, site merchandising, and the customer journey.
MARTECH CONFERENCE 2018
( APRIL 23 – 26, 2018, SAN JOSE, CA)
MarTech is obviously one of the most popular events for marketers since it covers all the latest innovations and solutions.
But in the era of cross-functional units, marketing is as involved in activities targeted towards a seamless customer experience as sales, customer support, and customer success.
The complex ecosystem we work in is dominated by cross-pollination and the barriers between different units have become frail and almost nonexistent. By presenting some of the latest technological resources for marketing experts, the conference also confronts their participants with their role in customer experience in the era of change management.
INFLUITIVE’S ADVOCAMP
(DECEMBER 6 – 8, 2017 – SAN FRANCISCO, CA)
Byproducts of a great customer success strategy and of a thorough customer experience program are customer loyalty and advocacy.
Advocamp is an international conference that unites participants whose primary goal is generating and fostering advocacy in the customer-centric economy.
The gathering aims to present tools and strategies that enhance the culture of customer care and customer engagement thanks to the experience and knowledge of some of the top experts in the sector.
THE CUSTOMER SUCCESS SUMMIT 2018
(TBD – SAN FRANCISCO, CA)
The customer success event organized by Totango. Stay tuned for updates regarding this event on our page and don’t forget to sign up for their newsletter to receive the agenda of the upcoming summit!
PULSE 2018
(APRIL 10-11, 2018 – SAN MATEO, CA)
The customer success event organized by Gainsight for professionals who work in any post-sales or customer-facing roles.
A two-day learning conference that also offers an incredible amount of networking opportunities.
CXSF 2018
(OCTOBER 2-3, 2018 – SAN FRANCISCO,CA)
Forrester’s Customer Experience Forum in San Francisco.
2018 SUMMIT ON CUSTOMER ENGAGEMENT
(MARCH 5-7, 2018 – REDWOOD SHORES, CA)
This is the world’s leading educational experience focused solely on customer advocacy and engagement programs. Now in its 14th year, the event is an intimate gathering optimizing your ability to meet, interact and build relationships with peers in the industry.
The Summit provides the latest advances by your peers on critical issues. Whether you need executive support for your customer program, to build stakeholder cooperation, or attract passionate advocates, the Summit gives you actionable information you can use as soon as you get back to the office.
Topics include reference programs and content to communities and executive engagement. Attendees range from those just getting a customer program started to people who come every year and always walk away having learned something new.
CHIEF CUSTOMER OFFICER FALL 2018
(SEPTEMBER 10-12, 2018 – SAN FRANCISCO, CA)
Join over 130 of North America’s CX leaders and Chief Customer Officers for 3 days of insightful, practical and cutting-edge talks and discussions on the CX road-map. Chief Customer Officer, Fall has been designed to arm with you with the practical solutions needed to drive a culture of customer-centricity throughout your company. Our panel of expert speakers will provide you with actionable advice on how to optimize and monetize your CX strategies.
METROPOLITAN LOS ANGELES, CA (1 Event)
DISNEY INSTITUTE CUSTOMER EXPERIENCE SUMMIT
(MAY 7-9, 2018 – ANAHEIM, CA)
Disney is one of the pioneering brands in the field of customer experience.
During the summit, participants will be able to learn time-tested models for designing and delivering a superior customer service through the insights and tactics adopted by Disney’s been-there-done-that top executives.
Main objectives for this summit include:
Empowering organizations that seek new ways in the area of customer service
Offering proven cultural transformation and change management tactics
On top of engaging presentations and networking events, the conference will offer guided activities that will allow users to define clear business models, real-life sector-neutral case studies and examples, best practices (Disney Parks and Resorts), and more.
THINK 2018
(MARCH 19 – 22, 2018, LAS VEGAS, NV)
THINK 2018 will involve some of the top experts in digital transformation and cover different aspects of modern digitization from blockchain, data, and cloud, AI, to IT infrastructure, IoT, security, and more.
The driving force of the community is discovering technology that allow the great visionary minds of today to solve concrete world’s problems.
ADOBE SUMMIT 2018
(MARCH 25 – 29, 2018 – LAS VEGAS, NV)
The event targets participants who want to become experts in creating and managing customer-centric businesses. They offer over 250 sessions and labs across six tracks:
Analytics
Content & Experience Management
Email & Omnichannel Marketing
Personalization
Advertising
Marketing Innovations
CUSTOMER CONTACT WEEK
(JUNE 18-22, 2018 – LAS VEGAS, NV)
CCW is the place where customer care, CX, and customer service leaders come together to network and learn.
Customer contact and customer support are light years away from what they used to be just a few years ago. This stages are now directly integrated in the overall customer service strategy and essential elements within the customer journey.
That’s why, this year, the event, previously known since 1999 as Call Center Week, debuts with his new name.
OPTICON 18
(SEPTEMBER 11-13, 2018 – LAS VEGAS, NV)
Opticon is Optimizely’s flagship conference that brings together 900 attendees from all around the world for two and a half days to experience how to optimize customer experiences on digital. Join individuals and organizations who are re-imagining how their customers interact with the digital world around them.
Attend sessions, hands-on trainings, and interactive workshops where customer experience professionals can learn how to improve experiences based on data. Connect with the best and the brightest minds in the industry from leaders such as IBM, Gap, BBC, The New York Times, Visa, and more. Learn what is important to navigate the digital future at Opticon18, the number one conference that pushes the boundaries of digital experience optimization.
GARTNER APPLICATION STRATEGIES & SOLUTIONS SUMMIT 2017
(DECEMBER 4-6, 2017 – LAS VEGAS, NV)
Some of the most important topics for companies that want to thrive in the customer-centric economy include digital transformation, innovation, and unique customer experience.
Gartner Application Strategies and Solutions will help participants to develop leading edge applications, architectures, and strategies that actually create value and engage users while supporting the objectives of the main business strategy.
They offer 10 tracks subdivided into four programs tailored to different positions or focus area.
Gartner’s programs will cover important areas of innovation and efficiency from DevOps, agile to bimodal strategies while touching topics such as cloud technologies, mobile, APIs. IoT, microservices, event-driven architecture, voice-first apps, and blockchain.
The event offers a complete journey through the different areas touched by digital transformation and the challenges that digitization and digitalization present.
Participants will learn how to increase adoption, and engagement by creating a better digital user experience while optimizing the customer experience with data and analytics to foster loyalty in a multi-channel/multi-device customer journey.
INCITE CUSTOMER SERVICE SUMMIT WEST 2018
(JUNE 7-8, 2018 – SAN DIEGO,CA)
The Incite CSS West brings together an unrivaled list of senior leaders from the world’s most powerful and innovative brands. Main theme of the conference is to guide you seamlessly into the future of customer success, social care, and multichannel customer service.
NGCX – NEXT GENERATION CUSTOMER EXPERIENCE
(MARCH 27-29,2018 – PHOENIX,AZ)
NGCX (Next Generation Customer Experience) is an event for senior executives responsible who work in customer experience.It’s a great opportunity to meet other professionals in the field, learn from each other and find the right tools to build a solid strategy.
The event is completely sector-neutral and approaches customer experience from different angles and defines its implementation and execution across different channels and touchpoints.
The conference offers attendees exclusive structured networking events, Interactive roundtable discussion groups, peer-to-peer idea exchange, best practices, case studies that become extremely useful benchmark provided by top experts that successfully implemented solid customer success programs across different industries.
NGCX is an invite-only VP think tank that allows for senior level customer experience executives to network and discover innovative new concepts and solutions to unique challenges.
CUSTOMER CONTACT WEST
(OCTOBER, 21-24, 2018 – PHOENIX,AZ)
Customer Contact West is proud to be celebrating it’s 14th year and is designed to prepare the greater industry on the future of Customer Care.
This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact West provides pragmatic real world experiences, insight, best practices and tools for embracing an accelerating digital transformation.
CXPA EXECUTIVE SUMMIT 2018
(SEPTEMBER 14, 2018 – DALLAS, TX)
This is an invitation only event for CX VP and SVP executives. After a welcome dinner, attendees will take part in an all-day event of hosted discussions, networking and innovative problem solving activities.
NEXT GEN CUSTOMER DELIVERY
(FEBRUARY 7-9, 2018 – DALLAS, TX)
Next Generation Customer Delivery is an event in which senior supply chain operations, logistics and fulfillment executives gather to network, share ideas, and bring their insight and expertise on the latest technologies and trends in fulfilment.
CXPA CUSTOMER SPARK 2018
(SEPTEMBER 13, 2018 – DALLAS, TX)
This is an invitation only event for CX practitioners who have a CX role inside a company that does not sell CX services or tools at the Vice President level and above. The event will follow the same plan described in the section about the CXPA Executive Summit.
CXPA U.S.INSIGHT EXCHANGE 2018
(MAY 7-10, 2018 – NEW ORLEANS,LA)
The CXPA Insight Exchange involves more than more than 350 Customer Experience professionals iand is a great opportunity to learn and network, share best practices, and discover new technologies and trends in customer experience.
CUSTOMER CONTACT WEEK
(JANUARY 22-25,2018 – NEW ORLEANS, LA)
The customer contact week is organized by the Customer Management Practice.
The event explores different areas of customer car, CX, contact centers, and customer support.
This year, the event has attracted a long series of notable speakers, and offers more educational content, more structured networking events, meetups, and more knowledge exchange.
Customer Contact Week (CCW) is where customer care, CX, and contact center leaders come together, in a world in which customer support and customer contact has become an essential element of the overall customer experience.
CUSTOMER CONTACT WEEK EXECUTIVE EXCHANGE
(DECEMBER 3-5, 2017 – NASHVILLE, TN)
The forum is part of the CCW series event for executives.
Customer Contact Week (CCW) is the world’s largest customer contact event series.
CCW Executive Exchange is a premium, invitation-only event built for the most senior customer contact professionals in the sector and offer both learning and networking opportunities.
DISNEY INSTITUTE CUSTOMER EXPERIENCE SUMMIT
(AUGUST 27-29, 2018 – ORLANDO, FL)
To know more about this event, see the description of the DISNEY CX SUMMIT in Anaheim, CA which will take place in May 2018.
CUSTOMER CONTACT EAST
(APRIL 8-18, 2018 – Marco Island, FL)
Customer Contact East is proud to be celebrating it’s 14th year and is designed to prepare the greater industry on the future of Customer Care. This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact East provides pragmatic real world experiences, insight, best practices and tools for embracing an accelerating digital transformation.
2018 Customer Success and CX Conferences in Europe
| LONDON | BIRMINGHAM | GLASGOW | HARROGATE |
| FRANKFURT | AMSTERDAM | MADRID | BARCELONA |
| DUBLIN |
2018 CUSTOMER SERVICE & EXPERIENCE SUMMIT EUROPE
(SEPTEMBER 18 – 19 LONDON, UK)
The Customer Service Summit is a by brands for brands meeting focused on bringing together an unrivaled list of in-house customer service leaders across Europe.
The motto of the event is “Deliver an unforgettable Experience” and will involve over 120 senior attendees and 25 speakers.
Main focus areas: customer experience, new technologies, talent development and training, social customer care, empowering customers (self-service + social support).
You will learn how to advance customer support through AI, self-service, social customer care, multi-channel integration, automation, chatbots, self-learning, empowered agents and more.
THE CUSTOMER CONFERENCE 2018
(FEBRUARY 27 – LONDON, UK)
The 2018 Customer Conference is a one day conference and networking event.
During the conference, 24 speakers will share their customer journey ideas and customer experience know-how that aim to map end-to-end customer journeys, collect and analyze customer data, collect and analyze customer feedback, measure ROI, and take advantage of the latest technologies for companies that want to thrive in the CX economy.
Participants will become familiar with the latest innovation that dominates different stages of the digital transformation process and drive change management for companies that embrace a customer-centric approach.
Key elements that will be treated include multi-channel strategies, consistency, and social innovations that allow companies to meet the needs of their customers while also meeting their business goals.
GARTNER CUSTOMER EXPERIENCE & TECHNOLOGIES SUMMIT 2018
(MAY 24 – 25, 2018 – LONDON, UK)
The motto of the event is: Shaping the Future of Customer Experience
Implementing a customer-first culture is the very top priority of the majority of businesses right now.
Crafting a well defined, customized customer experience means dealing with multiple channels simultaneously, adapting to new behaviors and expectations. New breakthroughs and innovative new solutions support the company that embarked upon their digital transformation journey.
We have now more sources of data, and feedback that offer new opportunities to improve the customer experience and deliver a sustainable competitive advantage.
During the Gartner Customer Experience & Technologies Summit 2018, participants will learn how to take advantage of new technologies to create a digital strategy that triggers a great customer experience and fosters loyalty and advocacy.
CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE
(JULY 12, 2018 – LONDON,UK)
The customer engagement transformation conference will be attended by more than 300 customer engagement and customer experience professionals.
The event is famous for the quality of the content and speakers it presents. The conference is approved by the CPD and spawned from two Customer Engagement Transformation Directors Forums. The main area of interest is allowing companies to evolve always newer customer engagement strategies, by facing challenges and identifying opportunities through case studies, best practices, presentations, panel discussions and networking activities.
The real life end user case studies offer precious insights into customer engagement transformation strategies of some of the largest and most successful companies in different sectors. .
CX EXCHANGE RETAIL 2018
(JULY 3-4,2018 – LONDON, UK)
The CX Exchange Retail 2018 is a gathering of C-level and VP professionals in the sector of customer experience, marketing and ecommerce.
It attracts several different notable companies from large Fortune 500 companies to European 500 retailers.
Attendees have the opportunity to meet, discuss, exchange opinions, network, and learn the best practices that are shaping the future of CX in the retail sector.
During the conference, participants will be able to get to know groundbreaking new customer experience solutions and interact with their creators.
At the end of the conference, you’ll be familiar with all the strategies and tool that are necessary to enhance your store customer experience and ensure customer delight.
FORRESTER CX EUROPE 2018
(NOVEMBER 14-15, 2018 – LONDON, UK)
Constantly delivering great CX is a tall order. Forrester’s CX Forums is the place to go to find inspiration and collect all the knowledge and find out about the tools necessary to tackle the challenge of creating a memorable customer experience that drives growth.
THE UX DESIGN CONFERENCE 2018
(FEBRUARY 20,2018 – LONDON,UK)
The UX design conference is going to look into all the ways in which UX designers and business stakeholders can cooperate efficiently.
The event will be full of inspiring talks and presentations held by some of the top authorities in the sector and include some of the most known brands on the planet.
The event promises to be extremely insightful and full of practical tips that will allow designers to create an even better and more engaging user experience.
CUSTOMER INSIGHT AND ANALYTICS EXCHANGE 2018
(JANUARY 24-25,2018 – LONDON, UK)
The Customer Insight and Analytics Exchange 2018 is a mix of learning and networking events that appeals to every executive and business leader.
The Exchange is optimally designed to facilitate interaction while also providing top-notch keynote addresses, case studies, discussion panels, one-to-one meetings, together with the opportunity for solution providers to get in touch with attendees.
CX ARTIFICIAL INTELLIGENCE 2018
(MARCH 20-21, 2018 – LONDON, UK)
The main focus of the CX Artificial Intelligence Conference 2018 is CX strategies and innovation through the application of artificial intelligence.
In the era of digital transformation, companies need to optimize processes and drive innovation at very high speed to meet the requirements of the X economy.
Understanding when and how to innovate is the key to a successful and sustainable business growth.
The London CX Artificial Intelligence event will provide attendees with all the latest information regarding all the disruptive technologies that are enabling digitization.
From RPA, automation, machine-learning, hyper-personalization, chatbots, to NLP and a series of other concepts, the ability to understand and implement AI will be a decisive differentiator that will separate winners from losers in the era of digital disruption.
CX Artificial Intelligence will allow you to interact with thought-leaders and their cross-industry perspectives on current and future challenges in the digital transformation journey. Additionally, attendees will also be able to interact with peers, exchange experiences and learn how to drive CX innovation by taking full advantage of modern AI technologies.
CORPORATE COMMUNICATIONS 2018
(FEBRUARY 6,2018 – LONDON, UK)
During Corporate Communications 2018, 30 Corporate Communications DIrectors will talk about real strategies that ended up adding value in the fields of crisis management, reputational risk, PR, cross-channel customer communication, innovation, measuring impact and proving value and win buy-in
ANNUAL CONFERENCE OF THE INSTITUTE OF CUSTOMER SERVICE 2018
(MARCH 6, 2018 – LONDON, UK)
The theme for the 2018 Annual Conference of the Institute of Customer Service is “Customer Service 2018: Game changing strategies in an unpredictable environment”.
Consistency and coherence are the keys to a successful customer strategy and will also provide a solid bedrock to build successful tactics that create a great experience despite uncertainty.
CX EXCHANGE BFSI
(TBD – LONDON, UK)
The Customer Experience Exchange for BFSI (Banking, Financial Services and Insurance)
is the hub for traditional, challenger and disruptor banks across the UK to unite and gain a competitive edge together. The event boasts a customized itinerary, exclusive attendance, strategic conference sessions, and one-on-one business meetings.
Ensuring a high degree of relevancy, only senior executives responsible for the design, development and delivery of their customer service strategies and solutions are invited to attend. If you’re looking for an something that will provide exceptional networking opportunities, business meetings and strategic information sharing sessions, this is the event for you!
INCITE CUSTOMER SERVICE SUMMIT EUROPE 2018
(SEPTEMBER 11-12,2018 – LONDON, UK)
The Customer Service and Experience Summit Europe is a brand focused meeting for customer support, customer experience and social customer care executives. This event is brought by Incite Group from US due to great success and high demand for this Event in Europe.
CHIEF CUSTOMER OFFICER EUROPE 2018
(OCTOBER 9-10,2018 – LONDON, UK)
Join Europe’s most senior CCO event for 2 days of jam-packed content covering some of today’s complex opportunities and challenges in the customer experience landscape including: digital transformation, customer experience ownership across the value chain – the role of the c-suite in championing CX, navigating through a complex customer journey mapping, customer feedback measurements and metrics, the role of data analytics in customer experience, moving from automation to artificial intelligence.
CUSTOMER SPARK EUROPE 2018
(NOVEMBER 29, 2017 – BIRMINGHAM, UK)
A Customer Experience Exchange: Igniting Ideas for Transformative Customer Experience
During the Customer Spark Europe 2018 Conference, participants will be invited to discover those elements of customer experience that convert into customer success and customer advocacy.
Participants will be inspired by eight top brands that will share their secrets to foster customer loyalty while networking with other CX professionals.
CXPA EXECUTIVE SUMMIT
(NOVEMBER 30, 2017 – BIRMINGHAM, UK)
An Exclusive Event by Invitation Only for ‘Head Of’ CX Practitioners
The event will be characterized by activity sessions and conversations. Participants will be able to exchange advice and address their main concerns with the help of their peers. The event is by invitation only but open to CXPA members as well as non.members.
CCW CUSTOMER CONTACT WEEK EUROPE 2018
(MARCH 12-15, 2018 – GLASGOW, UK)
Customer Contact Week Europe 2018 is the biggest global customer contact and customer support event in the customer contact series.
This event is a must for all customer contact strategists who seek to improve their knowledge of best practices and tools in the area of customer contact in order to create a complete picture of their customer journey.
Customer Care and Customer Support have become the pillars of a modern digital strategy and keep being disrupted by new technologies and innovation in the sector.
Particularly considering the number of new channels that can be used for customer communication and customer contact, it is essential for businesses to become familiar with all the strategies and tactics that lead to a positive and frictionless customer experience despite the increasing complexity of current queries.
This together with automation (AI and chatbots) are the main topics of this year’s event.
CUSTOMER STRATEGY & PLANNING 2018
(APRIL 23 – 24, 2018 – HARROGATE, UK)
Customer Strategy and Planning 2018 is a very important event for customer experience professionals.
Attendees include top industry experts and sector authorities that interact with those teams who are responsible for driving change and planning a customer strategy.
The conference is completely focused on the needs of specialist planning, analytics, insight, quality, and customer experience teams.
The hands-on approach of the conference is reflected in all the case studies, keynotes, and workshops, together with breakout groups to share best practices and discuss those challenges that create inconsistencies in the customer strategy.
With over 600 attendees, this event is also a great opportunity to expand your network.
CUSTOMER CONTACT EUROPE
(JUNE 11-13, 2018 – DUBLIN, IRELAND)
Customer Strategy and Planning 2018 is a very important event for customer experience professionals.
Attendees include top industry experts and sector authorities that interact with those teams who are responsible for driving change and planning a customer strategy.
The conference is completely focused on the needs of specialist planning, analytics, insight, quality, and customer experience teams.
The hands-on approach of the conference is reflected in all the case studies, keynotes, and workshops, together with breakout groups to share best practices and discuss those challenges that create inconsistencies in the customer strategy.
With over 600 attendees, this event is also a great opportunity to expand your network.
CUSTOMER SUCCESS EUROPE UNPLUGGED DUBLIN
(OCTOBER 3, 2018 – DUBLIN, IRELAND)
This event (our 5th in Dublin) is being hosted by Customer Success Europe in collaboration with two other independent Customer Success Community organisations – The Customer Success Association – The CustomerSuccessNetwork.org Limited to just 80 attendees, this day-long event will be highly interactive (as always). We will have local and European speakers, all of whom are experts and experienced practitioners in Customer Success.
We are working on an amazing Agenda that will cover all the stages of the Customer Journey as well as specific challenges in Customer Success (e.g. Change Management, Developing and Hiring CSMs, etc.)
BLOOMREACH CONNECT AMS
(NOVEMBER 15, 2018 – AMSTERDAM, THE NETHERLANDS)
BloomReach Connect AMS brings together its user community with other visionaries in the digital experience field. This year DX game-changers, including speakers from Halfords, GrandVision, FC Bayern Munich, Gartner, NHS Digital and more, take the stage.
The event is made up of three tracks: Innovation, Marketing & Merchandising, and Tech. This collaborative day is where digital experiences come to life. Prepare to be inspired by the fantastic lineup and other trailblazers in tech attending this event.
DESIGN THINKERS ACADEMY’S CUSTOMER JOURNEY MAPPING
(JANUARY 24, 2018 – AMSTERDAM, THE NETHERLANDS)
This one-day course will give you a common level of understanding of the Service Design Thinking principles, key tools & terminology necessary for customer journey mapping.
The focus of this course will be on practice, and learning by doing.
CUSTOMER SUCCESS CLINIC 2018
(MARCH 7, 2018 – BUSSUM, NL)
The Customer Success Clinic 2018 in Bussum is the event of the year for end users and partners in the fulfillment departments of customer-oriented businesses.
The organizers offer 25 sessions which will provide insight into various case studies, best practices, and latest trends.
Participants will look at how to achieve an optimal Customer Experience within their organization by accruing knowledge in subjects such as Customer Experience & CRM, BI, Insights & Analytics, IoT & Data-Driven Marketing while covering the Microsoft business software portfolio.
The event is highly recommendable for both business and IT executives.
SHIFT / CX DIGITAL
(MARCH 14-15, 2018 and MAY 8-9 – FRANKFURT, GERMANY)
A CX conference for the German speaking market. The main focus of the conference is looking at the paradigm shift in the approach to communication with customers through different touchpoints within the customer journey.
Thanks to a series of presentations and workshops, the conference will present new trends, software solutions, and processes that characterize a modern digital experience through automation, customer journey mapping, conversion optimization, lead generation, content, data management.
SERVICE DESIGN GLOBAL CONFERENCE
(TBD – MADRID, SPAIN)
The global conference organized by the service design network.
9th ANNUAL CUSTOMER EXPERIENCE SUMMIT
(TBD – Barcelona, Spain)
Focus on Customer Experience and Customer Engagement.
Customer Experience and Customer Success Events in Asia, Africa, and Oceania, in 2018
| DUBAI | SINGAPORE | JOHANNESBURG | SYDNEY |
CUSTOMER EXPERIENCE MANAGEMENT IN TELECOMS 2018
(APRIL 9-11, 2018 – DUBAI, UAE)
Customer Experience Management in Telecoms Middle East conference.
CUSTOMER EXPERIENCE MANAGEMENT ASIA SUMMIT 2018
(SEPTEMBER 26-28, 2018 – SINGAPORE)
The age of digital disruption is connected to bigger and bigger challenges when it comes to meeting and exceeding the expectations of our customers.
We deal with digital savvy customers who are completely empowered and can compare services on the go with any mobile device.
Delivering a great customer experience seems to be quite straightforward on paper, but the reality is that we need to adapt quickly to the constantly changing business environment.
This means aligning the entire organization towards customer-centric processes in order to thrive in the digital market.
That’s the scenario that the Customer Experience Management Asia Summit 2018 will present to the attendees trying to find the best solutions to quickly adapt to the new standards.
The event will see over 60 industry experts taking the stage to share their best customer experience strategies. Main challenges that will be tackled: assigning metrics and calculation the ROI of a CX structure, building a customer-first environment across the board, aligning the entire company structure, creating company-wide standards, structuring VOC programs and more.
A 4-day customer experience event that is set to make a difference and inspire participants to enhance their CX.
CONTACT CENTRES ASIA 2018
(MARCH 20-21, 2018 – SINGAPORE)
Their motto this year: Driving Contact Centre Transformation through Digitisation, Innovation & Exceptional Customer Experience
Contact centres are no longer just about handling inquiries and dealing with complaints. The focus is now on transforming contact centres into strategic customer experience management (CEM) assets.
The summit presents strategies and ideas to help contact centers align with the other units in the company and deliver a unique CX. Talks and presentation will allow the attendees to improve their customer care and customer support units with their own value propositions.
After this conference, businesses will be able to transform customer contact into a truly value-adding, profitable steps in the customer journey.
Additionally, this conference will enable participants to put in place the right proactive measure to reduce and even prevent customer queries and tickets.
FORRESTER CX SINGAPORE 2018
(AUGUST 29, 2018 – SINGAPORE)
Their motto this year: Delivering Exceptional Digital Customer Experiences
Creating a great customer experience is just one step. Today’s CX leaders are required to create full customer experience and customer success programs that are directly connected with revenue.
The two decisive phases are a) analysis and b) execution.
Forrester’s CX event in Singapore will leverage their recent research to help attendees develop bullet-proofed digital CX plans and manage profitable operations.
CUSTOMER CONTACT WEEK ASIA ONLINE 2018
(AUGUST 13 – AUGUST 15, 2018 ONLINE)
A 3-day online event with industry leaders sharing their case studies and thought leadership presentations on customer feedback and satisfaction.
CX APAC ONLINE
(APRIL 17-19, 2018 ONLINE)
CX Network is delighted to announce the launch of the CX APAC Online, a Digital Series in 2018, taking place in April. Over four days, we have invited industry leaders and organizations to share case studies and thought leadership presentations that they have pioneered in.
JOHANNESBURG, SOUTH AFRICA (1 Event)
CUSTOMER EXPERIENCE WORLD 2018
(MARCH 13-14, 2018 – Johannesburg, South Africa)
Customer Experience World 2018 takes place in Johannesburg. This is one of the most exclusive CX events that will gather some of the top experts from different industry sectors.
Attendees will be brought up to speed with customer journey planning in order to create personalized a customer experience and customer success programs that generate loyal customers..
CX SYDNEY 2018
(TBD – SYDNEY, AUSTRALIA)
This year’s conference motto: Delivering Exceptional Digital Customer Experiences
In order for companies to maintain their competitive advantage and become successful the era of digital disruption, CX leaders must create impeccable customer experiences that foster long-lasting relationships with the customers.
Forrester’s CX event in Sydney will look into the most recent research in terms of best practices to allow attendees to design and execute exceptional customer experiences in an omni-channel market.
CUSTOMER EXPERIENCE MANAGEMENT 2018
(MAY 29-30, 2018 – SYDNEY, AUSTRALIA)
More and more companies are embracing a customer-first mentality that leads to innovation and success.
We first need to identify and make sense of the heightened customer expectations and then match our processes and operations in order to meet and exceed them.
Creating a great CX is not creating a fixed static asset. The market is constantly in turmoil and we need to adapt fast to the changing conditions to stay ahead of the game.
Creating a one-off, remarkable customer experience program is not enough. We need to focus on creating company structures that allow to quickly collect feedback and implement changes. Change management must occur throughout every department of the entire organization.
Next year’s CX summit in Sydney will feature over 50 authorities in the field of customer experience design and change management. These leaders will demonstrate how it is possible to create a company-wide structure that allows businesses to react quickly to new inputs while unifying CX across the entire organization.
This concludes our list of customer success and customer experience conferences for 2018. Please, help us keep this list up to date, by letting us know what event we haven’t included.
We’ll be attending quite a few of these events. If you happen to be there, feel free to reach out. Look forward to seeing you there!
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