The 14th Annual Customer Experience Conference

The Data, Culture, and Innovation Driving Extraordinary Customer Journeys
OCTOBER 23 - 24, 2018 | WESTIN NEW YORK AT TIMES SQUARE | NEW YORK, NY

October 23 - 24, 2018

Effortless. Efficient. Inspiring. Customized. Community-building. Fun. Every day the customer, whether a consumer or a business, expects more in their experience with your organization, and expects it in every mode in which they interact: online, mobile, voice, IoT, VR, and in the “real world.”

To meet and exceed those expectations – to delight the customer over and over again – calls for:

  • constant innovation in data and feedback gathering, analytics, and use;
  • engaged and empowered employees who understand each step of the customer journey;
  • digital agility ready for today’s and tomorrow’s market disruptors;
  • social media communicators who create community;
  • design thinkers ready to co-create with the consumer;
  • and organization structure, strategy, and accountability that put the customer at the heart of everything your organization does.

Join us at the 14th Annual Customer Experience Conference, Oct. 23-24, 2018 at Westin Times Square in New York City, where we will draw from the challenges and learnings of Conference Board members and other global thought leaders to help companies place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do.

Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer

Heads, VPs, Directors and Managers of:

  • Customer Experience/CX Strategy
  • Customer Care
  • Marketing
  • Digital Experience
  • Organizational Design/Effectiveness
  • Client Management
  • Brand/Customer Loyalty
  • Communications/Social Media
  • Consumer Intelligence
  • Culture
  • Customer Analytics and Insights
  • Call and Contact Centers

Get Involved!

For speaker inquiries, contact joan.greco@conferenceboard.org

For sponsorship opportunities, contact michael.felden@conferenceboard.org

For marketing partnerships, contact melissa.mianulli@conferenceboard.org

LOCATION

Please Note: Fees do not include hotel accommodations.

AGENDA
OCTOBER 23 - 24, 2018
WESTIN NEW YORK AT TIMES SQUARE,NEW YORK, NY
October 23 - 24, 2018

Effortless. Efficient. Inspiring. Customized. Community-building. Fun. Every day the customer, whether a consumer or a business, expects more in their experience with your organization, and expects it in every mode in which they interact: online, mobile, voice, IoT, VR, and in the “real world.”

To meet and exceed those expectations – to delight the customer over and over again – calls for:

  • constant innovation in data and feedback gathering, analytics, and use;
  • engaged and empowered employees who understand each step of the customer journey;
  • digital agility ready for today’s and tomorrow’s market disruptors;
  • social media communicators who create community;
  • design thinkers ready to co-create with the consumer;
  • and organization structure, strategy, and accountability that put the customer at the heart of everything your organization does.

Join us at the 14th Annual Customer Experience Conference, Oct. 23-24, 2018 at Westin Times Square in New York City, where we will draw from the challenges and learnings of Conference Board members and other global thought leaders to help companies place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do.

Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer

Heads, VPs, Directors and Managers of:

  • Customer Experience/CX Strategy
  • Customer Care
  • Marketing
  • Digital Experience
  • Organizational Design/Effectiveness
  • Client Management
  • Brand/Customer Loyalty
  • Communications/Social Media
  • Consumer Intelligence
  • Culture
  • Customer Analytics and Insights
  • Call and Contact Centers

Get Involved!

For speaker inquiries, contact joan.greco@conferenceboard.org

For sponsorship opportunities, contact michael.felden@conferenceboard.org

For marketing partnerships, contact melissa.mianulli@conferenceboard.org

Pre-Conference Workshop:

Empathetic AI: Enhancing the Human - AI Interaction for Customers and Employees


October 22, 2018

How can organizations build an empathetic relationship with their customers while human interaction plays a smaller and smaller role? Conversely, as the human customer service interaction becomes a rarer experience, how can we develop training that ensures that each one of those rare experiences is memorably positive? How can AI most effectively enhance human interactions and visa-versa? Following case study presentations on these issues, attendees will break out into groups to exchange challenges and insights.