The Conference Board uses cookies to improve our website, enhance your experience, and deliver relevant messages and offers about our products. Detailed information on the use of cookies on this site is provided in our cookie policy. For more information on how The Conference Board collects and uses personal data, please visit our privacy policy. By continuing to use this Site or by clicking "OK", you consent to the use of cookies. 

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

Earn Credits

CPE logo

Earn up to 10.5 CPE credits
Communications & Marketing
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

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. Discounted rates are available by clicking here until 10/1/2018.

SUPPORTING SPONSOR
InMoment - Customer Experience 2018 - Supporting S
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

Earn Credits

CPE logo

Earn up to 10.5 CPE credits
Communications & Marketing
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

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

Alix Barasch, Ph.D., Assistant Professor of Marketing, NYU Stern School of Business

Katherine Bell, Editor in Chief, Barron's

Jami Blake, Director, Voice of Customer, Tiffany & Co.

Sarah Boyd, Head of Strategy and Transformation, Ideal Health Consulting

Douglas Brand, Senior Director, Customer Experience, American Water Works Company

Katie Catlender, Head of Consumer Experience Strategy & Operations, Blue Cross Blue Shield of Massachusetts

Jaime Chambron, former Vice President, Customer Engagement, NTT DATA, Inc.

Christopher Chapman, Principal Quantitative Experience Resear, Google

Ruth Crowley, Vice President Customer Experience Design, Lowe's

Dennis Goodman, Manager of Customer Experience Insights, Salt River Project

Thomas Grothues, Senior Vice President - Banking and Insurance Solutions, USAA

Steven Gutentag, Co-Founder and Chief Executive Officer, Keeps

Christine Hill, Customer Experience Strategy and Measurement Leader, Eli Lilly and Company

Almar Latour, Publisher, Dow Jones Media Group

Laura Lisowski Cox, CMO, Co-Founder, Oars and Alps

Bill Magee, Vice President, Customer Experience, Shaw Industries Inc.

William Magee, Vice President, Customer Experience, Shaw Industries Group, Inc.

Kathy McGettrick, Vice President, Market Insights and Client Advocacy Officer, IBM Corporation

Raakhee Mirchandani, Editor, Moneyish

Richard Mumby, Chief Marketing Officer, Makespace

Aarthi Murali, Head of Client Experience, Commercial Banking,

David Newson, Director, Experiences + Growth, B|O|S

John Padgett, Chief Experience and Innovation Officer, Carnival Corporation

Stephan Paschalides, Founder of Cultural Insights, Now Plus One

Evan Reiss, Vice President, Client Advocacy, IBM Corporation

Clayton Ruebensaal, SVP, Global Brand Management & Design, American Express

MaryLee Sachs, Program Director, Council for CMOs, The Conference Board

Mia Saini Duchnowski, CEO, Co-Founder, Oars and Alps

Daniel Sasu, Director, Customer Experience, Ingredion Incorporated

Dan Shar, General Manager, MarketWatch

Marc Silver, Executive Director, User Experience & Digital Strategy, Educational Testing Service

Brooks Tingle, President and Chief Executive Officer, John Hancock Insurance

David Toothaker, Senior Vice President, Global Retail Partnerships, Nielsen

Pre-Conference Workshop:

CX and AI: Truly understand your customers and build better interaction


October 22, 2018

Morning Workshop - 8:00 AM - 1:30 PM

Through practitioner-led discussions, you will walk away with a more detailed understanding of how AI is leading to higher customer satisfaction, greater sales, and even more relevant customer feedback.

Hear from these 5 Leaders:

  1. Humana on The Evolved CX Playbook: Engineering Whole Experiences that Get Consumer Jobs Done
  2. Autodesk on Emotional Intelligence: Why Going Conversational Is A Key Component of Successful Automated Customer Engagement
  3. Google on AI and CX: Where are we now and where are we going
  4. Williamson-Dickie on AI and CX: Where are we now and where are we going
  5. Adobe on AI and Human Collaboration Enhancing the Creative Customer Experience

→ For more details, download the agenda.

SIGN UP: We recommend registering for this event along with the afternoon experience—Insight Immersion NYC: A Curated CX Tour. You may also sign up for just this event. 

CPE credit available

Insight Immersion NYC: A Curated CX Tour


October 22, 2018

Afternoon Experience - 2:00-5:00 PM 

Join a group of your peers on a curated tour through the vibrant streets of New York City to explore the intersection between technology and customer experience. You'll get to learn about current marketplace trends, discover buzz-worthy brand spaces, interact with savvy experts, participate in unexpected experiences and uncover valuable insights about how to better integrate technology with the human side of customer experience.

Our itinerary will include leading-edge destinations where we will explore the concept of customer experience from many angles.  Highlights include:

a mobile shopping augmented reality platform;

a wellness-centric approach to the built environment;

an experiential brand space focusing on parallel industry innovation;

and a range of physically-aware interactive retail displays.

Tour Leader: Stephan Paschalides; Founder, Now Plus One. 

→ For more details, download the agenda.

SIGN UP: We recommend registering for this event along with the morning workshop— CX and AI: Truly understand your customers and build better interaction.  You may also sign up for just this event.

__________________________________________________________________________________

 Earn Recertification Credits (Morning Workshop)

CPE logo

Earn up to 3.5 CPE credits
Marketing & Communication
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

Supporting Sponsor
InMoment - Customer Experience 2018 - Supporting S