Beyond AI: Aligning People, Processes & Platforms to Turn Business Strategy into Customer Value
February 24-25 2027 | Westin Woodlands, Houston
Building the foundations, customer understanding and cross-functional alignment required to deliver exceptional experiences at scale
The CX Exchange USA returns February 24-25 2027 for its 7th edition as the must-attend, senior, invite-only forum uniting CX, Customer Service and Digital leaders from the US’ largest customer-facing organizations.
Join 70 of your true peers to access exclusive case studies from adjacent sectors and join collaborative cross-industry benchmarking sessions designed to help you improve your operational foundations, break down internal siloes, connect your tech ecosystem and deliver the personalized, consistent experiences that 2027’s customers expect.
Secure Your Place at the Exchange
To ensure the CX Exchange offers the highest degree of relevancy for attendees, only senior Customer Experience Professionals responsible for CX within their organisation are invited.
Community in Numbers
JOB FUNCTION
OUR PAST EXPERT SPEAKERS FEATURED:
Matthew Cawsey
Product Marketing and Solution Strategy Director
Stibo Systems
Joseph Ramallo
Chief Customer Officer
Los Angeles Department of Water and Power
DeAnna Hardwick
Chief Customer Strategy Officer
CPS Energy
Nicole Huang
SVP Customer Experience/Executive General Manager - Fleet
Virgin Voyages
Matt Prainito
Managing Director - Airport Operations
Alaska Airlines
Sree Sreedhararaj
Chief Technology Officer
Ipsy
Kimberly Wyman
Vice President Customer Care
T-Mobile
TS Balaji
Vice President of Digital & Customer Experience
Cox Communications
Sarah Baker
Consultant
Wisebloom Advisory
Leon Gantt
VP of Contact Center & Guest Experience
United Parks
Skai Kang
VP of Customer Success
unitQ
Allyson Morena
Director of Client Insights & Strategy
Verint
Tom Trozzo
Enterprise Data Leader
IBM
Mike Pappas
Chief Executive Officer and Co-Founder
Modulate
Suzi Bentley-Tanner
Partner
Gate One Consulting
Richard Theodore
AI, Analytics & Business Automation Leader
IBM
Dana Infante
Chief of Staff
DraftKings
Brendan D
VP of Customer Experience
BJC Healthcare
Dave Ugan
Chief Technology Officer
AAA
Leo Ohaus
Head of Growth
Listen Labs
Shruti Ahluwahlia
Director of AI and Transformation Technology Programs
The Walt Disney Company
Mark Krebs
VP Global Sales
Celebrus
Barton May
Senior Director of Product Mobile Management
Hilton
Natalie Barnes
VP of Product Management & Product Design
Zumba
Michela Brooks
Consultant
Temple & Theory
2027 CX USA Key Themes Preview
Connecting Tech Activation With Customer Value
Learn from leaders with cross-industry experience on how to move beyond pilots to transform technology investments into meaningful customer and commercial outcomes, backed by the board.
Turning
AI Potential into Performance
Gain confidence in your ability to identify and fix the root causes of AI adoption break down and learn how to align teams, processes and technology to accelerate CX transformation.
A Single View of The Customer
Learn from leaders in the Finance and Entertainment industries on how to consolidate your datasets and connect the dots across your ecosystem and enable more confident decision-making, reduce friction and build deeper customer relationships.
Customer Service & The Efficiency–Empathy Paradox
Uncover the playbook on how to leverage automation, prevent audit fatigue, create real-time feedback loops and establish clear ‘escape hatches’ to drive retention, recovery and profitability from a range of renowned leaders in Healthcare, Insurance and Travel.
Wondering what to expect?
Hear from past attendees of the CX Exchange USA to find out what makes the Exchange format unique.
A Word From Previous Attendees
Sponsorship Opportunities
At the Exchange, every interaction is designed to accelerate your pipeline. Join us in 2027 and connect with senior decision-makers who have active budgets and live projects in AI, personalization, loyalty, and data-driven CX.
Sponsors engage as peers in think tanks, roundtables, and private meetings, shaping strategy conversations instead of pitching from a booth. In just two days, you’ll compress six months of outreach, meet 70 high-intent prospects aligned to your solution area, and position your brand as a thought leader on the topics buyers care about most.
The Global State of CX 2026 Report
2026 Post Event Report
Neglecting Customer Support Undermining Your CX Strategy?
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CX USA Exchange In Photos
CONTACT US
If you are interested in attending or sponsoring the CX USA Exchange, please contact enquire@iqpcexchange.com. Get involved with the latest discussions around customer experience and receive updates about our Exchanges by following us on LinkedIn.
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QUESTIONS?
Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
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