According to your consumers, customer experience has been stagnant in the US for the last 3 years (Forrester). So as disruptor brands increase their market share, incumbent retail, travel and hospitality brands are being forced to re-engineer themselves or go out of business.

The Customer Experience Exchange USA will focus on what the future holds, and show you how to adapt to stay in the game. This means doing the basics brilliantly, whilst investing in innovations around technology, process and people.

Hosted at the stunning Château Élan, Luxury Winery & Spa Resort, this not to be missed, invite-only meeting for retail, travel and hospitality brands, gives you the unique opportunity to set yourself apart for future success.

Don’t Miss Our Opening Keynote Address

Horst Schulze
Founding President and COO of Ritz-Carlton

Having revolutionized the hotel industry, Horst Schultze created one of the most recognizable international brands (Ritz-Carlton, Capella Hotels), forever altering the very nature of customer service by creating a culture of “ladies and gentlemen serving ladies and gentlemen”. With customer expectations increasing more rapidly than most companies can respond, in this not-to-missed address, Horst will be sharing his secrets to:

  • Creating a legion of loyal customers by raising the bar for customer service expectations
  • Building and maintaining lasting customer relationships that keep them coming back for more
  • Shifting your C-Suite’s view of customer experience by learning to speak their language.
Ahead of Horst’s keynote address, we interviewed him to find out how his journey started …

2019 Speakers

Who Should Attend?

Chief Customer Officers, SVPs, VPs and Directors of Customer Experience will be attending from leading travel, hospitality and retail brands from across B2B and B2C sectors. We qualify all attendees on job function and strategic responsibility to ensure you’re guaranteed to meet and engage with an elite group of customer experience leaders.








Hotels & Resorts




Car Hire

Theme Parks

Food & Beverages


Tourism Authorities



CX Leaders


Expert Speakers


Hours of Networking Time


Innovative Solution Providers

Find out what the CX Retail Exchange is really like

Still want to know more about the CX Travel Exchange