The CX USA Exchange, February 26-27 in Fort Lauderdale brought together CX leaders across a huge range of industries in the US to capture ideas from one another, enabling crosspollination of networks and strategies to drive the CX industry forward. Check out what happened last year at CX USA Exchange.

Download the CX Network’s Global State of CX 2024 report to discover how generative AI, data and customer demands are shaping CX in 2024.

Customer support provides a crucial touchpoint which can make or break the customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty, and reduce churn.

Read this article to find out:

• The strategic value that customer support brings to your CX strategy.

• How different businesses are balancing human contact and automation in customer support.

• What role AI and emerging technologies can play in supporting your organization’s customer support strategy.

View the Post Event Report from our successful CX Exchange back in March!

This includes trusted testimonials, statistics, key takeaways & more.

Attending brands included Burger King, Coca-Cola, DHL, Hilton, McDonalds, Nestle, UPS - to name a few.

Differentiate the CX proposition by getting to know customers better, with insights from Nike, TravelPerk, Oxfam and MaineHealth.

This infographic gives an insight into the customer experience leaders attending the event, including their top investment priorities in the next 12 months and the common challenges they are currently facing. 

In July 2022, CSG commissioned Forrester Consulting to evaluate how an enterprisewide CX strategy enables companies to be more customerobsessed and drives success for the customer, the employee, the industry, and the business. Forrester conducted an online survey with 484 global decision-makers in CX, operations, and marketing roles to explore this topic.

This report goes into the investment priorities of our audience of senior customer experiences leaders from 2019-2022. Download to see the trends and changes since the pandemic and in-depth attendee stats from 2022. 

To discover the full list of CX trends and in-depth analysis, including investment priorities, obstacles preventing CX investments, challenges and customer behaviour patterns, and forecasts for the future, download the report.

IKEA are constantly adapting their customer experience strategies to suit the evolving consumer, including a rethinking of their traditional store, introducing digital avatars, and using AI to meet consumers where they want to be met. IQPC Exchange talked to Donna Moore, Country Digital & Business Development Manager, to find out more, download the full interview.

An exclusive interview with Lyndsey Edgar, VP of Operations at Monzo Bank, exploring Monzo's operations during the pandemic, the benefits of implementing CX culture across an organisation, and predictions in CX for 2023.

As the customer experience (CX) industry looked to recover from the impact of Covid-19 in 2020, many trends that emerged during a year of turmoil have continued to intensify in 2021. After looking back on the trends of 2021, the fifth edition of CX Network’s predictions report shares industry forecasts from CX experts at several leading brands, such as PepsiCo, Amazon, Standard Chartered Bank and Roche. This report offers CX practitioners the opportunity to gain key insights from CX leaders and develop initiatives and strategies tailored to the challenges and opportunities 2022 will bring.

Download this report to discover:

• How artificial intelligence, machine learning and automation will shape the face of customer experience in 2022?
• How pressures around sustainability are likely to develop in 2022?
• How the digital acceleration seen in 2021 will continue in 2022?
• Why Voice of the Customer (VoC) will be key for CX transformations?
• How to 'future-proof' CX initiatives and ensure success in the new year?

In this exclusive interview, Horst discusses his inspiring story of how he moved from Hyatt to build Ritz-Carlton, as well as touching on employee engagement and lifetime values of customers.

Horst will be giving a keynote speech at the Customer Experience Exchange USA at the luxury Château Élan Resort (May 29-30, Georgia). The Exchange will bring together 80 VPs and Directors of Customer Experience, Loyalty & Digital Strategy from North America’s most successful and well known retail, travel and hospitality organizations to address the biggest CX challenges facing these industries in 2019 and beyond.

Creating a holistic, single view of your customer is impossible if your organization is siloed. And with 40% of companies globally saying each department has its own agenda, this is a problem that companies need to tackle to be able to execute a successful mobile strategy. Check out Syniverse’s new infographic, “Hyper-Relevancy: Driving Growth in the Age of Digital Transformation,” to discover these insights:

• The customer experience implications of a siloed organization
• Which types of communications your customers want from you
• How to deliver personalized, timely, and trustworthy interactions

Download the 2022 agenda for the Customer Experience Exchange USA and discover exactly how this exclusive meeting of senior executives can benefit you and help to find resolutions to all your CX challenges.

Unlike any other CX event, every speaker will share their successes, as well as their lessons learned, and what they’d do differently if they had their time again.

Core themes being covered include:

• Securing more investment by learning the language of the C-Suite
• Remaining competitive by embracing a culture of process innovation excellence – breaking boundaries doesn’t always have to come from start ups
• Nailing the basics whilst innovating – learn from leaders who are navigating both
• Taking your data to the next level with analytics that your CEO will love
• Delivering hyper-relevant, personalized experiences through IA, VR, Chatbots, IoT, mobile, and more
• Purposefully engineering employee engagement and culture to drive increased loyalty (from your employees and your customers)

This exclusive case study presents how iconnectu is forming a foundation for success. For every new ICUCare client the company brings on, they sponsor a child on their behalf through World Vision. With their unique business model, iconnectu is not only helping the businesses grow organically but also contributing to the reduction of the extreme poor around the globe by supporting agents of change dedicated to excellence and efficiency of funding.

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.

Quantum Metric’s key differentiation is our primary focus on quickly and simply identifying online customer frustration and quantifying the financial impact of that frustration. Where other solutions may collect data or enable session replay, Quantum Metric has taken the next step in the analysis of customer experience to provide visibility around which customers are struggling and the reasoning behind why they are struggling. Download the full interview to discover more!

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.

Created ahead of the Customer Experience Exchange for Retail, this exclusive report delves deep into organizations that are focused on their journey to customer excellence, together with thought leadership about where the industry is headed, and what you can do to help safeguard your strategies for the future with insights from some of the top retailers and analysts from across America including Amazon, Jets, Levi’s, Mrs Field and more!