Download the Agenda

Download the 2019 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)

[Infographic] Senior USA CX Leaders 2019 Investment Priorities Revealed

Attendees of the Customer Experience Exchange USA 2019 have been surveyed to find out in which investment stage they are currently sitting when it come to their CX investment priorities.  All those surveyed are investing within the next 6-12 months and have collated the results of this exclusive survey into the infographic below.

Simply fill out your details in the form to download your copy. Alternatively, if you would prefer to be sent a copy directly click here.

[Interview] Founding President and COO of Ritz-Carlton, Horst Schulze

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.

[Report] The Evolution of the Retail Industry CX Solution & Service Investments in 2018

What Are CX Leaders within the Retail Sector Investing in to Enhance Their Customer Strategies? The research in this report has been created by the Customer Experience Exchange for Retail is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2019 strategies of Customer Experience, Services, Digital and Operation Leaders from across the retail industries.

These senior executives have shared their top challenges, plus their investment plans for the next six to twelve months. You can discover the full breakdown of those included in the research later in the report. Download your copy to discover what tops the investment plans for 2018 and beyond, and what is keeping CX leaders leaders awake at night!

[Case study] iconnectu Changing the world one call the time

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.

[Interview] Nick Mercer, Commercial Director, Eurostar

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.

[Infographic] Top 15 2018 Investment Priorities of CX Leaders in Retail

CX senior executives from AT&T, Microsoft, Procter & Gamble, Sears, Roebuck and Co., Luxottica, McDonald's, Converse, Virgin, TGI Fridays, QVC, TCC, Longchamp announced what they will be investing in over 2019.

Investment areas include; In-Store Technology, Analytics, Emotional Engagement, Customer Experience Management, Multi-Channel Integration plus many more! Download the full infographic to see the top 15 and what ranked number 1!

[Interview] 60 Second Interview with the CEO of Quantum Metric

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!

[Interview] Mariana Machado, Customer Behaviour Director, Accor Hotels

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.

[Infographic] Syniverse: Hyper-Relevancy: Driving Growth in the Age of Digital Transformation

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

[Report] Retail Without Borders

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!