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The Ultimate Customer Experience Event

See the Future of CX
OCTOBER 23 - 24, 2019 | VDARA HOTEL | LAS VEGAS, NV

October 23 - 24, 2019

About the Conference

When the customer – whether a consumer or a business –  expects an effortless, customized, human-centric yet always-connected experience as the norm, CX must be at the beating heart of every part of the enterprise.  Customer-centricity must shape culture, employee engagement, and leadership development; it must drive innovation, metrics, and digital transformation; and be heard loud and clear in the brand message. And it must be more than a “fix” or a year-long initiative – its vision must extend into long-range plans.

At the 2019 Customer Experience Conference, Oct. 23-24, 2019 at Vdara Hotel, Las Vegas, we will draw from the insights of industry-leading Conference Board members and other global CX innovators to help companies place their customers’ desires and voice at the center of everything they do. Plus, we will visit Zappos HQ and learn first-hand what it takes to build a culture and structure that delivers a “wow” customer experience every time.

Benefits of Attending:

  • See Across Sectors – Conference Board leaders and Conference speakers span a huge variety of sectors in B2C and B2B. See your challenges and opportunities from completely different perspectives.
  • Engage, Interact, Network – Your voice is heard even before the conference begins, with participant surveys in which you help shape the content. At the Conference, experience focused idea exchanges, small group discussions, intensive workshops and a multitude of opportunities to network with and learn from your peers.
  • Go Deep – Take back detailed case studies, actionable strategies and cutting-edge techniques.
  • Be in the Rooms Where It Happens – Experience first-hand at Zappos HQ how a customer-obsessed culture is built from the ground up.

Key Takeaways:

Take away actionable insights from industry leaders on:

  • Culture – Leadership development, executive sponsorship, employee engagement and empowerment around the customer journey; building a culture with the customer experience at its core
  • Data/Metrics – Including marshalling and gaining insights from customer data across channels; hearing the voice of the customer without surveys, including through unconscious behavior
  • Innovation, Disruption, and CX Design – Transformational and disruptive CX innovations in technology and in business models; CX design for the next decade and for new generations

Register Early and Save!

Book your seat by August 10th and Save $400! Register today!


Get Involved!

For sponsorship opportunities, contact michael.felden@conferenceboard.org.
For marketing partnerships, contact melissa.mianulli@conferenceboard.org.
For speaking inquiries, contact joan.greco@conferenceboard.org

LOCATION

2600 W Harmon Ave, Las Vegas, NV 89158
Phone: (866) 745-7767

Please Note: Fees do not include hotel accommodations. 

OUR MISSION

All proceeds support The Conference Board's educational, scientific, and not-for-profit mission.

Root - Supporting Sponsor - CX2019
AGENDA
OCTOBER 23 - 24, 2019
VDARA HOTEL
October 23 - 24, 2019

About the Conference

When the customer – whether a consumer or a business –  expects an effortless, customized, human-centric yet always-connected experience as the norm, CX must be at the beating heart of every part of the enterprise.  Customer-centricity must shape culture, employee engagement, and leadership development; it must drive innovation, metrics, and digital transformation; and be heard loud and clear in the brand message. And it must be more than a “fix” or a year-long initiative – its vision must extend into long-range plans.

At the 2019 Customer Experience Conference, Oct. 23-24, 2019 at Vdara Hotel, Las Vegas, we will draw from the insights of industry-leading Conference Board members and other global CX innovators to help companies place their customers’ desires and voice at the center of everything they do. Plus, we will visit Zappos HQ and learn first-hand what it takes to build a culture and structure that delivers a “wow” customer experience every time.

Benefits of Attending:

  • See Across Sectors – Conference Board leaders and Conference speakers span a huge variety of sectors in B2C and B2B. See your challenges and opportunities from completely different perspectives.
  • Engage, Interact, Network – Your voice is heard even before the conference begins, with participant surveys in which you help shape the content. At the Conference, experience focused idea exchanges, small group discussions, intensive workshops and a multitude of opportunities to network with and learn from your peers.
  • Go Deep – Take back detailed case studies, actionable strategies and cutting-edge techniques.
  • Be in the Rooms Where It Happens – Experience first-hand at Zappos HQ how a customer-obsessed culture is built from the ground up.

Key Takeaways:

Take away actionable insights from industry leaders on:

  • Culture – Leadership development, executive sponsorship, employee engagement and empowerment around the customer journey; building a culture with the customer experience at its core
  • Data/Metrics – Including marshalling and gaining insights from customer data across channels; hearing the voice of the customer without surveys, including through unconscious behavior
  • Innovation, Disruption, and CX Design – Transformational and disruptive CX innovations in technology and in business models; CX design for the next decade and for new generations

Register Early and Save!

Book your seat by August 10th and Save $400! Register today!


Get Involved!

For sponsorship opportunities, contact michael.felden@conferenceboard.org.
For marketing partnerships, contact melissa.mianulli@conferenceboard.org.
For speaking inquiries, contact joan.greco@conferenceboard.org

Scott Bajitos, Chief Customer Officer, VMware

Monica Dreger, Vice President, Head of Global Consumer Insights, Mattel

Lori Laflin, Customer Experience Business Relationship Manager, Cargill,

Lisa Love, Director, Guest Research and Insights, Alaska Airlines

Lakshmi Madabhushi, Nielsen Neuro NA & EU Business Lead, Nielsen

Abigail Posner, Director of Strategy, Google’s Brand Unit, Google

Sherry Sanger, Senior Vice President, Marketing, Penske Truck Leasing

Rob Siefker, Senior Director of Customer Service, Zappos

Carmen Smith, Vice President Creative Development, Walt Disney Imagineering

Pre-Conference Workshop:

Creating the Change Mindset for a Customer-Centric Culture


October 22, 2019

About the Event:

A true customer-centric culture is one that does not merely adapt to but embraces change – constant change – as customer needs, desires and expectations constantly and rapidly evolve.

How does an organization create the change mindset needed? How must your employee experience shift to create the extraordinary customer experiencesthat will differentiate you?

In this highly interactive workshop, learn the culture shifts needed in your organization in order to re-invent your CX, and come away with strategies and tools to make new mindsets happen.

Using curated case studies, we will explore:

  • Why – An overview of the trends that make it essential to disrupt your organization’s CX now, and the change mindset that disruption requires
  • What – The tools to transform culture and create champions of customer-centric change
  • How – Interactive exercises to show how to put these tools to work immediately

Come away with a roadmap to re-invent your employee experiences and spark the change mindset needed to create a true CX-centric culture.

Benefits of Attending:

  • Understand the Trends – Gain insights on the key trends that make disruption of your organization’s CX critical moving into the future.
  • Focus on the Key to Culture Transformation – A full day focused on the challenge at the heart of creating extraordinary customer experiences: a fully engaged workforce ready to embrace change.
  • A True Interactive Workshop – You will not only receive tools and strategies to generate the change mindset needed; you will experience putting them to work.

Root - Supporting Sponsor - CX2019