AI: The good, the bad, and the critical ingredient for CX success
2023-12-06 | CO
Join us for an interactive discussion with Babak Hodjat, the inventor of the technology behind Apple’s Siri and current CTO-AI, at Cognizant Technologies, as we discuss AI’s capabilities and limitations today, (realistic) expectations of its future, and how it will continue to revolutionize customer and employee experiences. Including:

Ways businesses are using AI today, and how they will be affected by its quick evolution
Considerations when implementing AI tools into your business
The impact AI has (and will have) on strategic decision making and business outcomes
AI’s future in CX and how Medallia plans to lead the charge

Medallia Connect: Amsterdam
2023-12-07 | Huis Bartolotti, Herengracht 170, Amsterdam, 1016 BP, Netherlands
Join us at Medallia Connect: Amsterdam

Secure your spot for an exciting event on 7 December*. Gain valuable insights, engage in meaningful discussions and leave with actionable takeaways to enhance your customer experience strategies. Don’t miss this opportunity to network and connect with your peers.
We look forward to welcoming you to this inspiring event!
*There are only limited seats available as this is an exclusive invite only event, be sure to register today.

AI/CX Virtual Summit 2023
2023-12-12 | CO
We’re thrilled to invite you to a free, groundbreaking virtual event that promises to redefine the landscape of Customer Experience (CX) through the lens of Artificial Intelligence (AI).
Register now for an exclusive experience that combines insight, innovation, and interaction!
Why you can’t miss the AI/CX Summit:

Keynote Speaker: Matt Dixon, NY Times Bestseller and authority in CX.
30+ Esteemed Speakers: Jess Cervellon, Nate Brown, Justin Robbins, Deon Nicholas (that’s me!), and many more.
3 Session Tracks: Covering 15+ hours of vital AI/CX content, with a focus on tech, saas, ecom, and retail industries.

Who Should Attend? Anyone and everyone involved in CX, support, service, technology, and beyond. Whether you’re a established expert or an AI novice, this event is tailored for everyone!

How to Join?

Register: It’s free! Click the “Register For Free” button, fill in your details, and voilà!
Stay Updated: Keep an eye on your inbox for the latest updates on speakers and topics.
Plan Your Day: Mark your calendar for December 12th and pick the sessions that intrigue you the most.
Engage and Enjoy: Participate in community chats, interact with peers, and absorb invaluable insights.

Can’t Attend Live? No problem! All sessions will be available on-demand post-event for registered attendees.
Don’t miss out on this extraordinary opportunity to explore the dynamic world of AI and CX. Click here to secure your spot now!
Excited to see you there!

Employee Listening in the Intelligence Age
2023-12-12 | CO
Your employees work hard to bring your brand promise to life but can often face obstacles that make it difficult to deliver. Empower your employees to speak up, point out these obstacles, and work together to solve them—a modern approach to employee experience called employee activation.

Join Kathi Enderes and Julia Bersin from The Josh Bersin Company for a discussion about employee activation, why it’s important, and how to get started. In this webinar, they’ll address:

The current state of work for organizations and employees, and why advancing your listening strategy toward activation is critical
The importance of fostering a culture that promotes sharing obstacles, ideas, suggestions, and solutions in day-to-day operations
Laying the groundwork for an effective employee activation program within your organization

Overcoming 5 leading retail challenges of the holiday season
2023-12-12 | CO
CX practitioners face and overcome many challenges throughout the year, but this holiday season there are only five things on their minds.
That is according to a survey conducted by Verint, which saw more than 400 retail industry executives share how they are planning to meet the annual surge in demand that occurs ahead of the holiday season.
Join us on December 12 when we find out about the AI-powered innovations that are making CX dreams come true this holiday season. Featuring Verint’s senior director, Imogen Wethered and VP of experience management and analytics Daniel Ziv, this webinar will cover expediting the hiring process, empowering customers through advanced chatbot solutions and creating harmonious connections between channels, data and experiences.
Join us to explore:

Ways retailers can leverage AI-powered solutions to automate and speed the hiring process and find the best candidates.
How to empower customers to self-serve with sophisticated chatbots.
Strategies to connect channels, data and experiences to deliver an exceptional customer experience across all customer touchpoints.

Genesys Leadership Forum
2023-12-12 | O2E Headquarters, 887 Great Northern Way suite 301, Vancouver, British Columbia, V5T 4T5, Canada
The Genesys Leadership Forum, hosted by O2E, is a timely opportunity to join your peers from other leading brands for an afternoon of networking and knowledge-sharing about leading CX trends and the future of AI innovations.
Join Genesys for an invitation-only luncheon to learn more about how to use AI to improve customer service and experience.

The Future of the Contact Center
2023-12-12 - 2023-12-14 | CO
Why Attend

As we wrap up 2023, how can we learn from our mistakes, replicate our successes and create a roadmap for future success? The Future of the Contact Center event will cover all things CX, from the highs to the lows, ensuring that our strategy going forward will stand the test of time.
By analyzing their greatest successes and pinpointing chronic mistakes, companies can better understand their contact center operations and make efforts to continuously optimize in 2024.
This event will act as a year-in-review, covering all of the key trends, challenges and opportunities we saw over the past year. It will also highlight a path forward — discussing the necessary resources, strategies and adjustments that must be made to secure a more prosperous future.

Lights, Camera, Applause: CX Awards 2024 Is Back!
2023-12-29 | CX Awards
2022: the CX Awards lifts off, with hundreds of virtual attendees watching on.
In 2023, the Awards gets even more attention, with the likes of Cisco, UJET, and Vonage all walking away as worthy winners.
Now, as 2024 approaches, CX Today is pulling out all the stops to ensure next year’s edition is the best yet.
With more expert judges, categories, and opportunities to win, the CX Awards 2024 will be the first big date on the CX calendar.
What to Expect from the 2024 CX Awards
Taking place on Thursday, 29th February 2024, at 16:00 GMT, the CX Awards celebrates the most remarkable technologies, deployments, and leaders within the customer experience space.
It’s our chance to shine a virtual light on those responsible for making the customer experiences of tomorrow possible today.
To do so, we’ve split our awards into three subsets: innovation, people, and transformation.
Innovation Awards
Naturally, the vendors will garner much of the virtual limelight. They’ll battle it out across many categories to win a CX Innovation Award.
In doing so, they’ll aim to dazzle our experienced judging panel, who will evaluate their offerings across three critical criteria: Ability to Innovate, Ability to Execute, and Ability to Improve Experience.
After doing so, our CX gurus will – during the live show – announce all the winners from across the following 14 categories:

Best Enterprise Contact Center Platform
Best Mid-Market Contact Center Platform
Best Microsoft Teams Contact Center Solution
Best CRM Platform
Best Workforce Engagement Management Solution
Best Conversational Intelligence Solution
Best Virtual Agent Platform
Best Customer Experience BPO
Best CPaaS Platform
Best Loyalty Management Platform
Best Use of AI
Best Use of Generative AI
Most Innovative Product
Best Overall CX Solution

People & Transformation Awards
Technology is the cornerstone of modern customer experiences. Yet, it’s time for the teams that implement it to broadcast their success stories and grasp the recognition they deserve.
With that in mind, our people and transformation awards have swelled in size as we celebrate some of the great minds behind the best customer experiences.
From three in 2023 to eight in 2024, here are all the people and transformation awards you can apply for:

CX Leader of the Year
Women in CX Technology
CX Rising Star (Individual)
CX Rising Star (Organization)
Best Customer Experience Team of the Year
Best CX Deployment
Best Agent Experience Transformation

How to Get Involved
The CX Awards is fast becoming primetime viewing for everyone in the CX space, as many wait on tenterhooks to submit their applications.
And they’ll only have to hold their horses for a little longer, with applications opening on Thursday, 30th November 2023.
From there, it’s easy. Download the application form, build a case to win, and submit it with just a small application fee.
There’s lots of time to do so too, with Wednesday, 24th January 2024, the deadline for applications.
After, sit back and relax as we announce the finalists and winners, who will then receive lots of promo on CX Today as we showcase their successes to our loyal readers.

Navigating the future: CX and EX trends of 2024
2024-01-02 | CO
The world’s innovators are setting higher experience expectations — leaving little patience for poor performance. In fact, one-third of consumers switched brands in the past year after a negative customer experience.
To help businesses innovate and optimize customer engagement, we’ve gathered five industry experts to explore the five trends that will accelerate customer and employee experience in the year ahead — allowing you to meet and exceed these new engagement expectations.
If you’ll still be out on holidays, don’t worry, register now and we’ll send you a reminder when the event is available.

All Access: Predictive CX 2024
2024-01-23 - 2024-01-24 | CO
The surging volume of customer data presents businesses with an opportunity to foresee behaviours and promptly address CX challenges in real time. In fact, companies utilizing predictive analytics to enhance CX witness a notable 10% boost in customer retention.
Despite this, the majority of CX analytics programs still heavily depend on historical data and surveys, resulting in delays between gaining insights and acting.
All Access: Predictive CX will focus on harnessing data to drive operational efficiency, reduce churn and enhance customer satisfaction.

CX+ Summit
2024-02-01 - 2024-02-29 | CO
Every year, one of India’s leading marketing industry news brands, Brand Equity, attracts marketing, customer experience, contact center, and digital executives from companies like Allianz, Deloitte, Google Cloud, and Salesforce to take part in informative discussions about the latest customer experience trends, CX case studies, and how market leaders are leveraging data and technology to build better experiences.

Reimagine the future
2024-02-05 - 2024-02-07 | Wynn Las Vegas, 3131 Las Vegas Blvd, Las Vegas, NV, 89109, United States
The innovators and iconic leaders featured at Experience ‘24 are dedicated to redefining what is possible in the experience space. The conference delivers inspiration, hands-on problem solving, and mentoring with some of the world’s most admired brands. Learn game-changing experience management strategies and best practices from the best of the best. You’ll also see how Medallia is harnessing the power of AI and personalization to achieve the extraordinary and bringing you transformative technology in 2024.

Innovation Workshop & Tour: A Quarterly Series
2024-02-06 | Vanderbilt University’s Center for Innovation and Design, 2201 West End Ave, Nashville, TN, 37240, United States
An inspiring innovation center tour. A rock star line up of industry leaders to share strategy, tactics and secrets of success you can apply to your own organization. Collaborative sessions on critical issues for you to both get insight from others and to share your own. Interactive discussions that are incredibly open and honest. A high level group of participants invested in the program that show up with willingness to share and support. Networking that is not only fun but actually fosters real connections.

FUTURE OF CUSTOMER CONTACT CONFERENCE
2024-02-08 | THE BREWERY, 52 Chiswell Street, London, EC1Y 4SD, United Kingdom
The contact center is evolving faster than most companies can keep up. At the one-day Future of the Contact Center, attendees will get insights into how to build better experiences for customers with the latest customer contact strategies. The event’s 30 presentations include best practices for using data and AI, a refresher on the metrics that matter the most now, and expert guidance on improving customer retention.

Customer Success Festival
2024-02-13 - 2024-02-14 | Sheraton Austin Hotel at the Capitol, 701 E 11th St, Austin, TX, 78701, United States
Success Festival?

Connect with the world’s fastest-growing community of top customer success executives from major corporations and innovative startups, and discover unparalleled opportunities for professional growth.
🤝 Establish enduring relationships that advance your career
📊 Benchmark your strategy against industry leaders to increase your competitive edge
💡 Unlock game-changing solutions to overcome your biggest obstacles

All Access: Voice of the Customer 2024
2024-02-20 - 2024-02-21 | CO
In a world where customer experiences determine success, understanding the Voice of the Customer (VoC) is crucial. In fact, 67% of customers are willing to share their feedback if they feel it will be used to improve the product or service.
Yet, collecting, analysing, and acting on feedback is a challenge due to evolving expectations, data volume, and the lack the necessary senior management buy in to link insights to outcomes.
All Access: Voice of the Customer addresses these challenges head-on, equipping you with practical solutions.

Costumer Contact Week Executive Exchange Emerging Tech
2024-02-21 - 2024-02-23 | Wyndham San Diego Bayside, 1355 N Harbor Dr, San Diego, CA, 92101, United States
WHY JOIN THE CCW EMERGING TECHNOLOGY EXCHANGE

The CCW Executive Exchange is part of the world’s largest customer contact event series. This invitation-only event is built for senior-level executives as they aim to benchmark, connect, and share insights on emerging, disruptive tools in order to enhance customer service delivery and stay ahead in the competitive landscape.
By leveraging AI, machine learning, VR, AR, IoT, big data analytics, blockchain, RPA, and voice assistants, companies can deliver exceptional customer experiences, streamline operations, and drive growth.
Don’t miss the opportunity to join top CX and customer contact leaders at the CCW Executive Exchange for Emerging Technologies this February 2024.

CX USA Exchange
2024-02-26 - 2024-02-27 | Le Méridien, 1825 Griffin Road, Dania Beach, FL, 33004, United States
Aligning Your Strategies to Create An Optimized, Personalized, And Engaging Customer Experience

Welcome to the annual CX USA Exchange 2024!
Are you the CX leader championing and experimenting with new strategies and technologies in the face of falling customer satisfaction? Are you the CX leader making certain that customers are the driving force at the center of your organization, from board room to contact center? Are you the CX leader responsible for measuring the CX heartbeat of your organization?
If you are, then look no further! At the CX USA Exchange we seek to define a new era of customer excellence and consider how to bridge the gap between experience as it stands today and the CX utopia of tomorrow.
We look forward to welcoming you in February!

Customer Contact Week Australia and NZ 2024
2024-02-28 - 2024-03-01 | THE STAR GOLD COAST, 1 Casino Dr, Broadbeach, Queensland, 4218, Australia
CCW Australia and New Zealand is returning in 2024 at the STAR on the Gold Coast, and the focus for the year – connections that matter.
Here’s some of the top sessions you can look forward to:

Suncorp Case Study: Introducing AI into Operations: Aligning Front End and Back End Processes By Tim Johnson, Head of Automation, Suncorp Group

CXO Panel: Customer Contact Centre Trends & Evolutions

Bart Taylor, Chief Business Transformation Officer, Gallagher Bassett
Elisa Lurato, Chief of Community, Retail & Supporter Experience, World Vision Australia
Jerome Muldoon, Chief Customer Officer, Compass Education
Lauren Reid, Chief Customer Officer, Navy Health

This is just a preview. Download the compete guide now for full list of speakers and topics

CX BFSI UK Exchange
2024-03-04 - 2024-03-05 | HILTON SYON PARK, Park Rd, Isleworth, TW8 8JF, United Kingdom
THE UK’S PREMIER INVITATION-ONLY MEETING FOR CUSTOMER EXPERIENCE LEADERS IN BANKING, FINANCIAL SERVICES & INSURANCE
The brand new agenda for the CX BFSI UK Exchange is here for 2024! Coming to the Hilton Syon Park, London on 4-5 March!
Going beyond tech & regulation to create value & exceptional experiences.
Confirmed brands include Barclays, BNY Mellon, Cashplus, Legal & General, Nationwide, Natwest, UBS, Virgin Money & many more.
What’s new for 2024?
– Lessons From A Scaled Start-up
– A Forward Thinking Approach To Disruption
– AI Panel: Moving From Novelty to Practicality To Realise Value
– Creating Vulnerable-Friendly Customer Journeys and Services
– Spotlighting The Pivotal Partnership Between CX And Technology

CCW Executive Exchange March 2024
2024-03-04 - 2024-03-06 | Radisson Blu, 221 N Columbus Dr, Chicago, IL, 60601, United States
WHY JOIN THE CCW EXECUTIVE EXCHANGE

The CCW Executive Exchange is part of the world’s largest customer contact event series. This invitation-only event is built for today’s senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical business challenges in the most efficient and effective way possible.

All Access: The AI Revolution CX APAC 2024
2024-03-19 - 2024-03-20 | CO
In the ever-evolving landscape of the Asia-Pacific market, Artificial Intelligence is emerging as a game-changer for customer experience.
AI holds the key to transforming CX in the APAC region, offering businesses the tools to provide personalized, efficient, and seamless customer interactions. This shift is crucial for companies looking to excel in the competitive APAC market, where diversity and customer preferences pose unique challenges.
All Access: The AI Revolution in CX APAC will reveal how AI can help you understand and cater to the nuances of the APAC customer base while optimizing your CX strategies.

Customer Analytics Exchange
2024-03-19 - 2024-03-21 | CO
Join your data & customer analytics community at the Customer Analytics Exchange in Los Angeles, CA on March 19-21, 2024!
Customer Analytics Exchange is specifically tailored to unpack the issues that are most relevant to the data & customer analytics community. You’ll get the chance to hear from some of the most successful leaders in data & customer analytics and learn how they are capitalizing on the power of advanced analytics to achieve next-generation customer experiences.
Here are some of the key topics:

Reimagining CX with Advanced Analytics: Creating Tailored, Frictionless and Memorable Customer Interactions
Championing a Culture of Data-Driven Decision Making: Fostering Collaboration Between Analytics Teams and Business Stakeholders
Reshaping the Boundaries of What’s Possible in Customer Analytics:  Understanding the Groundbreaking Applications of Generative AI in Customer Management
Deriving Actionable Insights From Unstructured Customer Feedback Using Advanced Sentiment Analysis Techniques
Beyond Literacy: Embedding Analytics Into Everyday Operations to Achieve Data Fluency for Superior Customer Insights
The AI-Enabled Enterprise: Crafting Transparent, Human-Centric, and Profitable Analytical Pathways for Customer Analytics Stakeholders
and much more!

Time for you to join the fun, you won’t want to miss this action-packed event!
Complete the form to view the agenda!

Pharma CX Summit
2024-03-20 - 2024-03-21 | The Nassau Inn, 10 Palmer Square W, Princeton, NJ, 08542, United States
Every year, PanAgora Pharma brings together pharma CX practitioners to discuss how the industry is utilizing technology solutions, data, and design thinking to drive outcomes for customers. Now in its 11th year, the conference includes two back-to-back day-long events, one dedicated to the healthcare provider experience and a second focused on the patient experience.

Chief Customer Officers (CCO) & Enterprise Leaders Summit
2024-03-25 - 2024-03-28 | CO
Connecting the Dots:
Building a Digital-First, Customer-First Enterprise

Amid economic uncertainties, the ever-evolving technology landscape is fundamentally altering customer behaviour. This brings an inherent complexity in how technology is integrated within enterprises, making it business-critical for close collaboration amongst cross-functional teams.

At the enterprise level, visionary leaders recognise the need to break down silos in order to actualise digital-first, customer-first strategies. Moreover, they understand the importance of leveraging a digital workforce to support future customers, given changing expectations across generations.
Chief Customer Officers (CCO) & Enterprise Leaders Summit brings together internal champions and enterprise leaders driving change needed for customer transformation. This premium conference is the focal point for cross-functional leaders – Customer, Data, Digital, Technology, Marketing and Operations – to break down silos and drive real change enterprise-wide.

This premium conference will take place in 2024 in the lead up to The Customer Show Asia expo, which will take place in March 2025.

The Largest Communications & CX Event in North America
2024-03-25 - 2024-03-28 | Gaylord Palms, Orlando, FL, 6000 W Osceola Pkwy, Kissimmee, FL, 34746, United States
Enterprise Connect Builds Your Network and Hones Your Skills

For your organization — and your career — to thrive, you must ensure that technology delivers the experiences and results that your end users and customers require. Whether you’re focused on video meetings, customer experience, or Generative AI and other AI tools, you need to come together with peers and subject-matter experts. Attend Enterprise Connect, and you’ll come away more engaged and better prepared with solutions you can use to elevate your enterprise to the next level. For over 30 years, Enterprise Connect has been the leading conference and exhibition for enterprise communications and CX in North America.

Make new connections (and renew old ones!) – Nothing matches the in-person experience. Join thousands of communications and CX professionals ready to network and share ideas
Source the latest solutions – Explore 150+ exhibitors in the Expo Hall showcasing the latest systems and technologies side by side
Learn from thought-leaders – Increase your knowledge and develop a strategic understanding of this rapidly changing market through insightful, expert-led Conference sessions and industry-shaping Keynote presentations
Prepare for the future – Get the information you need to migrate your communications, collaboration, and CX roadmap to an AI-driven future
Build your career
Recharge with Orlando sun and energy

Shared Services & Outsourcing Week Conference
2024-03-25 - 2024-03-28 | Rosen Shingle Creek, 9939 Universal Blvd., Orlando, FL, 32819, United States
SSOW is the World’s Largest, Most Anticipated Shared Services Event. Period.
There is nothing else like the Shared Services & Outsourcing Week. Evolving for the last 27 years, SSOW is the cornerstone of the shared services and global business services community, where 1000+ SSO and GBS leaders converge over 4 days and 36 hours of content to discover how to drive increased value from their organizations every day, and what strategies and solutions will enable the transformation.

How does SSOW deliver a once-in-a-year experience to its audience? Through our program, diverse offerings, and our attendees.

Adobe Summit
2024-03-26 - 2024-03-28 | CO
The 2024 Adobe Summit conference is designed to expand your skill set, spark inspiration, and build connections, with 200+ in-person sessions and hands-on labs across 11 tracks. The summit will feature speakers like Ed Bastian(CEO, Delta), and Mary Barra (CEO, GM).
While this year’s speakers have not yet been finalized, it’s just enough to look at the 2023 lineup to get excited – Dave Ricks (CEO, Eli Lilly and Company), Lisa Su (CEO, AMD), and Greg Hoffman (Former CMO, Nike) to name a few.

Customer Contact East
2024-04-07 - 2024-04-10 | Customer Contact East, 3030 Holiday Dr, Fort Lauderdale, FL, 33316, United States
A Frost & Sullivan Executive MindXchange provides the tools, insight and relationships to execute your customer contact strategy; improving customer satisfaction rates, reducing customer churn and increasing revenue!

All Access: The AI Revolution CX 2024
2024-04-09 - 2024-04-10 | CO
Insert summary here – max two paragraphs. Include drivers and strong USP. Don’t change the font but you can change the size if needed. Undoubtedly, artificial intelligence stands as the future of customer experience.
Projections indicate that the Asia Pacific region will command a substantial 43%
share of the global AI market by the end of 2024. Within the diverse tapestry of cultures and
markets that define APAC, AI emerges as the linchpin, empowering businesses to craft
unique, effortless, and exceptionally efficient customer interactions. However, amid this
promising landscape, formidable challenges loom, including issues related to AI integration,
trust and human collaboration.
Introducing All Access: AI in CX APAC, our content series that will delve into the
critical trends and challenges surrounding AI-powered CX, offering actionable
solutions to facilitate successful implementation.
