CX Impact 2014: A Customer Experience Event

December 08 - 10, 2014

InterContinental New Orleans, New Orleans, Louisiana


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Register by Friday, September 05, 2014 and receive up to US$500 off!

Download the Agenda

Download the 2013 Speaker eBook

View the Current Attendee Snapshot

Download Sponsor Information Pack

Download Sponsor Information Pack

2014 Speakers

 Amy Manning
Amy Manning
Customer Experience Marketing Manager
Fedex Corp.
 Kelly Harper
Kelly Harper
Director of Customer Experience Learning
BMO Financial Group
 Seeta Hariharah
Seeta Hariharah
General Manager and Group Head
Tata Consultancy Services
 JC Quintana
JC Quintana
WW Chief Innovation Executive
Hewlett Packard

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Sponsors & Exhibitors
Sponsor
SPi Global
Salesforce
NetBase
inContact
Tata Consultancy Services
Media Partners
Media Partner
CRM Xchange
Teleplaza
Call Center Times
Contact Center Pipeline
Call Center Jobs
Customer Management IQ
Media Partners
Quirk's Marketing Research Media

Connecting voice of the customer data to create a seamless customer story

Welcome to the 6th annual CX Impact - the most practical and actionable customer experience event in existence!

We are excited to reintroduce the Customer Experience Summit as CX Impact 2014.  This reinvention was motivated by you, our customers, to echo the progress you're making in evolving your business and practices to meet the needs of customers. The customer experience continues to be a powerful vehicle for differentiating your business.  That said, it's more complex than ever before.

The 6th CX Impact combines best practice case studies with "idea exchange" sessions rich in discussions, debate and problem-solving with your peers.  Join customer experience, marketing and operations leaders as they share how they are connecting the dots using data mapping, digital integration, social, mobile and customer insights to build stronger relationships with customers that impact the bottom-line.  Unlike some CX events that take a thirty thousand foot view of the customer experience, this event dives deep into "how to" align cross-functional teams and implement strategy in today's omni-channel environment. View the Agenda to learn more.

With so much invested, why do companies continue to fall short in meeting customer expectations?

Let’s look at the stats:

  • 40% of organizations cite 'complexity' as the greatest barrier to improving multichannel customer experience, overtaking 'organizational structure'
  • Only 26% of companies have a well-developed strategy in place for improving customer experience
  • 89% of consumers began doing business with a competitor following a poor customer experience
  • $289 – Average annual value of each customer relationship lost to a competitor or abandoned
  • 63% of online adults are less likely to buy from the same company via other purchase Only 26% of companies have a well-developed strategy in place for improving customer experience (econsultancy.com)

Who will you meet at the 6th CX Impact Event?

This cross industry event brings together senior-level professionals from a diversity of industries with responsibilities in:

  • Customer Engagement & Experience
  • Customer Care
  • Operations
  • Marketing
  • Online Customer Strategy & User Communities
  • Customer Relationship Management
  • Customer Insight & Satisfaction
  • Call and Contact Centers
  • CRM
  • Loyalty
  • Customer Retention
  • Social Media
  • Quality
  • E-Commerce & Retail

Why attend? What makes this event unique?

  • The common thread in every presentation and session is the ROI - how this lead to a measurable impavt
  • Hear how marketing and operations professionals are stepping up in unprecedented ways to improve the customer experience at their organization
  • You won't experience "death by PowerPoint" - this event is filled with purposeful networking and interactive sessions including "collaboration in action" where you work together with like-minded peers
  • Learn how to transition from a legacy CX strategy to one that's omni-channel
  • Learn how to use customer data to guide your decisions, because intution doesn't cut it
  • Dive deep on social, mobile and digital during the Digital CRM Focus Day