CX Impact 2014: A Customer Experience Event

December 08 - 10, 2014

InterContinental New Orleans, New Orleans, Louisiana


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2014 Speakers

 Kelly Harper
Kelly Harper
Director of Customer Experience Learning
BMO Financial Group
 Dan Edge
Dan Edge
Vice President Customer Operations and Service Innovation
WPS Health Insurance
 Amy Latzer
Amy Latzer
Chief Operating Officer
211 LA County
 Welington Fonseca
Welington Fonseca
Vice President Marketing
Gilt
 JC Quintana
JC Quintana
Global Head of Innovation and Customer Engagement Strategies
Hewlett Packard
 Karen Kerley
Karen Kerley
Director of Client Experience
TradeKing Group

IDGA

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Sponsors & Exhibitors
Media Partners
Media Partner
Call Center IQ
CRM Xchange
Teleplaza
Call Center Times
Contact Center Pipeline
Call Center Jobs
Media Partners
Quirk's Marketing Research Media

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

Welcome to CX Impact 2014 - 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 CX Impact 2014 combines best practice sessions with "idea exchange" sessions that are rich in discussions, debate and problem-solving with your peers.  Join CX, customer service and marketing leaders as they share how they are connecting the dots 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. Download the program 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 CX Impact 2014?

This cross industry event brings together senior-level professionals from diverse 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?

  • Unlike most CX events that take a thirty thousand foot view of the customer experience, this event doesn’t promote boasting, it promotes the “how to”Hear how CX, customer service and marketing professionals are stepping up in unprecedented ways to improve the customer experience in their organizations
  • You won’t experience “death by powerpoint” – this event is filled with purposeful networking and interactive idea sharing exchanges where you will work together with like-minded peers on some of the most pressing issues of today
  • Learn how to transition from a legacy CX strategy focused on operational effectiveness to a CX strategy that is omni-channel and customer-focused
  • Learn how to use customer data to guide your decisions because intuiting doesn’t cut it anymore
  • Dive deep into the digital experience during our focus day on digital CRM