2018 US Insight Exchange

2019 CXPA US Insight Exchange: 
May 15 -16, 2019
The Grand America Hotel
Salt Lake City, UT

More Details Coming in the Fall

What is the Insight Exchange?


The CXPA Insight Exchange is the only CX event by members for members, it is unlike any other you’ve attended. Whether or not you’re a member of the Customer Experience Professionals Association, the 2018 Insight Exchange was a perfect opportunity to expand your knowledge and your network with more than 350 Customer Experience professionals in attendance. Explore the resources from the conference below.

Show & Tell Sessions

A unique aspect of the Insight Exchange is the Show & Tell session where 28 CX professionals (CXPA members) present to a small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their company (with three rotations in one session). 

2018 Show & Tell Presentations
(Access to these resources will require membership.)

Breakout Sessions

Breakout sessions by practitioners, CX thought leaders, and sponsors were presented at the 2018 US Insight Exchange. 

2018 Breakout Presentations
(Access to these resources will require membership.)

2018 Breakout Topics

How to Earn the Right to Speak about CX in a B2B Company
Daniel Coullet, PTC
Practitioner Breakout
Customer Experience Metrics, Measurement & ROI
Bob Azman, CCXP, Carlson Wagonlit Travel
Practitioner Breakout

Gaze into the CX Crystal Ball: Moving from Explaining the Past to Predicting the Future
Judy Bloch, Citi
Practitioner Breakout
Taking Your CX Program to the Next Level
Suzanne Dieth, CCXP, Reliant
Practitioner Breakout

Resistance Management: A CX Case Study in Change
Edwin Bodensiek, Miles & Stockbridge
Practitioner Breakout
How to Design Positive Experiences for Irrational Customers
Isabelle Zdatny, CCXP, Temkin Group
Thought Leader Breakout

Lead Where You Stand
Rob Sherrell, CCXP, North Highland
Thought Leader Breakout
Demystifying CX Metrics: Five Steps to Success
Jen Rodstrom, CCXP, Temkin Group
Thought Leader Breakout

The Enterprise Journey to AI
Chris Danson, Mattersight
Sponsor Breakout
Building a Powerful CX Business Case
Michael Sinoway, MaritzCX
Sponsor Breakout

Customer Experience Predictions to Help Companies Win in 2018
Mike Debnar, Medallia
Sponsor Breakout

Apply for the CX Innovation Awards

The annual Customer Experience Innovation Awards are presented by CXPA to organizations/brands that do not sell customer experience products/services that have implemented innovative and successful customer experience initiatives.

Over the past years companies such as John Deere, Anthem, EMC, Fidelity and more have been awarded this prestigious recognition. As the industry association for Customer Experience, this award showcases significant achievements and developments in the profession. We take great honor in recognizing outstanding achievements by organizations across the globe.

Awards are given out at our annual CXPA Insight Exchange in May each year.  To apply for the 2019 Innovation Awards, please complete the nomination form here (coming Winter 2018-2019). Deadline to apply is TBD.

Find out who won in 2018 and more!

Insight Exchange Photos

Reflect on how we celebrated CX at the 2018 CXPA US Insight Exchange.

Celebrate.jpgView our event photos here.

Insight Exchange Videos

Take a look at the welcome video that kicked off our 2018 CXPA US Insight Exchange

 A quick photo montage with our favorite pics from the 2018 CXPA US Insight Exchange

Lesley | Hello From Afghanistan

CXPA | State of the Association

Jeanne Bliss 

CX Disruptors