Past Conference Material

2020 CXPA US Insight Exchange: 
DATES: TBD
HOTEL: TBD
COMING SOON!

Registration will open in Fall 2019

 

The CXPA Insight Exchange is the only CX event by members, for members. The 2019 Insight Exchange was a huge success, and our event attendees found it to be perfect opportunity to expand their knowledge and networks. There were more than 300 Customer Experience professionals in attendance. Explore the resources from the conference below.

CX Innovation Awards

The annual CX 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.


Find out who won in 2019.

Insight Exchange Photos

View our event photos here.
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Show & Tell

A unique aspect of the Insight Exchange is the Show & Tell session where approx. 40 CX professionals present to small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their company.

(Access to these resources will require membership.)

Access the 2019 Show & Tell presentations.

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Keynote Presentations

NOTE: These videos and resources will be sent to those who registered for the 2019 Insight Exchange. Presentation materials available to share with CXPA members are linked below.

(Access to these resources will require membership.)

Keynote Presentations

Storytelling as a Leadership Tool
Scott Steen, CAE, American Physiological Society

The Globalisation of Customer Experience
Ian Golding, CCXP

Twist & Shout - Let's Shake It Up
Geeta Wilson, CCXP

Breakout Sessions

NOTE: These resources will be sent to those who registered for the 2019 Insight Exchange. Presentation materials available to share with CXPA members are linked below.

(Access to these resources will require membership.)

Access the 2019 breakout presentations.

2019 Breakout Topics

Big Data - Small Data: Before You Can Predict the Future, You Need to Understand the Past
Cary Cusumano, CCXP, Verizon
Practitioner Breakout

Moving Mental Mountains: Refocusing on Insights and Action
Erin Hansman, PhD, CCXP, SAP
Practitioner Breakout

Creative Problem Solving Basics
Beth Slazak, Creative Education Foundation
Practitioner Breakout

Leading Through an Experience Crisis
Ben Lawder, Equifax
Practitioner Breakout

The HUMAN Brand: A New Way to Measure Customer Experience & Its Financial Impact
Chris Malone, CCXP, Fidelum Partners
Thought Leader Breakout

B2B is Different -Your Program Should be Too!
Sonya McAllister, CCXP, Walker
Thought Leader Breakout

Experience Economics: Going Beyond ROI to Measure the Value of Experience
Dove LeBaron, CCXP, North Highland Consulting
Thought Leader Breakout

Avoiding Customer Journey Sticking Points: 4 Painless Ways to Improve CX
Mark Smith, Kitewheel
Sponsor Breakout