CXNYC 2016


June 21–22, 2016
New York Hilton Midtown

The Event for Customer Experience Leaders, Innovators and Practitioners

Join us to learn how executive leadership, customer understanding, design management, culture and measurement function in high performing firms that are in it to win it.


    The CX Mindset

    Customer obsession means putting customers at the center of your business, even if that means disrupting your business.

    Getting Customer Understanding Right

    Let’s face it, 20 questions on a Likert scale isn’t going to get it done. To understand what makes your customers tick, you must balance quantitative with qualitative methods — and the best qualitative insights come from direct, one-on-one observational research with customers.

    The Rise Of Experience Design

    Across all industries, leading firms disrupt decades-old experience models. How? By questioning once-hallowed assumptions about key customer journeys, profit drivers, customer behaviors, internal processes, and capabilities.

    Building A Customer-Centric Culture

    Want great CX? Well that’s not possible without a culture committed to delivering consistently superior customer experiences. Unfortunately, culture transformation remains one of the toughest challenges CX pros face. The good news is that best practices for defining, guiding, and sustaining these efforts travel well across industries.

    How To Upgrade CX Measurement Programs

    Robust measurement programs keep CX programs on track. Yet, nearly 75% of business leaders acknowledge that they don’t tie CX quality to business outcomes. Thirty-nine percent don’t even bother to ask customers for feedback about their interactions. Learn how your peers define the right metrics and use them to drive CX improvements.

    60+ sessions featuring industry experts and Forrester analysts.

    >80% of attendees are director level and above.

    1,100+ CX leaders, innovators, and practitioners.

    >65% of attending companies achieve $1B+ in annual revenue.

    Join us


    Clients: $2,350
    Non-clients: $2,550
    Government, education, and nonprofit: $2,250

    All prices in USD.

    New York Hilton Midtown
    1335 Avenue of the Americas
    New York NY 10019
    +1 212.586.7000
    Hotel website

    Reserve your room here by Monday, May 30, to take advantage of Forrester's group rate.

    Learn about our other Customer Experience Events.