CX NYC 2019


New York Hilton Midtown New York  June 11-12, 2019

Change The Game 

Leading Radical CX Innovation

    First, the good news.

    Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact. Congratulations! 

    Now the bad news: We have failed at delivering true innovation.

    Yes, we've made incremental improvements. Yes, we've proven adept at following the example of well-known leading CX brands. And yes, we've enthusiastically embraced new digital tools, like chatbots.

    But the low-hanging fruit has been gathered. CX performance has plateaued. Now what?

    Simple: We need real, disruptive innovation. The time has come for an aggressive push for radical change in CX. We need innovation that leverages the latest technologies -- but doesn't assume that innovation comes solely from new digital tech. And we need innovation that is deeply evidence-based, using both quantitative techniques (like behavioral economics) and qualitative research (like ethnographics).

    The next revolutions are waiting. They will emerge from this sweet spot: At the intersection of insight and innovation.



    Preliminary agenda; subject to change. Detailed program will be released in January 2019.


    Monday, June 10, 2019

    1:00 PM – 5:00 PM
    Optional Pre-Forum Programs: Summits and Workshops

    Tuesday, June 11, 2019

    8:30 AM – 9:30 AM
    Welcome & Opening Keynotes

    9:30 AM – 10:15 AM
    Morning Networking Break

    10:15 AM – 12:00 PM
    Deep Dives and Sponsor Presentations

    12:00 PM – 1:00 PM

    1:00 PM – 2:00 PM
    Main Stage Keynotes

    2:00 PM – 3:30 PM
    Deep Dives and Sponsor Presentations

    3:30 PM – 4:15 PM
    Afternoon Networking Break

    4:15 PM – 5:30 PM
    Main Stage Keynotes

    Wednesday, June 12, 2019

    8:30 AM – 10:00 AM
    Deep Dives and Sponsor Presentations

    10:00 AM – 11:00 AM
    Morning Networking Break

    11:00 AM – 12:15 PM
    Main Stage Keynotes

    12:15 PM – 1:15 PM
    Lunch and Networking

    1:15 PM – 2:15 PM
    Main Stage Keynotes

    2:15 PM – 2:45 PM
    Coffee Break

    2:45 PM – 3:30 PM
    Main Stage Keynotes

    3:45 PM – 4:30 PM
    Final Thoughts: Deep Dives

    To nominate a speaker for this Forum, please fill out the Speaker Submission Form

    30+ sessions featuring industry experts and Forrester analysts.

    64% of attendees are director-level and above.

    1300+ leaders and influencers in CX, marketing, business strategy, and technology management supporting CX initiatives. 

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

    Join Us


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

    All prices in USD. Register by December 31, 2018 to save $850!

    New York Hilton Midtown
    1335 Avenue of the Americas
    New York, NY 10019
    +1 (212) 586-7000
    Hotel website | Group Rate

    Global Corporate Partners


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