CX Europe 2019


CX Europe 2019


InterContinental London — The O2 • November 14–15, 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.


    Agenda at a Glance

    Preliminary agenda; subject to change. Full program will be released on July 31, 2019.

    Thursday, 14 November, 2019

    9:00 AM – 12:40 PM
    Foundation Programs: Business Transformation, Core Technology, or Emerging Tech

    12:40 PM – 1:40 PM 

    1:40 PM – 3:50 PM 
    Deep Dives and Sponsor Presentations

    3:50 PM - 4:20 PM

    4:20 PM – 5:30 PM 
    Main Stage Keynotes

    Friday, 15 November, 2019

    9:00 AM – 10:20 AM
    Main Stage Keynotes

    10:20 AM – 10:50 AM

    10:50 AM – 12:40 PM
    Deep Dives and Sponsor Presentations

    12:40 PM – 1:40 PM
    Lunch and Networking

    1:40 PM – 3:00 PM
    Main Stage Keynotes

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

    Join Us


    Clients: £1,625
    Non-clients: £1,725
    Government, education, and nonprofit:£1,425

    All prices in GBP. Register by June 30, 2019 to save £400!

    InterContinental London — The O2
    1 Waterview Drive
    London SE10 0TW, United Kingdom
    +44 20-8463-6868
    Hotel website | Group Rate

    Global Corporate Partners


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