Customer Experience Exchange, North America

October 15 - 16, 2013

Trump National Doral, Miami, Florida

Thanks to all the speakers, delegates and solution providers of the Customer Experience Exchange, North America who helped make the event a great success!

We are looking forward to the next edition. To request your delegate invitation or to attend as a solution provider email: or call: +44 (0)20 7368 9484


Past delegates say it best

Customer Experience Past Delegates

Hear from past sponsors

Customer Experience Sponsors

Investing in the Future & Driving Profitability Through Customer Experience

There’s no denying that in today’s connected world, the customer is king - yet whilst many organizations are adopting this mantra, siloes and fragmented roles mean that in practice, few are behaving in a customer-centric manner.

Increasing costs and the need to streamline can also adversely affect customer and employee experiences. So how do you safeguard the future of your organization and ensure that your customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability?

The 2013 Customer Experience Exchange directly addresses these issues in a unique format. Combining in-depth, real-life case studies with expert panelists and cutting edge research, this two day Exchange goes beyond generic recommendations and instead will address the most pertinent questions facing attendees.

Chapter One: The Strategic Challenge – will address the priorities of the commercial agenda and the customer experience capability required for success. At the end of this chapter, the Chairman will facilitate an interactive discussion amongst the audience to help articulate and agree the primary challenges in executing this agenda.

Chapter Two: The Operational Challenge – explores specific priorities and opportunities facing customer experience functions, from big data and social media to multi-channel experience and the mobile revolution.

Chapter Three: The Cultural Change Challenge – addresses the primary challenges agreed by attendees at the close of chapter one. Combining an expert panel of senior industry leaders with a facilitated discussion and debate, the Customer Experience Exchange uniquely dedicates 75 minutes to forming practical, actionable steps to help those leaving the event to initiate change in their own organization.

Join us in October and have the unique opportunity to be a part of this exclusive invitation-only event.

Featured Download


  • What is Customer Experience?What is Customer Experience?

    Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.


  • LexisNexis Interview: Driving New Product Development & Innovations Through Customer Insight LexisNexis Interview: Driving New Product Development & Innovations Through Customer Insight
    During this exclusive interview, Steve Mann, CMO of LexisNexis talks about their use of the Customer Discovery & Innovation Group to turn customer insight into new products, as well co-creating marketing campaigns with their clients to drive even more value.

    Find out how Steve’s role as CMO has evolved to incorporate customer experience across all digital channels, and why they are driving rich levels of engagement with their clients. Plus, hear what Steve believes the technology market needs to do in order to help him drive more RIO from his mobile investments.


  • Customer Experience Exchange, Miami, September, 2012: Post Event ReportCustomer Experience Exchange, Miami, September, 2012: Post Event Report

    In September 2012, the Customer Experience Exchange connected 60 senior customer experience executives with a selection of the industry’s leading solution providers and analysts to tackle key issues such as voice of the customer and how to form a customer centric organisation. This report outlines session highlights from the meeting, cutting edge content, onsite interviews, and insight into the latest industry trends, a look ahead to 2013 and more.

  • Infographic: How CMOs & Digital Marketers Choose SuppliersInfographic: How CMOs & Digital Marketers Choose Suppliers

    Today’s customers are in control. They can spend money anywhere in the world at the click of a button. As a result it is becoming increasingly important to understand your clients, peers and customers. Based on market research, the Customer Management Exchange Network has created this infographic which highlights the business objectives and the process of choosing suppliers in today’s hypercompetitive market.

  • Future of Customer Experience eBookFuture of Customer Experience eBook

    Balancing the delivery of a multi-channel customer experience and meeting the needs of your shareholders is becoming increasingly difficult. To address this issue, the Customer Management Exchange Network interviewed industry leaders to explore how leading customer experience professionals are approaching these challenges, what makes a great customer experience and what does the future hold.

Leading Speakers for 2013 Include:

 Megan Burns
Megan Burns
Principal Analyst
Forrester Research
 Christine Comaford
Christine Comaford
Corporate Culture Leader, Presidential Advisor & NYTimes Bestseller
Christine Comaford Associates LLC
 Chip Cater
Chip Cater
Chief Marketing Officer
Premier Healthcare Alliance
 Steve Mann
Steve Mann
Chief Marketing Officer, Research & Litigation Solutions
 Joe Norton
Joe Norton
Deputy CIO
 Jay Topper
Jay Topper
Chief Technology & Information Officer
 Dennis DeGregor
Dennis DeGregor
Worldwide Group Executive, Enterprise Customer Services
 Jeff Van De Velde
Jeff Van De Velde
Senior Vice President of Customer Experience & Loyalty
SunTrust Bank
 Charlon McIntosh
Charlon McIntosh
Regional Vice President
Time Warner Cable Business Class

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