Don't Miss The Southeast's Premiere Customer Experience Summit
00
Days
00
Hours
00
Minutes
00
Seconds
- April 19: 9:00 AM - 5:30 PM - Main Event at From the Earth
- April 20: 9:00 AM - 4:30 PM - Four 90-Minute Interactive Online Workshops
Register Today!
- EARLY ACCESS $375 (Save $100 before April 1)
- Regular Price $475 (After April 1)
- Group Registration 2 or more for $350 per person. (Save $125 off regular price)
- Four Interactive Online Workshops included with all registrations
Limited Seating
Only 52 Seats Remaining! Book Your Spot Today!
Learn From CX Leaders
Check Out the Agenda
Discover New Partners
Real People. Real Stories. Real Solutions.
"CX Forums creates space for collaboration, connection, & best practice sharing. If you are looking for a forum to learn from CX & industry experts, be curious, and have fun, this is the place for you.”
Michelle BrigmanSr. Director Strategic Alliances, Medallia"A strong return on investment of time and attention to rekindle CX community connections, develop new relationships, and hear real stories and solutions from passionate CX leaders. The size of the audience, ample spacing in the venue, and thoughtful safety options provided also helped me feel well assured."
Greg MeliaGreg Melia, CEO, Customer Experience Professionals Association (CXPA)Get Ready To...
- Discover ways to advance your CX practice and increase the value of your job
- Explore latest tools and resources to help your CX/UX practice thrive
- Learn how customer and employee needs have shifted and how you can meet their evolving expectations
- Get outside of your box and learn creative ways to approach challenges
- Improve your skills with 4 interactive 90-minute online workshops
- Connect with CX/UX leaders with guided networking activites and ample time for meaningful conversations
- Reinvigorate your CX senses hearing real-life stories, sharing inspiring ideas, and engaging in conversations with your peers
Connect
Make new relationships and exchange ideas with your peers. Connect with in-person and virtual networking, small groups, guided group activities and interactive workshops.
Share
Everyone has something to share. You’ll hear what leading brands and agencies are doing to improve CX, UX, EX, XM across different industries and disciplines. We encourage you to share your ideas too.
Learn
CX Forums is the place to learn what business leaders are planning and doing now to keep customers and employees engaged and satisfied.
Featured Speakers & Contributors
Speaker and topic selections are guided by the CX Forums Advisory Board and local CX leaders to represent a wide variety of industries and disciplines. You'll hear real-life stories of how these leading CX/UX/MRX and PDX practitioners are meeting today's challenges to plan for better customer experiences in the future.
Tim Stevens
Owner
From the Earth Brewing Co.
Saurabh Bose
Lead Principal UX Designer
Backbase
Jason Brett
Principal Strategist
Method / Product Coffee
Nate Brown
Sr. Director of CX
Arise
Mary Drumond
VP Marketing
Neighborly Software
Ashley Jones
Founder, Executive Director
Love Not Lost
JD Jones
Chief Experience Officer
Pain MGMT
Edie Kirkman
Chief Product & Digital Officer
TEK Partners
Sandra Mathis
Director, CCE Business Strategy
Microsoft
Shawn Nason
CEO
OFFOR Health
Dennis Ross
Founder
Book Ambition, Inc.
Jerry Seufert
Owner / Coach
Fresh Air Ventures, Inc.
Karl Sharicz
Founder / President
HorizonCX, LLC
Devin Smith
Principal
Devin Smith
Mark Michelson
CEO
Threads Research / CX Forums, Inc.
Agenda Overview
There is something for everyone with 2 full days of engaging and immersive interactive learning.
Here's what you can expect:
April 19 - From The Earth - Roswell, GA
- We are delighted to feature From the Earth in Roswell as our host this year. From the Earth Brewing Company is a Roswell, Georgia restaurant and brewpub with craft beers and farm to table cuisine from fresh, local sources around Atlanta.
- Registration includes full day in-person meeting at From the Earth, continental breakfast, all day snacks, lunch, reception, and four online workshops.
- Storytelling, Keynotes, CXpert Panel, Small Group Discussions @ Lunch and Interactive Group Activities with CX/UX/MRX leaders from a variety of disciplines and industries.
-
Following lunch, we'll have guided interactive group activities, more storytellers, a panel discussion of CXperts and reception. Dutch treat dine arounds are optional following the reception.
Agenda Detail
Check-in, Breakfast & Networking
8:00 AM
Come early and enjoy continental breakfast while networking with fellow attendees.
Nate Brown, Arise
8:55 AM
Good morning! Welcome to CX Forums. Sponsor Recognition. What to expect today.
Dennis Ross, Book Ambition, Inc.
9:00 AM
The Power of Storytelling. Story is your advantage in 2023
Hacking Into a New Industry with Customer-centric Marketing. Mary Drumond recently transitioned into a new position as VP, Marketing at Atlanta-based SaaS company, Neighborly Software. Listen to her speak on how she used customer centricity to "hack" her way through the challenges and insecurities of making a career and industry pivot. In this talk, you'll learn how to 1) Leverage CX mastery to stand out in job. 2) Reduce new job jitters by keeping the customer at the heart of your initiatives searches. 3) Why customer-centricity isn't always "sexy", and that's OK.
Sandy Mathis, Microsoft
9:30 AM
A perspective on generative AI, e.g., ChatGPT: friend or foe for Customer Experience (CX)? In the last 30-years, the industry has shifted. The PC, Windows. The Internet, Smartphones and now Cloud computing. But now, with AI, the world is changing. In 5-years, AI is going to be like electricity. It will be everywhere and engrained into everything. We are at another point of transformation, to which ChatGPT pushes transformation further. What is ChatGPT, and how can it impact our approach to CX? And, is it our friend or our foe?
KEYNOTE: The State of the CX Industry. Where we've been and where we're going.
Coffee Break
10:15 AM
Meet your fellow attendees and replenish your beverages and snacks.
Applying Jobs Theory to Customer Experience Design. "New products succeed not because of the features and functionality they offer but because of the experiences they enable." ~ Clayton M. Christensen, Competing Against Luck. Have you ever thought of CX as innovation? If not, you should. Think about it. When someone talks about innovative technology, you don't care unless it helps you make progress on something in your life, right? The reality is, we need the entire experience of using a product or service, from the first brand impression to final purchase, to help us make progress, not just the product or service itself. Let's talk about how we can use Clayton Christensen and Bob Moesta's Theory of Jobs to Be Done to orient all of our company activity around the customer experience and achieve real innovation.
A walk in your customer's shoes. Make a conscience effort to trading places with your customers. Learn about the way they work and how they desire to use our products. Listen and see things from your customer's perspectives, to make their lives easy and turn these insights into compelling and profitable business ideas. Things to rememer: 1) You are not your customer. 2) Get out there and observe. 3) Test and validate your insights.
Jerry Seufert, Fresh Air Ventures
11:15 AM
Small groups: A new tool for building connections and getting things done. Advancing customer experience across the enterprise is throttled by limited resources in the formal CX roles. Small groups are a great way for CX leaders to amplify their influence by partnering with small groups throughout the company.
Hear the story of a restaurant entrepreneur who built raving fans around his restaurants by providing excellent customer experiences. From the farm-to-table menu to award winning beer and Roswell's newest upscale steakhouse, Tim shares the story of how he created these concepts and his resolve to serve the community.
Lunch Table Talks
12:00 PM
Enjoy lunch and small group discussions with your peers. Choose your meal from the buffet and find a table indoors or on the patio. This is a great time to connect with each other, share ideas, and learn what others are doing to improve CX in their organizations.
Put Your Middle Finger Away and Start Getting Sh*t Done. The CX process will get you nowhere if you and your team are stuck in the wrong mindsets. Let's get together to create an epic brain trust for an hour where we'll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. Let's destroy some barriers together so we can shift "we can't" cultures into "bring it" mindsets by establishing value, knocking down barriers, and finding the right champions.
JD Jordan, Paign MGMT
2:30 PM
UX your life: Applying the user-centered process to your life (and stuff). The defining characteristic of UX design is it's focus on the user and on an iterative, user-centered, approach to creating solutions. But what if we applied the user-centered design process to ourselves, our lives, and our careers. In this talk, an expert in the design and UX field will demonstrate several UX research, design, and measurement techniques that can be used to audit, brainstorm, and critically test how we live and lead purposefully lives.
Ashley Jones, Love Not Lost
2:45 PM
How your customer experience can be radically changed by love. Ashley's going to take us on a journey to discover how your customer experience can be radically changed by love. She'll share her personal story of loss and love, launching Love Not Lost, and how the driving question, "How can we love people better?" leads to innovation and amazing experiences. Ashley will connect the data from cultures of caring along with personal stories to show what that means for a company, employees, customers, and the bottom line.
Lisa Crymes, EDA, Inc.
3:00 PM
What is the difference between product management and customer experience in business? Product management and customer experience are two different areas of business which aim to meet customer needs. Product management focuses on creating and managing products that meet customer needs, while customer experience focuses on creating positive experiences across all customer touchpoints. Product management prioritizes features and drives product strategies, while customer experience aims to create loyalty, advocacy, and retention. Both areas of focus are essential for business success.
Blurred Lines: How to build bridges with various business lines within companies: product, contact center, frontline, marketing, operations, etc. How to foster a customer centric culture.
Open Reception
4:20 PM
The reception after the event is open to everyone. Be sure to invite your friends!
April 20 - Interactive Online Workshops
- On Thursday, April 20, we'll take a deep dive with four 90-minute Interactive Workshops.
- Expand your knowledge and hone your CX skills in these interactive workshops the day after the Main Event.
- Learn how to use the latest tech tools and resources to enhance your CX toolkit and expand your practice expertise.
- Meeting room format on Zoom allows everyone to participate and ask questions directly, so you're not just watching another webinar limited to chat and Q&A.
Workshop Detail
The origins of Customer Experience (CX) grew out of marketing and consumer theories of the 1960s and toward the late 1990s a pioneering book titled The Loyalty Effect was published by Fred Reichheld the consulting firm Bain and Company - the gist of which was that long-lasting customer relationships should be prioritized over products to ensure business success. Since those 20 plus years have passed, many organizations have jumped on the CX bandwagon, some experiencing tangible and rewarding long-term business benefits and some losing their way. It's all in the execution and in this 90-minute workshop, Karl Sharicz, Founder/President of HorizonCX will highlight the fundamentals of CX that will lead you toward earning those long-term business benefits.
CX Leader as a Change Agent
11:00 AM
You've got to start with the customer experience and work backwards to the technology. - Steve Jobs. In this workshop led by Mark Slatin, CX Advisor and Founder of EmpoweredCX, You will learn how to 1) Define change management as it relates to CX, and why is it so important right now 2) Understand the EmpoweredCX change framework 3) Lead change more effectively by becoming a trusted advisor to your key stakeholders
Before there is a customer experience to measure, it must be designed. Nothing is static in the world of customer experience. Once an experience is designed, key touchpoints and service performance must be continuously monitored. What are they key metrics and insights used by leading brands and CX practitioners in experience management? What kinds of research and insights are needed most to design and improve customer experiences? What is journey mapping and how does it help clients? Learn the answers to these questions and more during this interactive session on CX Metrics and Insights presented by CX Forums producer and principal of Threads Marketing Research, Mark Michelson. Mark is one of the world’s leading experts on research for customer experience design (journey mapping, product and facility development, service design) and performance measurement (NPS, CSAT, CES, Mystery Shopping). Since 1984, Mark has spent his career as a marketing researcher to help design customer experiences, facilities, products and communications for major brands around the world. Since starting CX Forums in 2017, Mark has created many meaningful and memorable in-person events across the USA where CX professionals can meet and learn from each other.
Who Attends?
Created by CX Professionals,
for CX Professionals
CX Forums is ideal for anyone who is responsible for the customer experience at their company.
Previous attendee titles include:
- C-Suite: Chief Executive Officer, Chief Experience Officers (CXO)
- Chief Customer Officers (CCO), Chief Operating Officers (COO)
- Chief Marketing Officers (CMO), Chief Technology Officers (CTO)
- SVP & VP Experience, Brand & Customer
- CX Directors, HR& Training Directors, UX Directors
- Customer Care, Customer Success & Call Center Directors
- Experience, Store/facility, Service, & Product Designers
- Brand Planners, Store Planners & Product Managers
- Mystery Shopping and Merchandising Companies
- Marketing Researchers & Data Scientists
Anyone who needs to learn more about improving customer, employee and brand experiences will benefit from attending CX Forums Experience Summits.
Sponsors and Partners
Interested in Sponsoring? Click for more info
Silver Sponsors
Supporting Sponsors
Media Partners
What is CX Forums?
If you want to improve your customer experience skills and meet others in the CX profession from a variety of disciplines don't miss this event.
Now more than ever it's important to Connect, Share, Learn, and Get Inspired with other CX leaders who have "been there and done that." Customer Experience is a challenging profession. It helps to have a network of friends who not only understand your challenges, but can help offer solutions too.
CX Forums is the place where you can connect with other business leaders from across a variety of industries and backgrounds. Learn what CX leaders are planning and doing now to keep customers and employees engaged and satisfied in the future.
(Read More)
CX Forums Summits are organized by CX practioners to strengthen local professional CX communities. Our goal is to connect professionals and build bridges between CX/UX disciplines and industries in local markets. When you attend CX Forums you will be part of an exclusive community of CX/UX leaders focused on sharing, learning, and helping each other grow.The Experience Summit features 6 TED Talk style speakers, 2 Keynote speakers and a Panel of 4 CX Experts from leading Florida based brands. In addition, there is a half-day Innovation Lab at Dali Museum and 4 online 90-minute workshops and over 6 hours of time reserved for networking and small group discussions.
This is the fifth annual CX Forums Experience Summit in Atlanta, and we've expanded to include a half-day in-person workshop at the Delta Flight Museum. CX Forums is the place for CX practitioners to share new ideas and tips, expand their skill sets and support each other in improving our unique CX initiatives.
Delegates represent senior level decision makers from a wide variety of industries and disciplines. We share real CX stories across a wide variety of topics including VOC, Design Thinking, CDP, CRM, UX, Training, Marketing, Call Center, Metrics, and CX Beyond COVID19, and more!
CX Forums was created by Mark Michelson, a 35+ year veteran CX strategist & researcher, member of the CXPA regional council and producer of the acclaimed CX Talks series. For more info on CX Forums, Click Here.
Size Matters
Tired of Big Conferences Where You Feel Lost in a Sea of Badges, Booths and Headsets?
CX Forums Experience Summits are Intentionally Intimate
Have you heard of Dunbar's number (a.k.a. The Rule of 150)? British anthropologist Robin Dunbar suggested 150 is the "magic number" of individuals for networking and maintaining relationships. For this reason, all CX Forums Experience Summits are limited to 150 in-person Delegates.
Smaller regional events like CX Forums give you space and time where you can meet other people from your area, engage in fun immersive learning experiences and build a lasting network of friends you can trust.
CX Forums are carefully designed to create lasting relationships through mindful interactions in unique "experiential" venues.
"This was my third CX Forum and it was easily my favorite. I thought the speakers were informative, the size of the crowd was conducive to connecting, and the venue was delightful. I loved the networking from 3-5 – it wasn’t too late and I wasn’t on a rush to get home."
Marcos AriasDover Foods"CX Forums is the only conference where I feel I can talk openly with my peers and have real discussions about human centered experience design. The participants here just get it. As a speaker and sponsor at many events, I find CX Forums delivers incredible value in helping me build lasting relationships."
Shawn NasonChief Experience Officer MOFI (Boutique Design Firm)Venue
From the Earth - Roswell, GA
From The Earth Brewing Co. - Roswell, GA
A Unique Entertainment Venue
Makes this Professional Conference
Feel Like a Social Event
While most trade conferences take place in sterile conference centers and hotels, CX Forums seeks unique and experiential venues. From the Earth is a restaurant and music venue that was designed to provide exceptional customer experiences.
Located 1/2 Mile East of 400 on Holcomb Bridge Rd, From the Earth has quickly become Roswell's favorite gathering place for music, art, entertainment and engaging events.
From the Earth is a unique facility, combining a fully functioning brewery with indoor aand outdoor dining, concerts, farm-to-table cuisine, private events in a variety of configurations. The venue features a great stage for our talks with state-of-the-art audio/visual, multiple creative hangout spaces, patio, restaurant and a full service bar.
Be Part of the Action
Interested in partnering with CX Forums? We'd love to talk!
Contact Mark Michelson at mark@cxforums.net
Past Participating Brands
CX Forums Experience Summit provides an opportunity for leading CX/UX practitioners to meet and learn from each other. When you attend, you will meet CX/UX professionals from a wide variety of disciplines and industries.
Whether you are in banking, CPG, insurance, foodservice, government, healthcare, hospitality, IT, retail, sports, transportation or any business that depends on customers, we all learn more when we share our individual perspectives together.
From Chief Experience Officer to Director of Customer Care to VP of Strategy and Design, the CX Forums Executive Summit brings decision makers together to share knowledge, ideas and support each other in our CX practices.
You'll be in good company at the CX Forums Experience Summit. Take a look at some of past attending brands:
Event Info
Accommodations
Because our events are not held in hotels, CX Forums does not have a designated hotel or discount codes for booking.Atlanta has great convenient hotel and Airbnb options around Ponce City Market, in Midtown and Downtown. Should you need accommodations for the event, use these search options for Hotels and Airbnb:
Search Hotels
Search Airbnb
Getting There
If flying, Atlanta Hartsfield-Jackson International Airport (ATL) is the best option.City Winery Atlanta Address: 605 North Ave. Suite S201, Atlanta, GA 30308
City Winery has parking located around the venue and in the underground parking deck at Ponce City Market. We recommend downloading and using the Parkmobile app.
To enter City Winery, look for the signs pointing to CX Forums and enter using the City Winery Speakeasy Entrance located on the main level. No need to take the stairs or elevator to the top level.
Meals
Continental breakfast will be available starting at 8:00 AM. Lunch will be served 12:30-1:45. Snacks and refreshments will be available throughout the day.If you have any dietary restrictions, please contact mark@cxforums.org
Be sure to stay for the Happy Hour Reception following the program from 4:30 until 6:00. The reception is open to all CX professionals at no cost.
Interested in sponsoring our Happy Hour Reception? Click Here for Sponsorship Info.
Safety
At CX Forums Experience Summits, our priority is to provide the best possible experience for our attendees, and of course, your health and safety. That includes creating an optimal networking environment limited to 150 in person Delegates (see Dunbar’s number below)
CX Forums Experience Summits have been designed from the ground up by CX leaders and event professionals with decades of experience and we’re here to address all of your COVID-19 related safety concerns. We are monitoring local market conditions and regulations to ensure a safe event for our attendees.
Venues for CX Forums are COVID compliant in all of their operations.
We encourage all participants attending CX Forums Experience Summits to be fully vaccinated.
Mask/facial coverings are optional.
If You Are Sick: If you have a temperature, are showing any potential symptoms of COVID-19, have tested positive for COVID-19, or have been in close contact with anyone that has tested positive for COVID-19 within 14 days of the event then you need to stay home and join us online.
Potential COVID-19 symptoms include:
• Fever or chills
• Cough
• Shortness of breath or difficulty breathing
• Fatigue
• Muscle or body aches
• Headache
• New loss of taste or smell
• Sore throat
• Congestion or runny nose
• Nausea or vomiting
• Diarrhea
~ Masks: Currently, none of our cities nor venues are requiring masks. However, as we know, nothing is normal with COVID. If there is a mask mandate put back in place in the city or venue where the event is taking place, masks will be required at our Experience Summit. If there is no mask mandate in city or venue the event is taking place, then wearing a mask becomes personal choice for each of us. Please respect everyones' choice regarding wearing a mask.
~ Hand sanitizer: stations will be available throughout the event. Touchless hand sanitizer stations will be available at most venues.
~ Food and Beverage: All of our venues are following CDC guidelines to ensure your safety all day, including food and beverage protocols (i.e. gourmet boxed lunches, no buffet style food). Please remember to sanitize throughout the day, including before and after consuming food and beverages
~ Distance Preferences: We want to respect everyone’s choices about physical distance/touching. There will be optional stickers for your badges – a red sticker means you prefer 6-feet distance. A green sticker means you’re open to handshakes, etc. Please respect each other and follow our CODE OF CONDUCT (under FAQ's)
~ Capacity and Seating: We are limiting all in-person events to 150 delegates… and this is not just because of COVID Safety measures.
Have you heard of Dunbar's number a.k.a. The Rule of 150? British anthropologist Robin Dunbar suggested 150 is the "magic number" of individuals for networking and maintaining relationships. For this reason, CX Forums Experience Summits are limited to 150 Delegates.
We will have seating options 6-feet apart for anyone still wishing to observe this prior CDC guideline.
In-Person Delegates will have a choice for letting others know their distancing preference.
+ Choose a RED sticker on your badge, you will signal others that you prefer distancing.
+ Choose a GREEN sticker, you let others know you are open to shaking hands and closer contact.
Please Contact Us with any questions or concerns!
Code of Conduct
At CX Forums, we are committed to providing an inclusive, friendly, safe, and welcoming environment for all, regardless of gender, sexual orientation, disability, ethnicity, or religion. This code of conduct outlines our expectations for participant behavior as well as the consequences for unacceptable behavior.We invite ALL Participants including, but not limited to sponsors, attendees, volunteers, speakers, media, and staff, to help us realize a safe and positive conference experience for everyone. All determinations of appropriate or inappropriate behavior are made by the CX Forums organizers.
Expected Behavior
· Be considerate, respectful, and collaborative.
· Refrain from demeaning, discriminatory, or harassing behavior and speech.
· Alert conference organizers if you notice a dangerous/inappropriate situation or someone in distress.
· Comply with instructions of any session moderators, monitors or any event or venue staff.
· Comply with all applicable laws.
Unacceptable Behavior
· Unacceptable behaviors include intimidating, harassing, abusive, discriminatory, derogatory, or demeaning conduct by any attendees of CX Forums and related events. Some CX Forums venues have shared facilities with members of the public; please be respectful to all patrons of these locations.
· Harassment includes: offensive verbal comments related to (but not limited to) race, gender, gender identity and expression, national origin, religion, disability, political beliefs, marital status, age, sexual orientation, military or veteran status, or other protected category; inappropriate use of nudity and/or sexual images in public areas; deliberate intimidation, stalking or following; harassing photography or recording; sustained disruption of talks or other events; inappropriate contact, and unwelcome sexual attention.
· Wearing clothing that is not suitable for a professional work environment, that is provocative, or otherwise potentially offensive.
· Written, verbal or other abuse, intimidation, threats, annoyance, harassment, stalking, and/or spamming, against any person, which in any way creates a disturbance that is disruptive or dangerous, or creates apprehension in a person, as determined by Digital Summit and its show management, in their sole discretion.
· Any boisterous, lewd or offensive behavior or language, including but not limited to using sexually explicit or offensive language, materials or conduct, or any language, behavior or content that contains obscene gestures, or racial, religious, gender, or ethnic slurs.
· Assembling for the purpose of, or resulting in, disturbing the peace, or committing any unlawful act or engaging in any offensive behavior.
· Failure to obey any rules or regulations of the venue staff, event staff, moderators or its vendors.
Health and Safety
CX Forums will adhere to the latest health and safety regulations, guidelines, and recommendations, as directed by the venue and local city government officials where the event is taking place, Center for Disease Control and Prevention, and World Health Organization and all participants of CX Forums Executive Summits must comply. Please review our SAFETY GUIDELINES above in the FAQ's.
Scope
We expect all event participants (including CX Forums employees, moderators, attendees, vendors, sponsors, speakers, and volunteers) to uphold the principles of this Code of Conduct. This Code of Conduct covers all CX Forums events (virtual or in-person) and all related activities (social or otherwise).
Consequences of Unacceptable Behavior
Unacceptable behavior will not be tolerated. Anyone asked to stop unacceptable behavior is expected to comply immediately.
If a participant engages in unacceptable behavior, the conference organizers may take any action they deem appropriate, up to and including expulsion from the conference without warning or refund.
What to Do If You Witness or Are Subject to Unacceptable Behavior
If you are subject to unacceptable behavior, notice that someone else is being subject to unacceptable behavior, or have any other concerns, please notify a conference organizer as soon as possible. All reports will remain completely confidential.
The CX Forums team will be available to help participants contact venue security or local law enforcement, to provide escorts, or to otherwise assist those experiencing unacceptable behavior to feel safe for the duration of the conference. You can report unacceptable behavior to our organizers in person or online.
