BOSTON'S PREMIER CUSTOMER
EXPERIENCE SUMMIT

All Access Pass $495

Virtual Pass $145

By CX Professionals,
for CX Professionals

“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 Brigman, Medallia

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City Winery Boston | May 10, 2022, 8am to 6pm

Come As You Are!

Attend In-Person or Live Online

All Access Pass (In-Person & Online) $495
Virtual Pass (Online Only): $145

Join us to 
CONNECT

Join us to 
LEARN

Join us for
MORE

Begin relationships and exchange ideas with other CX experts. Take part in in-person and virtual networking, including small groups and workshops.

In TED-style talks, a panel discussion and more, you’ll hear from over 20 CX leaders from leading local brands. They’ll share their innovative approaches to CX challenges.

Attend pre-conference virtual Workshops, CX Trivia Happy Hour, and a ‘Meet the Speakers’ preview. Then stay connected during and ater the main event via our event app.

Click for More Info

SPEAKERS & CONTRIBUTORS

Keynote Speakers

 

Michael Dorf, CEO & Founder of City Winery

Author: “Indulge Your Senses: Scaling Intimacy in a Digital World”

 

IN-PERSON ATTENDEES WILL A RECEIVE A FREE COPY OF MICHAEL’S BOOK!

 

Gary David, Professor, Bentley University

Podcast Host "Experience By Design"

 

Bruce Temkin, Head of Qualtrics XM Institute

Co-Founder, Chairman Emeritus, CXPA

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Speaker and topic selections are guided by the CX Forums Boston Advisory Board and local CXPA leaders to represent a wide variety of industries and disciplines. You'll hear real-life stories of how these leading CX practitioners are meeting today's challenges to plan for better customer experiences in the future.

REAL PEOPLE. REAL STORIES. REAL SOLUTIONS.

In a Changing World, What’s Next for CX?

Buyers’ habits, expectations and sensibilities have evolved during the pandemic. What approaches will help you genuinely connect, and stay ahead of the curve?

Amazing new tools and resources now let you do more with the budget you have. Which ones would be a perfect fit, and bring you a competitive advantage?

A Cross-Pollination of Ideas Between Industries and Disciplines:

Banking • CPG • Insurance • Foodservice • Government • Hospitality • IT • Retail • Sports • Transportation • Online Services • Much more

Information and Insights on the CX Topics We All Need to Know:

VOC • Design • CDP • CRM • UX • Training • Marketing • Call Centers • Metrics • Architecture • Websites • Research • Disruption • CX Technologies • CX Beyond COVID and Much More

Collaboration Partner: CXPA

CXPA members receive credit for attending CX Forums Experience Summits, whether in-person or online.

Speaker and topic selections are guided by local advisory boards and local CXPA leaders.

Get Ready To...

  • Explore latest tools and resources to help your CX/UX practice thrive
  • Learn how customers’ expectations have changed over the past few years. Find the right way for your business to meet their changing needs.
  • Learn from more than 20 Featured CX Industry Leaders and improve your skills with 4 online pre-conference workshops
  • Connect with CX experts and leaders, before, during and after the Summit with exclusive access on the Whova app
  • Reinvigorate your CX senses hearing real-life stories and engaging in conversations with your peers

Hybrid Format: In-Person and Online

If you want to improve your customer experience skills and meet others in the CX profession from your area, be sure to join us In-Person or Online for Boston's premiere customer experience event.

Designed to help local executives connect, learn and share what each of us know about the growing CX profession right now. Together, we can become more versatile and valuable practitioners in the future.

(Read more)When you attend CX Forums Boston Experience Summit, you will be part of an exclusive community of CX/UX leaders focused on sharing, learning, and helping each other grow.

You will meet other leaders in the CX profession from other industries and disciplines. Learn what other CX leaders in are planning to keep customers engaged and satisfied in the future.

You will be inspired with ideas and insights that will sharpen your customer experience skills and jumpstart your professional evolution and growth. 

Whether online or in-person, with our interactive virtual platforms you will be able to network on the Whova app before, during and after the Summit. Participate in exclusive Zoom networking sessions and participate in all of the live events via SlidesLive livestream.

Virtual delegates will have access to all programming including four workshops, online networking sessions, livestream access and video recvordings. Virtual moderators will be available to guide attendees through the day's sessions and networking activities.

AGENDA

The agenda for CX Forums Boston Experience Summit is packed with story telling sessions, keynote presentations, a panel discusion, small group discussions, networking activites and much more.

Since CX Forums Experience Summit is more than a one-day event, you will receive notifications and invitations to our pre-event virtual meetings including...

 

Virtual Hands-On Workshops

Pre-Event Zoom Networking

 

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SPONSORS

Thank you to the generous sponsors and partners who make CX Forums Boston Experience Summit possible

WHAT IS CX FORUMS?

More Than a Conference or Webinar...

... Connect, Learn and Get Inspired with Boston based customer experience leaders who have "been there and done that" in the world of CX.

 

Greg Melia, CEO of CXPA wrote an excellent blog post that details his experience at CX Forums Atlanta on April 19th. Click here to read about CX Forums Atlanta Experience Summit

 

Here's what attendees say about the CX Forums Experience Summit:

 

"This was my third CX Talks/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 Arias, Dover Retail Foods

 

"I attended virtually and thought that the platform in which we watched the sessions Tuesday was great! No lag time, clear audio and visual, and I liked how you could toggle the camera and slides bigger or smaller." ~ Courtney Gupta, Zendesk

 

CX Forums Boston Experience Summit brings together customer experience leaders from the Boston area for one full day of storytelling, sharing, connecting and building new relationships. 

(Read More)CX Forums Experience Summits are organized by CX practitioners for the local professional CX community. Our goal is to connect professionals and build bridges between CX disciplines and industries in local markets.

As a hybrid event, CX Forums Boston Experience Summit is LIVE both In-Person and Online. No more boring recorded webinars where you can only use the chat function to connect with others.

The Experience Summit features 9 TED Talk style speakers, 2 Keynote speakers and a Panel of 4 CX Experts from leading local brands. In addition, there are 4 online workshops and over 6 hours of time reserved for networking and small group discussions.

CX Forums Experience Summit is more than just a one day event. All Delegates are invited to participate in several online meetings leading to the in-person meeting at City Winery on Tuesday, May, 10. You can also schedule 1-on-1 meeetings with other Delegates before, during and after the event. All attendees of the Executive Summit, whether in-person or online, will have exclusive access to participate in:

   + Pre-conference hands on workshops
   + Pre-event virtual meetings including:
             Meet the Speakers, Happy Hour w/Trivia, Speed Networking
   + Small group networking and Hot Topics Table Talks discussions
   + Live Experience Summit talks
   + Year round networking with all attendees on the event app
   + Participation in contests and drawings to win prizes
   + Reception with wine tastings
   ...and more

This is the premiere of the Experience Summit in Boston, which is planned as an annual local event where CX practitioners can 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.

We look forward to seeing you live in-person and online in Boston this May!

BE PART OF THE ACTION

Come Share Your Own Perspectives, and Let’s All Learn from Each Other

Speakers

Have a great story? We would love to see your proposals!

Sponsors

Qualified CX Pros are looking for your solutions.

Attend

Don’t be left out – join us in-person or live online.

Partnering Possibilities

Trade associations and media companies who would like to explore the benefits of partnering with CX Forums can contact Mark Michelson at mark@cxforums.net for info.

VENI VICI VINO VENUE

A Unique Entertainment Venue

Makes this Professional Conference

Feel Like a Social Event

City Winery = Music, Wine, Food and Good Times

The warm, authentic atmosphere of City Winery is perfect for casual conversations with interesting people. Many national-level musical acts have graced the theater-like stage where your speakers will be telling their stories.

While most trade events take place in sterile conference centers and hotels, City Winery was built for enjoying good times. After the Summit, stay for dinner at the full restaurant, or sample City Winery’s award-winning wines at the Happy Hour Reception.

City Winery Boston | 80 BEVERLY ST. BOSTON, MA 02114

EVENT DETAILS

SAFETYCOVID-19 Safety Precautions

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. Temperature checks will be required upon entry, and masks are encouraged but not required if fully vaccinated. CITY WINERY BOSTON is COVID compliant in all of their operations. Please read further and don’t hesitate to ASK US a question or address a concern.

If you’re still not comfortable attending an in-person Experience Summit this year, all of our events are HYBRID – meaning you have the option to participate in the Experience Summit virtually, in real time. 

We encourage all participants attending CX Forums Experience Summits to be fully vaccinated.  Mask/facial coverings are also encouraged.  Temperature checks may be required at the door.

~ 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. You can request a refund up to 7 days before the event date.

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-19.  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!

MEALSContinental breakfast, lunch and full day snacks and refreshments will be served.

If you have any dietary restrictions, please contact the organizer: mark@cxforums.org

Be sure to stay for the Happy Hour Reception following the program from 3:30 until 5:30. Virtual attendees will also have an engaging interactive happy hour reception online.

Interested in sponsoring our Happy Hour Reception? Click Here for Sponsorship Info.

MOBILE/DESKTOP APPCX Forums uses the award winning Whova App for our vitual networking, contests, photo sharing, social postings and viewing of livestream content. The Whova App can be used on any mobile phone, tablet, laptop or desktop.

Our Whova App will be available for all attendees to use starting two weeks prior to the Summit for advance networking and for up to a year after the Summit so you can keep in touch with everyone.

CODE OF CONDUCTAt 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.
·        Comply with foot traffic management guidance including signage, conference volunteer directions, floor markings, entrance and exit signs, and other direction as required.

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.

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 (from CX Talks events produced by the founder of CX Forums).

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