If you’re a customer service or CX professional who appreciates a good conference, 2019 is your year. There will be no shortage of opportunities to learn from leading experts, network with peers, and come away inspired.
We’ve compiled a handy list of the industry’s most highly anticipated 2019 customer service and CX conferences (with asterisks marking those we plan to attend, at least so far). As you’ll see, any one of these customer service conferences would be time well spent.
January 15–18 / JW Marriott, Nashville, TN
CCW Digital, one of the world’s largest online communities for customer service professionals, is celebrating its 20th anniversary this year. This year’s program agenda features site tours, workshops, networking opportunities, and breakout sessions along with expert speakers from HBO, Hilton, Lyft, Verizon, and more. CCW will host another conference Las Vegas in June. This is a great customer service conference to kick off the year.
Delivering Best-in-Class Customer Experience
February 6 / Hippo HQ, Mountain View, CA
Within the last six months, Postmates, Hippo, and Earnin have raised more than $450MM collectively. These are three companies that are growing rapidly and are super focused on CX as a differentiator for their brands. In this special panel discussion, attendees will learn how they built out their CX teams and, with an injection of funding, how they’re planning on scaling and building out their service strategy.
March 19 / Mexico City
This will be one of 11 Zendesk Showcase events hosted worldwide in 2019. Attendees will enjoy a high-value mix of topical discussions, best practices, Zendesk user case studies, and Zendesk product sessions, all led by industry-leading experts. As a proud Zendesk partner and past conference attendee, we highly recommend these events for companies looking to unlock the full value of the Zendesk platform.
March 19–21 / Mandalay Bay Convention Center, Las Vegas, NV
Mastering the Experience Economy is the theme of this year’s Modern Customer Experience conference. With their own dedicated tracks and 1:1 access to Oracle experts, marketers and customer service professionals will learn how to harness the power of data to increase sales, strengthen customer loyalty, and deliver exceptional service.
April 10 / Dallas
If you can’t make the Mexico City event in March, here’s another great opportunity to master the Zendesk platform so you can get the most out of your contact center tech stack. This customer service conference takes place in Dallas, with 500 customer service professionals expected to attend.
April 7–10 / JW Marriott, Marco Island, FL
Hosted by research/consulting firm Frost & Sullivan, Customer Contact East (the first of two MindXchange events in 2019) will cover the three “must haves” for customer service and contact center excellence: people, processes, and technology. Participants include CX and customer care executives and managers from leading brands such as Aetna, Citi, Disney Cruise Line, Google, InterContinental Hotels Group, and Lyft.
April 9–11 / Disneyland Resort, Anaheim, CA
This year’s first Disney Institute CX Summit (the Disney World CX Summit happens in August) will not only offer more session choices than ever before, but also take attendees behind the scenes to observe the Disney approach in action. Company leaders and Disney Institute facilitators will reveal, through storytelling and demonstration, how Disney became and remains a beloved, iconic brand.
April 16–17 / Hyatt Regency, Toronto, ON
At the Customer Experience Strategies Summit, you’ll have a chance to meet CX professionals from across North America. You’ll also hear from experts and innovators from Wal-Mart, Toyota, Uber, and other leading brands about creating a “frictionless CX 360 vision,” using KPIs to reduce costs, and harnessing game-changing CX technologies.
April 26–27 / The Curtis Hotel, Denver, CO
Empowering front-line teams to achieve service excellence: this is the theme of ElevateCX. In an unusually intimate setting, speakers and presenters from established and emerging brands will share actionable insights about scaling support teams, building a strong culture, handling operational setbacks, and measuring success.
April 29–May 1 / Renaissance Hotel, Washington, DC
The Smart Customer Service Conference will focus on the strategies and tools leading brands use to manage and elevate customer interactions. All-access pass holders can also attend three other conferences in the same location—CRM Evolution, SpeechTEK, and the Digital Experience Conference—and get a close-up look at the industry’s latest high-tech innovations.
May 7–9 / World Café Live, Philadelphia, PA
At Guru’s Empower conference, customer experience and support executives will find a stellar lineup of speakers from Forrester, Google, Slack, and other major brands, along with actionable workshops and planning sessions centered on innovation and growth. Within their assigned cohorts, attendees will have a rare opportunity to collaborate with their industry peers. Be sure to book a meeting with us if you’d like to chat while we’re there!
May 7–9 / Historic Davenport Hotel, Spokane, WA
SQM Group’s groundbreaking CX research will be the centerpiece of its 20th annual Customer Experience conference. Three days of value-packed learning and networking sessions will be capped off with a black-tie gala awards celebration honoring exceptional employees, contact centers, and brands.
May 13–16 / The Diplomat Resort, Ft. Lauderdale, FL
Once again this year, ICMI will host its signature event for customer service and contact center professionals. This customer service conference includes 75+ breakout sessions, in-depth case studies, 100+ exhibiting vendors, contact center tours (Carnival Cruise Line and Hard Rock Stadium), and an industry awards party. Attendees can also sign up for a full day of training led by a “best in the business” certified trainer.
May 15–16 / The Grand America Hotel, Salt Lake City, UT
The CXPA US Insight Exchange, a conference by and for CXPA members (but open to nonmembers), is not your typical industry event. In addition to its more traditional offerings—breakout sessions, workshops, and labs—the event will feature member-to-member “Show and Tell” sessions, open forums, and rapid meet-and-greet networking to encourage more meaningful interactions.
May 16 / Convene, New York, NY
The invite-only TaskUs CX Summit is geared toward founders, C-level executives, and VPs of fast-growing companies who are interested in exploring the CX landscape both present and future. Presenters will also share practical advice for improving CX operations and results.
May 21–24 / Moscone Center, San Francisco, CA
Gainsight’s Pulse conference, dubbed the “Official Industry Conference for Customer Success,” will be a massive gathering of 5,000+ attendees with front-line CX and customer service roles. More than 150 speakers will share their perspectives on the issues of the day as well as leading-edge strategies and best practices. Pulse Academy will offer attendees an opportunity to become certified in customer success.
May 22 / NYC
This is the third Zendesk Showcase being hosted in North America in 2019 – and it’s right here in our backyard in NYC! Be sure to chat with a member of our team at the event to learn about the capabilities you’re able to unlock when pairing Stella Connect with Zendesk!
June 3–4 / Hilton Resort & Spa, San Diego, CA
The Incite Group’s purpose for this summit (and a second summit in October in NYC) is to help CX, customer support, and customer care professionals tear down silos and make customer success an organization-wide initiative. Speakers from Dell, eBay, Hilton, Mastercard, Microsoft, Samsung, and other global leaders will be on hand to reveal how attendees can successfully scale, synchronize, automate, promote, and empower their operations.
July 12 / London, UK
Zendesk will be taking their conference from the US over the Atlantic to London. With over 1000 attendees expected, this free event is a great way to learn about Zendesk’s products and to meet other CX professionals from around Europe.
June 24–28 / The Mirage, Las Vegas, NV
If you can’t make the January CCW conference in Nashville, you won’t want to miss CCW’s Las Vegas event. More than 2,500 expected attendees will have access to 250+ expert speakers, 80 interactive discussions, and nearly 200 exhibitors in the expo hall. They’ll also hear from trailblazing industry leaders such as Zappos CEO Tony Hsieh. For a limited time, registrants can buy three passes for the price of one.
July 18 / Chicago
Here’s another great opportunity to learn Zendesk best practices and transform service delivery on the front line. The final Zendesk Showcase of CX conference of the year will be held in October.
July 11–12 / Portland State University, Portland, OR
Support Driven is a community of 3,500+ professionals committed to advancing the customer support industry. This year’s SD Expo, which will attract seasoned executives and team leaders as well as industry newcomers, and will cover wide-ranging topics including career development, leadership, customer support tools, and data and metrics. Stella will be there, so make sure to come say hi!
August 20–22 / Walt Disney World Resort, Orlando, FL
Disney’s second CX Summit of the year will offer another deep dive into Disney’s culture of service, along with another chance to observe Cast Members make magic as they interact with park visitors.
16-17 September / London
The Customer Service Summit is a by brands for brands meeting focused on bringing together an
unrivalled list of in-house customer service leaders across Europe. You will learn how to retain the
human touch and develop a deep understanding of your customers journey.
– Customer Engagement and Personalisation: Strategize and implement AI capabilities to ensure you
understand the customers journey and live up to expectations
– Multichannel Customer Service: Meet your customer where they are – Make a success of social
media and direct messaging
– Empowering CS Agents to be Customer-Centric: Build a customer centric-organisation: Engage and
motivate your CS teams effectively to ensure your service inspires brand loyalty
– Customer Service Infrastructure: Analyse the exciting technologies set to shape customer care and
assess what solutions are right for your customer.
October 28–30 / Hyatt Regency, Chicago, IL
In late October, ICMI host their second event of 2019 for customer service and contact center professionals – this time in Chicago, Illinois.
October 3 / San Francisco, CA
This is Zendesk’s final North American Future of CX event and is sure to be a can’t miss experience.
October 23–24 / Marriott Brooklyn Bridge, New York, NY
Like the Incite Group’s San Diego conference in June, this event will help guide attendees toward designing and building effortless customer experiences. Speakers at the NYC event include top executives from Citi, ESPN, HBO, Home Depot, Johnson & Johnson, Lego, and Uber.
October 27–30 / Hyatt Regency, Huntington Beach, CA
This is Frost & Sullivan’s second of two MindXchange events for CX and customer service executives and senior managers. Attendees will connect, learn, and have fun in a variety of settings including peer councils, lively roundtables, and even a “dude ranch adventure” outdoor networking event.
November 3-5 / JW Marriott Marquis Miami, FL
Chief Experience Officer Exchange gathers top-tier customer and patient experience executives across the entire experience journey to look into experience holistically. Focusing on insights, innovation, design, people and strategy to deliver more differentiated and delightful experiences, pairing with the leading technologies and solution providers to support the efforts.
November 7-8 Hyatt Regency Burlingame, San Francisco
The Open Mobile Digital Experience Summit brings together 400+ Chief Digital, Product and
Marketing officers from America’s most powerful and innovative brands to shape how we can create
personalized digital and mobile experiences that impact and add value to customers lives.
2019 will delve into 4 core themes including;
– Impactful Digital Experiences: Understand the customer journey, remove customer friction points
and advance your digital product strategy
– Digital Innovation & Technology: Unpack technological trends including AI, AR/VR, Virtual Assistants,
Voice and 5G
– Unique Mobile Experiences: Create a mobile web/app strategy that utilizes real-time data,
personalizes experiences and captures customers
– Marketing for Growth: Grow, Retain and Monetize your customer interactions with relevant, timely
In 2019, Get Enlightened and Inspired for Breakthrough Success
Your next customer service conference—even a single mind-blowing session—could change everything. Now is the time to break out your calendar and start planning. If you choose to attend one of the starred customer service conferences above or have other CX conferences you suggest, let us know!
In the meantime, we also recommend you check out the CX events Stella Connect will be hosting or attending, and make sure to sign up to our exclusive CX events that we host throughout the US and the UK.