The Always Up-To-Date Guide To CX Events

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I’m often asked about customer experience conferences: What’s out there? Where am I speaking? Which conferences would I recommend?

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. I’ve organized the events based on the types of organizations hosting them: professional associations, event producers, service providers, media companies, analyst firms, and tech vendors. And, as the title of this post implies, I’ll be keeping this list up to date on a rolling basis.

Am I missing an upcoming event? Please let me know!

Professional Associations

Customer Success Association’s Customer SuccessCon East
August 13, 2015
Cambridge, Massachusetts

Customer Success Association’s Customer SuccessCon Europe
October 8, 2015
London

CXPA’s 2016 US Insight Exchange
May 3 – 4, 2016
Atlanta, Georgia

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Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?

Within the highly competitive travel industry, companies are under immense pressure to differentiate their offerings, solidify their brand in positive customer memories, and generate lasting customer loyalty. But sometimes this exuberance inadvertently leads to communications and interactions that degrade the experience of travel companies’ most loyal customers. Those that want to keep their best customers coming back should strive to:

Create excitement about perks—not guilt. As a member of multiple hotel and airline loyalty programs, I don’t go more than a day or two without at least one email promising me the opportunity to win an “exclusive” getaway or attain a higher membership level. Usually these messages are friendly and upbeat, if a tad impersonal. But when I recently received an email from Marriott with the subject line “Don’t you want 25,000 bonus points?” it felt more like an admonishment.

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How To Guide Your Customers To Mutually Beneficial Choices

After a recent office supply run, I happily provided my email address one letter at a time to the friendly cashier in exchange for the promise of digital receipt. A few days later I received not only my receipt, but also a message thanking me for joining the Office Depot mailing list. Though it was cloaked in politeness and gratitude, the real message in this email was that I had no choice. By opting for the convenience of a digital receipt, I was automatically subscribed to an email newsletter that I didn’t want or ask for.

No one likes feeling like her choices have been made for her, and marketers who employ this sneaky technique are doing their brands a disservice. By letting customers make choices about when, how, and why they’re contacted, companies cement a healthier relationship, and customers get more relevant information and promotions.

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What Makes For A Good Email Opt-Out/Opt-Down Experience?

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In a moment of optimism and good faith, I visited healthcare.gov one time last December and somehow, foolishly, provided my email address. Like millions of Americans, I soon found myself on the receiving end of a deluge of increasingly apocalyptic messages reminding me the deadline for enrollment was nigh. I never finished setting up an account—so healthcare.gov had no idea whether I even needed marketplace insurance. And yet I received an email. Every. Single. Day.

Instead of inspiring action, frantic and frequent emails tend to cause people to tune out from key messages. In fact, 43% of consumers say that they receive too many commercial emails. But this doesn’t necessarily mean they want to sever ties with the companies, charities, or well-intentioned government bodies that cross the line into spam territory.

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Welcome, Amelia Sizemore!

I’m thrilled to announce that I have a new partner in crime: Amelia Sizemore. Amelia and I worked together for several years on the customer experience team at Forrester Research, where we became close friends and terrific collaborators on both research and consulting projects.

Amelia will be working with me to develop several new service offerings. She’ll also be assisting with idea development for my next book—that’s right, another book!—and helping me to provide an even better customer experience to our clients and their customers around the world.

I’m thrilled to be starting this next part of my journey, and I couldn’t wish for anyone better than Amelia to be at my side. We both look forward to making great experiences with you!