Past Conference Material

2019 CXPA US Insight Exchange:
May 15 -16, 2019
The Grand America Hotel
Salt Lake City, UT

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2018 Insight Exchange

The CXPA Insight Exchange is the only CX event by members for members, it is unlike any other you’ve attended. Whether or not you’re a member of the Customer Experience Professionals Association, the 2018 Insight Exchange was a perfect opportunity to expand your knowledge and your network with more than 350 Customer Experience professionals in attendance. Explore the resources from the conference below.

2018 Show & Tell Sessions

A unique aspect of the Insight Exchange is the Show & Tell session where 28 CX professionals (CXPA members) present to a small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their company (with three rotations in one session).

2018 Show & Tell Presentations
(Access to these resources will require membership.)

2018 Breakout Sessions

Breakout sessions by practitioners, CX thought leaders, and sponsors were presented at the 2018 US Insight Exchange.

2018 Breakout Presentations
(Access to these resources will require membership.)

2018 Breakout Topics

How to Earn the Right to Speak about CX in a B2B Company Daniel Coullet, PTC Practitioner Breakout	Customer Experience Metrics, Measurement & ROI Bob Azman, CCXP, Carlson Wagonlit Travel Practitioner Breakout

Gaze into the CX Crystal Ball: Moving from Explaining the Past to Predicting the Future Judy Bloch, Citi Practitioner Breakout	Taking Your CX Program to the Next Level Suzanne Dieth, CCXP, Reliant Practitioner Breakout
Resistance Management: A CX Case Study in Change Edwin Bodensiek, Miles & Stockbridge Practitioner Breakout	How to Design Positive Experiences for Irrational Customers Isabelle Zdatny, CCXP, Temkin Group Thought Leader Breakout

Lead Where You Stand Rob Sherrell, CCXP, North Highland Thought Leader Breakout	Demystifying CX Metrics: Five Steps to Success Jen Rodstrom, CCXP, Temkin Group Thought Leader Breakout

The Enterprise Journey to AI Chris Danson, Mattersight Sponsor Breakout	Building a Powerful CX Business Case Michael Sinoway, MaritzCX Sponsor Breakout

Customer Experience Predictions to Help Companies Win in 2018 Mike Debnar, Medallia Sponsor Breakout