2017 US Insight Exchange

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

More Details Coming in the Fall


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 2017 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.

Show & Tell

A unique aspect of the Insight Exchange is the Show & Tell session where 35 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). We had three full Show & Tell sessions like this. So there is lots of great content to explore here.

(Access to these resources will require membership.)

Access Show & Tell presentations

CX Innovation Awards


The annual Customer Experience Innovation Awards are presented by CXPA to organizations/brands that do not sell customer experience products/services that have implemented innovative and successful customer experience initiatives.

Over the past years companies such as John Deere, Anthem, EMC, Fidelity and more have been awarded this prestigious recognition. As the industry association for Customer Experience, this award showcases significant achievements and developments in the profession. We take great honor in recognizing outstanding achievements by organizations across the globe.

Awards are given out at our annual CXPA Insight Exchange in May 2018. 

Find out who won in 2017 and more!

Insight Exchange Photos

We had a great time learning, sharing and networking!

Take a look at our event photos here.

Videos of the Insight Exchange

Wonderful Visual Recap of our 2017 Insight Exchange:

Take a look at the kickoff video recapping the past 6 years as CXPA has become a global community of CX Professionals


A quick photo montage of the 2017 CXPA Insight Exchange

Video Recordings

From the Insight Exchange we have 3 keynote videos and 12 breakout session videos as well. 

NOTE: These videos were sent to those who registered for the Insight Exchange. Presentation materials available now are linked below.

These videos are CXPA Material and should not be shared or distributed in any way.


Keynote Presentations

The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matt Dixon, CEB

How Ideas Become Innovation
Karen Mangia, Salesforce

“How to Use Modern Technology to be More Human: Rock the Boat – Don’t Tip the Boar Over” (no slides available)
Heather Figallo, Southwest Airlines

Learn more about keynote presentations and speakers.

Breakout Presentation Recordings

Verizon – Get Real! Escape the Abstract and Make It Real with Journey Reconstruction
Cary Cusumano, CCXP, Verizon Enterprise Solutions
Erin Van Remortel, CCXP, Verizon Enterprise Solutions
B2B, Practitioner Breakout

Creating and Executing Service Strategies for Any Business
Bob Azman, CCXP, Carlson Wagonlit Travel
B2B, Practitioner Breakout

“Medical Imaging Reimagined”
Jackie McAtee, Mayfair Diagnostics
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

Power to the People: How to Reinvent Your CX Culture and Make it Stick
Geeta Wilson, CCXP, Humana
B2C, Practitioner Breakout, 2016 CX Innovation Award Winner

Power of Listening
Judy Block, Citi
Michelle Brigman, Citi
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

The Year of Empathy
Mark Slatin, CCXP, Sandy Spring Bank
B2C, Practitioner Breakout, 2017 CX Innovation Award Winner

The CEO View of CX
Noah Grayson, CCXP, Walker
CCXP Thought Leader Breakout

Behind the Handlebars of Customer Experience
Sarah Simon, CCXP, Confirmit
CCXP Thought Leader Breakout

Is Your Omnichannel Strategy Customer-Centric or Self-Centric?”
Raj Sivasubramanian, CCXP, Verint
CCXP Thought Leader Breakout, B2B2C

How Nike Nailed Customer Engagement and You Can Too
Martin Mehalchin, Lenati, LLC
Marisol Trowbridge, Lenati
Sponsor Breakout

Creating Moments that Matter: Using the Power of Emotion in Customer Experience
Rhonda Basler, Hallmark Business Connections
Diane Magers, CCXP, CXPA
Erica Penner, Kansas City Power and Light
Sponsor Breakout

Deliver Dynamic Workshops to Engage Employees
Chris Woolard, CCXP, Walker
Sponsor Breakout

See breakout presenter bios.