2018 US Insight Exchange

The CXPA Insight Exchange is the only CX event by members, for members. The 2018 Insight Exchange was a huge success, and our event attendees found it to be perfect opportunity to expand their knowledge and networks. There were more than 350 Customer Experience professionals in attendance. Explore the resources from the conference below.

CX Innovation Awards

The annual CX 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.


Find out who won in 2018.

Videos of the Insight Exchange

Watch the welcome video that kicked off our 2018 Insight Exchange event.


Watch a quick photo montage with our favorite pics from the 2018 CXPA Insight Exchange.


Our Executive Director, Lesley Lykins, says hello from Afghanistan.


Review our presentation on the State of the Association.


One of our founders, Jeanne Bliss, sends her regards.


Learn more about CX Disruptors.

Insight Exchange Photos

Show & Tell

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

(Access to these resources will require membership.)

Access the 2018 Show & Tell presentations.

Breakout Sessions

NOTE: These resources were sent to those who registered for the 2018 Insight Exchange. Presentation materials available to share with CXPA members are linked below.

(Access to these resources will require membership.)

Access the 2018 breakout presentations.

2018 Breakout Topics

How to Earn the Right to Speak about CX in a B2B Company

Daniel Coullet, PTC
Practitioner Breakout

Gaze into the CX Crystal Ball: Moving from Explaining the Past to Predicting the Future
Judy Bloch, Citi
Practitioner Breakout

Resistance Management: A CX Case Study in Change
Edwin Bodensiek, Miles & Stockbridge
Practitioner Breakout

Customer Experience Metrics, Measurement & ROI
Bob Azman, CCXP, Carlson Wagonlit Travel
Practitioner Breakout

Taking Your CX Program to the Next Level
Suzanne Dieth, CCXP, Reliant
Practitioner Breakout

How to Design Positive Experiences for Irrational Customers
Isabelle Zdatny, CCXP, Temkin Group
Thought Leader Breakout

Demystifying CX Metrics: Five Steps to Success
Jen Rodstrom, CCXP, Temkin Group
Thought Leader Breakout

Lead Where You Stand
Rob Sherrell, CCXP, North Highland
Thought Leader Breakout

The Enterprise Journey to AI
Chris Danson, Mattersight
Sponsor Breakout

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

Building a Powerful CX Business Case
Michael Sinoway, MaritzCX
Sponsor Breakout

Additional CXPA Event Materials