Customer Experience

The Top 25 Customer Service & CX Conferences in 2020

Welcome to the roaring 20s! While we might not be attending any lavish parties at Gatsby’s West Egg mansion, you’ll be able to find us at many of the top customer service and CX conferences throughout the year. This year, there is no shortage of opportunities to learn from leading experts, network with peers, and walk away feeling inspired.

We’ve compiled a handy list of the industry’s most highly anticipated 2020 customer service and CX conferences in North America. So grab your flapper wigs and bootleg gin and check out the list below–we hope to see you there!


1. Customer Contact Week Nashville

January 28-31, 2020 / JW Marriott, Nashville

For over 20 years, CCW has brought together more than 3,000 attendees annually. The conference brings together a range of CX professionals responsible for every customer touchpoint–from the contact center to holistic customer experience design and delivery. This year’s program features keynotes from Sarah Thomas, the first female NFL official, as well as Jerry Greenfield of Ben & Jerry’s. 


2. Chief Customer Officers, USA

February 5-6, 2020 / The Westin Peachtree Plaza, Atlanta

Meet with over 130 leading Chief Customer Officers and CX leaders to broaden your professional network and establish lasting relationships that stretch beyond the confines of this 2-day conference. This year you can hear from leaders at Tarte Cosmetics, Freshly, Pinterest, LinkedIn, and many more! 


3. Execs In The Know: Customer Response Summit

March 2-4, 2020 / Hollywood, FL

Customer Response Summit (CRS), now celebrating 10 years of inspiring CX excellence, focuses on topics that matter most to our community with an agenda built by leaders for leaders. The spring CRS in Hollywood, Florida will send attendees on a collective journey to learn, share, network, engage, and innovate by advancing the conversation on customer experience.

4. Zendesk Relate

Mach 3-5, 2020 / Miami Beach Convention Center, Miami

Just like late 90s Will Smith, Zendesk is headed to Miami this March for their largest conference of the year! Come on down to the beach to join 2,300 attendees from across the globe for three full days of Zendesk product, industry best practices, and unparalleled networking. Did we mention Stella Connect is a platinum sponsor this year? Be sure to stop by our booth throughout the conference, and keep an eye out for our breakout session! 

5. Next Generation Customer Experience

March 23-25, 2020 / Hyatt Regency, Indian Wells

Founded in 2011, Next Generation Customer Experience is where America’s top executives responsible for customer experience meet, get inspired, and strategize for 2020 and beyond. From retail, finance, healthcare, hospitality, and B2B – NGCX is where world-class customer experience innovators meet.

6. Oracle Modern Customer Experience

March 23-26, 2020 / McCormick Place West, Chicago

Mastering your craft is the theme of this year’s Modern Customer Experience. 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.

7. CX Talks Dallas: The Customer Experience Summit

March 30-31, 2020 / Dallas

CX Talks brings together various associations in Atlanta who represent different CX disciplines, including UX, CRM, Martech, store design, VOC, research, mystery shopping, and more. The goal for CX Talks is to bring professionals from a wide variety of CX practices to meet, learn, and share their unique perspective on the growing CX profession. These summits are being held throughout the country in 2020––you’ll see them throughout this list!


8. Customer Experience Strategies Summit

April 16-17, 2020 / Westin Harbour Castle, Toronto

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 The Walt Disney Company, Lego Group, American Express, and other leading brands about creating a practical approach to holistic CX, challenging the status quo, and how design thinking meets CX management.

9. Customer Contact East: A Frost & Sullivan Executive MindXchange

April 26-29, 2020 / Fort Lauderdale Marriott Harbor Beach Resort & Spa, Fort Lauderdale

Hosted by research/consulting firm Frost & Sullivan, Customer Contact East (the first of two MindXchange events in 2019) prepares you for the future of customer care. From customer effort and experience to elevating the agent experience, headliners from Signature Flight Support Corporation, Safelite Group, and UL EHS will provide pragmatic real-world experiences, insight, best practices and tools for realizing your customer-first vision.

10. Smart Customer Service 2020

April 27-29, 2020 / JW Marriott, 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.

11. SQM Group 21st Annual Customer Experience Conference and Industry Awards

April 28-30, 2020 / Coeur D’Alene Resort, Idaho

SQM Group’s groundbreaking CX research will be the centerpiece of its 21st 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.


12. ElevateCX Denver

May 1-2, 2020 / The Curtis Hotel, Denver

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.

13. ICMI Contact Center Expo

May 11-14, 2020 / The Diplomat Resort, Fort Lauderdale

ICMI’s signature event for customer service and contact center professionals includes 75+ breakout sessions, in-depth case studies, 100+ exhibiting vendors, contact center tours, 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.

14. Gainsight Pulse 2020

May 12-14, 2020 / Moscone West, San Francisco

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 cutting-edge strategies and best practices. Pulse Academy will offer attendees an opportunity to become certified in customer success.

15. CXPA US Insight Exchange

May 15-16, 2020 / 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.

16. EMPOWER by Guru

May 19-21, 2020 / The Fillmore, Philadelphia

At Empower 2020, you’ll collaborate and gain invaluable insights alongside CX, sales, and knowledge management pros from hundreds of industry-leading companies like Slack, Zoom, Spotify, Square, and Shopify, to name a few. After two jam-packed days, you’ll leave inspired, smarter, and leveled up to empower your teams to do their best work yet.

17. TaskUs CX Summit

May 21, 2020 / Convene, New York City

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.


18. Incite Customer Service Summit West

June 8-9, 2019 / San Diego Mission Bay Resort, San Diego

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 Samsung, Mastercard, Uber, Marriott, Twitter, and other global leaders will share how attendees can successfully scale, synchronize, automate, promote, and empower their operations.

19. CX Talks Seattle: The Customer Experience Summit

June 15-16, 2020 / Seattle

Save the date for CX Talks to hit the Pacific Northwest! CX Talks features 30+ speakers from leading brands speaking on the latest innovations in CX/UX and how to put them to work for your company. You’ll also learn how CX practitioners across industries and disciplines have made an impact on their companies, and what results they are seeing.

20. Customer Contact Week Vegas

June 22-26, 2020 / Caesars Forum, Las Vegas

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.


21. Customer Contact Week Executive Exchange

August 16-18, 2020 / St. Louis, MO

CCW Executive Exchange is a premium, invitation-only event built for today’s most senior CX and contact center leaders. Driven by pre-scheduled 1:1 workshops between pre-qualified solution providers and senior decision-makers, CCW Executive Exchange leads thought-provoking conference sessions, executive roundtables, and innovative networking opportunities round out the agenda. This adds up to two and a half days of focused, structured business development and information exchange.


22. CX Talks Chicago: The Customer Experience Summit

September 14-15, 2020 / Chicago

CX Talks hits the windy city next with their traveling customer experience summit! Details still to follow. Be sure to join the CX Talks mailing list to get updates on the Chicago event, as well as others throughout the year.

23. Customer Contact Week Austin

September 21-24, 2020 / Austin

Next up in their line of 2020 events, CCW is headed to Austin, Texas. Grab your cowboy boots and head on down to the #1 place for customer experience leaders to learn about the pace of change, find out about the disruptive industry technology, and build valuable relationships with industry peers. 


24. Call & Contact Center Expo USA

October 21-22, 2020 / Las Vegas Convention Center, Las Vegas

The Call & Contact Center Expo is the ultimate event for any business looking to achieve customer loyalty. 10,000 pre-qualified industry leaders gather for exclusive access to all the newest products, latest technological developments, best deals, inspiring talks, and more. This year marks the event’s first year in the USA and will feature speakers from Salesforce, Google, Microsoft, RingCentral, and more.

25. CX Talks Atlanta: The Customer Experience Summit

October 26-27, 2020 / Atlanta

Head on down to Atlanta, Georgia for the last CX Talks Customer Experience Summit of the year! 

Customer service events are an amazing opportunity to meet like-minded peers, learn industry trends, and return to your job with fresh ideas. 

If a larger conference isn’t in the budget, check out our local CX Connections events. Don’t see anything near you? Drop us a line to let us know you’re interested in attending an event in your town!