Discover 23 Must-Attend Top-Notch Customer Experience Conferences in 2023!

These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Conclusion

Customer experience is an essential part of any business’s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.

Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!

Connect with me: https://linktr.ee/stevetowers

The 5 Secret Steps to Process Masterdom

Do you ever have that sneaky feeling that we can get so much more out of our business processes? Are you Struggling to get support from the organization for your change? Are you curious about what are the best proven techniques (that go way beyond Lean and Six Sigma)?

If so you are in the right place!

THE USE OF THE RIGHT APPROACHES WILL REDUCE COSTS BY AT LEAST 30% (and at the same time significantly improve customer satisfaction!) – 100% Guaranteed
Steve Towers

This FOUR day 5 Hours per day program shows you how using the REAL LIFE work you are doing! Come get upskilled and take back IMMEDIATE improvements that realise tangible benefits from the get-go.

Review the Preview here: https://experienceprofessional.com/cppm_preview

REVIEW THE CPP MASTERS HERE

Here are just some of the recent testimonials:

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏
Benignus Otmar, Tanzania

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.
Reem Elsadig, Sudan

Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!
Molly Redenbaugh, Iowa, United States

Thank you! It’s been an amazing journey and you have been a great mentor.It was an honor taking your class, I am now a confident CPP Master🙏🏾
Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.Thank you for everything.

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Professional Webclass	Starts	Duration
Accredited CX Master (ACXM)	16th Nov	4 days @ 5 hours per day
Certified Process Professional Coach (CPP-Coach)	3rd Nov	4 weeks @ 3 hours per week
Certified Process Professional Champion (CPPC)	9^th Nov	3 days @ 5 hours per day
Certified Outside In Master (COIM)	17^th Nov	7 weeks @ 3 hours per week
Certified Process Professional (CPP)	23^rd Nov	2 days @ 5 hours per day
Certified Process Professional Master (CPPM)	23^rd Nov	4 days @ 5 hours per day
Accredited CX Champion (ACXC)	1^st Dec	3 days @ 5 hours per day
Certified Outside In Champion (COIC)	8^th Dec	3 weeks @ 3 hours per week

Congratulations to Ridwan Gattoo ACX Mentor

Congratulations to a newly qualified ACX Mentor Ridwan Gattoo in South Africa! Having qualified through the ACX Professional, ACX Masters and now the ACX Mentor Ridwan has passed all the tests to be a qualified ACX Mentor.

Congratulations Ridwan!

Find out more about the Certification and Accreditation programs at the https://www.bpgroup.org – Online and Inclass, Customer Experience, Process Management, Outside-In and customised to your needs.

Connect with Ridwan at:
https://www.linkedin.com/in/ridwan-gattoo-7ba8b883/

LIVE online Outside-In with Steve Towers & Partners

I can’t believe it is this simple…

4 Minute overview of the content of the 6 sessions over 6
weeks at 3 hours per week

Hi Steve here, as an aside I first ran these sessions in December last year and they were very well received, despite being on a Sunday, so ignore my comment in the first few seconds about Sunday because they are through the week as well.

You will join for 3 hours per week in a live interactive video call and put to work the techniques I review in the video. Immediately usable with colleagues (near or far) you will innovate new approaches to work as we all grapple with our new normals.

Available across the planet in time zone friendly sessions – watch the overview and click the links below to review the detail and register.

See you on the inside! (I mention Sunday training but that is up to you)

Please keep safe in our new normal and I hope to see you soon in the online sessions! (Live, interactive and hands-on with real case studies).

Customer Experience world-class online training

The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations.

Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM and CX space, and the challenges that leading industry professionals are overcoming, both on a macro and micro level.

See the full ACX Masters Level 1-5 online agenda at https://www.cxexecutive.com/agenda.html

Gain the insights from the 2020 Amazon Number One bestseller, ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World.’ And how large and small organizations can transform their people, processes and performance rapidly with an inclusive approach that delivers successful business and customer outcomes.

The Shocking Truth about Customer Experience

The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned.

CX Efforts Misaligned

Don’t get me wrong the intentions are good. Unfortunately, it goes something like this:

Top Team are listening and decide they need to get with this customer centricity/Outside-In/working backwards thinking.
Senior Management makes noises that the customer is THE thing the business must focus on.
The Executive engage the marketing and sales guys to get with it and start pushing the message.
Functional leaders hear the noise and bluster. They start using the language, whilst thinking this is just more fluff and nonsense. They make the right noises for now but keep their heads down, because they know this will go the same way as so many other ‘strategic initiatives’.
Fundamentally functional heads carry on working with the out of date reward system that promotes sub-optimal industrial age thinking and practice.
The Executive see the usual inertia, results not coming through, apathy and indifference and decide their business isn’t really an Amazon.
Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
Functional leaders breathe a sigh of relief and invest even more in industrial age systems and training. The illusion of doing something, in this case, is actually worse than doing nothing.
The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
The company becomes another footnote in the history books. Talked about at business schools and picked apart because of the failure to get the new Outside-In customer-centric mindset.

Making Customer Experience Successful everywhere all the time

This isn’t rocket science (unless you are NASA of course). Understanding that the structures and ways of working from the industrial age were NEVER designed to be customer-centric. They were established to make things faster by optimizing production lines.

And oh, don’t think because you are not in manufacturing you are OK. It is likely your complete ways of working will be making everything look like production management systems, with talk of leaning out, waste reduction, standardization, efficiency, productivity. Sound familiar?

Understanding this Customer Experience misalignment is fundamental.

I encourage doing three things before re-joining the CX road-march:

Understand how big the gap is between what you are doing and what Successful Customer Outcomes you need to be delivering.
Audit the current key performance indicators.
Are they mostly about outputs?
Usually, the balance will be 80% output metrics (like calls answered, Average Handle Times, Abandoned Rates, Projects completed on time to budget etc.).
Meanwhile, the really important measures that tell you a Successful Customer Outcome is being achieved will only be a small proportion.
What you measure is what you get and no amount of Customer Experience drum banging will work unless those measures of Outcomes become the most important.
Create an awareness of what real CX success is all about.
This isn’t just the stories. It is about the actual things on the ground that need to change. The WHY and the HOW go hand in hand. Often times upskilling a group of key players at all levels to make them Ambassadors for the Customer achieves way more than massive corporate investment in branding and image.

In conclusion, Customer Experience cannot be treated just like another corporate initiative. To achieve success requires a significant shift in mindsets, and when that is achieved the realignment of the Enterprise to Outside-In can really begin.

Want more guidance and tips like this?

☑ More Articles like this one – visit my CX Obsession resources

☑ Upskilling and mentoring – Every level from the boardroom to the lunch room – BP Group

☑ In person and virtual training – The ACXM™ program

☑ Executive briefings and keynotes – How to get your hands on me and other CXperts (see what I did there?)

The 7 most popular Customer Experience Articles

Google tells us that Customer Experience is a significant and trending topic, the graph below ably demonstrates that point. (See google trends)

However, given all the noise what are THE most popular articles on the theme?
Here we present the seven most popular of the last couple of years.
Read and share

7th: Putting customer experience at the heart of next-generation operating models

McKinsey

This one for is McK’s second in the top seven this time…

“Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity.”