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Best (Online) Customer Service CX Conferences in 2020 ⭐

Customer service14 MIN READOct 17, 2019

Best (Online) Customer Service CX Conferences in 2020 ⭐


Looking for customer service, support, customer experience (CX) conferences to go to in 2020? We’ve got you covered.

Here’s a list of the biggest events in the customer care space by month. We’re constantly updating the list to make sure it includes all the most important conferences across the globe.

Due to the outbreak of COVID-19, many of the CX conferences planned for 2020 have been canceled or postponed. Stay safe and let’s catch up online: virtual summits like Usersnap’s Journey to Customer-Centric Growth provide excellent ways to continue our discussions online.

CX Conferences in January

January 2020

Gulf Customer Experience Awards

When: January 21, 2020

Where: Dubai, UAE

Gulf Customer Experience Awards kicks off 2020 with celebrations and rewards the best customer service teams, companies, and individuals who deliver excellent support. CX folks can compete in 15 categories ranging from customer-centric topics to CX strategies and employee happiness.

? Previous winners include companies like Virgin Mobile, DHL Express, and Xpress Money.

Customer Contact Week Nashville

When: January 28-31, 2020

Where: Nashville, TN, USA

Customer Contact Week goes to Nashville to discuss center operations and people, digital challenges, support analytics, and CX automation. This four-day conference is packed with different keynotes, tracks, and social events.

? CCW brings together speakers like Annette Franz (CX Journey), Chris Vetrano (Lyft), Jerry Greenfield (Ben & Jerry’s Homemade, Inc.).

Customer Service Conferences in February

February 2020

Future of the Contact Center

When: February 13, 2020

Where: London, UK

Future of the Contact Center aims to equip support teams with the best tools, strategies, and techniques that help them succeed in today’s technology-driven and customer-centric world. The day includes 30 presentations, multiple round table sessions, and a lively networking party.

Customer Contact Week Australia

When: February 25 – 28, 2020

Where: Queensland, Australia

CCW Australia introduces the roadmaps and tools that help CX teams adapt their people, processes, technology, and strategy to make the most out of customer interactions. More than 70 speakers on the stage, interactive workshops on topics like chatbots and AI, and other fun activities are condensed into this three-day conference.

? Chief Customer Officers from the Government of Western Australia, Air Asia, and Yum! have already confirmed their attendance.

Support conferences in March

March 2020

Customer Contact Week Asia

When: March 2-5, 2020

Where: Singapore

CCW Asia focuses on digital solutions that add value to customer-centric and high-performing CX teams. Actionable advice is delivered in four tracks: “AI & Digitisation”, ”Automation & Operational Excellence”, “Digital Customer Care & Experience” and “Service & Quality Transformation”.

The Institute of Customer Service’s Annual Conference

When: March 3, 2020

Where: London, UK

The Institute of Customer Service’s Annual Conference brings together customer service professionals and leaders to share best practices in the CX community. This year’s conference calls CX teams to reflect, refocus, and reignite.

? The day is hosted by BBC Business Editor Simon Jack, and the speakers include CEOs of Xoserve, Nationwide, Zurich, and Ofwat.

Zendesk Relate [canceled]

When: March 3-5, 2020

Where: Miami, FL, USA

Zendesk Relate lands in Miami to introduce the latest Zendesk product updates and discuss the CX industry’s best practices. The conference welcomes all support folks from CIOs to customer service agents.

? Here’s your chance to meet Mikkel Svane, the CEO and founder of Zendesk.

X4 2020 The Experience Management Summit [postponed]

When: March 10-13, 2020

Where: Salt Lake City, UT, USA

Qualtric’s X4 2020 brings the world’s experience leaders onto the summit’s five stages to discuss how to deliver amazing customer, employee, product, and brand experiences. In addition to high-profile presentations, you’ll get to enjoy mind-blowing parties, loads of networking, and other events.

? This year’s speakers include a few familiar faces, including, for example, Ellen DeGeneres, Michelle Obama, Brené Brown, Chip and Joanna Gaines.

Shift CX

When: March 25-26, 2020

Where: Frankfurt, Germany

Shift CX is a two-day conference for German-speaking Customer Experience folks. This year’s tagline promises to take us from “Customers First” to “Customer Passion”.

Adobe Summit

When: March 29 – April 2, 2020

Where: Online, on-demand

Adobe Summit discusses the trends in customer experience management. Learn about Adobe’s new solutions that help companies boost their CX efforts and get to know the hottest topics in the industry.

? 2020 videos are available on the conference website.

April 2020

Support Driven Leadership Summit [canceled]

When: April 1-2, 2020

Where: Portland, OR, USA

Become a better leader by learning from the collective wisdom and experience of the Support Driven community, the speakers of the event, and fellow attendees. This year’s leadership summit focuses on management, career, strategy, and operations.

? Support Driven is an awesome online support community. Join the community and see you at the event.

Customer Strategy & Planning 2020

When: April 27-28, 2020

Where: Newcastle, UK

The 9th Annual Customer Strategy & Planning Summit aims to provide actionable insight to help businesses tackle the most important customer experience challenges. It’s a great place to benchmark your customer service performance and learn from the leading practitioners and business leaders across the globe.

? The event culminates with the 2020 Award Gala that recognizes the leaders of the industry.

Smart Customer Service 2020 [postponed]

When: April 27-29, 2020

Where: Washington, DC, USA

Smart Customer Service 2020 is dedicated to all executives, managers, and CX professionals interested in creating strategies that maximize customer value. The event also hosts the Customer Solutions Expo featuring showcases on smart customer service, CRM evolution, digital experience, and SpeechTEK.

May CX conferencesMay 2020

The Journey to Customer-Centric Growth

When: May 20, 2020

Where: Online

The Journey to Customer-Centric Growth looks into success stories of scaling CX and qualitative feedback. Join this virtual summit wherever you are and learn how to unlock growth by internalizing the customer’s voice from 49 speakers and 6 different tracks.

? Space is limited, buy your ticket in advance. The talks will be available for attendees from May 20 to 21.

Support Driven Expo [canceled]

When: May 28-29

Where: Prague, Czech Republic

SD Expo welcomes the European support community to build lasting connections with peers and boost all support reps’ professional growth. Experience the online SD community in real-life, participate in interactive workshops, and learn from each other.

? SD Expo is a multi-track event where you’ll get to enjoy short 20-minute talks, 45-minute interactive workshops, and discussion groups.

Customer Service events in June

June 2020

Gartner Customer Experience & Technologies Summit [canceled]

When: June 17-18, 2020

Where: Sydney, Australia

Gartner Customer Experience & Technologies Summit discusses the latest trends in customer experience management. The summit introduces technologies, new business models, and data-driven approaches to elevate CX strategies.

? The summit welcomes all CX and CX IT leaders.

CX Marketing Summit [postponed to 2021]

When: June 19, 2020

Where: London, UK

CX Marketing Summit investigates how marketing plays an increasingly important role in CX. Learn how to align marketing and customer-facing functions towards consistent messaging, enhanced customer understanding and insights,

? Walk away knowing how tailored and personalized offerings attract and retain a loyal customer base.

CX community events in July

July 2020

Customer Engagement Transformation [postponed to 2021]

When: July 9, 2020

Where: London, UK

Customer Engagement Transformation looks at the growing digital world to find opportunities for growing businesses through customer engagement. More specifically, the event discusses topics like customized CX, digital transformation in financial services and retail, customer service design, robotics, and AI.

? Last year’s event featured CX rockstars from Netflix, Vogue International, BBC, and Google.

Customer Experience conferences in August

August 2020

Next Generation Customer Experience

When: August 17-19, 2020

Where: Indian Wells, CA, USA

NGCX welcomes America’s top customer experience execs to meet, get inspired, and strategize for the future. It’s a great place for senior-level CX folks to benchmark their teams’ performance in the competition to impress customers with delightful experiences.

? Top CX leaders from companies like Walmart, Airbnb, Adobe, and Bentley University will share their know-how on customer experience.

Customer Contact Week Online

When: August 24-28, 2020

Where: Online

Customer Contact Week’s program features industry expert speakers, thought-provoking sessions, various learning formats, and Expo pavilion sessions. CCW Vegas moved online and is the perfect opportunity to learn best practices, network, immerse yourself in customer-centric initiatives and renovate the way you do business – while staying at home.

? 4,000+ attendees expected.

Global support CX conferences in September

September 2020

Support Driven Expo Americas [canceled]

When: September 11-12, 2020

Where: Portland, OR, USA

SD Expo Americas brings together the support community from the Americas to create strong and lasting relationships between the members and share CX experiences to help each other grow. The topics discussed in the event range from leadership and career development to support tools and customer service metrics.

? Previously, we’ve seen people from companies like Freshwork, Trello at Atlassian, and Kustomer lead SD Expo workshops.

European Customer Centricity Awards

When: September 21-22

Where: Budapest, Hungary

European Customer Centricity Awards celebrate the region’s most outstanding customer experiences. The award ceremony is preceded by a full-day CX conference that introduces practical stories and case studies and offers vast networking opportunities.

? May 28 is the entry deadline for the awards.

Modern Customer Experience

When: September 21-24, 2020

Where: Chicago, USA

Oracle’s Modern Business Experience invites marketing, commerce, sales, and service professionals to discuss modern solutions to elevate customer experiences. This years’ customer service track looks into the technology that helps to automate and personalized customer experiences across all channels.

Customer Loyalty Conference

When: September 26, 2020

Where: Stockholm, Sweden

Customer Loyalty Conference states that customer experience is the new customer loyalty. Learn how to increase customer loyalty from Scandinavian and global support leaders.


When: September 2020

Where: Las Vegas, CA, USA

Annual Freshworks conference delivering inspiring sessions, hands-on workshops, networking, mixed with a whole lot of fun. This conference is dedicated to you if you deal with helpdesk/customer support, CX management, or IT service desk management.

? Discover ‘fresh’ solutions and become a certified Freshworks professional while you’re at it.


October 2020

North American Customer Centricity Awards

When: October 9, 2020

Where: Grapevine, TX, USA

Customer Centricity Awards celebrates the most customer-centric organizations across North America. Customer centricity is the new black, so don’t miss this opportunity to learn about some of the coolest CX stories and case studies.

? The finalists will be announced on July 1st.

DX Summit

When: October 12-14, 2020

Where: Huntington Beach, CA, USA

DX Summit is the fast track to game-changing customer experiences. This year’s focus areas include transformation and leadership, VoC and customer-driven design, digital operations and platforms, AI and machine learning, customer data, and analytics.

? Get to know how companies like Google, Shutterfly, SunTrust Bank, and the University of Calgary run their digital operations.

Omnichannel Exec Forum

When: October 13-14, 2020

Where: Barcelona, Spain

NX Network’s Omnichannel Exec Forum is a place where CX leaders and budget holders discuss the competitive advantages of excellent customer experiences. Dedicated to omnichannel provisions and cross-channel strategies, this forum aims to help companies create seamless, integrated, and consistent experiences.

? Interesting insights will be brought to you by the representatives of EasyJet, Adidas, BMW, T-Mobile, and others.

Support Driven Leadership Summit

When: October 15-16, 2020

Where: Boston, MA, USA

Support Driven Leadership Summit is a CS event designed to help European customer support, success and operations become better leaders. It’s a chance to learn from some of the customer service superstars and an opportunity to give back to the community in interactive sessions and discussions.

? From Mailchimp to Automattic, and HubSpot to Wistia, this event has always been packed with speakers from some of the most famous industry leaders.

Customer Experience Summit VIC 2020

When: October 27, 2020

Where: Melbourne, Australia

The 2020 Customer Experience Summit investigates how Artificial intelligence, robotics, augmented reality can improve CX. It’s a great opportunity for senior leaders to discuss how to leverage modern technologies to enhance CX, customer satisfaction, and business results.

CEM Africa Summit

When: October 28-29, 2020

Where: Cape Town, South Africa

CEM Africa Summit raises questions like how to sell CX to CEOs and create employee-driven CX. The summit promises to deliver 100% actionable content in practical or case study formats.

October CX customer service conferences and events

November 2020

CEM & Customer Loyalty Summit

When: November 3-4, 2020

Where: Dubai, UAE

CEM & Customer Loyalty Summit promises to give insight into how customers think and provide tips on how to create a seamless customer experience based on that. The two-day summit is dedicated to C-level execs, leaders, and heads of departments from the retail, telecommunication, banking, automotive, aviation, hospitality, and pharmaceutical industries.

? Here’s your chance to get to know the case studies from companies like Microsoft, Riyad Bank, and Marriott International.

CX Europe

When: November 18-19, 2020

Where: London, UK

CX Europe 2020 welcomes all CX professionals interesting in growing their business and revenue through enhanced customer experiences. Connect with Forrester analysts, join group discussions, network with industry leaders.

Service Desk & IT Support Show

When: November 18-19, 2020

Where: London, UK

SITS 2020 opens its doors to all IT Service Management and Support professionals. The event combines education programs, impressive exhibition areas, and lots of useful networking.

? These two days full of training sessions are free for all attendees.

Support Driven Leadership Summit

When: TBA

Where: Europe

Support Driven Leadership Summit offers another chance for support leaders to come together and learn from the community. It’s the third event in the series in 2020 focusing on boosting support managers’ professional growth

? The summit is an annual get-together of the online Support Driven community.

CX customer service support conferences in December

December 2020

Customer Engagement Summit

When: December 7, 2020

Where: London, UK

Customer Engagement Summit discusses the latest innovations in the CX world. With a strong focus on real case studies, you’ll leave the conference equipped with exciting new strategies to delight your customers.

? Meet with 1,200 peers and listen to 80+ speakers.

Know of a conference that should be featured on the list? Let us know in the comments below!

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