Guide to Customer Service, Support, CX Conferences in 2020

customer service 11 min read Oct 17, 2019

Guide to Customer Service, Support, 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. We’re constantly updating the list to make sure it includes all the most important conferences across the globe.

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.).

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.

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

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

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.

Last year’s speakers included a few names you might have heard about before, including, for example, President Barack Obama, Oprah Winfrey, and Ashton Kutcher.

Next Generation Customer Experience

When: March 23-25, 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.

Modern Customer Experience

When: March 23-26, 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.

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”.

LOMA Customer Experience Conference

When: March 25-27, 2020

Where: New Orleans, LA, USA

LOMA Customer Experience Conference is a three-day conference dedicated to CX professionals in the financial services space. This year’s event carries the name “Excellence Personified” and delivers know-how on how to create CX strategies that drive customer satisfaction, loyalty, and advocacy.

The CEOs of world-renowned companies Ritz-Carlton, Beyond Philosophy, Pan-American Life Insurance Group will be there to share their stories.

Adobe Summit

When: March 29 - April 2, 2020

Where: Las Vegas, CA, USA

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.

Support Driven Leadership Summit

When: TBA

Where: USA

Support Driven Leadership Summit helps managers of customer support, customer success, and operations become better leaders. Participate in interactive case studies, breakout sessions, and lightning talks.

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

April 2020

Customer Experience Strategies Summit

When: April 21-22, 2020

Where: Toronto, ON, Canada

Customer Experience Strategies Summit promises to deliver actionable insights to tackle the customer experience challenges CX teams are facing. This two-day conference focuses on topics like multichannel support, social media communication, newest tech solutions, employee management, and customer retention.

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

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 2020

Service Desk & IT Support Show

When: May 13-14, 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 attendants.

Support Driven Expo

When: TBA

Where: Europe

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.

June 2020

The Customer Service Summit

When: June 8-9, 2020

Where: San Diego, USA

Incite Group's Customer Service Summit encourages customer service leaders to exceed the expectations of their customers by predicting their needs. This two-day summit focuses on seamless omnichannel solutions.

Gartner Customer Experience & Technologies Summit

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.

Omnichannel Exec Forum

When: June 16-17, 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 insight will be brought to you by the representatives of EasyJet, Adidas, BMW, T-Mobile, and others.

Customer Contact Week Las Vegas

When: June 22-26, 2020

Where: Las Vegas, USA

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

4,000+ attendees expected.

July 2020

Customer Engagement Transformation

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.

August 2020

CEM Africa Summit

When: August 5-6, 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.

CXO Leaders Australia Summit

When: August 12-13, 2020

Where: Sydney, Australia

CXO Leaders Australia Summit brings together senior marketing, digital and CX professionals from around Australia to discuss topics like mobility, analytics, BYOD, CX, loyalty programs, agile marketing, and big data.

Schedule 1-on-1 meetings with relevant speakers.

September 2020

Support Driven Expo Americas

When: TBA

Where: 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.

October 2020

Support Driven Leadership Summit

When: TBA

Where: Europe

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.

November 2020

CEM & Customer Loyalty Summit

When: November 5-6, 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 hearknow the case studies fromabout companies like Microsoft, Riyad Bank, and Marriott International.

Customer Engagement Technology Conference

When: November 20, 2020

Where: Dubai, UAE

The 25th CET Conference brings cutting-edge innovations and CX trends into focus to shape the future of businesses’ customer relations. From CX/UX to contact center chatbots, the conference touches upon a myriad of topics related to customer engagement.

Nissan, Google, Visa, Emirates NBD, KPMG, and other companies will introduce their experience in the field.

Support Driven Leadership Summit

When: TBA

Where: USA

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.

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

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