Next Generation Customer Experience 2018

March 26 - 28, 2018

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DirectorDirector's Reports

  • Next Generation Customer Experience DirectorNext Generation Customer Experience Director's Report 2017

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    Top brands across all industries today now realize that the key to differentiating themselves from the competition is by providing their customers with a flawless experience. Given the array of touch-points available for the modern consumer to interact with a brand, companies are spending more dollars than ever on CX people, processes and systems. And customer experience departments (and their leaders) are in a greater position of power and the CMO, CEO and CFO are all recognizing that customer experience is a business priority and a key brand differentiator.

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  • Customer Experience: The Only Sustainable Business DifferentiatorCustomer Experience: The Only Sustainable Business Differentiator
    Business leaders across industries now recognize that customer experience is a priority and a key differentiator. These organizations recognize the importance of proactively managing the customer experience across all touch points, including call centers, digital experiences, and in-store experiences.

    In this year's report, NGCX Executive Director Kristin Schoenstein outlines the latest innovations in CX strategy.

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  • Addressing The Next Generation of CX Disruptors & Success FactorsAddressing The Next Generation of CX Disruptors & Success Factors
    While customer experience has become one of the most important differentiators for brands competing digitally, CX leaders can still face challenges getting the right resources and using the right metrics to make their case to key gatekeepers within their own organizations. This report, produced with InMoment, takes a close look at the disruptive factors in the market, as well as the strategies successful organizations are using.

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  • PIRCH Delivers Next-Gen CX by Emphasizing Culture Over TechPIRCH Delivers Next-Gen CX by Emphasizing Culture Over Tech

    Next Gen Customer Experiences aren’t always about the tech. In fact, the more ‘tech-y’ a brand gets, the more human it must become at the same time. Customers won’t accept anything less. Especially if they’ve been to PIRCH.

    PIRCH (www.PIRCH.com) sells kitchen appliances, plumbing fixtures, and outdoor gear for your home. The signs outside their showroom locations list another specialty area: Joy. Seeing that should give you the instant sense that this is not your average retailer.