NGCX 2018

March 27-March 29, 2018

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Whitepapers and Reports

Next 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.

Addressing 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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Customer 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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PIRCH 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 ( 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.

2018 CX Innovation Briefing

In our reports and conferences, we pride ourselves on bringing our audience behind the scenes at the most successful eCommerce and omnichanel retail initiatives.As a retail executive, it is more critical than ever to stay abreast on how new technologies and strategies are deployed to gain advantages in customer experience and loyalty. With the growth of Amazon taking place besides massive store closings announced by large retailers like Macy’s, Sears, and JC Penney, the risks and rewards of omnichannel innovation cannot be understated. In this brief report, we give a snapshot of how several small and large retailers are accepting omnichannel growing pains, prioritizing customer experience, and reaping the benefits.