CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.
Bryan Wassel/CX Dive
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As fall descends, CX leaders are already looking to the year ahead and the challenges they must surmount.
Experience and service leaders face C-suite pressure to adopt and accelerate their AI investments. While AI can enhance parts of the experience, leaders must determine the best use cases for the technology and balance human touch.
As prices rise and consumer sentiment weakens, CX leaders face a new loyalty equation. Brands cannot take loyalty for granted and must nurture their customer relationships.
And then there are the perennial issues leaders must tackle, whether proving and demonstrating ROI or breaking down silos to execute CX initiatives.
Fortunately, there are a series of events in 2027 where CX practitioners can hear from other leaders, analysts and executives tackling the same issues. These events feature case studies, best practices, customer behavior data and strategies for how to best meet customers’ experience needs.
Here are the top customer experience events of 2027.
Top customer experience events in 2027
Jan. 25-27, 2027
Orlando, Florida
The Customer Management Practice’s winter event includes sessions with more than 50 contact center experts, including Mercedes-Benz USA’s head of customer care and roadside operations, Chad Anderson. Attendees can attend networking opportunities with fellow CX practitioners, access interactive workshops or meet with solution providers in the expo hall.
Medallia’s conference provides a mix of hands-on training, one-on-one consulting opportunities and expert-led sessions examining the next big topics in CX. The event is designed for both customer experience and employee experience professionals.
The CX USA Exchange is an invite-only forum that discusses how the alignment between people, processes and platforms can create customer value. Key themes of this year’s event include how to move beyond tech pilots to drive outcomes, how to develop a single view of the customer and ways to drive retention and profitability in customer service.
Adobe’s annual event offers a three-day in-person experience and a two-day virtual experience. Both in-person and virtual attendees can view the keynotes, more than 200 sessions and workshops. Sessions offer insights from thought leaders and experts into how AI and other tools can help shape customer experiences. In-person guests can participate in networking receptions and a product pavilion that showcases the latest products and services from Adobe and its partners.
Informa’s event wants to help CX professionals from businesses of all sizes find real answers to the enterprise connectivity and collaboration challenges they face. Past speakers have included Zoom Customer Experience General Manager Chris Morrissey and Amazon Connect VP of Customer Experience Services Pasquale DeMaio.
This Reuters event brings together senior CX, contact center, digital and operations leaders for two days in San Diego. Topics will include maintaining trust while embedding AI into service delivery, breaking down silos across departments and building strong data foundations. Past speakers have included American Airlines Chief Customer Officer Heather Garboden and E.l.f. Beauty Chief Digital Officer Ekta Chopra.
May 24-25, 2027
San Francisco
Hosted by Forrester, this event brings together CX, marketing and digital leaders on the West Coast. Topics will include balancing human connection with scaling AI-powered experiences, proving the value of CX investments, and strategies for strengthening customer trust and loyalty.
Also hosted by Forrester, this conference may be favored by East Coast attendees who don’t want to fly across the country for CX Forum West. It, too, will bring together CX, marketing and digital leaders and it will revisit topics featured at its West Coast event.
CMP’s fall conference is the organization’s largest and offers opportunities for leaders to network, develop their expertise and explore new technology with leaders from seasoned enterprises and up-and-coming startups. Past speakers have included Red Lobster CEO Damola Adamolekun and United Airlines VP and Global Head of Customer Care and Contact Centers Bryan Stoller.
Sept. 21-23, 2027
San Francisco
This annual Salesforce event features three days of keynotes, featuring insights from more than 50 thought leaders and industry experts. Dreamforce includes more than 1,400 sessions, including 26 hands-on trainings, more than 70 workshops and over 180 roundtables. Attendees will get a first look at product announcements from Salesforce and its partners, as well as in-depth perspectives into real-world deployments and their CX impact.
Hubspot’s conference is built around how connected systems, AI-driven execution and unified teams across the customer experience can drive growth. Attendees will be able to attend networking opportunities as well as more than 200 sessions.
Disclosure: Informa, the host of Enterprise Connect, owns a controlling stake in Informa TechTarget, the publisher behind CX Dive. Informa has no influence over CX Dive’s coverage.
