Customer experience (CX) technology is evolving at breakneck speed as companies try to cut through the crowd. Gartner has identified several technologies like AI, virtual assistants, omnichannel engagement, and IoT that will determine what your CX looks like in 2021 and beyond. As companies reel from the impacts of the pandemic, the quality of the experiences you provide is more critical than ever before. You can check out these trends in more detail in our definitive CX Market Guide 2020.
Now, as we wrap up the ongoing year, we are eager to know what’s next on the horizon. That’s why the following ten CX events are so critical, giving you a head start on the next wave of transformation and helping to maximise the rebound.
Customer Contact Week (CCW) is among the world’s largest events to focus on contact centres, CX technology, and strategies to help serve your customer better. 2020’s event saw participation from 80 speakers and 800+ attendees in an all-virtual format. Writer, journalist, and three-time Commonwealth Champion, Matthew Syed headlined this year’s event – you can watch over 23 hours of content on the CCW website.
CCW Europe 2021 was originally scheduled for February in Berlin as a physical event, but plans have changed given COVID-19-related regulations. The event is now scheduled for June 28-July 1, 2021, as a hybrid event. You can get your conference ticket here.
Five9 is a leading contact centre solutions provider with products in inbound, outbound, omnichannel, virtual assistant, and several other categories. The Five9 CX Summit is the company’s annual event on cloud-based contact centre technology.
This year, Five9 CX Summit was held as a virtual event on September 16, discussing issues such as the role of the contact centre in 2022, cutting-edge CX trends, and how to “inject intelligence” for improving customer experiences. The event has now ended, but you can still view the sessions on-demand by registering.
There are no details yet on Five9 CX Summit 2021, but you can keep an eye on their Events Page for more updates.
In the world of CX, Salesforce needs no introduction. Dreamforce is the CRM giant’s user conference, presenting useful insights, success stories, and product demos from across the Salesforce customer and reseller ecosystem. This year, Salesforce announced that all its events would be reimagined virtually, including TrailheaDX in June and Dreamforce 2020 in December.
The Dreamforce 2020 keynote session is scheduled for December 2, 10 AM. But even before that, Salesforce will offer personalised meetings with customers from November 9, 2020. There will also be the DreamTX on December 14-17, which is more of a pure-play learners’ conference.
Given that 2020’s chapter is yet to wrap up, details about Dreamforce 2021 are yet to be revealed. However, this hasn’t stopped resellers like Dhruvsoft from staying optimistic and already taking registrations for Dreamforce 2021.
Cisco Live is the company’s much-awaited user conference that sees participation from IT professionals, marketers, developers, and, of course, CX technologists. This year, the event was held entirely online. You can peruse their on-demand content library here to view the sessions in full.
In 2021, Cisco returns with three editions of the event across February, June, and December:
The Call & Contact Centre Expo is backed by some of the biggest companies in CX, including RingCentral, 8×8, Avaya, Zendesk, and Twilio. This year, the event was held entirely online on November 10-11, and registration is free of charge. Speakers such as Alistair Mearns (Solutions Consultant, EMEA, Verint), Andy Bird (Head of Product Management and Innovation, Lifesize), and Chris Marron (Director Competitive and Market Intelligence, 8×8) conducted sessions at the event.
No details are available as yet regarding the Call & Contact Centre Expo 2021. But you could check out a U.S. version of the event scheduled for March 24-25 of next year in Las Vegas, Nevada.
Next is an official Google event, focused on its cloud platform, cloud-based applications, and next-gen technologies (ML, AI, analytics) that promise to revolutionise customer experiences. Google moved this year’s event to an online-only format, rechristening it as Next OnAir. Between July 14 and September 8, Google Cloud Next ’20: OnAir was held as a weekly event.
Google is yet to announce any details for next year, releasing only this short message: “Thank you for joining us. See you in 2021. Until then, stay safe and healthy.” Rumour has it that Next ’21 could be held on June 28-30, 2021 in San Francisco, CA – till then, you can keep an eye on the company’s event page for more updates.
SIGNAL, Twilio’s annual customer and developer conference, was held as a virtual experience from September 30 to October 1 this year. It saw participation from 15,000+ attendees and sessions by business leaders from Nike, Deloitte, and EY. The focus was on the Great Digital Acceleration of 2020 and how it has moved companies closer to better customer engagement.
SIGNAL 2021 is scheduled for October 20-21, meant for existing Twilio customers as well as CX developers, product managers and business executives. DocuSign, Prompt.io, and a handful of others have already signed on as sponsors for next year’s event. The company is yet to confirm whether it will be held virtually or in-person – you can save your seat right here.
UC Summit Conference and Expo returns on January 25, 2021, featuring some of the leading vendors in CX technology such as Cisco, RingCentral, EPOS, and others. It will be a 100% virtual event with live networking sessions, as well as on-demand content access for your convenience. Keynote sessions will focus on some of the most pressing trends in CX today, from AI to VR, and of course, remote CX delivery.
The event will be accessible via the UC Summit platform once you register for a digital pass. The platform offers advanced interactive capabilities to deep-dive into specific CX fields. You can sign up right here.
Customer Contact Week (CCW) Las Vegas is an industry event for customer contact and CX executives, typically held in person. But this year, instead of the Las Vegas location, the organisers launched the first-ever CCW At Home in August.
CCW Las Vegas, 2021, is already in the works. It is tentatively scheduled for June 28-July 1, 2021, for Caesar’s Forum in Las Vegas. Across four days, you can look forward to boot camps, workshops, the CCW Excellence Awards, small, peer-to-peer sessions, as well as events on diversity and inclusion.
Mark your calendar and stay tuned as we bring you more updates on these and other upcoming events.