Welcome to Generation CX

April 26 – 28 • Orlando, Florida

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The Customer Experience Event of the Year

  • 300+

  • 82
    2015 Attendee NPS

  • 800+

Customers are in power. Their expectations for easy and exceptional experiences have never been higher — or evolving faster. We call this — and the business leaders seeking to harness the power of the customer — “Generation CX.” Experience 2016 is an unparalleled chance to be a part of this movement. Join a community of like-minded executives and CX leaders for 3 days of:

  • Provocative speakers — from industry to academics
  • Unparalleled networking
  • Strategies from leading brands to keep ahead of growing customer expectations

Join a movement of winning brands that put customers first. Become a member of Generation CX.

justify your trip

“Experience is a must if you're competing for customers. It provided an arsenal of ideas and a network of experts to draw on to shape our strategy and day-to-day operations.”

Mike Barrow
VP of Retail, Tommy Bahama

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Featured Speakers

  • Brené spent 13 years studying vulnerability, courage, worthiness, and shame, and has authored #1 NY Times Bestsellers Rising Strong, Daring Greatly and The Gifts of Imperfection. She is the Founder and CEO for The Daring WayTM and COURAGEworks.

    Dr. Brené Brown

    NY Times Best Selling Author
    Researcher & Storyteller

  • Harley founded Forrester’s CX research coverage, a website review methodology used to evaluate the online customer experience of more than 1,500 sites for research and consulting purposes. He is also the coauthor of Outside In: The Power of Putting Customers at the Center of Your Business.

    Harley Manning

    VP & Research Director
    Forrester Research

  • Jeff delivers solutions grounded in time-tested successes and insights from The Walt Disney Company to Fortune 500 companies and small businesses around the globe. His team of Disney subject-matter experts help implement and sustain culture change initiatives through Disney’s proprietary approach.

    Jeff James

    VP & GM
    Disney Institute

  • Fred is founder of Bain & Company’s Loyalty Practice, and the creator of the Net Promoter® system. His work on customer and employee retention quantifies the link between loyalty and profits. He is the author of four best-selling books and eight HBR articles on loyalty.

    Fred Reichheld

    Author, The Ultimate Question 2.0
    Bain & Company

  • Doug works with enterprise and mobile companies, including some of Silicon Valley’s brightest stars for over 30 years. He’s driven the success of major players including ServiceNow, RingCentral, Rackspace, Arbor/Hyperion, Aruba Networks, and many others.

    Doug Leone

    General Partner
    Sequoia Capital

  • Co-founder of Medallia. Before starting Medallia, Borge led strategy and operational improvement projects for the Boston Consulting Group. Prior to this, he worked at Morgan Stanley as an associate, at P&G as a financial analyst, and served as a lieutenant in the Norwegian Air Force.

    Borge Hald

    Co-Founder and CEO

  • Ken is responsible for Medallia’s customer experience from product design to service and support. Before joining Medallia, he was an early member of the team at Financial Engines, where he held the roles of VP Product, EVP Marketing, and GM. Prior experience also includes time with the US Navy, and as an associate with Goldman Sachs.

    Ken Fine

    VP, Worldwide Products

  • Brian oversees all aspects of Resort Operations for the Wynn/Encore properties. Previously he spent 20 years with The Ritz-Carlton in various Operational, General Manager and Corporate Executive positions, including the oversight of operational disciplines for The Ritz-Carlton Company worldwide.

    Brian Gullbrants

    EVP & GM
    Wynn | Encore Las Vegas

  • Harry is responsible for developing CX customer experience initiatives across all areas of the business, including the dealer network. Harry has been part of the MBUSA senior leadership team for more than eight years in various roles, most recently general manager, learning and performance.

    Hendrik “Harry” Hynekamp

    GM, Customer Experience
    Mercedes-Benz USA

  • Joseph is an internationally sought after speaker, consultant, and best-selling author of business books about companies offering superior customer experiences, such as Starbucks, The Ritz-Carlton, Zappos, and most recently Mercedes-Benz USA, in his newest book Driven To Delight.

    Joseph A. Michelli, Ph.D., C.S.P.

    The Michelli Experience



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