CX Emotion features two half days of presentations and panels. Our program is designed to bring you up to speed on leading-edge CX practicies and technologies and provide you an opportunity to share with and learn from research, insights, and operations peers at other leading organizations.

Below is a preliminary agenda, subject to updates. Attend either day or both!

15 September Workshops

… cover leading-edge Customer Experience and Consumer Insights techniques and practices.

  • 9:00am-3:30pm: Foundations of Emotive CX, Martin Hill-Wilson, Brainfood Consulting
    (Morning coffee/tea/snack break; on-site lunch; afternoon snack)
  • 4:00pm-5:00pm: Social Listening: An Emotion Spotlight, Jackie Cuyvers, Convosphere

16 September Presentations and Panels

… cover customer (CX), digital (DX), and user (UX) experience strategy and practice and sentiment, social, behavior, and emotion technologies. We will discuss applications to consumer and market insights, the customer journey, media, and more with sessions focused on Foundations, Practices, and Technology.


Morning Sessions
9:00am – 9:10am
Conference Welcome
9:10am – 9:35am
Keynote: From Customer Emotions to Actionable Insights
9:35am – 10:10am
Panel: Research, Insights, Emotion, and Experience
10:10am – 10:30am
Adaptive, Empathic UX
10:30am – 11:00am
11:00am – 11:40am
Presentations & Panel: Emotional Intelligence in Practice
11:40am – 11:50am
Spotlight Presentation
11:50am – 12:10pm
Boom! How to Really Harness Emotions in Journey Mapping
12:10pm – 12:30pm
Decoding Emotion in Consumer Feedback to Drive Long-Term Brand Growth
12:30pm – 1:30pm Lunch & Networking
Afternoon Sessions
1:30pm – 1:55pm
Keynote: Empathic Technologies: Landscape, Ethics, Citizens
1:55pm – 2:00pm
Quick-Take Presentation
2:00pm – 2:20pm
How to Craft Emotion-Centric Customer Interactions
2:20pm – 2:40pm
Natural Language Processing for Evaluating Customer Emotion
2:40pm – 3:00pm
Empathic Chatbots
3:00pm – 3:30pm
Break & refreshments
3:30pm – 4:00pm
Panel: Data, Bias, Privacy, and Ethics
4:00pm – 4:20pm
Can Emotion Data Help Heal the Great Modern Ideological Divides?
4:20pm – 4:40pm
Disenchantment with Emotion Recognition Technologies: Implications and Future Directions
4:40pm – 5:00pm
Lead with Meaning
Networking Reception
5:00pm – 6:30pm
Networking Reception – Enjoy drinks and hors d’oeuvres with fellow delegates



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