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About NGCX/CXFS 2022
Launched in 2011, the Next Generation Customer Experience Events bring together senior level customer experience executives to discuss the latest in cx design, innovation, culture and strategy. CXFS is an event stemming from the Next Gen portfolio that was created specifically for the financial services sector that pay special attention to balancing cx and compliance and connecting cx to business outcomes. Next Gen events differentiate themselves from other cx-related events by offering unparalleled quality.
When and Where
Event date
Jul 19 - 20, 2022
Event location
United States
Event type
Event fees
Free
Organized by
-
Likelihood to recommend event
Audio Reviews (3)
Awards (3)
Reviews
Ashish DuggalIn Person | attendee
AVP, Product and Presales, OneClick Technologies
4.36/5
Review Source
Review Source
Pleasant experience. Was happy to see the level of attendance. The quality of the speakers was great.
What did you like best about the event?
The opportunity to network with various vendors who had set up their kiosks was invaluable for our business. Also, the insights provided by the speakers about their organizations and businesses were very helpful.What could the organizers do to improve the event?
Have a more spread-out event, with a dinner night planned. It helps in better networking.Did you have a favourite speaker or session? Please tell us below
Puneet Mehta, Founder CEO, NetomiOverall experience
5.00/5
Value for money
3.00/5
Networking opportunities
5.00/5
Usefulness of participating vendors/sponsors
5.00/5
Session(s)
4.00/5
Amount of new information learned
4.00/5
Overall In Person Experience
Event destination
5.00/5
Event venue
5.00/5
Food and beverages at event
5.00/5
Helpfulness of event staff
4.00/5
0.000.00
Audio Transcript
it was a good opportunity to interact with people face to face after a very long time. The number of attendees was and there were a lot of networking opportunities and what we liked the most was the the the company who had set up their kiosks. It was invaluable for us to be able to meet all those companies at one place.29th Jul '22
29th Jul '22
Colby HutchinsonIn Person | attendee
Vice President of Global Customer Experience , IAA
3.28/5
Review Source
Review Source
1st time NGCX Conference attendee
What did you like best about the event?
The quality of the content of the sessions was very good. My team had just attended the Forrester CX conference a few weeks earlier and we found your speakers and content presented to contain more value.What could the organizers do to improve the event?
The meeting space was completely inadequate to host that number of attendees, especially coming out of COVID. It felt unsafe in a few of the smaller rooms. Many of the breakout sessions were standing room only and very uncomfortable. The perception was that the planners were unprepared for the # of attendees and then did nothing to adjust. For the style of breakouts presented the rooms should all be set as classroom or crescent rounds, not theater. The high quality content would bring my team of 4 back for a future event only if we weren't crammed. We'll definitely check the hotel and space in advance next year before confirming. This is the first professional conference I've attended that I felt my contact information was being pushed. Numerous companies were reached out in advance with Spammy messages mentioning the conference. I realize the vendors pay large $'s to be present, but being marketed to in that manner is unprofessional. None of the other conferences I attend do that. Lead generation for vendors happens live at the event and I get to choose who gets my contact info at every other event. If you're going to charge attendees what you're charging, please don't sell or serve our contact info to vendors without our express opt-in permission.Did you have a favourite speaker or session? Please tell us below
The workshop on Journey Mapping was excellent by Andrea Walker was great. Heather Underhill from Teladoc, Amy Shore from Nationwide, & Jen Cardello from Fidelity were also EXCELLENT! Overall experience
4.00/5
Value for money
3.00/5
Networking opportunities
2.00/5
Usefulness of participating vendors/sponsors
1.00/5
Session(s)
5.00/5
Amount of new information learned
5.00/5
Overall In Person Experience
Event destination
3.00/5
Event venue
1.00/5
Food and beverages at event
4.00/5
Helpfulness of event staff
2.00/5
28th Jul '22
28th Jul '22
Lance Du ChateauIn Person | attendee
Customer Experience Sr. Consultant, Securian Financial
3.44/5
Review Source
Review Source
Some good, but much more 'meh' than I expected … perhaps best suited for less experienced CX practitioners.
What did you like best about the event?
The concentration and focus on the financial services industry, along with the broad range of topics.What could the organizers do to improve the event?
It would be very helpful if each breakout session was designated specifically for "beginner" or "advanced" CX knowledge levels. Some sessions were 101-level, which were of almost no value to an experienced CX professional. In some cases, the breakout rooms were too small to accommodate all attendees. Lastly, will the entire industry please stop having generic sessions on "Personalization"? It is the same conversation for the past 15 years, with very little new info. :-(Did you have a favourite speaker or session? Please tell us below
Scaling Exceptional Digital Experiences at Fidelity Overall experience
3.00/5
Value for money
4.00/5
Networking opportunities
4.00/5
Usefulness of participating vendors/sponsors
3.00/5
Session(s)
3.00/5
Amount of new information learned
3.00/5
Overall In Person Experience
Event destination
4.00/5
Event venue
4.00/5
Food and beverages at event
4.00/5
Helpfulness of event staff
4.00/5
28th Jul '22
28th Jul '22
Lindsay Kiefer, CCXPIn Person | attendee
Membership Experience Manager, Samaritan Ministries
4.00/5
Review Source
Review Source
Good experience overall and worth attending
What did you like best about the event?
I liked the size, location, and structure of the two-day conference. The speakers did a good job to stay on time in every session.What could the organizers do to improve the event?
Please, please, create a clearer time schedule for the sessions and build in "transition time" between sessions. Also, running two conferences in one is fine, but please have sessions start at the same time. Also, please LIGHT UP your speakers! Tress in the back with a stage wash would have improved the vibe so much. I'd also recommend stools so panel guests sit up higher. They were short and in the dark on that stage.Did you have a favourite speaker or session? Please tell us below
Yes! Dan Gingiss...by far! I only wish he was there in person but it was still the best. He was dynamic, engaging, applicable, and fun. Overall experience
4.00/5
Value for money
4.00/5
Networking opportunities
3.00/5
Usefulness of participating vendors/sponsors
4.00/5
Session(s)
4.00/5
Amount of new information learned
2.00/5
Overall In Person Experience
Event destination
5.00/5
Event venue
5.00/5
Food and beverages at event
4.00/5
Helpfulness of event staff
4.00/5
28th Jul '22
28th Jul '22
Jim WollanIn Person | attendee
CX Consultant, Securian
3.06/5
Review Source
Review Source
Everything was just...alright.
What did you like best about the event?
The presentations from Nationwide, and US Bank were the best. A few of the vendor presentations brought value, but most didn't. It was good to be in a room with peers and see that everyone is struggling with many of the same issues.What could the organizers do to improve the event?
I think it needed something more hands-on from a workshop standpoint. Bring in an expert on Service Design and train on the topic, for example. They tried to pack in way too many sessions with each being so short that they couldn't really be valuable other than introducing a topic. I think many of the attendees have awareness of the topics, but struggle with how to apply them.Overall experience
2.00/5
Value for money
2.00/5
Networking opportunities
3.00/5
Usefulness of participating vendors/sponsors
2.00/5
Session(s)
2.00/5
Amount of new information learned
2.00/5
Overall In Person Experience
Event destination
5.00/5
Event venue
5.00/5
Food and beverages at event
5.00/5
Helpfulness of event staff
5.00/5
28th Jul '22
28th Jul '22
Nellisa Cindy DorivalIn Person | attendee
Executive Manager Banking Services, National Bank of Dominica
4.81/5
Review Source
Review Source
The conference was exceptional and provided a rich source of guidance for my CX Strategy
What did you like best about the event?
The content was relevant and very industry specificWhat could the organizers do to improve the event?
No change is required...perhaps a new venueDid you have a favourite speaker or session? Please tell us below
Sean Albertson - Removing RocksOverall experience
5.00/5
Value for money
5.00/5
Networking opportunities
5.00/5
Usefulness of participating vendors/sponsors
5.00/5
Session(s)
4.00/5
Amount of new information learned
4.00/5
Overall In Person Experience
Event destination
4.00/5
Event venue
5.00/5
Food and beverages at event
5.00/5
Helpfulness of event staff
5.00/5
0.000.00
Audio Transcript
The event was exceptional. The venue was very comfortable. It provided an opportunity for networking and it provided good insights, tips, and guidance to grow your CX strategy, great value for money.28th Jul '22
28th Jul '22
KARLA M EKDAHLIn Person | attendee
CX Dir, HHT
3.61/5
Review Source
Review Source
Well-organized solid group of speakers.
What did you like best about the event?
I liked the schedule and the format of the event. The speakers were solid and knowledgeable.What could the organizers do to improve the event?
I really didn't like that it lacked seating for meals in the AM. I would have loved to have tracts for B2B vs B2C. This tends to make content more relevant.Did you have a favourite speaker or session? Please tell us below
No favorite speaker per se. Overall experience
4.00/5
Value for money
3.00/5
Networking opportunities
3.00/5
Usefulness of participating vendors/sponsors
3.00/5
Session(s)
4.00/5
Amount of new information learned
3.00/5
Overall In Person Experience
Event destination
2.00/5
Event venue
4.00/5
Food and beverages at event
4.00/5
Helpfulness of event staff
4.00/5
28th Jul '22
28th Jul '22
Dumiso MpofuIn Person | sponsor
Enterprise Customer Success Manager, Coconut Software
4.17/5
Review Source
Review Source
Great opportunity to network with sharp minds in the Financial Services space
What did you like best about the event?
I listened to a panel discussion, which was probably my favorite part of the two days. The topic was centered around CX in the "new normal" post-pandemic. Great lessons were sharedWhat could the organizers do to improve the event?
Host more workshops. I sat in on a customer journey workshop. More of those would be quite valuableOverall experience
5.00/5
Engagement opportunities with the audience
4.00/5
Fit of the audience for my company
5.00/5
Positive brand exposure
5.00/5
Overall In Person Experience
Event destination
3.00/5
Event venue
3.00/5
Food and beverages at event
4.00/5
Helpfulness of event staff
5.00/5
0.000.00
Audio Transcript
So, hey guys, my name is Demio Enterprise Customer Success with coconut software. And this was my first time at CXFS. The event was in, in Boston. I loved it. It was a great opportunity to just learn a little bit more about the financial services industry to learn about some of our customers. And just engage with relationships within the industry and, and obviously do some incredible networking. So, yeah, the event was super. It was very well put together organized jam packed with a lot of great sections. And yeah, I met a lot of great people, so I really enjoyed the event. would love to be back next year.29th Jul '22
29th Jul '22
Daniel WhiteIn Person | attendee
Director of CX & EX, First United Bank
4.83/5
Review Source
Review Source
Excellent opportunity to meet fellow customer experience-focused professionals in financial services and see vendor presentations addressing currently available solutions to aid the customer experience.
What did you like best about the event?
The quick pace of the presentations kept the information at a high enough level to engage me and left me wanting to know more about certain aspects while also not spending too much time on areas in which I had less interest.What could the organizers do to improve the event?
Online registration for the event could speed up the process of check-ins on the initial morning.Overall experience
5.00/5
Value for money
5.00/5
Networking opportunities
4.00/5
Usefulness of participating vendors/sponsors
5.00/5
Session(s)
4.00/5
Amount of new information learned
4.00/5
Overall In Person Experience
Event destination
5.00/5
Event venue
5.00/5
Food and beverages at event
5.00/5
Helpfulness of event staff
5.00/5
29th Jul '22
29th Jul '22
Sameer GaikwadIn Person | attendee
Se. Director- Customer Success, HealthEdge
4.56/5
Review Source
Review Source
It was an eye-opening experience for me and was able to get a lot of valuable info related to XCX and EX
What did you like best about the event?
Speakers and Leaders from different industries share their experiences and case studies.What could the organizers do to improve the event?
Proper signage, vegetarian food options, and bottled water. Seating could have been increased as well.Did you have a favourite speaker or session? Please tell us below
Raj from Airbnb was my favorite speaker. His presentation and best practices were very helpful and something that I'm planning to implement at my org. Overall experience
5.00/5
Value for money
5.00/5
Networking opportunities
5.00/5
Usefulness of participating vendors/sponsors
4.00/5
Session(s)
4.00/5
Amount of new information learned
5.00/5
Overall In Person Experience
Event destination
4.00/5
Event venue
4.00/5
Food and beverages at event
3.00/5
Helpfulness of event staff
5.00/5
3rd Aug '22
3rd Aug '22
Erik RyanIn Person | attendee
Sr Project Manager, Erie Insurance
4.83/5
Review Source
Review Source
Fantastic conference, with great speakers and insights into CX, and what is coming next on the horizon.
What did you like best about the event?
I enjoyed the networking and connections with other CX leaders in various industries to share stories of what is working well and what is not working so well in our organizations.What could the organizers do to improve the event?
There were great speakers, but many remained at a high, theoretical level, so it would be nice to have more deep dives into actually how CX is being managed and delivered at the portfolio, program, and project levels.Did you have a favourite speaker or session? Please tell us below
The Keynote with Dan Gingiss was fantastic, and he left with an easy acronym WISER to think about what an exceptional experience looks like. Beth Arb from Lumen was wonderful, giving great detail and insights into how her company actually delivers experience. Also, Landy Windgard and Greg Grant from Hitachi provided the right details on the value story and life cycle of customer experience and the key elements to ensure you are successful. Overall experience
5.00/5
Value for money
5.00/5
Networking opportunities
5.00/5
Usefulness of participating vendors/sponsors
4.00/5
Session(s)
4.00/5
Amount of new information learned
4.00/5
Overall In Person Experience
Event destination
5.00/5
Event venue
5.00/5
Food and beverages at event
5.00/5
Helpfulness of event staff
5.00/5
11th Aug '22
11th Aug '22
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