24+ Best Customer Success Conferences in 2020 & 2021

As the year is slowly coming to an end, the world starts to slowly open up, allowing for many new networking opportunities through events, expos, and conferences. If you are reading this, chances are that you’re involved in a department that handles the customer experience.

Improving a customer’s journey is as much a skill as it is an art. With expectations constantly shifting, you need to stay up to date with the latest trends and try to innovate wherever possible. This is why we decided to write this post.

In this article, we share the best customer success conferences in the last quarter of 2020 and all the upcoming events of 2021. After reading through this list, you should be able to fill your calendar with many different events that will expand your horizons (and your network).

Contents

• Best customer success events in 2020
• Best customer success conferences in 2021
• Best customer service conferences in Europe
• Best customer support conferences in Asia
• Wrapping up
• FAQ

Best customer success events in 2020 [last quarter]

2020 has 3 months left. To make the most from it, consider participating in some of the best customer success conferences. While COVID-19 may have limited our potential for travel, it has made most of these events accessible from the comfort of your home. Let’s get started.

MarTech East

• Date: 6-8 Oktober 2020
• Location: Virtual event
• Price: FREE
  

MarTech is primarily a conference about marketing technologies and their different applications. The event is held twice per year (in San Fransisco & Boston) and offers valuable insights when it comes to the relationship between a company and its potential customers. The keynotes focus on the resolution of bottlenecks and the tools that can be used to streamline the process required to get there. What makes this event really interesting is its focus on modern communication technologies. More specifically, they introduce the latest (and most promising) tech tools that can improve customer service efforts and engagement levels.

Customer Service Evolution

• Date: Every Thursday of Oktober 2020
• Location: Virtual event
• Price: $399.00 (with team discount options)
  

Customer Service Revolution is normally hosted as a two-day event in Cleveland, Ohio. However, the 2020 event follows a different structure due to its digital nature. The keynotes speeches and networking opportunities are mostly aimed towards CRM managers and everyone that is interested to learn more about the future of customer service. Its unique setup allows people from all over the world to participate, even if they can’t make it on a specific date.

BIG RYG Customer Success Conference

• Date: 8 Oktober 2020
• Location: Virtual event
• Price: FREE
  

BIG RYG is one more customer success summit that is hosted free of charge for everyone that chooses to attend. The event is mainly focused on the development of strong, long-term relationships between brands and customers. Among its keynotes on the latest customer success topics and upcoming trends, attendees will get the opportunity to network in a virtual landscape, and learn what it takes to meet customer expectations in 2021 and beyond.

ICMI Contact Center Expo

• Date: 13-14 October 2020
• Location: Virtual event
• Price: $199
  

Even though ICMI can seem costly for some, it is one of the best virtual conferences for customer success. Attendees can choose to attend 8 interactive workshops led by industry experts over its 2-day period and listen to 50+ keynote speeches that focus on optimizing customer experiences. The event also offers numerous opportunities to interact and network with like-minded professionals and industry leaders.

DX Summit

• Date: 21 October 2020
• Location: Huntington Beach, CA
• Price: FREE
  

DX Summit is a virtual customer experience management conference that emphasizes on the development of effective processes related to customer experience. The event aims to filter out all common misconceptions related to digital communication (between brands and customers) and lay out practical methods to improve systems and processes. DX Summit is mostly suited for digital CX professionals and data analysts.

Contact Centre & Customer Services Summit

• Date: 16 November 2020
• Location: Virtual event
• Price: FREE (Costly cancellation fee if you choose to skip)
  

The CC&CSS is an event that aims to bring together passionate professionals for interesting discussion and networking opportunities. Even though this year’s edition is hosted online, the management has thought about all the different ways to make the most from the occasion. The conference is also used as a common ground between buyers (industry experts) and sellers (suppliers), for products that enhance customer service efforts and thus the overall experience.

What it entails: This event is an opportunity for collaboration between those working in the industry, and those who provide the latest and greatest products and services to contact center and customer service professionals. It brings together buyers and sellers with one-to-one business meetings, interactive seminars, and networking events.

Virtual Customer Engagement Summit

• Date: 1-3 December 2020
• Location: Virtual event
• Price: £395 - £1495
  

CES is one of the largest conferences focused on customer engagement. The 3-day event is moving online for the first time in its history, offering virtual roundtables, interactive training sessions, 1-on-1 networking opportunities, and much more. By joining the event, you will gain access to 40+ presentations, hosted by industry-relevant business leaders. All in all, this event helps you gain access to the latest innovations in the world of CX, which in turn helps you build better strategies to improve and grow customer engagement.

Best customer success conferences in 2021

2021 may still be a few months away, but already several customer success conference options are starting to become available. In the sections below, we share our favorite options when looking to learn more about CX and strategies for customer success. 

Chief Customer Officers

• Date: February 2021 (TBA)
• Location: Atlanta, Georgia
• Price: TBA
  

While CCO has not announced much about its 2021 edition, we do know that their conference is focused on the importance of customer-centricity. Attendees will learn how to effectively use the latest technological innovations to connect with their audience in order to improve both the journey and the experience of their customers. Make sure you check out their website as they regularly host free webinars that offer lots of value when trying to build or improve your CX strategy.

The Experience Management Summit (X4)

• Date: Fall 2021 (more information TBA)
• Location: Salt Lake City, Utah
• Price: TBA
  

The Experience Management Summit by Qualtrics is an annual conference that brings together some of the most influential people to discuss the importance and innovations of customer success. Among them, we have seen speaking engagements from former president Barack Obama, Oprah Winfrey, Sir Richard Branson, and more. 

Due to the recent pandemic-related lockdowns, Qualtrics decided to cancel the 2020 edition of the event. However, they recently announced that the next edition of their conference will occur in the coming fall, and will host big-time celebrities and successful business leaders across a number of different industries. The conference features 8 different stages, allowing you to choose your favorite keynotes, and offers ample opportunity to network with other attendees. 

Customer Contact Week (CCW)

• ‍Date: 25-28 January 2021‍
• Location: Virtual Event‍
• Price: FREE
  

Customer contact week is one of the best customer success conferences to attend in 2021. The event, which you will be able to join remotely focuses on customer-centric initiatives through a series of value-packed keynotes, track sessions focused on CX, design, and customer service, as well as Site Tours. Attendees are able to network, join virtual afterparties, participate in a demo drive, and join a number of community-oriented experiences.

Next Generation Customer Experience Conference (NGCX)

• ‍Date: 22-24 March 2021‍
• Location: Indian Wells, California‍
• Price: TBA
  

Founded in 2011, the NGCE Conference is where US's top CX-focused executives gather, learn, and plan for the years to come. The event brings together senior-level decision-makers (chiefs, VPs, directors, and managers) to discuss customer-related topics from a variety of angles, encouraging debate and challenging biased opinions. When it comes to industry relevance, the event is mostly aimed towards retail and finance but can be interesting for healthcare and hospitality as well. Apart from listening to CX-related keynotes, attendees are able to join benchmarking groups and share their stories in the more than 10 hours of networking time with other CX executives of a similar maturity level.

Customer Contact East

• ‍Date: 11-14 April 2021‍
• Location: Fort Lauderdale, Florida‍
• Price: $2,795 - $3,240
  

Customer Contact offers a series of events across the US. Among them, Customer Contact East; a great opportunity to learn more about the future of customer care. The conference offers real-world experiences, insights, actionable advice, and tools to help attendees realize their customer-centric vision. The main focus of the event lies in building and improving customer service strategies by introducing new technologies and enhancing the effectiveness of support agents. This event is mainly aimed at executives and managers responsible for customer service processes that wish to remain ahead of the tech curve.

International Conference on Personalized Marketing and CRM

• ‍Date: 3-4 June 2021‍
• Location: New York, New York‍
• Price: $410 - $530
  

ICPMCRM 2021 is a great opportunity for academics, industry leaders, and even students to learn about the latest tech innovations surrounding customer-oriented marketing and CRM. Both departments are closely tied with customer success, which makes this event one to keep on your list for 2021. The event is mainly focused on networking, allowing attendees to talk with and learn more from their peers as well as the keynote speakers. The speeches are mostly related to recent innovations, CX trends, and challenges, as well as solutions that anyone can apply in the field of digital marketing and customer relationship management.

Customer Contact West

• ‍Date: 24-27 Oktober 2021‍
• Location: Huntington Beach, California‍
• Price: $2,045 - $2,490
  

After briefly talking about Customer Contact East in the previous sections, you may be interested in this one as well. Customer Contact West is hosted later in the year and puts a heavy focus on the latest customer experience strategies and tactics. The event will host a number of thought-provoking speeches made by different CX leaders, and covering many different industries. If you want to explore the different ways to analyze the effectiveness of your current efforts and make your systems more efficient through automation practices, this customer experience event is a must. Make sure you check the website of the event to find out more.

Best customer service conferences in Europe

If you are located in Europe and looking to attend a customer service conference, make sure you browse through the following options. While most have already listed their exact dates, not all have updated their pricing info. Therefore, make sure to conduct some further research by visiting their official websites as well.

PegaWorld iNspire 2021

• ‍Date: 4 May 2021‍
• Location: Virtual event‍
• Price: TBA
  

PegaWorld iNspire is another event to keep on your list in 2021. From customer service and CX strategies to AI, automation, and the development of customer-centric mobile apps, this conference will help you learn from business leaders all over the world while offering a stage to share your ideas and successes with other attendees. Not much is known when it comes to the exact pricing and the attending speakers, so if you’re interested make sure you sign up for PegaWorld’s newsletter to remain informed.

SITS 2021 by ExCel London

• ‍Date: 12-13 May 2021‍
• Location: London, UK‍
• Price: FREE
  

SITS stands for Service desk & IT support. The SITS 2021 conference is mainly focused on innovation and strategic planning around these two departments and offers a great educational opportunity to all attendees, including 2 days of seminars completely free of charge. The event is mainly oriented towards ITSM professionals but can also be attended by those with a keen interest in CX and customer engagement. The event is split into three main parts:

• Exhibition hall - meet and talk with product teams and get the opportunity to test products and source new suppliers.
• Education program - 60+ free sessions including keynotes, seminars, informal discussion groups, etc.
• Networking - Connect with thousands of ITSM professionals to acquire new knowledge and offer advice.

Customer Contact Week Europe (CCWE)

• ‍Date: 14-16 June 2021 ‍
• Location: Dubrovnik, Croatia‍
• Price: €1,090 - €1,215
  

CCE is a center point for ideas, motivation, and networking opportunities for customer service and customer contact executives. The event hosts speakers from all over the world, who come together to share their knowledge, best practices, and systems to elevate the effectiveness of your customer experience strategy. You will also have the opportunity to participate in value-packed training sessions which will help you solve some of the most common communications bottlenecks. CCE is aimed towards high-level executives, VPs, directors as well as managers of relevant departments.

Customer-Focused Contact Center

• ‍Date: 23 June 2021‍
• Location: London, UK‍
• Price: £619 - £849
  

Customer-Focused Contact Center is a one-day conference and networking event that focuses on the improvement of customer journeys and experiences. In a series of keynotes, attendees will find out more about the latest tech developments that make brand-customer communication easier and more efficient while still maintaining a personalized approach. Through the information provided, professionals from different departments will fuel engagement and growth in the brands they represent, improving their organization as a whole. At the moment, those interested in attending can benefit from a £200 discount (early-bird tickets) by signing up directly through the conference’s official website.

Customer Engagement Transformation

• ‍Date: 2 July 2021‍
• Location: London, UK‍
• Price: £395 - £1495
  

Customer Engagement Transformation one of the larger conferences to visit in London, UK. Among all the European customer success events, this is the one you should attend if you are interested in customer-centric technologies, including CRM systems, AI, VA, and VR. The venue consists of two main stages, where more than 40 speakers will share their knowledge and experience. Special emphasis will be given to the improvement and scalability of engagement strategies and the benefits that organizations receive when choosing to adopt new technologies. Aside from the educational deep-dive, attendees will also gain access to real-world case studies, networking opportunities, and access to industry-relevant business leaders.

SaaStock Dublin

• ‍Date: Oktober, 2021 (TBA)‍
• Location: Dublin, Ireland‍
• Price: TBA
  

SaaStock is a popular event for startups and scaling businesses of all sorts. The event returns to Dublin in 2021 to attract the most innovative minds in Europe, for powerful knowledge sharing and networking opportunities. Amongst the topics of discussion, more than 4000 attendees will also learn the relevance of customer success when growing a SaaS company. Keynotes speakers will discuss tactics and strategies that can help founders and executives to maximize their efforts.

CXPA Global Insight

• ‍Date: 2021 (TBA)‍
• Location: Dublin, Ireland‍
• Price: TBA
  

Global Insight is an annual conference sponsored by the CXPA. It gather the most brilliant CX minds to share their innovative ideas and personal insights on customer service, communication trends, and customer success practises. The event is also a great opportunity to grow your network, as it allows participants to participate in 1-on-1 sessions to share their experience. It is considered to be one of the best customer service conventions in Europe and one you shouldn’t miss if you find yourself in Ireland.

Customer Loyalty Conference

• ‍Date: 2021 (TBA)‍
• Location: Gothenburg, Sweden‍
• Price: TBA
  

Understanding how to generate customer loyalty is very important for the improvement of the customer experience. This is why you might want to consider attending this event. The Customer Loyalty Conference is a great opportunity for CX professional to learn how to position their loyalty/reward programs to improve the buying process and thus the customer experience.

Mention how loyalty is incremental to the customer experience and how it helps people who read this. The event also briefly touches upon CRM strategies and customer service, which makes it great for professionals in Customer operation roles, CX specialists, and data analysts.

Best customer support conferences in Asia

As we are approaching to the end of our list with the best customer success conferences of 2021, we will briefly introduce two interesting options to attend in Asia.

International Conference on Niche Marketing and CRM

• ‍Date: 25-26 February 2021‍
• Location: Tokyo, Japan‍
• Price: 250€-450€
  

The international conference on niche marketing and CRM is a a great opportunity for founders, executives, manages, and CX specialists to improve their knowledge on upcoming communication trends. While the event is mainly focused on targetted marketing and CRM practises, it is best described as a customer engagement conference. The expert speakers will cover everything from communication and loyalty tactics to targeted marketing techniques with one single aim: to improve the bond between brand and customer.

Customer Show Asia 2021

• ‍Date: 22-23 March, 2021‍
• Location: Singapore‍
• Price: $2899 - $4699
  

Are you looking for a great customer support conference in Singapore? Then this one is a must on your 2021 list. Customer Show Asia features 80+ regional CX and contact centre experts who take it to the stage to share innovative tactics and new knowledge on the CX. In just two days, you will learn what it takes to deliver world-class customer experiences across all milestones of the buying process in order to improve retention and grow your business. For those that prefer a more “hands on” experience, there will be an opportunity to participate in numerous CX workshops but keep in mind that this comes at an additional fee (hence the price fluctuation).

Wrapping up

After browsing through some of the best customer success conferences of the upcoming year, you should be ready to fill up your 2021 calendar. While there are many options that are somewhat uncertain at the moment, we plan to keep this page updated throughout the year. So if a date or price is not announced yet, make sure you bookmark this page and return at a later point in time. 

If you wish to learn more about the different ways you can use to reach customer success, make sure you explore our blog. We have a large knowledge base with articles that satisfy even the most demanding CX professionals.

Frequently Asked Questions

If you wish to know more about the upcoming customer success conferences, make sure you explore the following questions and answers:

Are all customer success conferences 2021 happening online?

While most customer success conferences 2020 had to be canceled or were moved online, we are still uncertain about 2021. When it comes to the developments related to COVID19, we are following the news in real-time and aim to update the article if anything changes. For now, the information presented above should be taken as valid but subject to change.

With the current shift to online-first, what are some customer success trends 2021?

The concept of customer success depends on many different factors, but the ability to provide valuable and timely service might be the most important one this year:

• The importance of chatboxes and fast ticket resolving will increase, especially in sectors that have seen an increase in sales due to COVID19.
• Having experienced customer service agents provide assistance is more important than ever, as many people don’t have experience selling online until just recently.
• Consider visiting some of the customer service conferences 2021 as they will help you get a well-rounded understanding of the adaptations that need to be made.

What is the best customer success conference in Europe?

While there are many options that are worth considering, we have found that SITS 2021 by ExCel is the highlight of the year (at least for customer service professionals). When it comes to customer success as a whole - meaning managers that are involved in one or more stages of the buying experience - there are many more options to consider.

To get a better idea of the popularity of each option, check all customer success and customer experience conferences in 2019, and see which ones had the most attendees and best reviews.