The #1 Guide To Customer Experience Conferences in 2021

Industry events such as customer experience conferences are brilliant learning and networking opportunities for all CX professionals. CX events bring together like-minded individuals who share their experiences and expertise, discuss trends and innovations, and of course – dive into changing customer behaviors and expectations. CX conferences are a congregation of C-level executives, customer experience practitioners, customer service experts, support agents, and every other role that involves delivering moments of WOW to customers.

CX events and conferences shape the future of customer relationships through the launch of benchmark reports, sharing customer service tips, support best practices, and customer journey roadmap ideas. More than anything, these conferences act as a catalyst for expanding your network with customer experience professionals and learning from industry leaders across various industries.

To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences worldwide. This exhaustive guide offers key details to plan your conference calendar, including event descriptions that help you choose which ones are most relevant to you.

Note: With the ongoing global crisis, many organizers have switched to virtual conferences. We’ve also included them for you to attend to from the safety of your home.

Regions Covered:


North America

#1 North American Customer Centricity Awards – Virtual – 27th – 28th October 2021

Event agenda: ARCET Global’s Customer Centricity Awards is one of the biggest customer experience conferences and awards events in Europe. The event set to take place in North America this year presents a fantastic learning opportunity for CX enthusiasts. It is slated to be filled with leadership sessions from some of the finest, real-world CX practitioners delivering exceptional experiences to their customers. It is also a great place for up-and-coming CX professionals to get their due recognition for their customer-centric achievements with awards.

Who should attend: CXOs, CX practitioners, heads of customer experience, CX-driven organizations

Noted speakers in the previous edition: Chris Brown, CEO and Co-founder of Marketculture | Raj Sivasubramanian, Customer Experience Insights Manager at Airbnb

Noted panelists in the previous edition: Diane Magers, Founder and CEO of Experience Catalysts | Ian Golding, Customer Experience Specialist

#2 Next Generation Customer Experience (NGCX) – Virtual – 8th – 9th February 2021

Event agenda: NGCX is all about implementing customer-centric decision making and fostering customer loyalty and brand advocacy. The conference is a convention of customer experience innovators looking for ways to delight customers at every touchpoint. There’s also a fair share of UI/UX impact sessions that attendees can learn from.

Who should attend: Heads of CX, CX design experts, UX experts (all senior level).

Noted speakers: Elizabeth Oates – Senior Director of Consumer Insights at Ulta Beauty, Will

#3 Product Marketing Summit – New York, United States – 28th – 29th July 2021

Event agenda: Product Marketing Summit is a customer experience event that operates at the confluence of product, marketing, and sales. This is one CX conference that product marketers, SDRs, and pre-sales executives should really consider adding to their annual calendar. While customer success could be the biggest takeaway, you can find a sense of belonging with the product marketing community for real-world exposure, meaningful connections, and potential mentors and new hires.

Who should attend: Product marketers, members from sales and marketing functions.

Noted speakers: Diego Lomanto – VP of Product Marketing at UiPath, Jessica Angell – Director of Product Marketing at Wistia

#4 Adobe Summit (The Digital Experience Conference) – Virtual – 27th – 28th April 2021

Event Agenda: The Adobe Summit focuses on innovative ways to carve out digital experiences that leave a lasting impression on customers. The takeaways you can potentially gain from this customer summit are design-led, focusing on content & experience management, personalization, and branding strategies.

Who should attend: Frontline agents, CMOs, C-level executives, Brand strategists.

Noted speakers in the previous edition: Satya Nadella – CEO at Microsoft, Alix Hart – Global Head of Digital Marketing at NVIDIA

#5 DX Summit – Virtual 4 part series – 25th February, 27th May, 29th July, 28th October 2021

Event agenda: Workshops and sessions in the DX Summit aim to help CX professionals tackle customer-focused challenges from multiple standpoints – management, analytical, and technological. Attending this could help you bring about a transformation in customer-driven designs, AI, digital operations, and more.

Who should attend: UI experts, Digital experience heads, CX practitioners.

Noted speakers in the previous edition: Nick Allen – Global Director of Design & User Experience at GE Healthcare, Kerry Bodine – Customer Experience Coach at Bodine & Co.

#6 Customer Contact Week – Las Vegas, United States – June 28th – 1st July 2021

Event agenda: Customer Contact Week is one of the biggest customer service conferences globally, centered on customer satisfaction. CCW is also used as a platform by SaaS vendors for product launches. Be sure to mark it in your calendar if you’re looking to improve the KPIs reflected by your contact center or customer service teams.

Who should attend: Contact center executives, customer support agents, customer engagement experts.

Noted Speakers in 2019: Tony Hsieh – CEO at Zappos, Shep Hyken – Amazement Officer at Shepard Presentations


#7 The Service Desk & IT Support Show – London, England – 12th – 13th May 2021

Event agenda: SITS is all about bridging and optimizing the interface between organizations and customers. This is a customer service conference dedicated to discussions about help desks and their functionalities. It presents a great networking opportunity with top leaders and peers from the ITSM industry. SITS 2021 is not to be missed if you want to implement proven methodologies into your service desk and IT support.

Who should attend: All sorts of service desk professionals, support agents, contact center executives.

Noted speakers in the previous edition: Sanjeev NC – Product Evangelist (Freshservice) at Freshworks, Noel Bruton – IT Support Consultant/Trainer at Bruton Consultancy 

#8 European Customer Centricity Awards – Virtual – 15th – 16th September 2021

Event agenda: European Customer Centricity Awards by ARCET Global is a celebration of customer experience with enlightening customer-first conferences, real-world case studies, best business practices, and networking opportunities. The endorsement by the prestigious Customer Experience Professionals Association (CXPA) stands testament to the event’s relevance as an in-demand CX conference in Europe. Customer Centricity awards is an enormous platform for CX practitioners to share success stories, gain due recognition, and learn how to scale up their customer-centricity game. 

Who should attend: CXOs, CX practitioners, heads of customer experience, CX-driven organizations.

Noted speakers in the previous edition: Laura Tengerdi, Marketing Director at Budapest Bank | Marleen Wan Wijk, Managing Director at NeCXus

Noted judges in the previous edition: Graham Shapiro, CEO of GSD | Gokhan Kara, Customer Experience Manager at Energisa

#9 Customer Engagement Summit – Virtual – 9th – 11th November 2021

Event agenda: Customer engagement and customer service are two tightly knit characteristics of a successful loyalty program. The Customer Engagement Summit addresses this connection with speakers giving talks on creating a seamless customer service strategy that fosters customer engagement. Customer engagement can make or break a business relationship, so it’s up to us to equip ourselves with effective strategies, methodologies, tools, and techniques to excel in a disruptive environment.

Who should attend: C-level executives, Head of Customer Engagement, UX designers, Customer sales/support managers.

Noted speakers in the previous edition: Anand Roy – Regional Director of Music & Live Entertainment at The Walt Disney Company, Thomas Reby – Head of Product Support at Google


Middle East & Africa

#10 CEM Africa Summit – Cape Town, South Africa – 17th May 2021

Event agenda: Considered to be Africa’s biggest customer experience event, CEM Africa Summit is essentially a customer success summit focused on ROI. You can learn how to build a customer journey roadmap from scratch, starting with awareness to advocacy. The discussions and keynote sessions offer ways to manage CX transformation and foster an employee-driven CX culture. 

Who should attend: Customer success managers, customer experience experts, CMOs

Noted speakers: Vutlharhi Valoyi – Founder and CEO of Zulzi, Thembani Biyam – Chief Operating Officer at Orderin

#11 Gulf Customer Experience Awards – Dubai, UAE – 15th – 18th February 2021

Event agenda: Gulf Customer Experience Awards is an event that recognizes the outstanding CX efforts of individuals, teams, and organizations. No matter your designation or organization size, you are eligible to nominate yourself for exceptional customer experience deliveries. There’s a total of 15 categories that reward CX best practices adopted across varied business sectors. Apart from being an awards event, GCXA offers a great opportunity to learn from successful CX practitioners and their stories of spearheading customer experience transformations.

Who should attend: Customer-facing teams, CX-driven organizations, heads of customer experience 

Noted judges: Ian Golding – Customer Experience Specialist at Customer Experience Consultancy Ltd, Rania Mehwi – Senior Customer Experience Director at CCXP



#12 The Customer Fest Show 2021 – Mumbai, India – 3rd – 5th March 2021

Event agenda: This conference will address ways to track and meet your customers’ expectations while the business landscape is changing so dramatically, especially in the context of 2020. Find out ways to deliver agile and flexible customer journeys to win customers for life.

Who should attend: C-suite, Customer experience heads, Digital transformation heads.

Noted speakers: Shep Hyken – CX Guru and Chief Amazement Officer at Shepard Presentations, Diane Magers – Founder & CEO of Experience Catalysts

#13 CIO Leaders Australia Summit – Melbourne, Australia – 8th June 2021

Event agenda: This conference features eminent CIOs, Heads of IT, IT Directors, and technology leaders of Australia. You get to attend well-curated and targeted sessions with interactive workshops, roundtables, 1-1 personal meeting, or panel discussions. Also, get practical training in approaching, handling, and converting customers from front-line executives. 

Who should attend: Heads of IT, C-level executives, front-line associates, support teams. 

Noted Speakers: Andrew Weyer – CIO Australia and New Zealand at DHL Supply Chain, Tanya Freeman – Group Director of Information & Digital at Urbis

#14 Customer Experience Summit – Southbank, Australia – 13th May 2021

Event agenda: Join CX leaders as they discuss the importance of customer experience and leveraging emerging technologies for improved customer satisfaction and business outcomes. Unlike traditional summits, the Customer Experience Summit is interactive, collaborative, innovative, and contextual–enabling better networking opportunities with like-minded peers and even leaders. 

Who should attend: CCOs, Heads of customer experience, customer service, and contact centers. 

Noted speakers: Deanne Martin – Head of Customer Experience at SEEK, Donna Price – General Manager of People & Culture at Melbourne Cricket Club

#15 Customer Contact Week Asia – Virtual – 22nd – 24th March 2021

Event agenda: Digital transformation has opened up a plethora of opportunities in the way contact centers have been functioning. Grab your seat for CCW Asia to learn how to map out a personalized business cadence to this age of intense market competition.

Who should attend: Contact center managers, support heads, UX executives.

Noted speakers: Sandra de Zoysa – Group Chief Customer Officer at Dialog Axiata, Kavan Sito – Regional Head of Customer Operations at Shopee

#16 Customer Experience Asia Week – Singapore – 22nd – 25th November 2021

Event agenda: Recognized as Asia’s #1 CX conference, Customer Experience Asia Week is all set to enthrall you with a line-up of personalized, state-of-the-art, and innovative sessions. This is a great chance to make customer-driven decisions an integral part of your organization’s work culture. In one way, this is also a customer success conference as it involves discussions that can help boost the CX ROI and other performance metrics. 

Who should attend: CMOs, CXOs, Analysts, CX practitioners.

Noted speakers in the previous edition: Adam Geneave – Chief Customer Happiness Officer at AirAsia, Troy Barnes – Chief Customer Officer at Pizza Hut Asia-Pacific

Customer experience conferences for all regions

#17 Customer Centricity World Series – Virtual – 18th – 19th May 2021

Event agenda: Customer Centricity World Series offers a plethora of resources and case studies from renowned customer-centric organizations of the world.

Who should attend: CXOs, CX practitioners, heads of customer experience, CX-driven organizations.

Noted speakers: Alec Dalton – Sr. Manager of Global Quality at Marriott International, Holly Richardson – Digital and CX Transformation Lead at Unilever – Middle East, Egypt, Pakistan, Sri Lanka

#18 PegaWorld iNspire – Virtual – 4th May 2021

Join the discussions and thought leadership sessions on future-proofing your customer lifecycle with the right technology. More details to follow soon.

Upscale your CX efforts and create meaningful peer-peer connections

Customer experience conferences are a great way to establish connections and create a network of like-minded individuals. Convince your organization to fund your visit by jotting down the use-cases the conference offers and the value it adds to your organization’s existing customer-facing practices. You could even use this “convince your boss” letter template, which contains the ins and outs of the Refresh customer experience conference–if you’re looking for an inspiration to write a strong case of why you need to attend a conference.

What you can also look for is if the materials of customer experience conferences are available online. Recorded versions of leadership sessions, keynote speaking, and workshops are sometimes made available as soon as the conference ends. Make the best of exciting new trends and innovations from customer service experts that can help better your customer success KPIs from the grassroots level.

Have we missed any of your favorite customer experience conferences? Do comment with the event details so we can add them to our growing list! Also check out the Freshdesk-Opinyin integration to instantly empower your team with next-level customer experience measurement, all from inside Freshdesk.