the premier community for the modern CX leader
Sept 26 & 27, 2024 in Denver, CO
Learn from your industry peers about trends in CX, hear thoughtful advice on growing and scaling teams, and get insight into how brands of all sizes are evolving their customer experience solutions.
2 DAYS, 200 CX LEADERS, & YOU
There’s more to customer experience than just answering an email really fast, and ElevateCX® is where people who take CX seriously can find deep, engaging education that they can use to train their teams. Our attendees are CX practitioners, managers, team leads, and others on the front lines with customers each day.
We're back for our 42nd ElevateCX® event, this time in Denver, CO. We'll bring inspiring talks, engaging workshops, and networking opportunities to motivate and connect you. This in-person event is the perfect platform for all customer experience leaders to learn, share, and grow together.
What makes ElevateCX different?
This isn’t our first rodeo
Our first ElevateCX® event was in 2012 in San Francisco, and since then, we’ve produced over 40 events all over the world and showcased over 300 speakers on stage from companies like Google, Atlassian, Slack, and Zendesk. We curate talks to be on-trend, tactical, and practical for all attendees.
Empowering
Stories
We believe that everyone has a story to tell that can encourage, empower, enlighten and inspire someone in the world. We’re dedicated to telling stories that will resonate with CX leaders no matter where they are in their career journey.
Genuine, Sustainable Community
Our return rate for attendees is over 80% each year, leading to an authentically connected community that thrives even after our conference has wrapped. Join us in our thriving Slack community to ask questions, share wisdom, and make new connections with other CX leaders.
Continuing Education
We don’t believe in mountaintop experiences, we focus on creating sustainable educational resources throughout the year. From bi-weekly Masterclases to our podcast and FXCO program, you’ll be well integrated into our community at lightning speed.
Peer-to-Peer Learning
People learn best from people who are a reflection of their own lives. We focus on bringing peer leaders to the stage to empower and encourage in an accessible way and we do not hire professional speakers or celebrities.
No frills,
all thrills
We are a vibrant, young community of CX leaders who aren’t interested in suits and ties, heavy sponsor promotion, or profit-driven resources. We’d never take equity from a sponsor partner and maintain a strong code of ethics for who we partner with.
Meet Our Speakers
Click that handy + symbol for talk summaries!
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Leverage Your Transferrable Skills for a Career Change
I've got some stories and concrete, tactical tips for making a career change by leveraging transferrable skills. This talk is useful for support pros who want to help friends get into or out of customer support. It's also for managers who want to help their staff craft new roles for themselves within their company or even move to another company.
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Dedicated CX Leader and Coach
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Why Neurodiverse People Excel in Support
Along with busting some myths about ADHD and ASD, I will highlight how traits often viewed as drawbacks are actually the bedrock of the incredible talents many neurodiverse individuals possess.Viewing these talents specifically in a support context, neurodiverse individuals frequently possess the dual strengths of enhanced empathy and a profound grasp of technology. Additionally, a desire to dive deep and solve problems makes for excellent troubleshooters.
Although there are, of course, drawbacks. Neurodiverse people can be sensitive to burnout and negative feedback. I will highlight ways to approach managing neurodiverse people in a way to avoid these and other potential downfalls so they can always be at their best.
Ending on a good note, I can also talk about how to attract neurodiverse people to your company potentially, and how to draw out the best in people when interviewing them."
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Happy, Proud, Not Yet Satisfied: A Personal Journey Mapping Workshop
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Developing a Positive, Human Approach to Performance Management
I’ll be talking about performance management. We’ll discuss how to address low performers in a way that motivates them to improve, how to elevate your middle performers, and how to maintain engagement and growth in high-performing agents or managers. I feel strongly that these things can be achieved by establishing trust and investing yourself in their success. It sounds simple, but the way we approach trust and personal investment can easily fall short and prevent us from improving performance.
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In this talk, we'll dive into a useful guide on distinguishing various AI tools for Customer Experience. With so many AI tools out there for enhancing customer experience, we’ll break down an easy-to-follow framework to help identify the ones most suitable for a company's unique needs. We'll explain how to evaluate and choose the best solutions strategically.
The talk will also include practical examples, demonstrating how these tools can be applied in specific use cases. By the end of the session, attendees will have a clear understanding of how to pick the AI tools that work best for their CX teams.
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CX Careers Don't Have to Suck
You might have ended up in a CX career intentionally or by happenstance. Maybe you took the first good job that came along upon entering the workforce, or maybe you had skills that seemed like a match, such as problem solving, communication, or empathy. However it happened, you’re here now and career mapping can be a little weird in CX roles. Upward movement can be hard, lateral movement can be confusing, and you have to find the right people in your corner no matter which part of the maze you end up in.
In this talk Kat will go over her own career trajectory, how she made things happen, and lessons learned through moving ~20+ team members into new roles within and outside of support."
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Building Your Legacy as a CX Leader
I turned 40 this year and have been thinking about the first two decades of my career. I’m roughly halfway through my working life and want to know that what I’ve done matters. I can guarantee that very few people will have lasting memories of the work I did building an efficient Zendesk instance or how I shaved 15% from my budget three years running.Society measures career success by the size of your paycheck, or the type of car you drive. I posit that a much better measure of success is the career trajectories of the folks who have worked for you and the lives in which you've had a positive impact.
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Who Me, The Black Girl?
McKinsey & Company’s 2021 Women in the Workplace study. While it sheds light on some of the distinct experiences of Black women, it is by no means comprehensive. Women face multiple and intersecting biases due to many aspects of their identity.They experience more microaggressions than other groups of women, and are three to four times as likely as white women to be subjected to disrespectful and “othering” comments and behavior. They are also less likely to report that their managers check in on their well-being or help them balance priorities and deadlines.
I want to discuss the following as key takeaways for leaders to consider when managing leaders of color:
Black women experience a higher number of microaggressions compared to other groups of women.
- They are three to four times more likely than white women to face disrespectful and "othering" comments and behavior.
- Black women are less likely to receive support from their managers in terms of well-being and balancing priorities and deadlines.
- Imposter syndrome has a significant impact on black women, leading to a constant need to be perfect.
- Biased comments disguised as compliments, such as being called "articulate," can contribute to stereotypes and assumptions about black women's behavior and emotions.
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Founder of ElevateCX
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The Other Side of Empathy
In Support, we often hire for, celebrate, and focus on empathy as the primary motivation and mark of a good Support Professional. But has this hurt us as a profession? Has this hyperfocus on empathy held us back, hurt us, or led to imbalanced organizations? More importantly, what would it look like to build a Support team around more than just empathy?
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Same Page, Different Playbook - Busting Support Team Myths
We're going to explore the misconception that the challenges a support team faces are unique and isolated. Reframing these issues from unique to shared will help us overcome perceived limitations and create shared learning and success.
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Screw Your Metrics - Unpacking What Your Customers Say, Versus What They Do
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Measuring CX through the Customers' Eyes
No customer has ever said "I am so happy that ticket only took 3 mins instead 4" or "I am so glad that 98% of customers are satisfied, even though I am not". Yet these are things we put gold stars next to on our dashboard.
When we measure customer experiences in support, we often focus on how our team is performing. Has average call time reduced? Has CSAT risen? Are first contact closes more frequent? These measures are not reflective of how the customer experiences our service. Do customers feel rushed off the phone? What about the experience of those who don't fill out the CSAT form? Do single-response tickets reduce personalization and feel robotic? We need to look at the customers' perspectives, not at our own. This presentation will explain how you can rethink measuring CX as the customer sees it.
Attendees will be shown a metrics framework that can help them improve how they measure customer experience by combining the value a customer wants and the implicit or explicit feedback they give at each touch point in the customer journey.
Get Your Tickets
Location
We’re headed back to The Curtis in Denver for 2 days of perfectly planned activities. Book your room with our generous discount code using the link below:
Casa Bonita?!
Thanks to our wonderful sponsors, we’re hosting dinner on September 26 at the iconic Casa Bonita for 40 of our attendees (on a first-come basis!). Make sure you RSVP when purchasing your ticket ;)
Schedule & FAQs
Check out some answers from our founder to frequently asked questions about our event!
Wednesday, Sept 25
We’ll host an informal and casual social hour for attendees arriving in Denver a bit early.
Thursday, Sept 26
Day 1 doors open at 9 am. Pick up your badge, grab some coffee, and get ready for a big day of talks and curated social time. Talks kick off at 10 am and run until 4 pm. A full buffet lunch will be served, and we’re headed to Casa Bonita for dinner around 6pm. (Seats are limited for this dinner; registration is required!)
Friday, Sept 27
After morning yoga, meditation, or discussion, join us for brunch from 9-11 am. You’ll have time to catch up on work, mingle with attendees, or chat with some of our speakers about their talks. Talks run 11 am-3 pm, and a fun wrap party will be held immediately following talks.
Saturday, Sept 28
Time to head home! Before you go, consider having breakfast with the fellow attendees and new friends you’ve made, or join us for a mid-morning hike not far out of town. (More details will be sent to all registrants!)