The Walker B-to-B Customer Experience Summit will feature a one-of-a-kind program with inspiring keynote presentations, practical case studies, relevant breakout sessions, intriguing discussion groups and great networking. Attendees will have a chance to pick from more than 25 different CX topics to discuss and explore with customer experience leaders from a broad range of leading B-to-B companies.


From the opening workshops on Tuesday afternoon to the celebration on Thursday afternoon, you won’t want to miss a thing. Here’s the latest agenda for the CX Summit:

12:30 pm – 2:30 pm Pre-Summit Workshop:
Understanding Your Market to Leverage the Customer Advantage
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3:00 pm – 5:00 pm Pre-Summit Workshop:
Designing Breakthrough Customer Experiences
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5:00 pm – 6:00 pm Client-Only Welcome More Info
6:00 pm – 6:30 pm New to the Walker Summit? More Info
6:30 pm – 7:30 pm Reception More Info
9:00 pm Nighttime Networking - Hotel Bar More Info

7:30 am – 8:15 am Breakfast
8:30 am – 9:30 am Welcome and Opening Keynote More Info
9:45 am – 10:15 am NEW RELEASE: Creating the Customer Advantage More Info
10:15 am – 10:30 am Practitioner Story  
11:00 am – 11:45 am BREAKOUT SESSIONS
  Taking the Lead on CX Innovation More Info
  Leveraging a Cross-Functional Team to Drive Action More Info
  Creating a Dynamic Customer Intelligence Approach More Info
11:45 am – 12:45 pm Lunch
12:45 pm – 1:45 pm Tips and Tools for Creating the Customer Advantage – Roundtable Discussions More Info
2:00 pm – 2:45 pm BREAKOUT SESSIONS  
  Creating Value for All Stakeholders More Info
  Change Management More Info
  Customer Perceived Impact More Info
3:15 pm – 4:30 pm GENERAL SESSION: Keynote, Practitioner Stories, Walker Update More Info
6:00 pm Reception and Dinner
9:00 pm Nighttime Networking More Info

7:30 am – 8:15 am Breakfast
8:30 am – 9:30 am KEYNOTE PRESENTATION More Info
9:45 am – 10:30 am GENERAL SESSION: Walker Study & Practitioner Stories More Info
11:00 am – 11:45 am BREAKOUT SESSIONS
  Aligning CX and Your Brand More Info
  Customer Emotion More Info
  Forecasting the Business Impact of CX Change More Info
11:45 am – 12:45 pm Lunch
12:45 pm – 1:30 pm BREAKOUT SESSIONS
  Building an Engaged Customer-Focused Workforce More Info
  Increase the Speed to Action With Experiments More Info
  The Latest and Greatest in CX Analytics More Info
2:00 pm – 3:00 pm KEYNOTE & WRAP UP More Info
3:00 pm – 5:00 pm

CX Celebration

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