Thank you to all who joined us in Miami at the
Total Customer Experience Leaders Summit.

Your enthusiasm for exchanging new practices by engaging with industry leaders and your peers made it a success.

To continue the discussions well into 2014, we encourage everyone to join the LinkedIn Group. This is a global network of customer experience professionals who share a common goal of factoring empathy into the stakeholder equation.

Subscribe to IIR emails to stay up to date on details for the 2015 Total Customer Experience Leaders Summit.

About the Summit

This year we explored the new realities of building brands and relationships in today's socially driven and data abundant world. Attendees discovered the emotional drivers that are critical in creating an effective customer story. We shined an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.

"This conference is an excellent environment for gaining insight into the customer experience. From the best practices to overcoming challenges, each speaker brings a viewpoint worth considering."

2014 Chairman Scott Swift
Vice President, Customer Information, Hunter Douglas, Inc.

Featured Speakers

Lou Carbone
Founder & CEO,
Experience Engineering
& Author, Clued in: How to Keep Customers Coming Back Again and Again

Stephen Gates
VP, Global Brand Design
Starwood Hotels & Resorts

Mark Ingwer
Ph.D., Founder,
Insight Consulting Group
& Author, Empathetic Marketing: How to Satisfy the 6 Core Emotional Needs of your Customers

Richard Margetic
Director, Global Social Media
Facebook Blog LinkedIn Twitter

Creating an emotional customer experience starts well before purchase and extends way beyond transaction.

The 2014 experience included three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.


We explored how to connect attitudinal metrics to behavioral data across the enterprise.

Data Mapping

Discovered new approaches to measuring and aligning your data.

Design Thinking

Went beyond transaction and strategized a new way forward.


Integrated insights and intelligence to get at the heart of the emotional experience.