SUMMIT NEWS

At Monster Mini Golf customer experience is all about fun

29 MAY 2024

At Monster Mini Golf customers find fun no matter what their age as the entertainment center provides experiences for the entire family. CEO Chris King will be sharing his CX strategy at the upcoming ICX Summit.

ICX Summit keynote: Tapping customer engagement drives big shoe brand success

29 APR 2024

Neely Woodson Powell, founder of the Charleston Shoe Company, will be a keynote speaker at the upcoming ICX Summit taking place Sept. 9-11 in Charlotte, North Carolina.

ICX Summit celebrates 8th year this September

26 APR 2024

The ICX Summit kicks off Sept. 9-11 in Charlotte, North Carolina, with notable keynotes and panelists on a wide range of retail customer experience topics.

Nominations open for 2024 Elevate Awards

1 MAR 2024

Nominations are now being accepted for the 2024 Elevate Awards which will recognize and honor organizations effectively leveraging technology to elevate the customer experience.

ICX intros ICX, BCX Advisory Council

18 JAN 2024

Networld Media Group, the parent company of the ICX Association, is transitioning the Interactive Customer Experience Association Board to the Interactive Customer Experience and Bank Customer Experience Advisory Council.

Revolutionizing self-service: A peek into the future at the ICX Summit

17 OCT 2023

A panel of industry experts convened to discuss this and strategies for businesses during this year’s Interactive Customer Experience Summit in Charlotte, North Carolina.

How to drive a successful customer experience strategy

11 OCT 2023

How can you build an end-to-end customer experience that works for your organization? The closing keynote at the Bank Customer Experience Summit took a closer look at this topic.

Decoding Gen-Z: 5 rules for success

6 OCT 2023

Perhaps no generation in history has been more discussed, courted and feared as Gen Z. But what makes this group of consumers tick, and how can companies future-proof their strategies by using proven, data-based information instead of rumor and fear-mongering?

How White Castle, Clutch Coffee fixing drive-thru issues

29 SEP 2023

With emerging technologies, including AI, changing the look and feel of the drive-thru experience, operators are future-proofing their operations

Is the metaverse worth it?

22 SEP 2023

What is the metaverse good for? A panel at the Interactive Customer Experience Summit debated this topic.

ICXA honors 5 Elevate Award winners at annual summit

13 SEP 2023

The Interactive Customer Service Association announced winners of the 2023 Elevate Awards Tuesday evening during the annual summit in Charlotte, North Carolina.

How to cut costs with delivery

13 SEP 2023

Third party delivery got big during COVID-19 but can also cost restaurants a lot. How can restaurants save money?

AI won’t replace employees, it will make CX better

12 SEP 2023

A panel at the Interactive Customer Experience Summit in Charlotte from Sept. 11 to 13 tackled AI head on and how its real benefit is to improve the customer experience, not replace humans.

How Dave’s Hot Chicken wins with authenticity

12 SEP 2023

Dave’s Hot Chicken went from a parking lot pop-up to a fast casual juggernaut. The opening keynote at the Interactive Customer Experience Summit in Charlotte from Sept. 11 to 13 took a look at how the brand did it.

Growth igniting at Dave’s Hot Chicken

31 AUG 2023

Los Angeles-based Dave’s Hot Chicken, which recently took the top spot on FastCasual’s 2023 Top 100 Movers & Shakers list, is on track to end the year with 170 locations thanks to an influx of deals, store openings and menu innovation.

Dave’s Hot Chicken cofounder, president keynoting Interactive Customer Experience Summit

30 AUG 2023

In their Sept. 11 keynote address, “Igniting Fandom: How Dave’s Hot Chicken Created an Authentic Following, Arman Oganesyan, cofounder and CBO, and President Jim Bitticks will discuss the marketing innovation behind the parking lot pop-up’s journey from operating one location to entering the metaverse.

Interactive Customer Experience Summit panel to discuss common drive-thru issues

30 AUG 2023

The summit session “Fixing the Drive-Thru Conundrum” will dissect the challenges that have long plagued drive-thru operations. From lengthy wait times to order inaccuracies, these hurdles have prompted the industry to seek creative solutions that harmonize convenience with efficiency.

Thinking about adding self service? Don’t miss this ICX Summit session

22 AUG 2023

Customers want to take control of their interactions more than ever, and are opting for self service in nearly every possible venue. Fortunately, businesses and organizations have more tools at their disposal to offer customers a self service option.

Kendra Scott, Farmer’s Fridge, Bluestone Lane execs discuss technology, training at ICX Summit

14 AUG 2023

Tech-savvy customers expect a seamless experience, no matter how they interact with your company, which means employees must have the tools and training they need to deliver that experience.

ICX Summit early bird registration ends Aug. 11

7 AUG 2023

Early bird pricing officially ends on Aug. 11 for the Interactive Customer Experience Summit from Sept. 11 to 13.

ICX Summit goes local in Charlotte with tours for attendees

3 AUG 2023

This September’s Interactive Customer Experience Summit will feature live tours across leading business locations in Charlotte, North Carolina.

ICXA To Honor Elevate Winners at 7th Annual Summit

20 JULY 2023

The ICX Association will honor five companies as winners of the 2023 Elevate Awards during a ceremony at its upcoming annual conference, the Interactive Customer Experience (ICX) Summit.

Exclusive: De-mystifying Gen Z with data — E.J. Kritz introduces breakthrough study

14 JULY 2023

Exclusive interview with E.J. Kritz, EVP, Training & Customer Experience at APC, joined Daniel Brown, editor at Networld Media Group, to discuss the truth about Gen Z according to data from a breakthrough study just completed by APC.

2023 ICX Summit: Crafting an inclusive experience

14 JUNE 2023

Inclusivity, within the retail and banking customer environment, is the focus of a panel talk at the upcoming Interactive Customer Experience Summit in Sept.

3 reasons to attend this year’s ICX Summit

25 MAY 2023

Mark the date — Sept. 11-13, 2023 — to network with peers, learn about retail innovations and get a firsthand look at the latest technologies driving customer experience in the retail environment.

Bank Customer Experience Summit keynote to address how to gather actionable customer data

12 MAY 2023

One of the biggest challenges for any business is how do to understand its customers and how to act on that knowledge. The keynote address for the Bank Customer Experience Summit, held from Sept. 12 to 13 in Charlotte, North Carolina, will address this question.

How AREA15 leverages data to lift the customer experience

9 MAY 2023

Mark Stutzman, chief technology officer of AREA15 in Las Vegas, will speak on ‘Leveraging Data to Improve the Customer Experience and Journey’ at the Interactive Customer Experience Summit on Sept. 12, 2023 in Charlotte. Stutzman explains the technique and power of crafting experiences for AREA15 visitors.

ICXA announces 2023 Elevate Awards

26 APR 2023

Nominations are open for the 2023 Elevate Awards, including companies across all industries and of all sizes. Elevate Awards winners will be announced and celebrated during a ceremony held September 11-13, 2023, in Charlotte, NC, at the seventh annual ICX Summit.

ICX Summit celebrates 7th year with September event

18 APR 2023

The Interactive Customer Experience Summit, which is celebrating its seventh year, is a dual event in 2023 featuring the Bank Customer Experience Summit.

Bank Customer Experience Summit to join forces with ICX Summit in 2023

31 JAN 2023

2023 will be a big year for the Bank Customer Experience Summit, which gathers bankers, self-service vendors and fintechs to network and discuss banking trends. This year, the summit will be combined with the ICX Summit from Sept. 12 to 13 in Charlotte, North Carolina.

The challenges of new technology

10 AUG 2022

Deploying technology brings a host of challenges, from what to invest in and how to get staff to embrace the new tools.

Build it or buy? Debating best approach to customer service platforms

7 JUL 2022

Brands often grapple with a difficult decision — whether to build their own interactive system or hit the market and buy one. It was the topic of discussion at the June 3 general session “Build It Or Buy It? What You Should Consider First” at the ICX Association Summit in Columbus, Ohio.

Video: ICX Summit Highlights, June 1-3, 2022

1 JUL 2022

The annual Interactive Customer Experience Summit was held Jun 1-3 at the Hilton Columbus at Easton in Columbus, Ohio. Check out the video highlights!

How retailers can eliminate friction in customer experience

30 JUN 2022

The pressure to make purchasing easy and quick has never been more intense and that’s why retailers need to remove friction from the customer journey.

Indiana Pacers trust data to deliver best customer experience

10 JUN 2022

Taylor Bloom and Sydney Lesko, both with Pacers Sports & Entertainment, kicked off a full-day of sessions at the Interactive Customer Experience Summit with “How the Indiana Pacers Scored Big with Automation and Data-Driven Decision-Making” on June 2 at the Hilton Easton hotel in Columbus, Ohio.

AI and where it stands in the retail industry

9 JUN 2022

While the use of artificial intelligence has grown throughout several industries in recent years, there is still a great deal of mystery surrounding AI. This was the focus of the breakout session “AI and Machine Learning: Where Are We Now?” at the ICX Summit at the Hilton Easton hotel in Columbus, Ohio on June 2.

Attendees, sponsors process learning, engagement at ICX Summit

6 JUN 2022

The Summit, held at the Hilton Columbus at Easton, gave attendees a chance to see hands-on demonstrations on customer experience technology developed by the Summit sponsors.

ICXA honors 2022 Elevate Award winners at annual Summit

2 JUN 2022

ICXA honors 10 Elevate Award winners at the 2022 Interactive Customer Experience Summit in Columbus, Ohio.

ICX keynote: Lean on quality employees to innovate, grow

2 JUN 2022

“Get your house in order.” That was Andrew Laudato’s opening message at the Interactive Customer Experience Summit Wednesday at the Hilton at Easton hotel in Columbus, Ohio. Laudato, EVP and COO of The Vitamin Shoppe, provided the opening keynote, ‘Fostering Innovation: How to Create an Environment Where Innovation Thrives.’