November 2nd & 3rd, 2020,
The Highland Dallas by Hilton


November 2nd & 3rd, 2020,
The Highland Dallas by Hilton

What is

It’s an invitation-only conference for 70 CX, Product and Digital Transformation leaders who are charting the course for Customer Experience in their companies. They’ll be joined by 12 Customer Experience solutions providers. Each session is a conversation, not a presentation. We dig into real-world use cases, and ask hard questions. Our solutions providers (sponsors) are CX experts who are there to listen and brainstorm with you.

War Stories

A solution expert will moderate stories from 2 panelists about a data-driven CX initiative that was a great success or dismal failure and answer questions about what they learned. No podium, no stage, no PowerPoint.

Panel Sessions

3-person panel on a single topic moderated by a solution expert. Questions and conversation will follow. No podium, no stage, no PowerPoint.


A single expert walking us through a topic they know intimately, followed by great questions and different perspectives from both attendees and solution experts. No podium, no stage, no PowerPoint.


See what Common Sense attendees have to say about previous conferences.

Customer experience as a strategic focus is pretty new, whether it’s part of marketing, customer support or a stand-alone function. This means best practices are changing rapidly and even large companies don’t have many true experts.

Common Sense Customer Experience events bring together CX innovators from many different industries to share what’s working and what isn’t, and everybody learns.

Request an Invitation to Attend


The Common Sense CX2020 agenda has been developed with input from CX leaders across both B2C and B2B companies. Our focus is on practical, real-world solutions to the biggest obstacles to CX success.

Get More from Your Loyalty Programs

  • Loyalty programs can be perceived as an earned discount or something that really turns customers into brand advocates. We’ll discuss how to accomplish the latter.

Call Center Automation: Are You Doing it Right?

  • Brands are testing automation, chatbots, and AI to cut call center costs.
  • The all-too-common result is a temporarily happy CFO and plenty of annoyed customers and frustrated agents.
  • We’ll explore how some companies are leveraging data to improve customer experience by segmenting customers in real time to provide the right level of service.

How Companies Build Useful Chatbots and Keep Them Smart

  • Chatbots are the entry point for many companies into the universe of “AI”. They are also often dismissed as annoyingly limited and not at all intelligent.
  • We’ll discuss how companies build useful, not-annoying chatbots, and evolve them to stay that way.

Which CX Metrics Really Matter in 2020?

  • Is NPS still important? What emerging metrics should we be looking at?
  • How do you include the impact of individuals and functional groups on the metrics?

Using Data To Sell Leadership on a CX Culture

  • CX still has a credibility problem in some companies. Skeptical execs can focus on the “squishy” parts of CX and wonder where the ROI will come from.
  • Using data analytics to paint a compelling story for investment in CX can drive the executive buy-in essential for transforming a company into a CX-driven enterprise. We’ll explore some of the ways this can be done.

Connecting Stakeholders For Better CX Outcomes

  • When CX is spread across multiple stakeholders and platforms it’s easy to lose sight of the company’s strategic vision for serving customers. This session will cover not only how to connect these stakeholders, it will provide guidance about how to know what to do first.

Customer Journey Mapping Best Practices

  • How do your maps translate to execution?
  • Which software tools are offering useful innovations?
  • What overlooked tools should you be considering?

Leveraging Structured and Unstructured Customer Data

  • How and when should you integrate learnings from individual customer conversations with insights from high-volume analysis of complaints, questions, reviews or trouble tickets?
  • How does one inform the other?
  • What do you do when they are telling you different things?

Service Design Best Practices

  • How are the leaders designing services to maximize CX?
  • How do you transition between digital services and in-person services?

November 2nd

11:30 AM - 12:00 PM
12:00 AM - 12:45 AM
12:45 AM - 1:15 PM
Sponsor Capabilities Presentations
Each sponsor gives a brief capabilities presentation
1:25 PM - 2:15 PM
War Stories - 3 Sessions
2:25 PM - 3:15 PM
Panel/Roundtable Sessions - 3 Sessions
3:25 PM - 3:45 PM
Networking Break
3:45 PM - 5:30 PM
Vendor Meetings
5:30 PM - 6:00 PM
6:00 - 7:00 PM PM
Cocktail Reception
7:00 PM - 8:00 PM

November 3rd

7:30 AM - 8:30 AM
8:30 AM - 9:20 AM
War Stories - 3 Sessions
9:30 AM - 10:20 AM
Panel/Roundtable Sessions - 3 Sessions
10:30 AM - 11:20 AM
Panel/Roundtable Sessions - 3 Sessions
11:30 AM - 12:20 PM
War Stories 3 Sessions - 3 Sessions
12:30 PM - 1:15 PM
1:25 PM - 2:15 PM
Panel/Roundtable Sessions - 3 Sessions
2:25 PM - 2:45 PM
Networking Break
2:45 PM - 5:00 PM
Vendor Meetings
5:00 PM - 6:00 PM
6:00 PM - 7:00 PM
Cocktail Reception

Request an Invitation to Attend


Sales & Marketing professionals who meet our qualification criteria attend at no cost. We cover the conference program, travel, food and lodging.

You must be a sales, marketing or demand generation executive with buying authority and budget for demand generation products and services
You must be responsible for B2B demand generation in your company
You must complete a brief qualification call


Become a Common Sense CSCX20 Solution Expert

Common Sense CSCX20 is designed to provide solution experts (sponsors) with time to listen, engage and build relationships with CX leaders in US and surrounding markets.

Our CX practitioners actively seek out meetings with solution experts, so there are plenty of opportunities to build new, profitable relationships.

Companies who attended previous Common Sense conferences


Request an Invitation to Attend



The Highland Dallas by Hilton

5300 E Mockingbird Ln, Dallas, TX 75206, United States


Mitch Speers

+1 917-750-7287

Ash Prasad

+1 218-389-7816

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