CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Jeffrey Easton


VP, User Research & Metrics
Goldman Sachs

Check out the incredible speaker line-up to see who will be joining Jeffrey.

Download The Latest Agenda

Day Two July 22, 2020 Channel of Choice – The Future of Customer Touchpoints

Wednesday, July 22nd, 2020


4:10 PM Lightening Case Study Rounds: – a 360-View On Designing for Human Behavior: A Research Perspective

Your ultimate goal is to gain new customers, and deepen relationships with your existing customers. Understanding how and why your customers behave is one of the most crucial means to this end, especially through a research perspective. During this session, you will hear from three researchers and practitioners who will share 8 minute, quick, sharp mini-case studies.

Lightening Round #1 
Jennifer Schiffman, Portfolio Lead, The Northern Trust

Lightening Round #2
Jeffrey Easton, VP,  User Research & Metrics, Goldman Sachs

4:40 PM Lightening Case Study LIVE! a 360-View On Designing for Human Behavior: A Research Perspective

As a follow-up to our Lightening Case Study Rounds, the speakers will remain on stage to answer your questions for a conversational panel!  Additionally, panelists may touch on: 
• Partnering with researchers to gain deeper insights into your customers behaviors  and patterns
• Real-world examples of when  research works and when it doesn’t  
• Building experiences around the mentality of your customer

Day Three - July 23, 2020 Back To The CX Future

Thursday, July 23rd, 2020


10:00 AM Keynote: Accessibility in CX: Setting Up for Success

Is your organization considering customers with disabilities when you architect your customer experiences? If the answer isn’t a resounding: YES!, then you cannot miss this session.  With a wealth of experience in this area, having set up an accessibility assessment practice at JPMorgan Chase during his 10 years there, and more recently at Goldman Sachs, Jeffrey Easton will share his insights and lessons learned around accessibility in CX. 
• Gain insights into the unique needs and expectations of disabled customers 
• Discuss how their experience with our brands is a strong competitive differentiator 
• Discover the tools and processes for assessing how the disabled experience your brand and touchpoints
• Learn how to create a long-term mitigation plan for the CX-related accessibility issues you discover

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