A major part of AMA Boston’s mission is to offer our members and guests access to cutting-edge knowledge and leading marketers. The CX 20/20 event will feature a panel of experts to discuss the new imperative for marketers to optimize and manage the full customer journey as a strategic advantage (Before, During and After) to sustain brand engagement, drive revenue growth and increase the LTV of the customer. 

Take-Aways for Attendees:

  • How to champion Customer Experience as a “ C Suite” strategic imperative
  • New how-to questions and tactics for when and how to interact with your customers along their journey
  • Actionable framework for creating compelling B2B and B2C holistic customer experiences that drive sustained brand engagement
  • How to scale the framework for repeatable long-term success
  • Techniques for effective customer engagement through technology
  • Case studies/examples of how increasing LTV improves the bottom line
  • Insights from customer centric leaders winning the hearts and minds of their customer
  • New research on Best-in-Class customer experience strategies

Key Questions That Will Be Answered

  • Why does customer journey optimization expand product use, create brand advocates and reduce churn?
  • How does technology enable effective measurable interactions?
  • What role does content play at each touch point? How is it leveraged to benefit the customer and the bottom line?

June 4, 2015
Location: District Hall
75 Northern Avenue
Boston, MA 02210


  • 5:00 – 6:00 pm: Members Only Book Signing:
    (expect 20-30 attendees)
  • 6:00 – 6:45 pm: General Attendee Networking & Speakers’ refreshment break (Apps and Cocktails)
  • 6:45 – 7:00: AMA Welcome & Opening Remarks
  • 7: 00 – 8:30 Customer Experience 2020 Panel; 3 -4 speakers panel with moderator

Opening Presentation 

Details coming soon.

Panel Discussion

Details coming soon.

Q&A session will follow the panel discussion

Who Should Attend

  • C level, SVP, VP, Director, Senior Manager and Middle management level
  • B2C companies and B2B companies: Boston-area brands companies, advertising agencies, digital agencies, media agencies, publishers, production agencies, professional verticals (law firms and financial groups), educational institution, financial institution, healthcare, technology


  • William Bullard

    William Bullard is a strategic marketer with extensive experience in the Internet, digital marketing, database marketing, content, and many related areas. His career was in direct marketing and wireless communications before he moved into education marketing. He recently founded EdChanges to help institutions leverage strategic marketing in a fast-changing landscape.