Upcoming Events

Join us for The Mid-Atlantic CX Forum’s final member event of 2025 — a festive Holiday Networking Happy Hour!

Event Details
Date: Thursday, December 4th 2025
Time: 4:30 pM - 7:00 PM
Location: Autograph Brasserie
Address: 503 W. Lancaster Ave, Wayne PA 19087

As we close out an incredible year of growth, collaboration, and shared insights from our 2025 event curriculum, we’ll gather to celebrate the collective achievements of our community. This is a wonderful opportunity to connect with fellow leaders and executives in a relaxed, social setting to reflect on the year’s learnings, strengthen relationships, and spark new ideas for the year ahead.

Together, we’ll toast to a year of shared learning, new connections, and the collective progress of our community.

Not yet a member?

This is the perfect opportunity to join us, experience the collaborative spirit and open exchange that define the Mid-Atlantic CX Forum, and see firsthand the value of being part of a network dedicated to advancing customer experience leadership.

Join industry leaders for an exclusive half-day summit.

Event Details
Date: Thursday, January 22nd 2026
Time: 11:30 AM - 4:30 PM
Location: The Circuit
Address: 851 Duportail Rd, Chesterbrook PA 19087

Who Should Attend?

CX Executives & Leaders

• Senior CX leaders driving organizational transformation and are responsible for ensuring customer experience initiatives deliver measurable business value.
• Executives seeking frameworks and strategies to overcome adoption barriers, build change-ready cultures, and turn CX investments into sustainable growth drivers.
• Leaders who want to master the human side of change management, from stakeholder engagement to communication strategies that accelerate implementation and adoption.

IT Executives & Leaders

• CIOs, CTOs, and IT leaders who recognize that technology implementation is only the beginning, adoption and behavioral change drive real ROI.
• Leaders seeking to position IT as a change enabler, bridging the gap between technical deployment and organizational readiness.
• Professionals interested in learning how to support business teams through technology transitions while building resilience and reducing change fatigue across the organization.

Cross-Functional Leaders & Influencers

• Professionals in operations, training, communications, and HR who play critical roles in driving change adoption and employee engagement.
• Senior managers who want to understand how to align cross-functional teams around change initiatives and create momentum that sustains beyond go-live.
• Those interested in peer-to-peer learning, real-world case studies, and proven methodologies for turning change management from a checkpoint into a competitive advantage.

Join industry leaders for an exclusive half-day summit.

Event Details
Date: Wednesday, November 12th 2025
Time: 11:30 AM - 4:30 PM
Location: The Circuit
Address: 851 Duportail Rd, Chesterbrook PA 19087

AGENDA

11: 30PM – 12 PM | Registration & Lunch  

12 PM – 12:30 PM | Opening Framing & Icebreaker  

12:30 PM - 1:30 PM | Opening Panel
 “Taking It Home: How CX & IT Will Rethink Vendor Selection in 2026” 
Leaders share how they approach this process today and what cultural/organizational shifts they expect.  

1:30 PM – 1:45 PM | Break  

1:45 PM – 2:30 PM | Dual-Track Workshops 
CX Leaders Track: 
“Speaking Tech Without the Jargon: The Questions Every CX Exec Needs to Ask” 
Equip CX leaders with practical language and frameworks to engage IT on requirements. 
IT Leaders Track   
“From Gatekeepers to Guides: Redefining IT’s Role in Business-Led Tech Decisions” 
Explore how IT can move from “it won’t work” to enabling the business with the right guardrails. 
 
2:30 PM – 3 PM : Share outs and Interactive Roundtable:  
“Bridging the Divide: CX and IT Leaders Face Off (and Find Common Ground)” 
Live exchange where CX and IT leaders present objections, challenges, and expectations to each other in real time 
 
3 PM – 3:15 PM | Break  
 
3:15 PM – 4 PM | Fireside Chat: “When CX & IT Finally Got It Right” — a joint success story from a real-world leader pair 

Join us for The Mid-Atlantic CX Forum’s final member event of 2025 — a festive Holiday Networking Happy Hour!

Event Details
Date: Thursday, December 4th 2025
Time: 4:30 pM - 7:00 PM
Location: Autograph Brasserie
Address: 503 W. Lancaster Ave, Wayne PA 19087

As we close out an incredible year of growth, collaboration, and shared insights from our 2025 event curriculum, we’ll gather to celebrate the collective achievements of our community. This is a wonderful opportunity to connect with fellow leaders and executives in a relaxed, social setting to reflect on the year’s learnings, strengthen relationships, and spark new ideas for the year ahead.

Together, we’ll toast to a year of shared learning, new connections, and the collective progress of our community.

Not yet a member?

This is the perfect opportunity to join us, experience the collaborative spirit and open exchange that define the Mid-Atlantic CX Forum, and see firsthand the value of being part of a network dedicated to advancing customer experience leadership.

Omnichannel CX Strategies: Unifying Customer Touchpoints

Join us in Villanova, PA, for an energizing afternoon of networking, collaboration, and strategic learning designed for CX leaders, IT executives, and revenue cycle innovators. This exclusive Mid-Atlantic CX Forum Membership Lunch & Learn will focus on how to unify customer touchpoints into a seamless omnichannel experience, helping you stay ahead of evolving customer expectations and technological change.

 
Event Details
Date: Thusday, October 16th 2025
Time: 11:30 AM - 1:30 PM
Location: LaScala's Fire
Address: 789 E. Lancaster Ave, Villanova, PA 19085

Why Attend?
This interactive session is more than a networking lunch, it’s a strategic deep dive into the future of customer experience management. You’ll have the opportunity to:

Learn from leading experts about emerging trends in cloud contact center technologies, from AI-driven automation to advanced analytics.
Explore best practices for designing omnichannel journeys that integrate voice, digital, and self-service touchpoints into a cohesive customer experience.
Connect with fellow CX, IT, and revenue cycle leaders to exchange ideas, challenges, and success stories from across the region.
Discover actionable strategies to optimize your current contact center infrastructure 
 
Event Theme: Omnichannel CX Strategies
The focal point of this session will be “Omnichannel CX Strategies: Unifying Customer Touchpoints.” Attendees will gain practical insights into how organizations are:

Breaking down silos between digital and voice channels.
Leveraging cloud technologies to create frictionless, personalized interactions.
Building resilience and agility in CX operations to adapt to shifting customer needs.
Enhancing both customer satisfaction and employee experience through unified platforms.
Our industry-leading Solution Partners will share real-world case studies, proven strategies, and hands-on perspectives on the tools shaping the future of CX.

 
Who Should Attend?
This Lunch & Learn is ideal for professionals who want to elevate customer and employee experience strategies, including:

CX and Contact Center Leaders
IT and Cloud Infrastructure Decision-Makers
Revenue Cycle & Operations Executives
 
Don’t Miss Out
This event is your opportunity to reimagine customer experience through the lens of omnichannel strategy. Walk away with actionable insights, stronger regional connections, and a clearer vision of how to align your organization’s touchpoints into one seamless experience.

We look forward to welcoming you in King of Prussia for an afternoon of ideas, inspiration, and impact.

Register Now and Secure Your Spot!

Thank you to our Trusted Solution Sponsors, Profound & Five9.

Event Details:

Date: Wednesday, September 14th 2025

Time: 12 PM - 1 PM

Location: Zoom

Agenda:

Welcome & Sponsor Introduction (5 minutes)

Quick informative introduction of trusted solution sponsor Vonage

Virtual Member Meet & Greet (10 minutes)

Welcome & introductions

Ice breaker activity

Member Spotlight (20 minutes)

Presenter: Trish Wethman, Advisory Board Member

Topic: Change is the New Experience

     * How accelerating change challenges traditional CX frameworks

     * The role of AI, talent development, and customer trust in shaping modern experiences

     * Vision-driven change and the evolving role of CX leaders as “Chief Alignment Officers”

Hot Topic Discussion (20 minutes)

Topic:"Navigating Change at Velocity — Balancing Innovation, Customer Comfort, and Employee Alignment"

Facilitator: Trish Wethman

Interactive discussion exploring how CX leaders can adapt quickly while maintaining customer trust and employee engagement

Wrap-Up & Next Steps (5 minutes)

Key takeaways and closing remarks

Future-Ready Workforce Summit

Transform Your Workforce Strategy for the Digital Age

Event Details:

Date: Tuesday, September 16th 2025
Time: 11:30 AM - 4:30 PM
Location: The Circuit
Address: 851 Duprtail Rd, Chesterbrook PA 19087

AGENDA:

11:30 AM - 12:00 PM: Registration & Networking Lunch

12:00 PM - 1:00 PM: Keynote Address
"Building a Future-Ready Workforce: Beyond Technology"

1:00 PM - 1:15 PM: Refreshment Break

1:15 PM - 2:45 PM: Executive Panel Discussion
"The Human Element of Digital Transformation"

Our cross-functional panel of HR, CX, and IT leaders will share insights on:

• Creating employee buy-in for organizational change
• Developing effective upskilling and reskilling programs
• Building cross-departmental collaboration frameworks
• Leveraging AI and automation while empowering human talent
• Measuring success beyond technical implementation

2:45 PM - 3:00 PM: Networking Break

3:00 PM - 4:00 PM: Interactive Workshops 
Small-group discussions addressing real-world transformation challenges

4:00 PM - 4:30 PM: Open Networking & Closing Remarks
Solidify connections and discuss key takeaways

Join industry leaders for an exclusive half-day summit exploring the human side of digital transformation. While technology evolves rapidly, success hinges on how effectively organizations engage their employees throughout change. Our distinguished speakers and panelists will share proven strategies for workforce empowerment, development, and communication that create lasting transformation.

This summit focuses on the most critical element of successful transformation: people. Join us to discover how leading organizations are equipping their workforce with the vision, tools, and support needed to thrive amid technological change.

Please join us for our next event that will cover "Cybersecurity in CX: Protecting Customer Data"

 
Event Details:

Date: Wednesday, June 11th 2025

Time: 8:30am - 10:30am

Location: The Circuit, 851 Duportail Rd, Chesterbrook PA 19087

 
Who Should Attend?

This exclusive breakfast networking event is ideal for:

• CX Leaders
• Revenue Cycle Executives
• Compliance Officers
• Technology Officers
• Operations Leaders
• Digital Transformation Specialists 
  
  Join fellow professionals from across the Mid-Atlantic region to exchange insights, strategies, and best practices at the intersection of cybersecurity and customer experience. As a non-profit membership community, your participation directly supports STEM projects in our region's most underfunded school systems.

Connect with peers who understand the critical balance between delivering exceptional experiences and protecting sensitive customer information in today's increasingly complex digital landscape.

 
Attendee Value:

Gain actionable frameworks for integrating cybersecurity protocols into your CX strategy without creating customer friction points
Learn how regional leaders are balancing personalization with data protection requirements across their digital touchpoints
Discover practical approaches to training customer-facing teams on security awareness while maintaining service excellence
Access proven methodologies for conducting effective security audits across the entire customer journey

Please join us for our next event:

Event Details:

Date: Tuesday, July 22nd 2025

Time: 12:00pm - 1:00pm

Location: Virtual - Zoom Meeting

Agenda:

Duration: 60 minutes

1. Virtual Member Meet & Greet (10 minutes)

Welcome & introductions
Ice breaker activity
2. Member Spotlight (20 minutes)

Presenter: Beth Marchetti, National Director of Customer Experience, Thomas Scientific
Topic: Chat implementation - strategic considerations, implementation challenges, and measurable outcomes

3. Hot Topic Discussion (20 minutes)

Topic: "AI Privacy Concerns: What's Keeping CX Leaders Up at Night?"
Facilitator: Trish Wethman
Interactive discussion on AI-related privacy concerns
4. Cool Demo (8 minutes)

Topic: Hivebrite functionality and mobile app introduction
5. Wrap-Up & Next Steps (2 minutes)

Key takeaways and closing remarks
 
Who Should Attend?

This exclusive learning opportunity is for Mid-Atlantic CX Forum members ONLY.

Connect with peers who understand the critical balance between delivering exceptional experiences and protecting sensitive customer information in today's increasingly complex digital landscape.

 
What Does It Cost To Attend?

Members always attend for free as part of the annual membership dues. 

 
Attendee Value:

Peer-to-Peer Learning & Networking: Connect with fellow CX professionals who understand your unique challenges and can offer practical solutions. Build relationships that extend beyond the meeting, creating a support network for ongoing collaboration and knowledge exchange.

Real-World Implementation Insights: Learn directly from Beth Marchetti's hands-on experience implementing chat solutions at Thomas Scientific. Gain actionable insights into strategic planning, overcoming implementation hurdles, and measuring success—knowledge you can immediately apply to your own initiatives.

Timely Industry Intelligence: Engage in a facilitated discussion about AI privacy concerns that are currently impacting the CX industry. Share your own challenges and learn how peers are addressing similar issues, leaving with practical strategies and peace of mind.

Platform Insight: Discover how to maximize your Mid-Atlantic CX Forum membership through the Hivebrite platform and mobile app. Learn features that will help you stay connected, access resources, and engage with the community between meetings.

Collective Problem-Solving: Participate in discussions where your unique perspective adds value to the group while you benefit from the collective wisdom of experienced CX professionals facing similar challenges.

Join us for Happy Hour at Seasons52 in King of Prussia for relaxed networking and educational insights shared by our trusted solution sponsors SuccessKPI and Sprinklr. 

Grab a drink and hear from peers how they're maximizing revenue through enhanced customer experiences and what technology solutions are being leveraged to support such initiatives. 

The event will take place on Tuesday, March 11th, 2025 starting at 4:30 pM.

The technology theme for this event will center around Maximizing Revenue Through Enhanced Customer Experiences, and is an excellent opportunity to unwind from the workday and connect with our community while engaging in thoughtful discussions around cutting-edge strategies and tools to maximize profitability in today's rapidly evolving online ecosystem. Our industry leading Solution Partners from SuccessKPI and Sprinklr will be on hand to share their insights with our members. We look forward to seeing you!

Quarterly Summit: The Future of CX: AI, Security, and Performance Metrics

Date: Thursday, April 17th 2025

Time: 11:30am - 4:00pm

Location: The Circuit at Chesterbrook

Join us for an exciting Quarterly Summit where we delve into the future of customer experience. Explore the impact of AI on CX, the importance of Security in today's digital landscape, and how to measure success with Performance Metrics. Network with industry experts, peers and thought leaders and gain valuable insights to stay ahead in the competitive market. Don't miss out on this opportunity to shape the future of CX!

What You'll Gain:

• Exclusive insights into CX trends and innovations
• Practical strategies for AI implementation in CX
• Valuable peer connections and networking opportunities
• Actionable takeaways for your organization
• Access to thought leadership and best practices
• Extended networking time with industry leaders