Important: COVID-19 Related FAQ


1. Why did you postpone at such a late date?

As COVID-19 only had a few cases in the last weeks, we were fully prepared to hold the event as scheduled. However, once it was apparent that the virus was getting a foothold in the US, out of an abundance of caution we decided to postpone Chief Experience Officer Exchange. The health and safety of our attendees, partners and employees are paramount, and we have worked around the clock in the last week to secure alternate dates so that the country has time for the virus to pass before gathering people together.


2. When and where is Chief Experience Officer Exchange now being held?

Chief Experience Officer Exchange is now being held at the Omni Interlocken Hotel CO (same venue) on July 27-29.


3. What happened to my registration?

Your registration has automatically been moved to the new Chief Experience Officer Exchange event dates in August.


4. What will happen to my Exchange meeting schedule?

For both delegates and sponsors, we will be in touch with a revised meeting plan closer to the new event dates. Please contact your relationship manager if you have additional pressing questions about your meetings at this time.


5. What happens to our registration if we can’t make the new dates?

If you do not think you’ll be able to make the new dates, please contact your respective relationship manager for a list of options.


6. Will the hotel move my reservations? Is the new room block available?

If you are a delegate or speaker and we have booked your hotel, we will move your reservation to the new dates. If you are a sponsor and booked your own hotel, you are responsible for moving your reservation for the new dates. We are currently working to confirm the new room block around the rescheduled dates and will be in touch with that information as soon as it becomes available.


7. I booked my travel and because you’re postponing I’m going to be penalized because I have to cancel or change my travel plans. Are you going to cover those expenses?

While we understand that this may cause some inconvenience due to the event being so close, we are taking this extreme measure for everyone’s own health and protection. Your travel expenses are your responsibility. You should be able to cancel your hotel reservation with no penalty, but if your airline requires any proof to procure a waiver of any change or cancellation fees, we would be happy to provide whatever documentation we can to help.


8. None of your other events are of interest to me. I only want to attend the Chief Experience Officer Exchange.

That’s great! As we are still running Chief Experience Officer Exchange this year, but on August 23-25, your registration has already been moved and you’re good to go.


9. We were sponsoring the event. What happens to our sponsorship investment?

Your sponsorship will automatically be put onto the new dates for the event.


10. What happens to our sponsorship if we can’t make the new dates?

Please contact your business development manager for a list of available options.


11. Any other questions?

Please email info@customermanagementpractice.com.


I just confirmed my attendance. What's next?

  • Delegates: We’ll be in touch to complete your attendee profile. About 2 months out from the Exchange, you will receive communication from the operations manager with full logistical details. More details can be found on our delegate journey page.
  • Solution Providers: About 2 months out from the Exchange, you will receive communication from the operations manager with full logistical details including discounted accommodation details, shipping information, upcoming deadlines etc. Find out more on our solution provider journey page.

What if I'm new to the Exchange? 

At the beginning of each exchange, we’ll be hosting a delegate orientation and a solution provider orientation to brief you on how to make the most of your experience. We’ll also share tips & tricks so make sure you attend! 

How do I book my accommodation? 

  • Delegates: We’ve got you! Our operations manager will be in touch to collect your travel information and will make accommodation arrangements for you at the event venue.
  • Solution Providers: Group rates at the event venue will be listed on the venue & accommodations page once they’re available. 

When do I make meeting selections? 

All meeting selections are made through the event portal. You will receive access about 4 weeks out from the Exchange. The portal will be open for 1 week so please make your selections by the deadline. We base meeting matching off of mutual matches and your order of preferences as priority.

Is there a Mobile App for the event? 

Yes! Every exchange event has its own mobile app. Log-in information will be available in your personal event packet once you check-in. It’s important you download the mobile app because we’ll notify you real-time of any changes in the event schedule. 

Are meals included?

Yes! For all Exchange events, breakfast, lunch, and refreshments are included. There’s also cocktail hour with heavy hors d’oeuvres or dinner on Sunday and Monday evenings for attendees to make the most of their experience. 

What should I wear? 

Dress code at the Exchange is business casual but there’s nothing wrong with dressing to impress J 

What should I bring? 

We’ll have everything related to the event when you check-in. Remembering to bring lots of business cards is always important. A lot of our attendees also like to bring their own devices to help with note taking. 

Will I receive Presentations after the event? 

Of course! 1 week after the event, approved presentations will be made available on the event website for download. 

My schedule changed and I need to cancel

Did something come up? No worries.  Call us at 1-800-882-8684 or email info@customermanagementpractice.com and we’ll get you sorted. You can always use your business development contact or audience development manager to communicate these changes as well. Here’s our cancellation policy.

Special Needs 

If you have any special needs, disabilities, and/or dietary restrictions, let us know so we can make everything comfortable for you. 

Still have Questions? 

Email us at info@customermanagementpractice.com and we'll be in touch shortly!