CX Innovation Study Tour 2024

7 – 11 October

CX Innovation Study Tour, USA | 7 – 11 October 2024

Following the success of the inaugural CX Innovation Week this five-day study tour returns in October. We will re-visit some of our previous hosts but have adapted the programme to focus on the vast potential of AI within the realm of customer experience and chart possible courses for the future. 

Expect a week designed to inform and inspire as we delve into the cornerstone elements shaping the modern customer landscape: escalating customer expectations, the proliferation of omnichannel touchpoints, the integration of cutting-edge AI technologies, and the continual challenges to foster customer loyalty. 

The one-week fully facilitated programme will offer delegates the opportunity to immerse themselves in the CX epicentre of the West Coast, USA, meeting with leading companies and expert CX leaders as well as fellow iFHP members from across the globe. 

Programme Overview:
The programme kicks off in Los Angeles with the CX design team of Oscar Health Inc, to learn first-hand how US health fund Oscar came to be known as a leading light in both CX design and data integration. Still in Los Angeles we will be hosted at the Headspace HQ learning from their approach to human centered behavioural design and how they are adopting AI and technologies like the Metaverse to enhance customer experiences and mental health outcomes.  

Within the week there will be more specific sessions dedicated to the strategic utilization of artificial intelligence, delving into both its current applications and future trajectories. With this top of mind, we will be hosted by Google. We will additionally be allocated time with CX leaders from Kaiser Permanente. 

The group then transfers to Silicon Valley visiting the Plug and Play Tech Centre. The team, at this vibrant VC and incubator, will set out the current InsurTech market, homing in on trends, investments & projections. Curated companies from the Plug and Play CX cohort will showcase their technology demonstrating how they are seeking to change engagement delivery for consumers. 

We conclude the week with a session at Zendesk.  With such rapid transformation taking place, our hosts will showcase how intelligent CX involves the integration of AI, automation, and data analytics. 

The week closes with a session led by Sønr that brings together all that we have seen and learnt, with a practical session to take back to the business. That is the official end of our iFHP week.  

However, InsurTech Connect will be taking place in Las Vegas 15 – 17 October. This conference & exhibition is world’s largest gathering of insurance innovation. Our partner at Plug and Play is able to secure discounted tickets for those that wish to extend their stay after CX Innovation Week has closed. If you would like more details on this, just tick the box on the registration form below. 

Who should attend?  

  • CX Leads 
  • Strategy and Innovation teams 
  • Loyalty and customer retention leaders 
  • Product owners 
  • Digital business transformation 


Cost: £5495.00 – This covers all fees, 3 group dinners and accommodation (5 nights’ accommodation covering Sunday 6 October until check out on Friday 11 October). Flights are not included in the fee. There is a short domestic flight between Los Angeles and San Francisco during the week. 

For more information on the CX Innovation Week | email or click below to register and secure your place. 

Disclaimer: the initial agenda above is subject to change however any additional hosts or changes will be communicated as they occur to those registered. 

What we will cover

  •  Using data for enhanced personalisation
  • CX design
  • Omni channel experience 
  • Prioritisation & delivery models
  • Opportunity of technology and data
  • AI deployment
  • Future thinking

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