CXE³ is an annual educational and networking conference for companies involved in the customer experience industry. You can expect top-notch industry speakers, the sharing of great ideas, the discovery of new resources and the cultivation of new contacts and colleagues. This conference brings you the latest in industry trends. Our structure is an exciting one with general information and breakout sessions as well as multiple sessions with the TED-Talks format.


Top leadership teams representing the world’s leading companies in customer service, market research, marketing, mystery shopping, merchandising and guest satisfaction researchers. The conference attracts industry leaders largely from North America, but also attracts organizations from Central and South America, Europe and Asia.


CXE³ is an opportunity to network with leadership from some of the worlds most renowned companies, expand partnerships through connections, learn industry best practices, discover new resources to help your customers, explore the latest technology, learn through a variety of educational seminars and connect with experts in a variety of industry related fields.


The conference registration fee includes the cost of attendance at all general and concurrent sessions, networking and social functions on Wednesday night. The Thursday evening social function is an additional cost and will be announced in a few weeks.
Service Provider, Candidate and Academic Members
First Attendee - $850
Additional Attendee(s) - $650
Save $200 on additional attendees!
Service Provider, Candidate and Academic Non-Members
First Attendee - $950
Additional Attendee(s) - $750
Click here to contact us about joining the association and saving
Associate and Client Members
First Attendee - $950
Additional Attendee(s) - $750
Save $200 on additional attendees!
Associate and Client Non-Members
First Attendee - $1,050
Additional Attendee(s) - $950
Click here to contact us about joining the association and saving


If you have ever considered checking out MSPA Americas, this is the year for you! We have a day pass available to non-member companies who are in the customer experience industry. You can join us on Thursday, October 10th and get to know our membership, sponsors and how your membership in MSPA Americas could benefit. The rate is $195 and includes Breakfast, Lunch and the Cocktail Reception. Tickets for the Optional Event are available at an additional cost.


Registration forms must be received no later than 4:00 pm ET on October 4, 2019. After that time all registrations must be made onsite. No registration will be processed without proper payment. After your registration has been processed, you will receive an automatic confirmation email.



Cancellations submitted in writing to MSPA Americas by September 30, 2019, will be refunded, less a $75 processing fee. There will be no refunds for cancellations received after this date. “No shows” will be charged at the full conference rate. All refunds will be processed after the completion of the conference.


3:00 pm - 7:00 pm Registration
8:00 pm - 11:00 pm Opening Night Welcome Dinner Party
Join us on the beach for a bon fire and rocking reception!
8:00 am - 4:30 pm Registration
8:15 am - 9:15 am Networking Breakfast
9:15 am - 9:30 am Conference Welcome
Presented by MSPA Americas President Charles Stiles, Mystery Shopper Services
9:30 am - 10:15 am General Session - The Pricing Paradox - How to Keep your Pricing Agile and Profitable
Presented by  Steven DiPietro, Service Integrity Mystery Shopping
10:15 am - 10:20 am Intro to Talks Session
Presented by MSPA Americas President Charles Stiles, Mystery Shopper Services
10:20 am - 10:34 am Talk #1
10:35 am - 10:49 am Talk #2 - The Challenges of Truly Effective Communication
Presented by Brad Rainey
10:50 am - 11:04 am Talk #3 - Finding UX/CX Pain Points: Mystery Shopping Intertwined Human and Machine "Unknown" Processes
Presented by Elaine Buxton, Confero
11:05 am - 11:20 am Talk #4 - Merchandising; A Critical CX Influencer
Presented by Ricky Huck, The Revenue Optimization Companies
11:20am - 11:45 am Morning Networking Break
11:45 am - 12:30 pm General Session - Opening the Box-Reinventing Your Business in Plain Sight
Presented by Karen Bowling, University of North Florida
12:30 pm - 2:00 pm Legislative and Networking Lunch
Presented by Russ Hollrah, Hollrah LLC
2:00 pm - 2:14 pm Talk #5
2:15 pm - 2:29 pm Talk #6 - Navigating the Lobbying Process: A First Person Perspective
Presented by Jane Edwards-Hall
2:30 pm - 2:44 pm Talk #7 - Inside the World of CX Research
Presented by Dinesh Delamal and Mark Michelson
Join Mark Michelson, co-founder of MSPA and CEO of CX Talks: The Customer Experience Summit, in a review of CX research metrics and methods.  During this talk you will learn the differences between NPS and CSAT scores, “X” and “O” data, and how mystery shopping fits in the spectrum of XM (Experience Management). Beyond performance metrics, Mark will show how qualitative, or unstructured data, helps to provide insights that help our clients design better experiences.
2:45 pm - 3:00 pm  Talk #9 - The "Meaning" Scam
Presented by  Steven DiPietro, Service Integrity Mystery Shopping
3:00 pm - 3:30 pm Afternoon Networking Break
3:30 pm - 4:15 pm General Session - How Branding Enhances the Customer Experience and Creates Loyalty and Engagement
Presented by David Welday, The Savage Group
4:15 pm - 4:30 pm Wrap Up and Closing
Presented by MSPA Americas President Charles Stiles, Mystery Shopper Services
4:30 pm - 6:00 pm Networking Cocktail Party
Join MSPA members and guests for a networking gathering. Be sure to bring your business cards to exchange!
8:00 am - 1:30 pm Registration
8:30 am - 9:30 am Networking Breakfast
9:30 am - 10:15 am General Session
10:15 am - 11:00 am Concurrent Sessions
Quality Control and Report Editing
Presented by Dinesh Delamal and Mark Michelson
Delivering error free reports for each shop is critical to the success of any mystery shopping company. The challenge can be daunting, especially when dealing with complex narratives and scenarios. Join Mark Michelson & Dinesh Dalamal from quality control company for a discussion on the latest tools and techniques for ensuring correctness, completeness and consistency in reporting. In this interactive workshop we will be sharing latest advances in tech tools, e.g. AI, for open end coding and editing as well as tips for managing quality control for large quantities of shops.

Are They Hearing What You Said - or Something Completely Different?!
Presented by Brad Rainey
11:00 am - 11:45 am Concurrent Sessions
The Pricing Paradox - Building Your Custom Strategy
Presented by  Steven DiPietro, Service Integrity Mystery Shopping

Creating Your Contagious Brand 
Presented by David Welday, The Savage Group
11:45 am - 1:00 pm Annual Meeting and Closing Lunch
CXE3 Speakers

We are working on the final touches to the speakers and hope to have those announced soon. Please check back!



Engage Key Decision Makers - The right people. The right place.

MSPA Americas represents companies operating in the customer experience industry and works to protect the credibility of our profession, while providing our members with the tools and resources needed for success. Our members’ businesses are involved with every aspect of the customer experience in today’s marketplace. The event is highly attended by our member company executives and key staff members. You will have the ability to directly promote and exhibit your products/services in a dedicated environment. to the key decision makers and build mutually beneficial relationships. Limited spots, per product/service, are available so don’t hesitate. Act today and reserve your spot for this great event!

Click here to Learn More about becoming a CXE3 Sponsor.

 (Updated 8-19-2019)


Research Metrics


BARE International          HS Brands




BARE International



Visit this magical expanse of sand and you’ll understand why Trip Advisor’s community of travelers love St. Pete Beach, naming it the No. 4 beach in the U.S. in 2019.

St. Pete Beach’s shores include the longest undeveloped stretch of public beach in the St. Pete/Clearwater area at Pass-a-Grille Beach. Live it up with a variety of watersports, from parasailing and stand-up paddleboarding to windsurfing and kiteboarding. For lively diversions away from the shore, head to the Corey Avenue district. For over six decades, Corey Avenue has thrived at the heart of St. Pete Beach. There’s a variety of funky specialty shops, galleries, restaurants and more.


TradeWinds Island Grand
5500 Gulf Boulevard
St. Pete Beach, FL 33706

To make reservations at the TradeWinds Island Grand click here. You may also book reservations by phone at (800) 808-9833 and mention you are attending the MSPA Americas CXE3 Conference to receive the group rate. The special conference rate for attendees is $179 plus tax. The hotel room reservation deadline is Wednesday, September 18, 2019. Book your reservations as soon as possible and remember you help MSPA Americas when staying at the conference hotel. Rooms are based on single or double occupancy, per night. Children under 18 are complimentary when sharing a room. Group room rates will be extended to October 5th, 6th and 13th, based on room type availability.

TradeWinds Island Grand has made some upgraded rooms available. You can use the link above to enter your arrival/departure date and click check rates. Select the hotel then view available rooms. Rates and fees (outside of the standard room) are determined by the hotel and cannot be negotiated by MSPA Americas.

Check-In Time: 4:00 pm ET
Check-Out Time: 11:00 am ET



Conference Attire
The conference attire is business casual. Meeting rooms may feel cool to some attendees, so a light jacket or sweater is recommended.

Distribution of Publications and Promotional Materials
Distribution of brochures, fact sheets, advertising, industry publications and promotional materials is not allowed during the conference except for companies participating in the official conference sponsorship program. Distribution of these materials by sponsors is allowed only within the guidelines of the sponsorship program.

Scheduling Non-­MSPA Americas Functions
Events that conflict with official MSPA Americas events or educational programming are not allowed during the conference. This includes hospitality suites, special breakfasts, focus groups or similar events.


Jessica Link
(502) 574-9936
Savannah Wafford
(502) 574-9948
Sponsorship & Media
Michelle Romero
(502) 574-9036
Sarah Saar
(502) 574-9041