CX Talks was conceived by Carlos Pimenta and Mark Michelson in 2016 after hosting a CXPA event at Macquarium for CX Day. During this event, 10 speakers gave 10-minute Ted Talks style presentations to an audience of around 100 attendees. Following this event Carlos had the idea to bring together various associations in Atlanta who represent different CX disciplines, including UX, CRM, Martech, store design, VOC, research, mystery shopping and more. Working together, Carlos and Mark invited 14 associations to meet and discuss planning what is now known as CX Talks. The goal for CX Talks is to bring together a variety of professionals from a wide variety of CX practices to meet, learn and share what each of us know about the growing CX profession.
Carlos is an experienced digital leader, passionate about the role that design can play in transforming business. Carlos currently leads the Macquarium team in the shaping and delivery of their Experience Strategy and Design service offerings. Before joining Macquarium in 2012, Carlos led Studiocom, a multi-national digital agency that delivered award winning work for Fortune 500 brands including Coca-Cola, Kimberly Clark, Dunkin Donuts, McCormick, Activision, Sony and Mattel.
Earlier in his career, Carlos ran Progress Software’s Professional Services team, led Agency.com’s East Coast Business Development team and founded FranchiseWorks, a company that provided digital marketing solutions to franchise companies. With an engineering background, Carlos has also created enterprise applications and business intelligence solution, and consulted with clients such IBM, Otis Elevators, Central Hudson Gas & Electric.
Carlos has enjoyed serving on the Customer Experience Professionals Association board since 2015
Panel Talk: CX and UX: Partnering for Customer Success
Mark Michelson is President/CEO of Association Advisors, a professional association management company that develops and manages specialty trade associations and conferences in the research industry. Mark currently serves as the Executive Director of CX Talks, the Customer Experience Insights Association (CXIA), the Mobile Marketing Research Association (MMRA) and the Social Media Research Association (SMRA). In addition to managing CXIA, MMRA and SMRA, Mark is the co-founder of the Mystery Shopping Providers Association (MSPA) and has served on the board of the Qualitative Research Consultants Association (QRCA). Mark’s experience as a market researcher includes 30+ years of developing and implementing strategic marketing research programs for many of the world’s leading brands in a variety of industries including technology, food service, healthcare, retail and CPG. Mark is a passionate advocate for CX and has been actively creating customer experiences since age 18.