Home

Talking Point: The Disney Institute Blog

Highlights from the 2016 Disney Institute Customer Experience Summit: “What Is Today’s Opportunity?”

August 23, 2016 by Jeff James, Vice President & General Manager, Disney Institute

Greetings from the first-ever Disney Institute Customer Experience (CX) Summit! We’re here at the Walt Disney World Resort in Florida with nearly 250 business professionals from 12 countries around the world who have joined us to learn about best practices in CX.

Why is this significant? Because as I explained in our opening session, at Disney Institute, we believe there has been a steady decline in CX over the past few decades and across all business sectors, and it’s this decline which has created an important opportunity for organizations to differentiate themselves from the competition.

So, during the opening session, I challenged our CX Summit participants to think about these key questions:

  • What is today’s opportunity?
  • Is there a better way that I can operate my business, organization or company to think about customer experience?
  • And, how do I raise the bar on what I am currently doing?

It’s this important opportunity that we’re focusing on as part of the CX Summit. And, we’re creating a forum and unparalleled learning opportunity for our participants to explore the core pillars of leadership, service and employee engagement to gain a holistic view on how to transform their own CX.  

With that said, I wanted to share a few highlights from the 2016 #DisneyCXSummit:

After the educational session, attendees were treated to an evening welcome reception, complete with the opportunity to pose for photos with some of Disney’s most beloved characters. 

Stay tuned for more highlights from the Disney Institute Customer Experience Summit, Aug. 22-25, 2016, at Walt Disney World Resort in Florida.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Uncategorized | Tagged Customer Experience, #DisneyCXSummit, Jeff James


Get In Touch

Phone: 321.939.4600
(M-F 9:00 am – 5:30 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)