The Daniel Group Announces Major Expansion of CX Institute, Launches SMS Feedback Capability, and Opens Registration for 2026 “Amplifying the Customer’s Voice” Conference

Charlotte, NC — November 20, 2025 — The Daniel Group today announced the expansion of its CX Institute training offerings, the launch of a new text messaging capability for customer feedback, and the opening of registration for the company’s 2026 Customer Experience Conference, “Amplifying the Customer’s Voice,” to be held February 3–4, 2026, in Charlotte, North Carolina.

For 35 years, The Daniel Group has provided B2B organizations with rigorous customer feedback insights. The expanded CX Institute now strengthens the development side of the customer experience equation—moving from measurement to structured, actionable behavior change.

“Our focus is helping clients turn data into daily practice,” said Bryan Gregory, Vice President of CX Solutions. “Every training engagement begins with understanding the client’s real-world challenges, not handing them generic content.”

Expanded CX Institute Offerings

The CX Institute now includes a broader set of training and development options built around each client’s customer feedback data, including:

• In-person workshops focused on leadership alignment and behavior change
• Micro-learning modules and short-form reinforcement videos
• Virtual cohorts and blended learning approaches
• CX-focused onboarding courses for new employees

“The CX Institute is built to solve real problems dealers and B2B organizations face every day—communication, follow-up, parts performance, service coordination, and more,” said Lynn Daniel, Founder & CEO. “It aligns customer experience and employee experience in a way that creates measurable results.”

New Text Messaging Capability

As part of its modernization strategy, The Daniel Group also introduced a new SMS feature that allows clients to request customer feedback through text messaging.

“Text messaging is now an expectation,” Daniel said. “This capability ensures clients can reach their customers in the way customers prefer.”

Registration Now Open: 2026 CX Conference

Registration is officially open for The Daniel Group’s 2026 Customer Experience Conference:

February 3–4, 2026
Charlotte Marriott SouthPark – Charlotte, NC
Day 2 concludes at 11:30 a.m.

This year’s theme, “Amplifying the Customer’s Voice,” focuses on turning customer experience data into real operational improvement through leadership development, training strategy, and employee engagement.

Featured Keynotes

• Caley Edgerly, President & CEO of Sonny Merryman, known for advancing innovation, operational excellence, and customer-focused transformation across the transportation industry
• Dr. Anna Kallschmidt, Industrial-Organizational Psychologist and expert in employee development, leadership behaviors, and organizational culture

Registration Options

Conference Only:

• One attendee: $995
• Two attendees: $895 each
• Three attendees: $795 each

Conference + CX Program Advanced Certification:

• $3,495 per attendee

CX Program Advanced Certification Only:

• $2,500 per attendee
• February 4 (1 p.m.) through February 5 (5 p.m.)

The optional certification provides deeper CX leadership development, customer insight analysis, and training effectiveness tools for those responsible for driving customer experience improvements within their organizations. Register Now.

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The Daniel Group helps B2B companies improve customer experience and employee engagement through feedback programs, analytics, and targeted development. Serving more than 650 locations across North America, the firm provides insights and tools that help organizations improve service quality, strengthen customer loyalty, and grow revenue.