Agenda
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Monday Aug 18
General Breakfast
Acknowledgement Of Country & Opening Remarks
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Martin Gill, VP, Research Director, Forrester
Keynote: Power Growth With Your Total Experience
Brand experience (BX) and customer experience (CX) are two sides of the same coin, and companies must invest in both simultaneously to deliver the Total Experience and maximize growth. An integrated strategy can increase revenue up to 3.5x — significantly more than focusing on one or the other. In this session, you will:
- Learn how Forrester’s new Brand Experience Index and newly refined Customer Experience Index (CX Index™) work together to measure and deliver a total experience.
- Discover how the indexes can help your brand shape acquisition and retention strategies.
- See examples in banking, automotive, retail, and more.
Speakers:
Tom Mouhsian, Principal Analyst, Forrester
Guest Keynote Featuring Google
Speakers:
Anuprita Bhomick, Head Of Customer Experience, Platforms and Devices, Google
Coffee Break & Networking
Connect with your peers and partners over coffee and refreshments.
Analyst-Led Roundtable
Expertly curated by our analysts, these 20-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing.
Attend one session:
Combine Your Brand And Customer Experiences To Power Growth
Organizations need to worry about two things to grow: acquiring new customers and keeping them. To sustain this, they must do so in a net-positive way, year on year. Unfortunately, that’s not how the story goes for many companies, because the job of “selling the brand” and “fixing the experience” are often siloed, disjointed, and governed by different KPIs. Let’s talk about how to supercharge your brand and customer experiences together using data-driven insights to create a “total experience” that will help you to win and retain more customers every year!
Speakers:
Tom Mouhsian, Principal Analyst, Forrester
Evolve Digital Experience Measurement To Drive Performance
Current digital experience metrics fall short of helping drive business and customer outcomes, and this needs to change. Join this session to discuss how to evolve digital experience measurement and uncover the measurement capabilities you need to build to drive performance.
Speakers:
Zhi Ying Barry, Principal Analyst, Forrester
Tech To Build A High-Impact, AI-Ready CX Function
Despite the hype that AI will revolutionize CX and CX management, most CX teams still wrestle with fundamental problems of fragmented data, clunky tech stacks, and insight bottlenecks. Let’s talk about what it takes to ensure success with AI-powered tools.
Speakers:
Sam Higgins, VP, Principal Analyst, Forrester
Case Study Session
Discover real-world success stories and practical solutions in this dynamic session. Learn how leading organizations are using cutting-edge CX, marketing, and digital technologies to drive results and deliver impact.
Keynote: How To Measure Digital Experiences
Digital experience measurement goes beyond basic interaction metrics to include technical performance, usability, and customer perception. Join this session to learn how to:
- Adopt a holistic approach that connects technical, operational, and customer metrics
- Link digital measurement to business and customer outcomes
- Implement essential steps for effective digital experience measurement
Speakers:
Zhi Ying Barry, Principal Analyst, Forrester
Networking Lunch
Enjoy lunch while networking with your peers and partners.
Executive Leadership Exchange (Invite-Only): Exclusive Lunch — Breaking Down Silos
Connect with fellow executives for a dynamic, invitation-only lunch aimed at breaking down silos. Join this exclusive lunch to:
- Learn how to break down silos and foster cross-industry collaboration.
- Share insights and tackle challenges in a fast-paced, tech-driven world.
- Build valuable connections and exchange knowledge with top leaders across sectors.
Speakers:
Martin Gill, VP, Research Director, Forrester
John Brand, VP, CIO Exec Partner, Forrester
Case Study Session
Discover real-world success stories and practical solutions in this dynamic session. Learn how leading organizations are using cutting-edge CX, marketing, and digital technologies to drive results and deliver impact.
Keynote: Build Customer Trust In AI
Many consumers say they do not trust companies using AI. Yet every company aspires to develop AI projects that their customers trust and are willing to engage with. Failing to close the trust gap threatens the success of even the most promising AI strategy. This session explores how companies embrace trustworthy AI practices and build trust with their customers. Join this session to:
- Learn what drives customer trust in AI.
- Gain guidance from companies that have successfully implemented trustworthy AI projects that customers really trust.
- Understand how you can apply best practices to your AI projects and strategy.
Speakers:
Martin Gill, VP, Research Director, Forrester
Guest Keynote featuring Services Australia
Details coming soon.
Speakers:
Jonathon Thorpe, Chief Customer Officer, Service Delivery Excellence Group, Services Australia
Coffee Break & Networking
Connect with your peers and partners over coffee and refreshments.
Analyst-Led Roundtable
Expertly curated by our analysts, these 20-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing.
Attend one session:
Customer Journeys
Details to come!
Speakers:
Martin Gill, VP, Research Director, Forrester
Government Leaders: Drive Mission-Critical Customer Behaviors With Trust
Trust drives behaviors such as compliance, uptake, support, and forgiveness. Government leaders, let’s discuss what drives trust, its benefits are, and how to measure it.
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Understand How Customers Map Their Own Digital Moments To Move Past Utility And Gain Preference
There is a big gap between how customers interact with their service providers today and how they would prefer to interact — digitally. Failure to recognize this may lead to big mistakes and miscalculations, both in terms of financial investments in technology and customer retention. Join this session, where we will demonstrate Forrester’s new digital adoption framework and rich consumer insights [featuring Australian data] that reflect digital engagement levels across GUI, voice, chat, and XR for the full spectrum of digital tasks, using a select range of channels, platforms, and devices that customers actually use versus what they prefer to use!
Speakers:
Tom Mouhsian, Principal Analyst, Forrester
Case Study Session
Discover real-world success stories and practical solutions in this dynamic session. Learn how leading organizations are using cutting-edge CX, marketing, and digital technologies to drive results and deliver impact.
Keynote: Forrester 2025 Customer-Obsessed Enterprise Award Winner
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2025 APAC award winner.
Speakers:
Dane Anderson, SVP, International Research & Product, Forrester
Keynote: Design For The Future Of Experiences
The next generation of customer experiences is reshaping relationships at an unprecedented pace. Artificial intelligence and other mature and emerging technologies all demand that companies urgently adapt their design strategies to keep up with this rapid evolution. Customers’ expectation for a brand to deliver The Total Experience involves creating more intuitive, conversational, and humanlike interfaces. By doing so, businesses can gain deeper insights into customer preferences, automate repetitive tasks, and streamline the delivery of future digital experiences. Consequently, these experiences become more assistive, anticipatory, and empowering for customers, a shift that positions organizations to engage and grow with today’s “distracted consumer.”
In this keynote presentation, you will learn:
- How digital experiences need to evolve to be more humanlike and empowering.
- Leading organizations’ journeys toward next-generation design and technology strategies.
- Practical tools to start evolving how your company builds design practices and technical capabilities to deliver next-gen experiences.
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Reception
Join us for an evening reception full of networking, fun, food and refreshments.
Executive Leadership Exchange (Invite-Only): Exclusive Networking Reception — Sydney Common Bar
Join us for a private networking drinks reception at the Sydney Common Bar. Connect with industry peers and engage in insightful conversations with Forrester analysts in a relaxed and social setting. Enjoy drinks, light bites, and the chance to build meaningful relationships with fellow professionals and thought leaders.
Tuesday Aug 19
Forrester Women's Leadership Program
Choose Your Advisors — And Nuggets Of Advice — Wisely
When you’re at a career crossroads, you’ll receive lots of conflicting advice, and it can be very difficult to separate the gems from the duds. This problem is compounded for women, because well-meaning advisors often make assumptions about how they’d like to balance work and family. For this session, we’ve assembled a fantastic panel of senior women to share the best (and worst!) career advice they’ve received and how they approach giving their own career advice. Here’s what you’ll take away from this session if you join us:
- How to choose the right people from whom to get career advice
- How to frame your career challenge so that you get the most useful answers from your advisors
- How to tell good advice (for you!) from bad
Speakers:
Jinan Budge, VP, Research Director, Forrester
Workshop: Drive Customer-Obsessed Decisions
Step into a dynamic, hands-on workshop where you’ll navigate real-life customer scenarios and organizational challenges in a simulated environment. This interactive session brings to life four essential CX tools to help you drive smarter, customer-obsessed decisions across your organization.
In this immersive workshop, you’ll:
- Explore powerful CX tools in action — including moments that matter, a journey atlas, a journey and ecosystem map, and a shared roadmap of journey initiatives.
- Solve real-world problems by assembling missing pieces, matching critical elements, making strategic choices, and implementing solutions.
- Experience the impact of using these tools to fuel cross-functional collaboration, align with customer needs, and accelerate business outcomes.
Join us to build confidence using proven frameworks that foster a customer-obsessed mindset — and leave with skills you can apply immediately.
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Dane Anderson, SVP, International Research & Product, Forrester
Martin Gill, VP, Research Director, Forrester
Directory Of Analyst Coverage Areas
Need help selecting which Forrester analyst to meet with? Explore analyst coverage topics to find the expert who is tracking what matters most to you.
CX Summit APAC · August 18, 2025 · Sydney & Digital
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