CX Summit

CX, B2C Marketing, & Digital Business Leaders

May 28, 2024  |  Sydney & Digital

Enhance your Summit experience with exclusive one-on-one meetings with Forrester analysts and engaging roundtable discussions with fellow peers. Stay tuned for registration details in attendee communications to secure your spot.

Analyst One-On-One Meetings

20-min long consultation providing unparalleled opportunities for face-to-face meetings with Forrester analysts and experts.  

John Brand, VP, CIO Executive Partner
Technology Strategy, Business Insights & Analytics, Business Intelligence, Customer Management, Customer Experience Management, Data and Information Management, Enterprise Content Management, Employee Experience, Enterprise Collaboration, Security & Risk Management, Cybersecurity & Privacy, Digital Asset Management (DAM), Enterprise Portals, Personalization, Rights Management, User Experience

Judy Weader, Principal Analyst
(CX) function, CX governance, CX prioritization, ROI of CX, CX strategy, Healthcare CX, Government CX and EX, Digital User Experiences.

Riccardo Pasto, Principal Analyst
Co-Creation & Crowdsourcing, Customer Experience Management, Customer Experience Maturity, Customer Experience Strategy, Customer Journey Mapping, Customer Service Solutions, Design Thinking, Digital Customer Experience, Service Design

Sam Higgins, Principal Analyst
Cloud Computing; Digital Transformation; Enterprise Architecture; IT Strategy; Regulations & Legislation; Employee Experience; IT Management; Business Applications Ecosystem; Emerging Technology; Public Sector; Government

Tom Mouhsian, Principal Analyst
CX strategy; ROI Of Customer Experience; Customer Experience Index (CX Index); Financial Services; Insurance & Wealth Management; Digital Business Strategy; Digital Financial Services; Consumer Financial Services; Omnichannel Customer Experience, Customer Trust, Trust Measurement, Customer Trust Index

Vasupradha Srinivasan, Principal Analyst Chatbots; Customer Experience Management; Customer Intelligence; Customer Relationship Management (CRM); product life-cycle management (PLM); User Experience (UX)

Zhi-Ying Barry, Principal Analyst
Digital measurement (ROI of digital), digital experiences, mobile banking, emerging technologies

Analyst-Led Roundtables

Expertly curated by our analysts, these 30-min roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing.

Morning Break

11:15 am to 11:45 am

How To Earn And Retain Customer Trust
Tom Mouhsian, Principal Analyst
This roundtable session is dedicated to the topic of customer trust and how it affects critical outcomes such as revenue growth and customer loyalty. Based on Forrester’s ‘bold vision’ research “The Trust Imperative” and one of a kind “Customer Trust Index” rating methodology, Forrester analyst and co-author of the methodology Tom Mouhsian will share his insights and experience about how customer trust is measured and successfully applied by the government regulator and the nationwide FSI sector in Singapore. Topics covered will include: 

  • Customer trust measurement approach 
  • Drivers and outcomes of trust 
  • How to integrate trust in your organization’s customer strategy

Raise Your VoC And CX Measurement Maturity
Riccardo Pasto, Principal Analyst
During this session, you will learn how to take your customer experience (CX) measurement to the next level? This session will discuss: 

  • How to increase the maturity of your CX measurement and voice-of-the-customer (VoC) programs. 
  • Proving the value of your programs 
  • Overcoming the insights-to-action hurdle. 

Lunch Break

1:15 pm to 1:45 pm

DBS Bank’s Billion Dollar AI Dream
Tom Mouhsian, Principal Analyst 
This roundtable session will focus on how one of the leading banks in Asia leveraged AI/ML to create hundreds of millions of dollars-worth of economic impact in the space of 3 years. Based on a recent case study about DBS Bank (Singapore), Forrester analyst and author of the case study Tom Mouhsian will share how DBS Bank approaches its AI strategy and captures the results in the form of value for its: shareholders, lines of business (LOBs), customers, and employees. Topics covered will include: 

  • AI/ML capabilities development and deployment 
  • Go-to-market approach and customer engagement 
  • How to measure and communicate the value of AI to your stakeholders

Designing The Next Generation Digital Customer Service Experiences
Vasupradha Srinivasan, Principal Analyst 
Zhi-Ying Barry, Principal Analyst

Emerging technology will fundamentally alter future customer service experiences, and execs will find themselves facing a myriad of challenges as they navigate this changing landscape. Join this interactive session with Forrester analysts Vasu and Zhi-Ying and your peers to discuss:

  • How the future of customer service experiences will evolve 
  • How to unlock the true potential of emerging tech (in particular, AI) for your customer service function 
  • Industry best practices

Advancing Women’s Leadership: Driving Change and Breaking Barriers
Alisha Coates, Director, Principal Consultant
Join us for an engaging roundtable session that aims to accelerate progress in promoting women’s leadership. Explore crucial actions required to foster change and advancement in the workplace. Topics covered will include:

  • Overcoming the obstacles hindering women’s professional growth
  • Cultivating inclusive environments and creating mentorship opportunities
  • Leveraging technology to empower women in leadership to amplify their voices


Afternoon Break

3:15 pm to 3:45 pm

Meeting the CX Challenges of 2024
Judy Weader, Principal Analyst
This roundtable session will address the push-pull pressures CX leaders will face in 2024 and how to overcome them. Topics covered will include: 

  • Forrester’s 2024 predictions on the challenges CX leaders will encounter 
  • How genAI will pull CX into the future 
  • Traditional approaches that threaten to push organizations back in time

Gen AI Implications For Government Service Delivery
Sam Higgins, Principal Analyst
During this session, you will learn from your peers how they are approaching the use of generative AI (Gen AI) to support future government service delivery. During the conversation we’ll explore:

  • Is Gen AI really useful in a public sector context? 
  • Where are public sector agencies thinking of applying Gen AI today? 
  • How might Gen AI change the way public sector agencies deliver services in the future?