CX
EMEA

Join us as we focus on how to help advance women leaders in your organization break down barriers and overcome challenges. Learn from your peers on advancement strategies for women leaders and participate in a conversation about how to develop meaningful relationships with women leaders in CX, B2C, and Digital. All are welcome to join!

Stay tuned for the Agenda. Details to follow.

The fear of negatively impacting the customer experience (CX) is the most significant barrier to the development of better privacy programs. In fact, nothing breaks a good experience more than a bunch of consent banners popping up at the wrong time, with obscure language, and meaningless options. But consumer privacy is a not only a key compliance requirement. It is — even more importantly — a critical vehicle to collect valuable consumer data, improve customer engagement, and strengthen trust. If it’s done well, privacy can also enrich and differentiate CX. Join our workshop to:

• Gain a basic understanding of privacy requirements and identify your ecosystem’s privacy needs.
• Learn how to leverage customer journey maps to orchestrate privacy touchpoints appropriately.
• Assess and optimise customer-facing privacy communications.

Join us for refreshments and light appetizers. All registered attendees are welcomed.

Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn: 

• How to do the work to connect with the human intentionally, contextually, and persistently. 
• How to spark empathy within your organization. 
• How to reach the “right point of empathy.” 
• How to socialize and activate empathy at scale to drive innovation. 

Businesses have always known the importance of treating customers well to drive growth, but delivering great experiences across multiple channels is challenging. Today’s digital economy has made customer experience crucial for success. However, effectively creating multichannel experiences requires bringing together the right skills and team members. During this session we will:

• Explore the interplay between being a customer-centric organization through culture and having the right skills to design experiences.
• Provide practical tips and examples for delivering amazing customer experiences.

Are you questioning your CX metrics and where to go from here?

Please join us for a 75-minute, small group workshop focused on core skills to help you embrace culture change. Pre-Registration is required. This session is for End-Users only.

It doesn’t matter if you are an EX pro or attempting your first culture change to drive CX outcomes. Anyone can tackle culture change like the experts do – by targeting specific behavioral norms. In this session, participants will learn:​

• How to describe the characteristics of a culture​
• How to introduce a new behavioral norm into a culture​
• How to assess behavior adoption and culture change

Ever wanted a chance to go backstage and be a part of the conversations that go on in the Green Room? Well now is your time! In this casual Q&A session, our opening keynoter, Joana de Quintanilha, will be available to answer any questions you had coming out of her opening session.

Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for marketing, CX, and digital leaders. Topics like Leadership, Employee Engagement, Measurement, and more. 

How do you use journey maps to influence and drive change.

Please join us for a 75-minute, small group workshop focused on core skills to improve digital competency. Pre-Registration is required. This session is for End-Users only.

Value proposition shift towards mass-customization – which is based on delivering great digital services and customer experiences – in addition to a great product. New skills and capabilities are required to deliver great services and customer experiences – technical, organizational, and soft skills.

Yet, every organization is facing skill gaps when tackling their broader digital transformation initiative. To exploit the emerging digital opportunities successfully, you must close these skill gaps in your organization, through training, external hiring, or partnerships. In this session, participants will learn:

• Which competency areas are most critical.
• How to measure your own existing digital skills with Forrester’s Digital Competency Map.
• How to go attract and retain employees.
• Where the right skill clusters are in Europe.
• How to make work in an office environment more attractive.
• How to source and use digital talent remotely – also across international borders.
• Which issues matter to drive great employee experiences.

In this open Q&A session, engage with Forrester Vice President and Principal Analyst, Joana de Quintanilha on her new research focused on empathy. Come with your questions and share your perspectives on the topic.

How can you bring sustainability to life in customer journeys?

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 2023 CX EMEA award winner.

Join us for an opening night reception full of networking, fun, food and refreshments.

Invited guests will join Forrester executives and a valued client to learn about how Forrester helps CX, marketing and digital business leaders meet their strategic objectives with confidence and measurable return.

Digital acceleration has raised the stakes for trust in digital experiences. Organizations that fail to embed ethical principles like privacy, transparency, and equity in the design and development of their products and experiences risk a further erosion of trust, severe reputational damage, and revenue loss. In this keynote session, you will learn :

• Why responsible design has become a business imperative.
• How to anticipate and mitigate unintended consequences and harms by practicing responsible design.
• How to start your responsible design journey by developing the right governance models, processes, and metrics.

In this session, Gail Russell, HSBC’s Global Head of Customer Experience, will discuss the challenges and successes of scaling HSBC’s Customer Experience across multiple countries and regions while maintaining a strong brand reputation. She will explore the process of understanding customer needs, designing experiences that align with customer goals, and measuring success while connecting it to business metrics.

This session will allow participants to engage in a Q&A session with Forrester Vice President, Maxie Schmidt our 2023 Customer-Obsessed Enterprise Winner, Majid Al Futtaim. Come with your questions and your perspective on what it takes to lead a Customer-Obsessed organisation in 2023.

Can you, and should you, create great CX with Generative AI?

Please join us for a 75-minute, small group workshop focused on core skills to help you improve your customer journey mapping efforts. Pre-Registration is required. This session is for End-Users only.

Many firms still struggle to achieve success as they grapple with hard questions like: What customer journeys matter most? How do different customer journeys fit together across the full customer lifecycle? What’s the right altitude for each map? Creating and maintaining a customer journey atlas helps CX pros answer these questions by providing a systematic way to uncover, organize, and prioritize journeys. In this session, participants will learn:

• Best-practice approach to creating and refining a journey atlas (participants will also start sketching out their own strawman for a journey atlas).
• How to prioritize customer journeys to drive the right decisions and actions.
• How to use and build value from your journey atlas over time.

Ever wanted a chance to go backstage and be a part of the conversations that go on in the Green Room? Well now is your time! In this casual Q&A session, our opening keynoter, Aurelie L’Hostis, will be available to answer any questions you had coming out of her opening session.

Enjoy this opportunity to further engage with peers met during the ELE program.

Bridging the gap between design, digital and development to get things done.

Fewer than half of global CX leaders can prove the ROI of their CX initiatives. That’s a big problem, because challenging economic conditions will see floundering European CX teams simply disappear in 2023. But leading CX teams that demonstrate clear business value will be stronger than ever. In this keynote session, you will learn: 

• How to align CX metrics with business metrics such as customer lifetime value (CLV). 
• How CX initiatives impact distinct CLV parameters. 
• How to identify CX use cases that elevate CLV.