CX Summit
EMEA

We explore the perils and potential of AI, including the need for the human touch, in CX innovation and evolution, and chart the ways in which a sensitive and smart combination of machine and human learning will accelerate a new era of customer experience. This head in the clouds but also hands on session explores tool selection, legislation and examples for us to consider how best to build best in class experiences with an intelligent backbone that remain human at heart.

Here’s a no-brainer: No matter what your company does and where it is, AI is the future. Are your customers ready to follow you on this journey? Will regulators let you build the AI-driven future you envision? Are you prepared to mitigate the risks? Most organizations will bet on transparency and accountability to tackle these challenges. But only a few will gain the customer trust they need to solve the dilemma and succeed in an AI-driven future. In this session, you’ll learn:

• How to manage emerging AI customers’ needs and expectations.
• What emerging AI rules and requirements mean for you and your organization.
• Which steps you must take to build trust and succeed in an AI-driven future.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

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. Registration required.

Unlocking the potential of artificial intelligence (AI) in customer experience (CX) requires a strategic approach for selecting the right use cases while effectively mitigating associated risks.

In this workshop, you will:

• Delve into the intricacies of identifying AI use cases that align with business objectives and customer needs.
• Learn how to evaluate the feasibility and impact of AI initiatives.
• Be equiped with practical strategies for mitigating risks associated with AI implementation, including data privacy concerns, algorithmic bias, and customer trust.

By the end of the session, participants will gain insights into leveraging AI as a powerful tool to drive CX while navigating potential challenges with confidence.

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

This session will have limited capacity and is first come, first served. Lunch will be provided.

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

As both spending and the impact of digital initiatives continue to rise, organizations find themselves lacking a strategic method to quantify their efforts. We recommend a structured digital prioritization model to determine the value of an initiative, which is configurable if priorities change. In this session, we will:

• Introduce Forrester’s Digital Prioritization Model and discuss how to fine-tune your digital prioritization approach.
• Work through the seven factors we recommend to prioritize your initiatives, both qualitatively and quantitatively.
• Share best practices on how to prioritize your digital initiatives.

Join Principal Analyst, Enza Iannopollo, for a lively Q&A session focused on this morning’s Keynote: The AI Customer’s Dilemma: To Be Or Not To Be? 

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. Registration required.

How do you get over CX fatigue? Join this session for a discussion around the practicalities of building a successful CX organization and culture.

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 2024 EMEA award winner.

The best strategies fail if they fail to address one of the most important drivers of behavioral change – mental models. Mental models are everywhere. There are mental models in operation all throughout your organization. They determine what we believe will occur, create expectations, predictions, and decisions – for customers and for employees. Harness mental models and you create strategic alignment to drive customer obsession. It’s the combination of mental, business, and operating models that allows real transformation to occur. In this session, you’ll learn how to:

• Understand your customers’ mental models – the purpose a person has for doing something and the emotional significance it holds.
• Apply mental models to your business model to focus on value creation for key journeys.
• Align your organization by bringing employee mental models into consciousness and turning multiple lenses into shared customer-centric goals.

Discover how E.ON leads the energy transition with customer-centric strategies, ensuring seamless experiences across Europe amidst organizational change. Learn from E.ON’s best practices in Customer Journey, personalized solutions, and resilient adaptation strategies for navigating dynamic landscapes.

• Seamlessly transition to new energy sources
• Personalized solutions tailored to individual needs
• Stay resilient amidst constant organizational change

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

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. Registration required.

Understanding people and what they’re trying to achieve is a key part of a solid design process. Mental models and thinking styles broaden our perspective by looking at the bigger question to inform the smaller, more tactical questions and design challenges. In this session, you’ll learn how to:

• Use mental models to understand how people reason, feel, and the kind of attitudes and beliefs they bring to the table.
• How to spend more time in the “problem space” to better understand what customers are trying to achieve — i.e., the intents and motivations behind their actions.
• How to create shared mental models to drive creativity and problem-solving.
• When to reinforce, repurpose, and reinvent mental models to align to your customers’ world.

Even those who have successfully stepped up their organizations over the past two years have rightly asked if they have what it takes to continue doing so in 2024. This session will allow participants to engage in a Q&A session with a panel of recognized customer-obsessed leaders. Come with your questions and your perspective on what it takes to lead in 2024.

Connect with peers from diverse industries in B2B, expand your network, discuss shared CX challenges, and gain valuable insights.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

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

The increasing role of generative AI for business value generation demands a transformation of your talent strategy. You must redesign your approaches to recruitment and operations to boost human-machine collaboration and employee experience. In this session, you’ll learn more about:

• The risks and challenges AI will bring to the European workplace.
• The opportunities AI will offer to shape a more creative European workforce.
• Why talent strategy must align AI and human capabilities for great CX.
• The best practices how to align your AI / bot with your hiring, redeploying and outsourcing, and reskilling initiatives.
• Which European players are doing it well and what you can learn from them.