Agenda
Bold Starts: Monday
Jun 24- 3:00 pm – 5:00 pm BST Forrester Women's Leadership Program
- 3:00 pm – 5:00 pm BST Level-Up Workshops
- 5:00 pm – 6:00 pm BST Welcome Reception
Tuesday
Jun 25- 8:30 am – 9:30 am BST Breakfast
- 9:30 am – 10:50 am BST Opening Remarks & Keynotes
- 10:50 am – 11:35 am BST Marketplace & Networking
- 11:00 am – 12:15 pm BST Skill Building Workshop
- 11:35 am – 12:40 pm BST Breakout Sessions & Case Study Sessions
- 12:40 pm – 1:40 pm BST Lunch & Marketplace Break
- 12:40 pm – 1:40 pm BST ELE Exclusive Lunch
- 1:40 pm – 3:00 pm BST Breakout Sessions & Case Study Sessions
- 3:00 pm – 3:45 pm BST Marketplace & Networking
- 3:05 pm – 4:20 pm BST Skill Building Workshop
- 3:15 pm – 3:45 pm BST ELE Networking
- 3:50 pm – 4:20 pm BST Breakout Sessions
- 4:30 pm – 5:15 pm BST Customer-Obsessed Enterprise Award & Closing Remarks
- 5:20 pm – 6:20 pm BST Reception
Wednesday
Jun 26- 8:30 am – 9:30 am BST Breakfast
- 9:30 am – 10:45 am BST Keynote Sessions
- 10:45 am – 11:30 am BST Marketplace Break & Networking
- 11:30 am – 12:50 pm BST Breakout Sessions & Case Study Sessions
- 12:50 pm – 1:35 pm BST Lunch & Marketplace
- 1:35 pm – 2:40 pm BST Breakout Sessions & Case Study Sessions
- 2:50 pm – 3:25 pm BST Keynote Session & Closing Remarks
Bold Starts: Monday Jun 24
Forrester Women's Leadership Program
Communities. Advancement. Change.
The Forrester Women’s Leadership Program focuses on building community and advancing women in the organization by breaking down barriers and overcoming challenges. Learn advancement strategies and engage in conversations about developing meaningful relationships with women across CX, B2C Marketing, and Digital. All are welcome to join!
The Forrester Women’s Leadership Program will:
- Build Community
- Inspire Change
- Drive Advancement
- Foster Allyship and Individual Empowerment
- Facilitate Meaningful Connections
Speakers:
Laura Koetzle, VP, Group Director, Forrester
GenAI Hackathon: Experiment, Network, And Learn
GenAI is all the rage, but many have still not experimented with its full set of capabilities: multi-modal outputs or use cases such as brainstorming, data generation, or content iteration. In this interactive networking session, we’ll split you into teams and challenge you to collaborate using genAI to:
- Experiment with the tools, prompts and multi-modal outputs to learn how to better engineer prompts.
- Explore the strengths and weaknesses of genAI tools for use cases such as data analysis, idea generation, summarization, and multi-modal content generation.
- Communicate, pitch, present under tight time pressure.
- Network with your peers and have some fun.
Speakers:
Oliwia Berdak, VP, Research Director, Forrester
Kerstin Wehmeyer, Researcher, Forrester
Level-Up Workshop | Build Your Journey Business Case Now
Proving the value of improving CX is a top challenge for CX pros. We recommend focusing on a specific journey because it will help you build a stronger case for CX. In this session we will share how to develop a journey-based business case and you will:
- Learn how to establish a more scientific approach for proving the ROI of enhancing a customer journey.
- Work through the five steps for creating a journey business case – from identifying the improvement to presenting a compelling case.
- Identify the key steps for getting started with journey business cases at your organization.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Maxie Schmidt, VP, Principal Analyst, Forrester
Welcome Reception
Join us for refreshments and light appetizers. All registered attendees are welcome.
Tuesday Jun 25
General Breakfast
Opening Remarks
Speakers:
Martin Gill, VP, Research Director, Forrester
Guest Keynote with Tarv Nijjar, McDonald's
More details coming soon.
Speakers:
Tarv Nijjar, Global Senior Director, Data Analytics and AI, McDonald's
Keynote: Solve The AI Customer's Dilemma: To Be Or Not To Be?
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.
Speakers:
Enza Iannopollo, Principal Analyst, Forrester
Marketplace Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Skill Building Workshop | AI Unleashed: Creating Magic Without Mistakes And Mayhem
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.
Speakers:
Lorenzo Introna, Principal Consultant, Forrester
David Wheable, VP, Principal Consultant, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
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.
Lunch & Marketplace (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Lunch & Learn Session (In-Person Only)
This session will have limited capacity and is first come, first served. Lunch will be provided.
Executive Leadership Exchange (Invite-Only): Networking Lunch | Analyst-Led Topic Tables
Speakers:
Rusty Warner, VP, Principal Analyst, Forrester
Aurelie L'Hostis, Principal Analyst, Forrester
Diego Lo Giudice, VP, Principal Analyst, Forrester
Thomas Husson, VP, Principal Analyst, Forrester
Breakout Sessions + Ask An Expert
Case Study Sessions (In-Person Only)
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 Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Skill Building Workshop | A Strategic Approach To Prioritizing Digital Initiatives
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.
Speakers:
William Dahlgren, Analyst, Forrester
Kerstin Wehmeyer, Researcher, Forrester
Executive Leadership Exchange (Invite-Only): Afternoon Networking Break | Guest Speaker
To be announced.
Breakout Sessions
Keynote: Forrester 2024 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 2024 EMEA award winner.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Closing Remarks
Reception
Wednesday Jun 26
General Breakfast
Welcome Back
Speakers:
Martin Gill, VP, Research Director, Forrester
Harness Mental Models To Create Strategic Alignment
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.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Guest Keynote | Meet A(H)I: Artificial & Human Intelligent CX
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.
Speakers:
Tina Lilje, Head of Philips Customer Experience, Philips International
Marketplace Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Skill Building Workshop | Love The Problem Not The Solution: How To Use Mental Models To Solve Your Customers’ Problems
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.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Executive Leadership Exchange (Invite-Only): Morning Networking Break | Q&A with Customer Obsessed Leadership Award Winners
Speakers:
Laura Koetzle, VP, Group Director, Forrester
Breakout Sessions + Ask An Expert
Case Study Sessions (In-Person Only)
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.
Lunch & Marketplace (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Executive Leadership Exchange (Invite-Only): Networking Lunch | Key Takeaways Wrap-Up
Speakers:
Laura Koetzle, VP, Group Director, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
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.
Keynote: Expand Your Universe Through Constellations Of Value Key Steps To A Successful Talent Strategy In The Age Of AI
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:
- Why talent acquisition is breaking under the strain of AI-enabled applicants.
- What tools you’ll need in your workforce strategy toolbox in a talent-constrained world.
- Who is doing it well and what you can learn from them.
Speakers:
Dan Bieler, Principal Analyst, Forrester
Closing Remarks
Early Access
Jun 20- 2:00 pm – 2:30 pm BST Breakout Sessions
Wednesday
Jun 22- 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
- 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
- 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
- 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
- 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
- 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
- 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
- 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
- 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
- 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
- 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm
- 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
- 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm
Thursday
Jun 23- 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
- 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
- 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
- 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
- 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
- 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
- 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
- 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
- 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
- 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
- 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
- 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm
- 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm
Wednesday Jun 22
Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
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.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
11:05am BST - AfterWords: How To Use Empathy To Drive Innovation
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World
Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
IBM: CX-Driven Transformation to Fuel Growth and Loyalty
To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary
InMoment: How Aegon unlocks the power of customer centricity
Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions. A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times. Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities. Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.
Key Topics: Consumer Intelligence, Customer Feedback Management
Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment
Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk
Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.
Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management
Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Forsta: CX insights in a class of their own
Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita
Medallia: Zurich Insurance: Driving CX Ambition into Action
In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich
RingCentral: Rethink Your Critical Business Communications
In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.
Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services
Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral
Breakout Sessions
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders
Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX
3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale
Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.
Key Topics: Digital Experience Services, Journey Mapping Services
Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys
Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX
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.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim
Guest Keynote
Closing Remarks
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Thursday Jun 23
Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
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.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
11:05am BST - AfterWords: How To Use Empathy To Drive Innovation
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World
Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
IBM: CX-Driven Transformation to Fuel Growth and Loyalty
To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary
InMoment: How Aegon unlocks the power of customer centricity
Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions. A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times. Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities. Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.
Key Topics: Consumer Intelligence, Customer Feedback Management
Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment
Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk
Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.
Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management
Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Forsta: CX insights in a class of their own
Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita
Medallia: Zurich Insurance: Driving CX Ambition into Action
In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich
RingCentral: Rethink Your Critical Business Communications
In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.
Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services
Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral
Breakout Sessions
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders
Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX
3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale
Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.
Key Topics: Digital Experience Services, Journey Mapping Services
Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys
Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX
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.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim
Closing Remarks
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Guest Keynote
Session Types Explained
CX Summit EMEA · June 24 – 26, 2024 · London & Digital
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