Agenda

Wednesday

Nov 13
  • 9:00 am – 5:30 pmForrester Leadership Board Meetings

Thursday

Nov 14
  • 9:00 am – 12:10 pmMainstage Keynotes
  • 12:10 pm – 1:10 pmLunch & Networking
  • 1:10 pm – 3:40 pmDeep Dives and Partner Presentations
  • 3:40 pm – 5:10 pmMainstage keynotes
  • 5:10 pm – 6:10 pmNetworking Reception

Friday

Nov 15
  • 8:00 am – 8:50 amBreakfast Session: Women In Leadership
  • 9:00 am – 10:20 amMainstage Keynotes
  • 10:20 am – 10:50 amNetworking
  • 10:50 am – 12:40 pmDeep Dives and Partner Presentations
  • 12:40 pm – 1:40 pmLunch and Networking
  • 1:40 pm – 3:00 pmMain Stage Keynotes

Wednesday Nov 13

9:00 am – 5:00 pm

Forrester Leadership Board Meetings

Join Forrester analysts and your peers at an intimate and exclusive gathering to explore the strategies that will transform your organization into an insights-driven business.

Featured Sessions Include:

  • The Winning Way To Plan And Execute Customer Research featuring Kelly Price, Analyst, Forrester
  • Creating A Peak Human Organization featuring Sam Stern, Principal Analyst, Forrester
  • A CX leader member case study on formulating a customer-centric strategy
  • Member discussions on insights-driven maturity and linking emotions to experiences

Leadership Board meetings are reserved for members only. If you’re not a member but want to learn more about attending, please reach out to your Forrester team or Amanda Brax (abrax@forrester.com) and visit our website here.

Thursday Nov 14

8:00 am – 9:00 am

Registration and Refreshments

9:00 am – 9:30 am

Opening Remarks

Speakers:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester
Maxie Schmidt, Principal Analyst, Forrester

9:30 am – 10:30 am

Keynotes: Human-Centric Innovation

Leaders’ efforts to innovate are often driven by new technologies — from the wheel or the printing press to voice interfaces or machine learning. But innovations that don’t meet human needs die on the vine. You know you need to avoid that trap, but how can you gain the deep understanding of your customers required? And how can you design experiences they’ll embrace, not snub?
Presentations Include:

Win At Breakthrough Innovation With Human Centricity

Innovation is crucial to staying in business because industries are in flux: Companies reinvent themselves, new ones are born, and established ones die due to upended delivery and operating models, changing customer expectations, and more. Yet the path to innovation challenges most organizations as as two common problems undermine innovation efforts: customer rejection and employee skepticism. To avoid innovation hype and ideas that die on the vine, we will explore how companies must make the shift to a human-centric approach and apply it to both thier customers and the innovation engine itself: the employees

Speakers:
Jennifer Wise, Principal Analyst, Forrester

Combining AI With Human Touch To Provide A Better CX

There are different views on how Artificial Intelligence will shape our future. One assumption is that AI will replace human labor altogether. AI is expected to drive our cars, cook our food and automate our work. But this discounts the importance of human strengths like emotional intelligence and creativity. You can also take a more optimistic view and work on the assumption that AI will create new social and economic opportunities that impact and even augment human capabilities and performance. It’s important is to make a conscious choice on how we want to use AI and take responsibility for the way we use the technology.

Speakers:
Monika Schulze, Head of Customer & Digital Experience , Zurich Insurance

Three Challenges To Improve Your Customer Experience

Speakers:
Michelle Yaiser, Principal Analyst, CX Index, Forrester

10:30 am – 11:00 am

Coffee & Networking Break

Including Meet & Exchange: Voice & CX
For more information click here.

11:00 am – 12:10 pm

Keynotes: Design Inclusive Experiences

Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your firm’s mindset and methodology: 1) Establish a foundation that drives home the “why” and fuels the desire to do better and 2) augment your XD practice with the right people, processes, and tools.

Presentations include:

The Inclusive Design Imperative

Many companies design experiences for a few imagined “average” customers. That leaves money on the table because their target markets are not monocultures — customers’ needs vary based not only on their goals, but also their age, gender, language, culture, and abilities.  Designing for these differences requires us to challenge long-established myths and think differently about how we design experiences.   This session reveals the new practices we need to adopt and old habits we need to unlearn to win and retain more customers through an inclusive design strategy.

Speakers:
Gina Bhawalkar, Principal Analyst, Serving Customer Experience Professionals, Forrester

How To Beat The CX Slump:  Are You Ready To Lead A Revolution?

Times are tough – the gap between CX leaders and laggards is getting wider.  Brand new research gives us the opportunity to nick sorry “borrow” from the best… During this session, you will learn 3 factors that differentiate CX Leaders from Laggards and what this all means for the future role of the CX pro.

Speakers:
Claire Sporton, Senior Vice President, Customer Experience Innovation, Confirmit

The Power of Design Intuition: Balancing Instinct & Insight

How do you balance the need for data and validation with design, beauty, and emotion? What are the guardrails that reduce risk yet allow innovation to thrive? Design innovation can’t be derived from data alone – it takes intuition and insight, the irreplaceable drivers behind brand perception and user experience. Underestimating the value of design can lead to uninspired products that miss the mark. Learn when to lean in on instinct and emotion and how to deliver truly exceptional product experiences.

Speakers:
Margaret Cyphers, User Experience & Creative Director, Google

12:10 pm – 1:10 pm

Networking And VIP Lunches

Including Meet & Exchange: B2B CX
For more information click here.

VIP Lunches hosted by Quantum Metric and Coveo 

For more information, click here

Speakers:
Marina Shapira, Digital Psychologist and Head of Research, Quantum Metric

For more information, click here

Speakers:
Mike Raley, SVP Marketing, Coveo

1:10 pm – 1:40 pm

Deep Dives

Kicking off multi-program, multi-day tracks that will take an in-depth exploration of key issues and challenges, and will define new best practices from CX professionals.

Customer service tops the drivers for quality of customer experience at banks and insurance companies. Customers now expect easy, fast, effective, and relevant customer service, anywhere, anytime. The cost of failing to meet these expectations is high. Financial services organizations need to redesign their business processes, and support agents with the right tools and technologies to deliver differentiated service experiences in line with customers’ expectations. In this track session, you will learn what leading organizations are doing to systematically improve the quality of their customer service.

Speakers:
Aurelie L'Hostis, Senior Analyst, Forrester

Research is critical for good CX, but few firms do it right. Common mistakes like failing to articulate the questions that need answering, and misappropriating research methods leave many firms with lots of data, but very little insight. Using Forrester’s Research Canvas as a guide, this session shows attendees how to avoid these common mistakes and conduct research that results in the insights needed to drive meaningful CX improvements.

Speakers:
Kelly Price, Analyst, Forrester
Gina Bhawalkar, Principal Analyst, Serving Customer Experience Professionals, Forrester

Brands have invested heavily in martech to drive customer acquisition, retention, and loyalty. But most brands need a marketing strategy reboot so they can deliver in the moments that matter to their customers. Today’s campaign-first mentality fails customers because campaign strategies are slow, channel-focused, and lack long-term effectiveness. Brands must put campaigns into the context of the full customer journey by orchestrating always-on, moments-based, customer experiences. This session explores the evolution from a channel-driven campaign approach to a customer-focused strategy serving the full customer journey.

Speakers:
Rusty Warner, Principal Analyst, Forrester

1:50 pm – 2:20 pm

Solution Sessions

Learn about the latest technologies that will help you power your CX initiatives.

Sessions from InMoment, Verint and Genpact

Learn how Virgin Money UK’s CX Success programme is supporting our transformation into a purpose-led, customer-obsessed organisation. Starting with the establishment of a strong CX measurement framework in partnership with InMoment, Virgin Money UK will expand on how we are implementing six CX Maturity competencies to fulfill our ambition to delight a fan base of loyal customers and colleagues—and the meaningful results achieved.

Speakers:
Simon Fraser, VP, Customer Experience Strategy, InMoment
Yvan Goupil, Head of Customer and Market Insight , Virgin Money UK

Join Genpact’s breakout session with NatWest, part of RBS, where attendees will get an inside look at NatWest’ customer-centric approach and best practices around driving ROI through rapid experience innovation. NatWest will showcase case examples of product design innovation and how to enhance customer satisfaction and drive business outcomes at pace. 

Speakers:
Priyesh Ranmal, Head of Digital Experience, RBS
Michelle Palomera, Partner, Business Leader , Genpact

In order to deliver great customer experiences and at the same time drive operational efficiencies, organisations need to use a hybrid workforce; man and machine working together. We explore in this session the attitudes and behaviours of consumers and workers around this, based on Verint’s global survey of 34,000 people in 18 countries, and BMW will share how they have approached this challenge and what their experiences are like in real life.

Speakers:
Suzanne Gray, General Manager, Group Customer Strategy, BMW Group UK LTD
David Hudson, Regional Director EMEA, Verint ForeSee

2:30 pm – 3:00 pm

Deep Dives

Is it the financial institution’s destination to communicate “professionally”, i.e., in a dull and difficult manner? What is the goal of communication – to be understood (and inject some magic into the relationships…) or to put in place a large number of words which only their author understands? Paulina Gasińska will tell us how they approached the issue in mBank.

Speakers:
Paulina Gasinska, Chief Customer Officer and Chief Ethics Officer, mBank

CX pros know that research is critical for delivering great customer experiences but conducting quality research is only half the battle. Stakeholders who are resistant to research or misunderstand its practice and purpose often prevent research from having the influence required to drive more customer centric decision-making. But difficult stakeholders don’t have to stymie your success – this session will explore how to effectively identify, prioritize, and work with stakeholders to integrate research in to how your business operates and makes decisions.

Speakers:
Kelly Price, Analyst, Forrester

The role of CMOs is evolving and leaders are increasingly orchestrating the delivery of their brand promise by federating CX skills. Such a shift has significant implications on organizations and cultures. In this session, CX professionals will learn from best practices on how to work with marketers to deliver CX transformation.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

3:10 pm – 3:40 pm

Solution Sessions

Learn about the latest technologies that will help you power your CX initiatives.

Sessions from Thunderhead and Medallia

In this session, we will introduce the art and science of journey orchestration and provide a practical guide to getting started quickly, covering people, process and technology. We will share examples of brands that are successfully using journey orchestration for top-line revenue growth and increased customer lifetime value. 

Speakers:
Wil Lynch, VP, Solution Strategy and Value Consulting, Thunderhead

A number of organizations are already adopting a more predictive approach to CX, with artificial intelligence playing an important role. This is set to continue, but how do you start this journey and begin to evolve your CX program to make ‘predictive’ part of it? In this session, you’ll hear how you can employ a data-driven approach to mine for insights and analyze the impact of experience. Learn how to leverage predictive analytics to link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using predictive modeling within your CX initiatives. 

Speakers:
David Howgego, PhD, VP of Solution Consulting, Medallia

3:40 pm – 4:20 pm

Coffee & Networking Break

Including

  • Meet & Exchange: DESIGN & RESEARCH 
  • Rountable Peer Discusssions

For more information click here.

Sponsored by Hello Customer

4:20 pm – 5:00 pm

Keynotes: Optimize Cross-Channel Experiences

Cross-channel experiences have become the norm but firms still struggle to add value to customers as they cross channels. This section will explore the best practices for optimizing omni-channel experiences.
Presentations include:

Transforming The Organization From Within For a Seamless Customer Experience

Improving CX is a “MUST” for most organizations. Succeeding requires CX practitioners to look beyond the technology and align stakeholders and partners around a shared understanding of customers’ pain points. Bouygues Telecom will demonstrate how building customer empathy and embedding a CX mindset and CX resources where it matters most in the organization – at the root cause of the customers’ problems – can generate an incredible “turn around.”

Speakers:
Carmine Muscariello, Vice President, Customer Experience, Operations & Quality, Bouygues Telecom

Evolving Metrics And Measurement For Cross-Touchpoint Customer Experiences

Accurately measuring consumer behavior and intention across digital and physical touchpoints remains one of the biggest challenges for business, particularly for brands and retailers. Yet cross-channel experiences have become the norm. Not only are customer facing touchpoints interacting in different ways to influence and secure sales, but internally, teams, functions and systems must work together in different ways to support new customer outcomes and experiences. Organizations across the board must re-define and re-evaluate how they measure success. This session will explore why and how firms need to embrace longer term, customer focused and predictive measurement.

Speakers:
Michelle Beeson, Analyst, Forrester

5:00 pm – 5:10 pm

Day One Closing Remarks

5:10 pm – 6:10 pm

Happy Hour

6:15 pm – 8:15 pm

VIP Dinner hosted by Verint

For more information, click here

Speakers:
Suzanne Gray, General Manager, Group Customer Strategy, BMW Group UK LTD
David Hudson, Regional Director EMEA, Verint ForeSee

Friday Nov 15

8:00 am – 8:50 am

Breakfast Session: Women In Leadership

EMPOWERING WOMEN LEADERS IN THE WORKFORCE
For more information, click here.

Speakers:
Laura Koetzle, Vice President, Group Director, Forrester
Margaret Cyphers, User Experience & Creative Director, Google
Kelley Hippler, Chief Sales Officer, Forrester
Simone Correll, Global Customer Excellence Program Manager, Allianz

9:00 am – 9:10 am

Welcome Back

Speakers:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester
Maxie Schmidt, Principal Analyst, Forrester

9:10 am – 10:20 am

Keynotes: Excel with Customer Service

Chatbots and AI are hot for brands exploring ways to reduce their call center costs. But when firms replace human interactions with digital ones, they often do it poorly. And they compound the problem by making bad choices about performance metrics. The result: disappointment for both customers and employees. This session will explain which trends and best practices to use to bring CX in customer service to the next level, reducing costs while also improving experiences.

Presentations include:

Customer Service: The Overlooked Opportunity For CX Differentiation

Automation, chatbots, and AI are hot for brands exploring ways to reduce their call centre costs. But when firms replace human interactions with digital ones, they often do it poorly, disappointing both customers and employees. This session will explain best practices for bringing CX in customer service to the next level, reducing costs while also improving experiences.

Speakers:
Karine Cardona-Smits, Senior Analyst, Customer Experience, Forrester

Harnessing Data in the Wild: Game-Changing Strategies for Gaining Actionable CX Insights

In today’s Feedback Economy, it’s essential to tune into to what customers are saying about your brand online, and respond appropriately. But that’s only half of the equation. Using the right technology, brands can collect and analyze unstructured data for unprecedented insight into the customer experience, and take action to transform that experience to meet the needs and expectation

Speakers:
Jason Grier, Executive Vice President, Chief Customer Officer, Reputation.com
David Hart, Customer Experience Manager, Kia Motors (UK)
David Blackhurst, Central Operations Director, Mitchells and Butlers

The Life-Changing Magic Of Scaling Up CX

Since its launch, FWD Insurance has established a flagship customer experience across Asia to shake up a dated industry and ultimately change the way people feel about insurance. Tim Oliver, Group Chief Customer and Marketing Officer, will show how the brand’s starting point for CX has been to embed the brand vision into the brand culture. He’ll explain why shifting the culture can shift the outcomes –including the ability to align different functions to work towards the same goal. Tim will demonstrate what FWD’s formula for CX success looks like; how they’re using tech to create a more emotionally resonant brand; and the role of People Centered Design in recruitment, training, and customer journeys.

Speakers:
Tim Oliver, Group Chief Customer & Marketing Officer, FWD Insurance

10:20 am – 10:50 am

Networking & Coffee Break

Including Meet & Exchange: SERVICE & DESIGN
For more information click here.

10:50 am – 11:20 am

Deep Dives

Over the last decade, B2B tech companies developed the customer success management (CSM) discipline to ensure that their businesses deliver the value they sell to their clients. In studying CSM, Forrester found it holds a set of general best practices on how all businesses should manage customer experience delivery. This session will lay out those best practices and discuss how CX professionals in any industry can apply them to their business.

Speakers:
TJ Keitt, Principal Analyst, Forrester

A piecemeal approach to privacy, lack of transparency in data handling practices, and failure to develop an effective culture for data ethics will not only jeopardise innovation efforts and worry executives, but will endanger customer relationships, too. Come to this session to hear how firms leverage privacy practices and ethical frameworks not only to meet regulatory requirements, but also to deliver on customer’s privacy expectations, improve their experiences, and strengthen their brands.

Speakers:
Enza Iannopollo, Senior Analyst, Forrester

Forrester forecasts that in 2023 about two-thirds of global B2C ecommerce sales will be through marketplaces and more than half of these will be from third-party sellers. And, B2B eCommerce will reach €2.8 trillion in Europe in 2024. However, we see an increasing demand for more personalized experiences. How can you surprise and delight, create value, and build loyalty when you’re not fully controlling your channel (or your product)? This session will share insights in how consumer behaviors are changing, how marketplaces are dominating ecommerce, and which questions you should be asking to prepare yourself.

Speakers:
Reineke Reitsma, VP, Research Director, Forrester

11:30 am – 12:00 pm

Deep Dives

In an era where customers use more and more digital services, they project their steadily rising expectations towards the service offerings. Understanding these expectations and keeping up with and exceeding them by closing experience gaps not only is essential to stay in business, but untaps some real value potential. CX is a mindset embedded in the culture of an organization, and at the same time a set of capabilities to translate important customer and market insights into products and service offerings.

The result: higher conversions, less churn and less operational effort, here and now. To really leverage these value pools at scale, innogy decided in 2017 to setup the CX Factory. CXF is a unique collaboration platform working across the markets to generate new insights, develop outstanding customer experiences, leverage new technologies and train our own people to really deliver on CX locally. Results so far have been very good, both in leveraging immediate value and building the necessary capabilities and mindset to sustain it. CX delivers goals and gets even more relevant in an industry where customers transform to prosumers, taking over new roles in the value chain, thus disrupting the utility industry – the conclusion is clear – we need to make energy a great experience, across Europe and beyond.

Speakers:
Jens-Michael Peters, Head of CX, Innogy

As colleagues, business executives and CX professionals may rarely disagree that customer experience is key to financial success, yet they have a common challenge in proving it with numbers.  Ultimately, companies and the management are judged by the amount of profit and shareholder returns. However, the  accounting frameworks weren’t built around the customer, which is why it is often a mystery how much a certain change in the level of customer experience may affect the bottom line. Or conversely, it is anyone’s guess how much of the annual profit is actually attributable to customer experience improvements. To address this challenge, CX pros and their colleagues must connect CX to the money story. Join this session to learn how, based on the latest research insights from Forrester.

Speakers:
Tom Mouhsian, Principal Analyst, Forrester

Speakers:
Tim Oliver, Group Chief Customer & Marketing Officer, FWD Insurance
Rusty Warner, Principal Analyst, Forrester

12:10 pm – 12:40 pm

Deep Dives

Customer Excellence is an Allianz Program that puts the customer at the heart of everything we do. The program consists of a journey optimization approach as well as a Voice of the Customer tool. The tool enables the Allianz entities to solve concrete customer issues in real time and to improve customer journeys systematically. Additionally the program cares for global capability building and an exchange between the different Allianz entities around the world.

Speakers:
Simone Correll, Global Customer Excellence Program Manager, Allianz

More and more companies are prioritizing design but many jeopardize their efforts by falling for widespread myths about what design is, who should do it, and how to do it. In this session, David Truog will debunk these myths and discuss how to help your firm overcome them, by 1) designing well through a combination of both art and science; 2) ensuring you blend democratization, expertise, and representativeness on your design teams; 3) innovating empirically — prioritizing evidence over instinct; and 4) iterating insightfully — delivering value and quality to reveal and meet user needs.

Speakers:
David Truog, VP, Research Director, Forrester

The most disruptive firms must digitally engage customers within and across the online and physical worlds.  Leveraging locational information they excel at understanding the context of customer engagements which they use to enhance experiences at scales that make a difference.  Forrester calls this practice location intelligence. Don’t get left behind and make sure you hone and apply your firm’s location intelligence to sharpen its online, physical world and hybrid experiences. During his talk, James McCormick will explore how a strategic approach to location intelligence will help your firm win in the age of the customer. He will discuss the new urgency for location intelligence and why its renaissance is happening now; examples of how leading firms providing winning experiences with location intelligence; and what approaches your firm must take to adopt and mature its location intelligence capabilities.

Speakers:
James McCormick, Principal Analyst, Forrester

12:40 pm – 1:40 pm

Lunch Break

Including Meet & Exchange: INSIGHT TECHNIQUES FOR DIGITAL EXPERIENCES
For more information click here.

1:40 pm – 2:40 pm

Keynotes: Connecting Employee and Customer Experience

The best future employee experiences will focus on helping employees cope with the ever-present, existential threats to their jobs and careers. Companies can only succeed in that environment by building human-centered employee experiences that restore a sense of psychological safety and trust for employees that makes them excited, not fearful, to face the next transformation. To do this, firms must invest in their employees as never before to help them evolve continuously to tackle new challenges and adapt into new roles.

Presentations include:

EON’s Journey Program

A reflection on EON’S developing a customer led performance culture. Maintaining focus on core experiences while developing new offers to the market. EON is leading Europe’s energy transformation and is putting its customer’s experience at the heart of it. This session shares some useful insights into developing a program and maintaining its success for years.

Speakers:
Keith Fletcher, E2E Customer Journeys - Senior Program Manager, E.ON

How To Help Human Employees Thrive In Our Transformation-Filled Future

The best future employee experiences will focus on helping employees cope with the ever-present, existential threats to their jobs and careers. Companies can only succeed in that environment by building human-centered employee experiences that restore a sense of psychological safety and trust for employees that makes them excited, not fearful, to face the next transformation. To do this, firms must invest in their employees as never before to help them evolve continuously to tackle new challenges and adapt into new roles. We will also provide recommendations for how CX and EX leaders can take the lead in building PEAK Human employee experiences at their organizations that make success more likely for their CX and Digital transformations.

Speakers:
Samuel Stern, Principal Analyst, Forrester

Is Your Customer Experience Ready For 2020?

Are you prepared for what’s coming? Forrester’s Predictions 2020 cover what’s on the horizon in areas critical to business success, so you can grow your competitive edge. Maxie Schmidt and Joana de Quintanilha will share the top 5 CX and EX predictions that will most affect your firm in 2020. We may throw in some wildcards, co-created during the Forum!

Speakers:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester
Maxie Schmidt, Principal Analyst, Forrester

2:50 pm – 3:00 pm

Day Two Closing Remarks and Forum Wrap-Up

CX Europe 2019 · November 14 – 15 · InterContinental London

InterContinental London — The O2
1 Waterview Drive
London SE10 0TW, United Kingdom
+44 20-8463-6868
Hotel website | Group Rate

Take advantage of our team discount by using discount code 3FORR2 for 3 tickets for the price of 2!