- 9:00 am – 5:30 pmForrester Leadership Board Meetings
- 9:00 am – 12:45 pmFoundation Programs: Business Transformation, Core Technology, or Emerging Tech
- 12:45 pm – 1:45 pmLunch
- 1:45 pm – 4:00 pmDeep Dives and Sponsor Presentations
- 4:00 pm – 4:30 pmNetworking
- 4:30 pm – 5:45 pmMain Stage Keynotes
- 9:00 am – 10:20 amMain Stage Keynotes
- 10:20 am – 10:50 amNetworking
- 10:50 am – 12:40 pmDeep Dives and Sponsor Presentations
- 12:40 pm – 1:40 pmLunch and Networking
- 1:40 pm – 3:00 pmMain Stage Keynotes
Wednesday Nov 13
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 (email@example.com) and visit our website here.
Thursday Nov 14
Registration and Refreshments
Keynotes: Human-Centric Innovation
Create Experiences Rooted In Customer Needs, Not Technology
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. Today many innovation efforts are 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. To avoid this trap, we will explore how you can make a shift in the definition of innovation, human-centric approach, and new ways of working to ensure your innovations appeal to customers — not just to your technologists.
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.
Monika Schulze, Head of Customer & Digital Experience , Zurich Insurance
Coffee & Networking Break
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.
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.
Gina Bhawalkar, Principal Analyst, Serving Customer Experience Professionals, Forrester
Solution Session with 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.
Margaret Cyphers, User Experience & Creative Director, Google
Networking And VIP Lunches
VIP Lunches hosted by Quantum Metric and Coveo Solutions
This lunch is invitation only. To submit a request to be considered to attend, please email firstname.lastname@example.org
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.
Aurelie L'Hostis, Senior Analyst, Forrester
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.
Kelly Price, Analyst, 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.
Rusty Warner, Principal Analyst, Forrester
Learn about the latest technologies that will help you power your CX initiatives.
Sessions from InMoment, Verint and Genpact
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.
Paulina Gasinska, Chief Ethics Officer, mBank
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.
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.
Thomas Husson, VP, Principal Analyst, Forrester
Quick, real-time demonstrations of new and emerging technology solutions .
Sessions from Thunderhead
Coffee & Networking Break
Keynotes: Optimize Cross-Channel Experiences
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.”
Carmine Muscariello, Vice President, Customer Experience, Operations & Quality, Bouygues Telecom
Industry Case Study with MSC Cruises
Luca Pronzati, Chief Business Innovation Officer, MSC Cruises
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.
Michelle Beeson, Analyst, Forrester
VIP Dinner hosted by Verint
This dinner is invitation only. To submit a request to be considered to attend, please email email@example.com
Friday Nov 15
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.
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.
Karine Cardona-Smits, Senior Analyst, Customer Experience, Forrester
Industry Case Study with FWD Insurance
Tim Oliver, Group Chief Customer & Marketing Officer, FWD Insurance
Networking & Coffee Break
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.
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.
Enza Iannopollo, Senior Analyst, Forrester
As a Data Visualization evangelist, designer and engineer, Gabi Steele shares her unique perspective on how to make data more accessible through storytelling and visualization. Her talk provides an overview of data visualization as a discipline of its own, and shares best practices on visual perception and how to build a visualization team within your organization. In addition to leading Data Visualization at WeWork, Gabi also developed and co-founded a data innovation program known as Data Cult. This grassroots initiative empowers employees to solve problems using data, regardless of skillset or function. The program has been run at WeWork headquarters across the globe and graduated more than 500 employees.
Gabi Steele, Data Visualization Engineer, WeWork
Learn about the latest technologies that will help you power your CX initiatives.
Sessions from Medallia
In an era where customers use more and more digital services they project their steadily rising expectations to the service offerings. Understanding these expectations and keeping up to them by closing experience gaps not only is mandatory to stay in business but untaps real value potential. CX is a mindset embedded in the culture and at the same time a set of capabilities to translate these insights into products and service offerings and the way how we do business. The result: higher conversions, less churn and less operational effort, here and now. To systematically capture these value pools directly at scale, innogy decided in 2017 to setup the CX Factory. CXF is a unique collaboration platform across the markets generating insights, development of customer solutions, technologies and capability building in an effective group approach. Results so far have been promising both in leveraging immediate value and building the necessary capabilities and mindset to sustain it.
CX delivers 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.
Jens-Michael Peters, Head of CX, Innogy
Gain insight from an industry leader on how they changed the game with radical CX innovation.
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.
James McCormick, Principal Analyst, Forrester
Networking and VIP Lunches
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.
Industry Case Study
Solution Session with Reputation
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.
Samuel Stern, Principal Analyst, Forrester