CX Summit
North America

CX, B2C Marketing, & Digital Business Leaders

June 17 – 20, 2024  |  Nashville & Digital

Agenda

Bold Starts: Monday

Jun 17
  • 2:00 pm – 5:00 pm CDT Forrester Women's Leadership Program
  • 5:15 pm – 6:15 pm CDT Musical Experience: Team Anthem
  • 6:15 pm – 7:15 pm CDT Reception

Tuesday

Jun 18
  • 8:00 am – 9:00 am CDT Breakfast
  • 9:00 am – 10:45 am CDT Opening Remarks & Keynotes
  • 10:45 am – 11:30 am CDT Marketplace Break & Networking
  • 11:30 am – 12:40 pm CDT Breakout Sessions & Case Study Sessions
  • 12:50 pm – 1:55 pm CDT Lunch & Marketplace
  • 2:05 pm – 3:55 pm CDT Breakout Sessions & Case Study Sessions
  • 3:55 pm – 4:35 pm CDT Marketplace Coffee Break & Networking
  • 4:35 pm – 5:05 pm CDT Keynote Session
  • 5:10 pm – 5:40 pm CDT Customer-Obsessed Enterprise Award Winner & Closing Remarks
  • 5:40 pm – 6:40 pm CDT Reception

Wednesday

Jun 19
  • 8:30 am – 9:30 am CDT Breakfast
  • 9:30 am – 10:50 am CDT Welcome Back + Keynote Sessions
  • 10:50 am – 11:35 am CDT Marketplace Break
  • 11:35 am – 1:00 pm CDT Breakout Sessions & Case Study Sessions
  • 1:10 pm – 2:15 pm CDT Lunch & Marketplace
  • 2:25 pm – 3:50 pm CDT Breakout Sessions & Case Study Sessions
  • 3:50 pm – 4:30 pm CDT Marketplace Break & Networking
  • 4:35 pm – 5:45 pm CDT Keynote Sessions
  • 5:45 pm – 8:00 pm CDT Reception & Special Entertainment

Thursday

Jun 20
  • 8:30 am – 9:30 am CDT Breakfast
  • 9:30 am – 10:40 am CDT Breakout Sessions & Case Study Sessions
  • 10:40 am – 11:15 am CDT Marketplace Break & Networking
  • 11:25 am – 11:55 am CDT Breakout Sessions
  • 12:10 pm – 12:45 pm CDT Keynote Session & Closing Remarks

Bold Starts: Monday Jun 17

6:30 pm – 7:30 pm CDT

Executive Leadership Exchange (Invite-Only): Networking Reception: Meet Your Peers

Join us for a pre-conference reception where you can network with Forrester experts and industry peers who will be part of the ELE program throughout the event.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester
Mike Proulx, VP, Research Director, Forrester
Emily Collins, VP, Research Director, Forrester

Tuesday Jun 18

8:00 am – 9:00 am CDT

General Breakfast

9:00 am – 9:30 am CDT

Opening Remarks

Speakers:
Rick Parrish, VP, Research Director, Forrester

9:35 am – 10:05 am CDT

Keynote: Forge Boundless Experiences With Humans + AI

Leaders are rapidly infusing customer experiences, marketing efforts, and digital properties with AI. But winning companies will infuse them with humans + AI, harnessing the power of employees, partners, and customers themselves to create boundless experiences. We’ll discuss:

  • Why boundless experiences are replacing traditional customer lifecycles.
  • How humans + AI can deliver boundless experiences.
  • How to prepare your employees with the right skills to thrive as humans + AI.

Speakers:
J.P. Gownder, VP, Principal Analyst, Forrester

10:10 am – 10:40 am CDT

Keynote: Guest Speaker To Be Announced

10:45 am – 11:30 am CDT

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.

11:30 am – 12:00 pm CDT

Breakout Sessions

The Future Of Humans + AI
Five Steps For Building Differentiation With GenAI

Companies across the world are scrambling to develop, build, and deploy generative AI applications — and they need to understand the nuanced roadblocks that can come up along the way. In this talk, we’ll introduce you to five key steps you can take when building your own genAI experiences. Join this session to:

  • Learn how to choose which models to use.
  • Understand how to enable your employees to use this technology safely.
  • Uncover how to think about the customer experience and generative AI.

Speakers:
Rowan Curran, Senior Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Panel: Analytically-Driven CX Improvement

In the world of analytics, it’s easy to get mired in technical details. But companies regularly face a bevy of people and process challenges that stymie efforts to translate insights into actions that improve CX. This session will provide real-world examples of:

  • Collaboration across diverse stakeholders to drive action.
  • Measuring and communicating the ROI of insights.
  • Prioritizing insights and action.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester
Dr. Brita Andercheck, Chief Data Officer and Director of the Office of Data Analytics and Business Intelligence, City of Dallas

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Human-Centered, AI-Ready Leadership
Are You A Better Boss Than A Bot? Level Up Your Leadership Skills For An AI-Infused World

We (and others) have been saying for years that leaders need to get better at what they do, and that poor leadership leads to poor business outcomes. The sad truth is that most companies still don’t believe it, nor have they invested in a meaningful way in their leaders’ skills. So now we face a new question: If human leaders are mediocre enough, can they be replaced by generative AI? Good leaders can’t, but are you good enough? Attend this session so you can:

  • Learn what differentiates human leaders from bots (and how smart leaders are leveraging AI to be even better).
  • Understand (and avoid) the risks of poor leadership in an AI-infused world.
  • Make a plan to develop the right skills that your leaders need to meet the challenges of tomorrow.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

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Better Together: CX + Digital + Marketing
Align And Activate For Amazing Experiences

In the battle for market and wallet share, random acts of CX just don’t cut it. Marketing, digital, design, and CX leaders can systematically improve experiences by focusing on collaborative patterns, shared practices, and defined approaches to flexible processes that yield improvements in shared and discipline-centric metrics. You’ll learn:

  • Why enterprise CX transformation can lose focus.
  • How to get resources and funding back on track.
  • How successful organizations deliver.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
AJ Joplin, Senior Analyst, Forrester

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AI Everywhere?
Impact Customer Outcomes with AI Powered Digital Experiences

Digital business leaders can now deliver enhanced customer value by orienting around customer outcomes across brand ecosystems, rather than task-based experiences. With consumers accessing digital experiences across more digital touchpoints, proliferation of APIs to integrate data and systems across the modern enterprise, and the introduction of co-pilots built on large language models, businesses need to pivot their digital strategies now to take reap the benefits over the next 3-5 years. This session, baked in market proof points, will help leaders:

  • Understand digital consumer’s psychology and what truly “removing friction” means
  • Envision multi-brand intelligent customer journeys to create new value, while capturing additional data
  • Leverage existing and emerging technology capabilities to engage, win and retain consumers

Speakers:
Chuck Gahun, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
No Experience Is The Most Convenient Experience

Invisible experiences are the ultimate loyalty play. They deliver unparalleled value to your customers while increasing their switching costs. Few organizations have the mindset, let alone the alignment, data, and AI competencies, to build a competitive advantage with an invisible experience (IX). Attend this session to:

  • Understand and assess the benefits of IX to your company.
  • Inventory the competencies that you must build to deliver IX.
  • Learn IX best practices.

Speakers:
Joe Stanhope, VP, Principal Analyst, Forrester
Jessica Liu, Principal Analyst, Forrester

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The GenAI Trust Imperative
Don’t Get Canceled: Overcoming GenAI Consumer Backlash

Like with any new (and misunderstood) technology boasting “life-changing” promises, people are both excited for and skeptical of generative AI. As a result of public perception, consumer backlash against AI is on the rise, with awareness of the tech becoming more pervasive. But brands have a lot of control over how they deploy genAI responsibly in order to enhance the customer experience and preempt a trust disadvantage. During this session, you will:

  • See the markers for what fuels consumer behavioral backlash over genAI.
  • Understand the different means and impacts by which consumers react.
  • Learn proactive ways to advance your genAI strategy without a PR crisis on hand.

Speakers:
Audrey Chee-Read, Principal Analyst, Forrester

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12:10 pm – 12:40 pm CDT

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.

12:50 pm – 1:55 pm CDT

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): Exclusive Lunch with Analyst-Led Topic Tables

Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for B2C Marketing, CX, and Digital leaders. Topics include, Leadership, Employee Engagement, Tomorrow’s Consumer, AI and Digital Business Strategy and more. 

Speakers:
Jonathan Roberts, Senior Analyst, Forrester
David Johnson, Principal Analyst, Forrester
Katy Tynan, VP, Principal Analyst, Forrester
Audrey Chee-Read, Principal Analyst, Forrester
Sucharita Kodali, VP, Principal Analyst, Forrester
Brandon Purcell, VP, Principal Analyst, Forrester
Su Doyle, CX Exec Partner & Sr Analyst, Forrester

2:05 pm – 2:35 pm CDT

Breakout Sessions

The Future Of Humans + AI
Design Your AI Customer Service Strategy

Contact centers have been at the forefront of human-software and human-AI interaction for decades, but we’re only now scratching the surface of what’s possible. Generative AI and other emerging technologies offer new ways to engage with customers, augment agents, and empower operations staff. We’ll discuss:

  • Strategies for harmonizing humans and AI systems to elevate outcomes.
  • How companies are driving differentiated customer service experiences.
  • The evolving significance of humans in an era of increasing automation.

Speakers:
Christina McAllister, Senior Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Use Your AI Mojo To Conjure CX ROI

Many companies continue to struggle to demonstrate the ROI of their CX initiatives. Success relies on making linkages between several types of metrics that each describe a unique aspect of customers’ experiences, including their perceptions. Falling survey response rates increasingly challenge organizations’ abilities to draw these linkages. Fortunately, AI brings the opportunity for firms to build these data connections more easily to demonstrate the ROI of strong CX. Attendees of this session will learn how AI:

  • Captures customer perceptions while avoiding data collection landmines.
  • Helps companies rely less on perception metrics in modeling customer outcomes.
  • Will eventually replace the need for extensive survey programs.

Speakers:
Pete Jacques, Principal Analyst, Forrester

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Human-Centered, AI-Ready Leadership
The CMO Will Own AI Adoption

Marketing has spawned many of generative AI’s earliest use cases — from creative ideation and content development to personalization and search optimization. And we’re merely at the starting line of a marathon of possibilities. According to Forrester data, 40% of US-based B2C marketing executives indicated in Q4 2023 that they were exploring genAI use cases. But how do CMOs lead their teams toward integration of this tech into their marketing operations and strategy? And how is this all done in a human-centered way? During this panel, you will:

  • Hear about marketing leaders’ wins and fails with generative AI.
  • Learn how to advance genAI from exploration to integration.
  • Explore what effect the fervor of genAI is having on the CMO’s remit.

Speakers:
Mike Proulx, VP, Research Director, Forrester

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Better Together: CX + Digital + Marketing
Customer-Focused Orgs Are Aligned, Defined, Fluid, And Fast

Think about org structure not as an end state to accomplish but as a lever to pull to create alignment and your expression of customer obsession. Join this session to:

  • Learn the common factors that make different org models successfully align CX, digital, and marketing functions.
  • Determine what structure best suits your business using Forrester’s framework.
  • Inform your strategy with real-world examples.”

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

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AI Everywhere?
When Machines Get Creative

Emerging AI technologies let you design experiences that are more conversational, adaptive, and creative, which makes machines and their software feel more humanlike to users. Of these three new capabilities, creativity — enabled by generative AI — is the most powerful and surprising and requires a new mindset for effective human-machine collaboration. In this session, you’ll learn:

  • How generative AI is making software creative.
  • How to design experiences that tap into that creative power while also managing the risks.
  • What it means for the future of human-machine interaction.

Speakers:
David Truog, VP, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
When Machines Are More Empathetic

Empathy helps brands understand their customers and create meaningful experiences that meet customers’ needs. Human-to-human interactions have been at the core of building empathy, but that’s about to change. How can we maintain empathy in a world that’s increasingly becoming AI-driven? In this session:

  • Rethink empathy’s role in an AI-driven world.
  • Explore how automation can help create empathetic experiences.
  • Learn about potential risks to avoid.

Speakers:
Senem Guler Biyikli, Analyst, Forrester

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The GenAI Trust Imperative
The Seven Habits Of Highly Trusted Artificial Intelligence

AI has a trust problem. Highly publicized blunders have eroded trust with consumers, while a lack of understanding among business stakeholders shakes confidence and stymies AI adoption. It’s time to bridge this trust gap and realize the full business potential of this transformational set of technologies. In this session, you will:

  • Learn how to apply the seven levers of trust — accountability, competence, consistency, dependability, empathy, integrity, and transparency — to artificial intelligence.
  • Discover which levers to pull to create trust with different types of stakeholders.
  • See how other companies are developing trusted AI.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester

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2:45 pm – 3:15 pm CDT

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.

3:25 pm – 3:55 pm CDT

Breakout Sessions

The Future Of Humans + AI
Put Humans In Charge Of Your AI Minions

AI is quickly becoming part analytics capability and part employee. From chatbots to automated decisioning, CX pros are augmenting their operations and experiences with robotic workers. Critical to any high-performing CX organization is getting governance and structure right. We’ll discuss the following:

  • Learn why CX pros need to adapt management, operational, and oversight skills over robotic workers.
  • Understand why a “human in the loop” is crucial.
  • Design strategies to put humans in the loop and on the loop to govern and de-risk the AI minions.

Speakers:
Michele Goetz, VP, Principal Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Capture The Value Of Customer Lifetime Value

Customer lifetime value (CLV) analysis measures the future profitability of customers, providing companies with the ability to gauge the success of CX initiatives and to direct customer investment. Unfortunately, many companies that attempt to calculate CLV struggle to determine the right data and equation for doing so. This session will:

  • Introduce different models for calculating CLV.
  • Identify the data necessary for CLV calculation.
  • Showcase best practices for using CLV to engage with customers.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester
Elpida Ormanidou, Vice President, Business Intelligence & Advanced Analytics, PetSmart

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Human-Centered, AI-Ready Leadership
Embedding AI? First, Get Your House In Order With Org Effectiveness 

Leading a team is challenging. Managing your projects and deadlines may distract you from the important process of assessing your team’s effectiveness. During this workshop session, executives and team leaders will learn an easy-to-apply model for organizational effectiveness and leave with their own team assessment and action items. In this session:

  • Gain an actionable model for organizational effectiveness, applicable to any function.
  • Learn how to assess your team and engage them in a collaborative assessment activity.
  • Uncover action steps for you and your team to improve their effectiveness.

Speakers:
Betsy Summers, Principal Analyst, Forrester

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Better Together: CX + Digital + Marketing
Optimize Your Tech Stack For Customer Outcomes

Aligned customer-facing functions report higher growth and profitability. But integrating underlying tech stacks is a major hurdle. Forward-looking organizations that harmonize their tech ecosystems position themselves to better understand and respond to customer needs today — and adapt to new AI-driven experiences. In this session, you’ll learn:

  • Core tenets of a customer-obsessed tech ecosystem.
  • Techniques to audit your current disparate tech stacks.
  • Tips for accelerating tech and business alignment.

Speakers:
Colleen Fazio, Senior Analyst, Forrester
Rusty Warner, VP, Principal Analyst, Forrester

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AI Everywhere?
Conversational AI In Customer Self-Service

Generative AI enables conversations that are both smart and natural — exactly what’s been missing from customer self-service for years. But generative AI alone won’t orchestrate customer interactions across multiple AI solutions and back-end systems. This is where conversational AI comes in. It’s the glue that can turn natural conversations into self-service tools that answer questions, gather information from across the organization, and perform back-end transactions. Conversational AI will also be tasked with making sure that generative AI is targeted, safe, and truthful. In this presentation, you will learn:

  • How the power of generative AI and large language models will impact customer self-service and the contact center.
  • What guardrails are needed to protect your customers who interact directly with generative AI solutions.
  • How organizations can map out a path to revolutionary self-service solutions.

Speakers:
Max Ball, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
GenAI Experiences In The Real World

Has there been a topic more discussed than generative AI over the past 18 months? Despite all the hype and talk, not many companies have widely deployed genAI to drive real customer experiences — especially not at scale. In this session, however, we’ll hear from a company that has done just that. In this session, you will learn:

  • The process of deciding what problems to tackle with genAI.
  • Lessons gleaned from real-world deployment, including common hurdles and how to overcome them.
  • What results to expect and how to measure success in customer-facing genAI.

Speakers:
Ian Jacobs, VP, Research Director, Forrester

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The GenAI Trust Imperative
Privacy Now, Not Later: GenAI Consumer Privacy By Design

Generative AI entices marketers with promises of saved time and optimized outputs. But companies have overlooked critical questions about customer data and consent in their fervor to take advantage of this emerging tech. A “privacy by design” approach helps companies retain consumer trust and avoid the genAI extremes — either experimenting recklessly or blocking the emerging technology outright. Attend this session to:

  • Understand the principles and benefits of a “privacy by design” approach.
  • Learn how to pivot from a compliance-focused privacy discussion to a strategic one.
  • Determine who to collaborate with to assess use cases, risks, and opportunities with the end consumer in mind.

Speakers:
Stephanie Liu, Senior Analyst, Forrester

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3:55 pm – 4:35 pm CDT

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.

4:00 pm – 4:40 pm CDT

Executive Leadership Exchange (Invite-Only): Introducing the Organizational Effectiveness Toolkit

Details coming soon!

Speakers:
Betsy Summers, Principal Analyst, Forrester

4:35 pm – 5:05 pm CDT

Keynote: Introducing Your Future AI Consumer

Forget robots and machines — the future consumer will be an AI copy of you. As AI integrates into our daily lives, businesses will need to account for a new demographic. This is critical — while consumers may have a shallow understanding of AI, their actions hint at a different story. In this session:

  • Understand the latest data on how consumers engage with AI (specifically, generative AI).
  • Learn about the evolving relationship between brands and consumers in the world of AI.
  • Meet your AI consumer of the future.

Speakers:
Audrey Chee-Read, Principal Analyst, Forrester

5:10 pm – 5:40 pm CDT

Keynote: 2024 Customer-Obsessed Enterprise Award Winner

Forresters 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 Forresters 2024 North American award winner.

6:30 pm – 8:30 pm CDT

Executive Leadership Exchange (Invite-Only): Exclusive Dinner

Join us for a relaxing dinner and bond with peers as you share insights from Day 1 and look ahead to the rest of the conference.

Speakers:
Keith Johnston, VP, Group Director, Forrester
Rick Parrish, VP, Research Director, Forrester
Mike Proulx, VP, Research Director, Forrester

5:45 pm – 6:45 pm CDT

Reception

Wednesday Jun 19

8:30 am – 9:30 am CDT

General Breakfast

9:30 am – 9:40 am CDT

Welcome Back

Speakers:
Rick Parrish, VP, Research Director, Forrester

9:40 am – 10:10 am CDT

Keynote: One Strategy To Rule Them All

Having separate CX, marketing, and digital strategies checks administrative boxes but doesn’t provide the unity necessary for success in the fast-approaching world of boundless, AI-powered commerce. To reach that height, you’ll need one strategy that orchestrates and directs activities to support customer-obsessed growth. In this session, you’ll learn:

  • The latest data about how CX, marketing, and digital teams approach strategy.
  • Why it’s important to unify these strategies.
  • How to start unifying these strategies so that your company can thrive in a world of boundless experiences.

Speakers:
Judy Weader, Principal Analyst, Forrester

10:15 am – 10:45 am CDT

Keynote: Guest Speaker To Be Announced

10:50 am – 11:35 am CDT

Marketplace Coffee Break & Coffee Chat (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): Q&A with 2024 Customer-Obsessed Leadership Winners

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.

Speakers:
Eric Epstein, VP, Executive Partner, Forrester
Melissa Gill, VP, CX Executive Partner • Executive Program, Forrester

11:35 am – 12:20 pm CDT

Breakout Sessions + Ask The Expert

The Future Of Humans + AI
The Algorithm of You: Meet Your Digital Self

Algorithms dictate much of our digital experiences, such as the search results we see, the products we find, the messages we receive, and the ads we’re served. Traditionally, algorithms are deployed by companies and geared toward corporate objectives: revenue, clicks, views, and so on. What if you could build an agent that tuned algorithms to your specific goals and needs instead? Enter your digital self. Join this session to learn: 

  • How your digital self-will combat the algopocalypse and make customer-driven personalization a reality 
  • What the rise of the digital self means for brands 
  • What the future holds for the digital self 

Speakers:
Audrey Chee-Read, Principal Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Embrace The Three Pillars Of Personalization: Strategy, Data, And Tech

Consumer personalization requires strategy, data, and technology. Companies are vocal about data challenges and immediately look to technology for solutions — but they require a sound strategy first. In this session:

  • Adopt a strategy, data, and technology framework to approach consumer personalization.
  • Identify the data challenges that plague personalization efforts.
  • Break down data into different categories and types to execute personalization.

Speakers:
Jessica Liu, Principal Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Cracking The Code Of Employee-Led AI Adoption

As a leader, you probably know where generative AI can help you improve customer experience or get more efficient, but your employees can also show you how. Learn how others are doing it through a handful of real-world client examples of successful employee-led projects, including what they learned along the way that you can use to guide your generative AI efforts. In this session, you will learn:

  • Why the employee perspective is so critical for success.
  • How organizations are governing their employee-led efforts.
  • What they learned along the way that will help you avoid mistakes.

Speakers:
David Johnson, Principal Analyst, Forrester

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Better Together: CX + Digital + Marketing
AI Everywhere?
The AI Solutions That Are Transforming Retail

Retail is one of the world’s most competitive industries — low barriers to entry, fickle shoppers, and heavy marketing costs are all factors. For decades, retailers have deployed machine learning to improve their inventory levels, set prices, and personalize promotions to effectively compete. In this session, attendees will learn about:

  • The new applications of AI that retailers have found effective.
  • Generative AI deployments that retailers have already launched and their effectiveness.
  • What all consumer-facing businesses can learn from live retail deployments of AI.

Speakers:
Sucharita Kodali, VP, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
Let’s Dissect Real Chatbot Experiences

Many companies have self-service chatbots or interactive virtual assistants for customers and prospects, but most of them offer bad experiences that frustrate customers so much that they walk away from the brand. In this session, we’ll examine real-world chatbots, highlighting some best practices and identifying some mistakes that can be avoided by applying effective design principles. In this session, you will learn:

  • Best practices for conversation design to help increase the value of your self-service offerings.
  • Some common design mistakes that get in the way of good customer experiences.
  • Ideas on how generative AI and other new technologies will help you take customer self-service to the next level.

Speakers:
David Truog, VP, Principal Analyst, Forrester
Max Ball, Principal Analyst, Forrester

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The GenAI Trust Imperative
Earn Consumers’ Trust With AI-Integrated Advertising

To improve advertising’s performance, marketers must first improve the quality of their inputs into AI-powered ad platforms. High-quality inputs improve consumers’ experiences with advertising and, thus, trust — ultimately lifting return on ad spend. During this session, you will:

  • Learn how to develop content that appears on AI-integrated search engine results pages.
  • Understand when to use AI to develop persuasive ad creative that garners consumers’ attention.
  • Discover where to plan and buy AI-powered media.

Speakers:
Nikhil Lai, Senior Analyst, Forrester

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12:30 pm – 1:00 pm CDT

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.

1:10 pm – 2:15 pm CDT

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 | Culture is Your Secret Weapon

Details coming soon! 

Speakers:
Angelina Gennis, Senior Analyst, Forrester

2:25 pm – 3:10 pm CDT

Breakout Sessions + Ask The Expert

The Future Of Humans + AI
Generate Real Value With GenAI

With all of the excitement and attention around generative AI, many folks wanting to adopt it are finding a dearth of real-life examples of genAI generating value. Join this session for a discussion about the practicalities of how to measure the impact and success of genAI projects — and how the partnership between humans and AI is crucial for this.

Speakers:
Rowan Curran, Senior Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Communicate And Capture Value With Data Storytelling

How do you turn data into action? Leverage the power of data storytelling to transform how you communicate insights and usher in a new era of boundless experiences. Storytelling is essential to help CX, marketing, digital, and data professionals make decisions, connect metrics and business goals, and obtain buy-in. You will learn how to:

  • Assess your audience’s roles, goals, and values.
  • Define and structure impactful narratives.
  • Motivate your audience to drive transformative change.

Speakers:
Kim Herrington, Senior Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Look Both Ways At The Intersection Of AI And Belonging

Diversity, equity, and inclusion (DEI) work has been at the forefront of many organizations’ people strategies for years. The introduction of generative AI raises many questions and concerns about the ways that AI can propel forward, or hold back, ongoing DEI and belonging efforts. Join Senior Analyst Jonathan Roberts and a panel of esteemed guests from the world of DEI and AI in a discussion that will help shape your thinking and gear up for the future ahead. During this panel, you will:

  • Hear from industry thought leaders about the marriage of AI and belonging.
  • Understand the truth of AI and who often gets lost in the shuffle.
  • Learn how to move forward with AI while honoring your commitment to belonging.

Speakers:
Jonathan Roberts, Senior Analyst, Forrester

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Better Together: CX + Digital + Marketing
Forrester’s 2024 Customer-Obsessed Leadership Award Winners

Forrester’s 2024 Customer-Obsessed Leadership Award recognizes senior leaders who exemplify customer obsession. Join us in speaking with Forrester’s 2024 Leadership Award winners so you can:

  • Gain insights into how these leaders put customers at the heart of their business.
  • Apply a customer-obsessed mindset to your own initiatives and your organization.
  • Align across your organization to put the customer at the center of everyone’s work.

Speakers:
Melissa Gill, VP, CX Executive Partner • Executive Program, Forrester
Eric Epstein, VP, Executive Partner, Forrester

READ MORE +READ LESS -
AI Everywhere?
Customer Feedback And The Age of AI

We predict that half of large global firms will experiment with customer-facing generative AI this year. CX pros need to support these new AI-driven experiences while simultaneously ensuring that their organizations don’t forget about the humans having these experiences. Now more than ever, organizations need customer insights to inform, measure, and monitor new AI-driven experiences. Attendees of this session will learn:

  • How AI and genAI are relevant to customer feedback management practices (LIAM).
  • How customer feedback management practices need to adapt in the age of AI.
  • Key CX fundamentals in the age of AI.

Speakers:
Colleen Fazio, Senior Analyst, Forrester

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Deliver Experiences At Digital Speed
When Experiences Meet Regulations

Industries with heavy regulatory burdens still want to deliver excellent customer experiences. But those regulations limit the data capture and use that brands can deploy to drive those experiences, as well as causing some unintentional experiential friction (think of lengthy required disclosures!). In this session, experts in financial services and healthcare will help you learn:

  • What expectations consumers bring to their experiences with regulated industries.
  • How brands in regulated industries design great experiences.
  • How brands deal with data restrictions and controls in their experiences.

Speakers:
Ian Jacobs, VP, Research Director, Forrester
Peter Wannemacher, Principal Analyst, Forrester
Arielle Trzcinski, Principal Analyst, Forrester

READ MORE +READ LESS -
The GenAI Trust Imperative
Develop Trust In AI-Powered Martech Capabilities

Emerging AI promises exciting advances in martech for creative, analytics, operations, and interaction execution. Marketers have a once-in-a-generation opportunity with AI to modernize the martech backbone, but it won’t happen on its own. Marketers must proactively plan and manage AI adoption to drive marketing results, develop trust in AI-powered capabilities, and ultimately drive effective customer experiences. Attend this session to:

  • See a framework for defining new AI functionality and use cases in martech.
  • Learn a planning approach for developing an AI adoption roadmap in martech.
  • Understand key considerations for technology and organizational readiness to deliver and build confidence in AI use cases.

Speakers:
Joe Stanhope, VP, Principal Analyst, Forrester

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3:20 pm – 3:50 pm CDT

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.

3:50 pm – 4:30 pm CDT

Marketplace Coffee Break & Coffee Chat (In-Person Only)

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

4:35 pm – 5:05 pm CDT

Keynote: Align To Win: CX, Digital, And Marketing

For one “boundless experience” strategy to succeed, three critical disciplines must converge in perfect unison to deliver that singular business strategy. Success will spur growth; failure will portend irrelevance in a rapidly evolving, hyper-competitive market. In this session, you will:

  • Learn how alignment affects performance and revenue growth.
  • Get a clear idea of what successful alignment looks like.
  • Hear from business leaders about what worked (and what did not).

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

5:10 pm – 5:40 pm CDT

Keynote: Guest Speaker To Be Announced

5:45 pm – 6:45 pm CDT

Reception

Thursday Jun 20

8:30 am – 9:30 am CDT

General Breakfast

9:30 am – 10:00 am CDT

Breakout Sessions

The Future Of Humans + AI
Humans + AI Will Make You More Customer-Focused

Just 6% of companies are customer-obsessed today because it’s almost impossibly hard to scale a complete transformation of an enterprise’s leadership, strategy, and operations. But AI + humans can make you more customer-obsessed across your business. We’ll discuss:

How AI is helping customer experience efforts succeed.

How to marry AI with your teams to pull off high-level corporate pivots.

How to execute strategic shifts faster, at scale, and with better customer resonance.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Making Sense of Data Madness: Industry Best Practices From The Data-Rich And Data Challenged

Most companies have no shortage of data, yet many remain “data-rich but insights-poor.” How can organizations become “data-rich and insights-rich”? In this session, learn how leaders in healthcare, retail, and financial services are:

  • Discovering the signal within the noise of terabytes of data.
  • Organizing data teams to produce and distribute insights.
  • Delivering tangible and intangible business benefits from data and analytics.

Speakers:
Sucharita Kodali, VP, Principal Analyst, Forrester
Peter Wannemacher, Principal Analyst, Forrester
Arielle Trzcinski, Principal Analyst, Forrester

READ MORE +READ LESS -
Human-Centered, AI-Ready Leadership
Unlocking GenAI For CX Transformation

What does it take to translate AI hype into customer value? In this panel-style session, industry experts will share how they are embracing emerging tech on the path to customer obsession. Learn how these real-world CX leaders have:

  • Integrated generative AI into their 2024 CX initiatives.
  • Overcome common obstacles of genAI adoption.
  • Adapted their leadership styles for sustained culture change.

Speakers:
Katy Cobian, VP, Executive Partner, Forrester
Abhii Parakh, Vice President, Head of Enterprise Experience, Prudential Financial

READ MORE +READ LESS -
Better Together: CX + Digital + Marketing
Craft Your Culture For Collaboration

Effective collaboration isn’t a “nice to have”; it’s mission-critical. But it’s a rarity. We’re much more likely to surround ourselves with people who think exactly like we do, creating an echo chamber of diminishing returns. Join this interactive session to challenge your understanding of effective collaboration and open doors to effective cross-functional partnership. You’ll learn:

  • What FIRE collaboration looks like.
  • The key ingredients to effective collaboration and stakeholder engagement.
  • Your own collaboration strengths and challenges.

Speakers:
Jonathan Roberts, Senior Analyst, Forrester
Betsy Summers, Principal Analyst, Forrester

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AI Everywhere?
Leveraging AI to Drive Customer Loyalty

Forrester’s CX Index data reveals that customer experiences that are effective, easy, and that generate positive emotions lead to the outcomes of loyalty – retention, enrichment, and advocacy. In today’s world of ubiquitous loyalty initiatives, brands need to find technologies to help their efforts stand out. AI is increasingly being used to understand customers and their propensities, improving experiences, and engendering deeper loyalty. Join this session to explore:

  • How AI is being used in loyalty analytics to better understand customers.
  • Examples of AI use in loyalty initiatives today.
  • Where AI can take loyalty in the next five years.

Speakers:
Mary Pilecki, VP, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
The Humans Behind AI Experiences

Welcome to the age of contact-center agent augmentation! What can leaders do to ensure that they deploy solutions that enhance their agents’ human intelligence and capabilities without pulling everyone down to an automatable average? In this session, we will discuss:

  • How companies are using AI to support contact center agents today.
  • Ways that AI and automation can make customer service more human (yes, really!).
  • Human-led customer service as a lever for differentiation.

Speakers:
Christina McAllister, Senior Analyst, Forrester

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The GenAI Trust Imperative
Authenticity Reframed: How GenAI Challenges What’s “Real”

Marketers have long struggled to know which publishers are authentic, what content is safe, and which users are … actually human. AI-generated synthetic media and deepfakes make knowing these things nearly impossible. AI deception moves so quickly that the tools brands have long relied on to stay ahead of bad actors can’t keep up. Authenticity vertigo is setting in; it’s getting harder and harder to trust that any content is real. Attend this session to:

  • Hear the latest on what the industry is doing to safeguard authenticity in media.
  • Learn how to avoid AI-generated publisher content made with little to no human editorial input.
  • Build defense against deepfake ads that seek to appropriate your brand to defraud consumers.

Speakers:
Mo Allibhai, Senior Analyst, Forrester

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10:10 am – 10:40 am CDT

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.

10:40 am – 11:15 am CDT

Marketplace Coffee Break & Coffee Chat (In-Person Only)

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

11:25 am – 11:55 am CDT

Breakout Sessions

The Future Of Humans + AI
The AI Arms Race In Recruiting

Recruiting and hiring for your CX, marketing, and digital teams is always challenging, but with AI in the mix, you’ll have new risks and rewards to weigh. More recruiting teams are leveraging AI, but so are job candidates, creating potential for mayhem. In this session, you will learn:

  • Where AI is showing up in the recruiting and hiring process.
  • The benefits, risks, and implications of AI in talent strategy and process.
  • How to harness the magic and mitigate the mayhem of AI in talent.

Speakers:
Betsy Summers, Principal Analyst, Forrester

READ MORE +READ LESS -
Analytical Alchemy: Transform Data Into Value
Fake It Till You Make It With Synthetic Data

Using customer data can come with challenges — data sensitivity, gaps, scarcity, timeliness, and regulations, to name a few. Synthetic data offers a promising way to bypass these problems, enabling safe and effective usage without relying solely on authentic customer data. In this session:

  • Learn what synthetic data is and what makes it so useful.
  • Understand how it can help you move outside of the bounds of customer data.
  • Prepare to make room for synthetic data in your data environment.

Speakers:
Zeid Khater, Analyst, Forrester

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Human-Centered, AI-Ready Leadership
How To Build An AI Culture

First, we wanted a culture of innovation, then it was a culture of creativity. Now, AI is at your doorstep, but culture will stand in adoption’s way without the right conditioning. What needs to fundamentally change in your culture, and what characteristics will you double down on? In this session, you will learn how to:

  • Identify the elements of AI-ready culture.
  • Use your organization’s cultural identity to steer through inevitable change.
  • Unite colleagues around cultural objectives and benchmark progress.

Speakers:
Angelina Gennis, Senior Analyst, Forrester

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Better Together: CX + Digital + Marketing
How To Align Metrics To Drive Business Value

Leaders understand that aligning their team’s work to organizational goals is the path to success. Yet many still fail to be truly effective when driving performance. Where do they fall short? CX, digital, and marketing teams have different approaches to metrics that sometimes conflict with one another. This session will equip attendees to:

  • Evaluate current measurement strategies to pinpoint incongruency.
  • Identify common metrics across teams that drive alignment.
  • Ensure that shared metrics drive business outcomes/ROI.

Speakers:
Pete Jacques, Principal Analyst, Forrester

READ MORE +READ LESS -
AI Everywhere?
Leveraging Predictive AI To Transform Customer Experiences

AI-based analytics enable organizations to predict customer behavior and automate their experiences. CX leaders can leverage predictive strategies to enhance experiences and maximize business performance. In this session:

  • Learn how CX leaders can take the lead in driving initiatives to leverage predictive techniques in their organizations.
  • Understand how generative and predictive AI can work together to automate experience management.
  • Find out how technology vendors and service providers are creating new opportunities for deploying CX-focused predictive strategies.

 

Speakers:
Rich Saunders, Senior Analyst, Forrester

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Deliver Experiences At Digital Speed
Design Responsibly With AI

With AI as a critical medium for design, organizations need to reimagine how design is done if they want to create experiences that customers embrace, not fear. But many organizations aren’t prepared to take this leap into the future of design. In this session:

  • Learn what it means to design responsibly with AI.
  • See examples of AI design patterns and methods from leading organizations.
  • Prepare to design AI experiences that are trusted, not shunned, by customers.

Speakers:
Gina Bhawalkar, Principal Analyst, Forrester

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The GenAI Trust Imperative
Hit Or Miss? GenAI Brand Activation Showcase

Just as they have with past emerging media, brands such as Coca-Cola were quick to launch generative AI stunts to achieve “first mover” credit in the industry trades. But when it comes to consumer-facing experiences, genAI’s real utility trounces superficially veiled marketing campaigns. During this session, we’ll showcase and evaluate recent brand activations to give inspiration from the best (and worst) of brands’ use of generative AI. Attend this session to:

  • See a range of brand-led consumer-facing generative AI use cases.
  • Learn what consumers want and expect from brands’ use of generative AI for marketing/CX.
  • Distill genAI best practices (so far) as you advance your 2H 2024 marketing strategy.

Speakers:
Emily Collins, VP, Research Director, Forrester
Mike Proulx, VP, Research Director, Forrester

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12:10 pm – 12:40 pm CDT

Keynote: Build-Borrow-Buy-Bot Your Way To A Successful Talent Strategy

For two decades, companies have been relying on hiring the right people at the right time to get work done, and old habits die hard. But generative AI is here to bring mischief and mayhem to your plans, and you are going to need new habits to meet the talent challenges of tomorrow. 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:
Katy Tynan, VP, Principal Analyst, Forrester

12:40 pm – 12:45 pm CDT

Closing Remarks

Speakers:
Rick Parrish, VP, Research Director, Forrester

Early Access

Jun 3
  • 2:00 pm – 2:30 pm CDT Breakout Sessions

Tuesday

Jun 7
  • 9:30 am – 10:50 am CDT Opening & Keynotes
  • 11:30 am – 12:00 pm CDT Breakout Sessions
  • 1:45 pm – 2:15 pm CDT Breakout Sessions
  • 4:30 pm – 5:00 pm CDT Keynote Session

Wednesday

Jun 8
  • 9:30 am – 10:35 am CDT Keynote Sessions
  • 11:45 am – 12:15 pm CDT Breakout Sessions
  • 1:55 pm – 2:25 pm CDT Breakout Sessions
  • 3:40 pm – 4:10 pm CDT Breakout Sessions

Thursday

Jun 9
  • 9:30 am – 10:00 am CDT Keynote Session
  • 10:45 am – 11:15 am CDT Breakout Sessions
  • 12:30 pm – 1:30 pm CDT Keynote Sessions & Closing

Early Access Jun 3

2:00 pm – 2:30 pm CDT

How 2020’s Breaking Point Enabled Progressive Inclusion Strategies

The impact of unjust police brutality and the pandemic was a breaking point in 2020 for Humana and the Digital Health & Analytics (DH&A) Organization. With disproportionate health disparities and blatant injustices towards Black Americans, DH&A responded by partnering with Forrester Research to launch an enterprise investigation around systems and practices relative to Black/African American associate and member experience disparities. A conceptual framework was developed to address systemic disparities, new sources of value from an EDI lens, and ongoing training and execution of key practices for EDI to reach full integration into our business norms.

In this session, you’ll learn:

  • Setting up and finding our “why.”
  • The three-phased project and key elements of real EDI strategy.
  • 2021 results and our path forward.

Speakers:
Stacy Brooks, Associate Director | EDI Digital Strategy, Humana | Digital Health Analytics
Alex Stein, Principal Consultant, Forrester

Mastering CX Workshop: Take a Systematic Approach to Ensure CX Success

There’s a lot riding on your success as a customer experience (CX) professional. Your company is counting on you to organize stakeholders to create a consistent, on-brand, high-quality customer experience. To succeed, you need to approach your responsibilities in a systematic way that produces continuous improvement, not just a series of one-off fixes. In this interactive session, you’ll learn about the six priorities for CX success, assess your current state, and build an action plan that will benefit your organization and your career as a CX professional. This workshop provides a live sample of Forrester’s Mastering CX Certification course. By participating, you’ll get a head start on earning your Mastering CX credentials.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Rick Parrish, VP, Research Director, Forrester
Patrick Hayes, Product Manager, Certification, Forrester

Spotlight Sessions

Check out our Sponsor Spotlights to learn more about the next great solution for your team. All sessions available on-demand.

3:45 pm – 5:15 pm CDT

Leading Change: Understanding The Human Experience Of Change

Change is constant, yet organizational change efforts routinely fail. Join this workshop to better understand the human experience of change and how you can lead change at your organization from wherever you sit. You’ll participate in interactive exercises that will apply change leadership concepts to your own initiatives. This workshop provides a live sample of Forrester’s Leading With Customer Obsession Certification course. By participating, you’ll earn credit toward your Leading With Customer Obsession credentials.

This session will be available in-person and digitally.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Katy Tynan, VP, Principal Analyst, Forrester

Tuesday Jun 7

9:30 am – 10:15 am CDT

Opening Remarks & Keynote Session

The New Consumer Has Been Painted On A Pandemic Canvas

The covid-19 pandemic triggered a sea-change in consumer lifestyles, attitudes, and expectations. More than two years of close, data-driven observation are beginning to illuminate the patterns in the chaos that define the contemporary consumer and their context. In this keynote, we reconcile our retrospective analysis with the temperature of current consumer emotions and behaviors, to reveal how consumer needs, values, and consumption have changed, and we’ll illustrate how brands must prepare for what likely comes next.

Speakers:
Sharyn Leaver, Chief Research Officer, Forrester
Anjali Lai, Senior Analyst, Forrester

10:20 am – 10:50 am CDT

Keynote Session

Consumers Or Constituents? Marketing Amidst Our Culture Wars

In the 1980s, Baby Boomers were in their prime. This so-called “Me generation” drove a consumer culture that was fueled by the money-moving and culture shaping advertising that defined a materialistic society. This made Consumerism the core of marketing. Fast forward 40 years, greed is in a clash with good. A politicized culture war now divides and alters the marketing landscape rumbling the ground rules of brand loyalty — turning consumers into constituents. The question is where and when do these values become the currency of commerce? Or do they?

Speakers:
Mike Proulx, VP, Research Director, Forrester

11:30 am – 12:00 pm CDT

Breakout Sessions

The Future Of Humans + AI
The Key Ingredients Of Culture: What Makes Work Culture Work for Customers

Top-ranked customer experience depends on an organization wide approach to improving the experiences of customers. This requires the right tools and processes but must also be enveloped in a work culture that naturally leads firms to customer obsession and high CX.

In this session, the audience will:

  • Learn what the key components of culture are.
  • Prepare to approach culture in a more deliberate way, especially in light of hybrid work’s evolving requirements.
  • Receive guidance on how to plan for and execute culture change, with the customer as the focal point.

Speakers:
James L. McQuivey, PhD, VP, Research Director, Forrester

READ MORE +READ LESS -
Human-Centered, AI-Ready Leadership
The Myth And Reality Of Socially Motivated Consumers

As social awareness pervades consumer consciousness, brands are eager to understand the impact of social values on customer decisions. While consumers are increasingly vocal about their social motivations, what they say is often different from what they do. This session explores Forrester’s consumer data and analytical models to separate the myth of social motivation from reality and help brands design better-informed go-to-market strategies.

Here, you will:

  • Learn how to approach sizing the customer segment that is motivated by social values.
  • Explore the preferences and behaviors of this values-motivated segment.
  • Understand how to ready your brand to address social shifts in the coming years.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
Better Together: CX + Digital + Marketing
Empowered Buying: Consumer Buying In 2022 And Beyond

Empowered customers globally demand both comfort and innovation — whether they’re shopping, banking, using telehealth services, traveling, or simply getting things done day to day. Four forces in particular have ushered in this new era of consumer buying.

In this session, you will learn how savvy commerce businesses are continually reinventing themselves as:

  • Marketplaces and brands find themselves on a collision course.
  • Product experiences increasingly drive consumer demand.
  • Expectations of the values-based customer continue to rise.
  • Developing new business models becomes imperative to growth.

Speakers:
Sucharita Kodali, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
AI Everywhere?
Customer Service Unplugged: How To Build An Empathetic Contact Center

In this era of COVID-rattled customers and AI-driven self-service options leaving agents with days full of difficult calls with customers on the edge and in need of thoughtful support and empathy, if you don’t build the right environment in your contact center, your agents cannot be empathetic and you will lose customers.

In this session, you will learn:

  • How to retain agents during these difficult times and through the “great resignation.”
  • How to build the business case required to deliver empathetic customer care.
  • How to measure success beyond traditional KPIs such as AHT and call queuing times.

Speakers:
Max Ball, Principal Analyst, Forrester
Eric Bellomo, Researcher, Forrester

READ MORE +READ LESS -
The GenAI Trust Imperative
How Prudential Built Its Experience Design Capabilities To Transform Its CX

As part of Prudential’s transformation to become more customer-obsessed, it brought together disparate functions into a unified Experience Design team. In this session, Forrester will interview Prudential’s Head of Experience Design, Abhii Parakh, about the transformation, the challenges and results, and the road ahead.

Attend this session to learn how Prudential:

  • Sharpened its focus on customer journeys and customer listening.
  • Invested in cutting-edge design systems and capabilities.
  • Attracted and retained talent while scaling to a 1:2 design-to-product ratio.

Speakers:
Abhii Parakh, Vice President, Head of Enterprise Experience, Prudential Financial
David Truog, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
12:10 pm – 12:40 pm CDT

Case Study Sessions

Hear real world case studies, showcasing the value of partnering with the right technology provider. All sessions available on-demand.

1:45 pm – 2:15 pm CDT

Breakout Sessions

The Future Of Humans + AI
Your EX to CX Journey: How to Develop an Effective EX Strategy through Listening.

The link between employee experience (EX) and customer experience is clear: Organizations that have more engaged employees generate greater customer experience, grow faster and are more profitable. But how to get EX initiatives prioritized, organized and moving along the right path isn’t quite so clear. Where to start? You need data and insights – the kind that an effective listening strategy generates. And you have more options than ever for gathering data from more sources than surveys. With it you can help your organization navigate change, increase employee retention, help your managers be great leaders, and help your people be willing to perform at their best.

In this session, attendees will learn:

  • How to take stock of current EX listening efforts — who holds it, how it’s done, and what can come next.
  • What options you have to enrich your listening strategy with new data and insights, including the pros and cons of each.
  • What next steps you should take to use the insights to change conversations, set better priorities and build an EX strategy that delivers.

Speakers:
David Johnson, Principal Analyst, Forrester

READ MORE +READ LESS -
Analytical Alchemy: Transform Data Into Value
Leadership For Customer Obsession Amid The Future Of Work

Customer obsession requires employees at all levels to put the customer at the center of everything they do, but the future of work is about to transform the way employees do their jobs. As a result, leaders who want to pursue customer obsession must grasp and craft a future-of-work strategy that boosts employees’ motivation and ability to focus on customers. During this session, Vice President & Principal Analyst Rick Parrish will explore:

  • Why the disruptions caused by the future of work are most acute for companies that are trying hardest to become customer-obsessed.
  • What typifies people who can focus on customers in the work environments of the future.
  • How to hire for, develop, and retain people with these characteristics.

Speakers:
Rick Parrish, VP, Research Director, Forrester

READ MORE +READ LESS -
Human-Centered, AI-Ready Leadership
Great CX For The Digitally Accelerated Consumer

Digitally powered behaviors such as telemedicine and online grocery shopping suddenly became habitual among consumers who resisted them before the pandemic. This widespread, accelerated embrace of digital is both disrupting and supercharging the customer experience — posing both risk and opportunity for brands.

Attend this session to learn:

  • What brands must know about how this accelerated digital adoption will impact CX.
  • Why the accelerated consumer will embrace conversational AI and extended reality as the next emerging technologies.
  • How brands should engage their consumers by using these emerging technologies well to design great CX.

Speakers:
David Truog, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Better Together: CX + Digital + Marketing
Corporate Transparency, Values, And Buying​

Price, convenience, assortment, and time are the most important considerations for consumers when they research and buy products and services. But increasingly, we see consumers weigh company values in their research and decision-making process. Fifty-eight percent of US online consumers say it’s important that companies are socially responsible. To connect effectively and authentically with values-based consumers, companies need a strategy that helps them make conscious decisions about how much to bring values into their business models and how to express those values to consumers.

In this session, you will learn:

  • The values that matter most to consumers right now.
  • How much values actually impact consumer purchase decisions.
  • Why your current corporate social responsibility (CSR) plan isn’t enough.

Speakers:
Emily Collins, VP, Research Director, Forrester

READ MORE +READ LESS -
AI Everywhere?
Customer Service Unplugged: The Human Connection

Companies that get it empower their agents to be at their best when it comes to empathizing with the customer and creating that connection with the customer in the moments that matter most.

In this panel session, you will learn:

  • How to create the right culture for agents to thrive.
  • How to empower your agents to be your brand ambassador.
  • How to support your agents in today’s complex environment.

Speakers:
Jeff Lojko, SVP, CX Transformation, Bank of America
Josh Ives, Senior Vice President, Customer Operations, FanDuel
Max Ball, Principal Analyst, Forrester

READ MORE +READ LESS -
Deliver Experiences At Digital Speed
Targeting Truth In The Misinformation Age

The proliferation of “alternative facts” is an undercurrent that continues to rock modern society. And current brand safety measures are missing the misinformation mark. This means that today’s advertisers operate within and inadvertently fund the misinformation industry. It’s time for marketers to clean up their media plans to dismantle false information and target the truth.

In this session, you will discover:

  • How to mitigate the effects of misinformation on your brand’s reputation.
  • An evaluation framework to vet partners and platforms.
  • Tools to avoid “misinformation media” within your media plan.

Speakers:
Kelsey Chickering, Principal Analyst, Forrester

READ MORE +READ LESS -
The GenAI Trust Imperative
Are Your Experiences Inclusive? Here Is How To Assess Them

Many brands want to create inclusive experiences for their customers but lack the tools and resources to assess how inclusive their experiences are and where they need to improve. From inclusive language to accessibility to representation in imagery, there are many components to an inclusive experience, and companies need ways to assess all these aspects of the experience for continuous improvement.

In this session, you will learn:

  • The main components of inclusive experiences.
  • Best practices to assess them.

Speakers:
Senem Guler Biyikli, Analyst, Forrester
Ian Jacobs, VP, Research Director, Forrester

READ MORE +READ LESS -
4:30 pm – 5:00 pm CDT

Keynote Session

Disruption Becomes Business As Usual

The dizzying speed of business transformation over the past two years has brought into sharp relief how a company that truly understands its customers can use emerging — or even untested — technology to create experiences that people need and crave. This panel explores why this disruption is here to stay.

In this panel session, you’ll learn:

  • How a complete stack is required to replicate in-person interactions via customer-facing apps.
  • How companies made the difficult decision to accept more tech risk than ever — and how they’re sticking to it.

Speakers:
Linda Ivy-Rosser, VP, Research Director, Forrester
Jessica Liu, Principal Analyst, Forrester
Kate Leggett, Vice President, Principal Analyst, Forrester
James L. McQuivey, PhD, VP, Research Director, Forrester

Wednesday Jun 8

9:30 am – 10:00 am CDT

Keynote Session

The High Stakes of Virtual Culture: Your Anywhere Work Advantage

The world has changed but the need for high-performing company culture has not. Previously, low risk experiments to create culture remotely could quickly fall back to the “real world” when they failed. But now that remote work is here to stay, the stakes are high to find a way. How do we build the kind of culture in an Anywhere Work world that shapes purpose, behaviors, rituals, and the artifacts that make your employees’ experience great? What are smart executives doing to advantage the challenges and opportunities that tomorrow will bring?

In this keynote, Principal Analyst Katy Tynan will deliver the theory and the practice to help you define your strategy for a strong culture in an anywhere work world.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

10:05 am – 10:35 am CDT

Keynote Panel Session

Out In Front: Transformations Live And In Realtime

You were planning, moving faster, with transformation initiatives already underway to address the wave of changes brought on by rapidly shifting consumer attitudes and preferences. Then the Pandemic hit us all. Marketing, CX and Digital leaders all had to rally simultaneously without hesitation to meet the needs of their customers and their employees experiencing unprecedented disruption.

This mainstage panel discussion will explore and showcase the technology and service innovations in customer experiences that were deployed swiftly and confidently to deliver on the expectations of customers in the wake of the pandemic. And we’ll explore what we have learned from this call to action to drive the next wave of innovation now.

Speakers:
Keith Johnston, VP, Group Director, Forrester
Des Cahill, Group Vice President, Global ACX Product Strategy, Oracle Advertising & Customer Experience (ACX)
Abishek Viswanathan, Group Product Director, Qualtrics
Jason Galloway, Principal, U.S. Customer Advisory COE Lead, KPMG LLP
Kirsten Newbold-Knipp, CMO, FullStory

11:45 am – 12:15 pm CDT

Breakout Sessions

The Future Of Humans + AI
Beginning To Belong: Unlocking The Power Of Inclusion At Work

The ability of any organization to engage a diverse workforce begins with how well its managers can create a sense of belonging on their teams and how well their leaders can create a sense of community within the organization. Belonging is the sense of feeling safe, accepted, and part of the team. Though this feeling is foundational to workforce engagement, 40% of people still say they feel isolated at work. This feeling of isolation erodes the employee experience and prevents employees from achieving their best.

Join Forrester Analyst Jonathan Roberts as we learn what true inclusion is (and what it isn’t) while equipping leaders with the tools to create inclusive environments at work.

Speakers:
Jonathan Roberts, Senior Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
High Potential Is Not A Thing: Why You Need To Rethink Your Approach To Retaining “Top Talent”

Do you have a high-potential program? At best, it’s a waste of time, and at worst, it’s causing actual harm in your organization. Join Principal Analyst Katy Tynan to learn where high-potential programs go wrong and what you should be doing instead to foster a culture of high performance and to engage your entire workforce.

Key takeaways:

  • Understand what motivates high performance in a high-change world.
  • Learn three key leader behaviors that lead to retention and engagement.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Welcome To The Consumer Loyalty Evolution

Society has experienced increased turbulence since the beginning of 2020, with increased social activism, environmental catastrophes, and, of course, the pandemic and its related economic pressures, supply chain issues, and health and safety concerns. As a result, consumer behavior has changed — affecting their relationships with brands. As brands more actively leverage loyalty to engage customers, they’ll find that the building blocks of a modern loyalty program have also changed. Today, loyalty has become more digital, data-driven, emotional, and integrated with a broader customer engagement strategy.

By attending this session, you will:

Discover what today’s consumers want in exchange for loyalty.
Learn how brands are addressing loyalty outcomes differently.
Understand the four modern drivers of loyalty and how to approach them.

Speakers:
Mary Pilecki, VP, Principal Analyst, Forrester
Cole Walsh, Researcher, Forrester

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Better Together: CX + Digital + Marketing
Conditional Love: How Successful Personalization Keeps Customers Faithful

Personalization as a competitive advantage today requires companies to uncheck the box on what it means to “know” a customer and use innovative applications of customer data as catalysts for achieving individualization. For many firms, this means fundamentally transforming their digital strategies for engaging customers, including achieving an understanding of what consumers value and what it means to deliver truly relevant experiences.

In this session, you’ll learn:

  • Why assortments and offerings no longer serve as the competitive weapons they once were.
  • How to identify important customer data elements and optimize your data strategy using operational guardrails.
  • What individualization looks like in the real world through examples of companies already doing it well.

Speakers:
Brendan Witcher, VP, Principal Analyst, Forrester

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AI Everywhere?
Is Your Customer Service Biased?

The stakes for biased customer service have never been higher. Service teams are balancing heightened expectations for social activism, complicated technology, exhausted agents, and social media virality at any moment. This isn’t a question of if bias arises, but when. As such, brands must begin preparing immediately to ensure they’re sufficiently prepared

In this discussion, you will discover:

  • The core problems brands face in addressing latent bias
  • Why addressing bias head-on is critical.
  • Actionable steps to mitigate the risk for biased service.

Speakers:
Eric Bellomo, Researcher, Forrester
Max Ball, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
Audience Targeting is Dead — Long Live Audience Targeting!

The forces of data deprecation are moving the ad industry toward a more consumer-centric, privacy-first future, disrupting marketers’ tried-and-true audience and media targeting tactics. But don’t get distracted by industry hand-wringing or fall into the trap of looking for easy fixes. Now is the time for brands to hit the reset button on their assumptions around targeting and build sustainable go-forward strategies that benefit their consumers and their businesses.

In this session, you’ll learn:

  • How and why data deprecation is reshaping data-driven marketing and what it means for you.
  • What strategic and tactical questions to ask yourself to shape your go-forward approach to targeting.
  • What to look for in current and future targeting partners.

Speakers:
Joanna O'Connell, Vice President, Principal Analyst, Forrester

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The GenAI Trust Imperative
Agent Workspaces: The Good, The Bad, And The Ugly

What makes an agent workspace successful, and what are the big pitfalls? And what’s the impact on customers? In this session, we’ll share best practices and tips to better equip some of your most important employees for some of your most important customer interactions.

You’ll learn how to:

  • Conduct research with agents.
  • Co-create better workspaces.
  • Use available agent software more effectively.

Speakers:
AJ Joplin, Senior Analyst, Forrester
Christina McAllister, Senior Analyst, Forrester

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1:55 pm – 2:25 pm CDT

Breakout Sessions

The Future Of Humans + AI
The Future Of The Office: Bridging From Today’s Offices To Tomorrow’s Virtual Workplaces

Anywhere-work is now the dominant model for businesses in every industry where that’s possible, but it depends on companies swiftly building expertise in hybrid work and learning how to make people effective as individuals and in teams, regardless of where they happen to be working on any given day. This requires a change to how offices are utilized — they need to transition from today’s general-purpose corrals for holding large numbers of people to activity-specific environments that make people want to be there for the right purposes at the right times.

In this session, attendees will:

  • Learn how to bridge from today’s offices to tomorrow’s workplaces, including what role virtual and metaverse experiences can plan in the future of the hybrid office.

Speakers:
J.P. Gownder, VP, Principal Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
The Effective CMO

Seventy percent of companies watched marketing increase in importance during the pandemic — and for good reason. Marketing innovated new products, delivery methods, revenue models, and demand when foot traffic and supply chains halted. What can a CMO do to ensure that this new appreciation for marketing stays for good? Is the formula for a successful CMO the same for every company? What skills and competencies do people aspiring to be a CMO need?

In this session, we will profile the effective CMO, answering specifically:

  • What exactly is an effective CMO?
  • What does an effective CMO look like compared to other C-level executives?
  • What attributes come naturally to an effective CMO? What habits should an effective CMO learn to practice?
  • What career path does the effective CMO take?
  • How should you chart your right course as a current or aspiring CMO?

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Post-COVID Privacy: Marketing To Privacy-Conscious Consumers

Amid pandemic restrictions, consumers were willing to share more personal data in the name of convenient customer experience, such as curbside pickup. But as restrictions ease, will consumers continue to be generous with their data? This session dives into brand-new 2022 Forrester Analytics Consumer Technographics® data on consumer privacy behaviors and Forrester’s privacy segmentation. CMOs and other marketing executives will learn best practices when asking consumers to share data about themselves.

Join this session to:

  • Learn about Forrester’s privacy segmentation and how privacy behaviors have changed.
  • Explore how to engender trust with personas across the privacy spectrum.
  • Hear tips and tricks about how to ask for zero- and first-party data.

Speakers:
Stephanie Liu, Senior Analyst, Forrester

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Better Together: CX + Digital + Marketing
The Impact Of Commerce Operations On Customer Experience

As they shop online, customers want to know what’s in stock in local stores, when orders will arrive, and hear early about shipping delays. When we talk about digital experience management, front-end technologies are often in the limelight — but “back-end” technologies such as order management and post-purchase notifications are crucial to delivering the experiences that customers now expect.

In this session, digital business leaders will learn:

  • What customers really want from them before and after the “buy button.”
  • How to leverage the tech that they likely already have in order to positively impact that experience.
  • What actionable steps to take — now — to make these incremental improvements to CX.

Speakers:
Emily Pfeiffer, Principal Analyst, Forrester

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AI Everywhere?
How Contact Centers Can Help You Understand Your Customers

Customer experience leaders dream of a world where customers constantly share feedback about their experiences with the organization. That dream is a reality for CX leaders who know how to tap into the constant stream of customer engagement with the contact center — without sending a single survey! And yet, seven in 10 voice-of-the-customer (VoC) or CX measurement programs do not leverage this treasure trove of free insights.

In this session, you will learn:

  • Why you need contact-center listening and analysis to future-proof your VoC program.
  • How AI-fueled solutions such as text analytics and natural language processing can unlock insights from the contact center at scale.
  • How contact center and CX teams can work together to drive improvements in both customer and employee experience.

Speakers:
Colleen Fazio, Senior Analyst, Forrester
Max Ball, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
Recharge Your Media Measurement Strategy

The ongoing fluctuations in consumer behavior along with the changing media landscape is forcing advertisers to adopt a customer-centric approach to media strategy, disrupting traditional media measurement approaches. Brands must look beyond the simplistic media metrics of the past — reach, frequency, and impressions — to redefine successful media performance. This involves adopting new media metrics that traverse platforms, uncovering the impact of media decisions on brand and behavior outcomes, and revealing consumer preferences and consumption patterns.

Attend this session to:

  • Learn about the current state of media measurement — how and why it needs to change.
  • Discover new media measurement metrics and approaches to better assess media success.
  • Uncover the next steps you can take to boost and future-proof your media measurement strategy.

Speakers:
Tina Moffett, Principal Analyst, Forrester

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The GenAI Trust Imperative
Citizen Development And CX​

In truly digital firms, software is an expression of the business. This means that everything about a firm — its policies, processes, procedures, data, and know-how — turns into software, which changes as the business changes. To tackle this challenge, many firms are empowering businesspeople to develop applications using low-code platforms.

This session will discuss:

  • The citizen developer trend and its connections to customer experience.
  • Advice on how to incorporate CX considerations into formal citizen developer strategies.

Speakers:
John Bratincevic, Principal Analyst, Forrester

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3:40 pm – 4:10 pm CDT

Breakout Sessions

Analytical Alchemy: Transform Data Into Value
Fire Up Your Rock Stars Without Burning Them Out

Forrester’s research on burnout has shown that it is possible for people to be highly engaged and experiencing burnout at the same time. The fact is that some of your best, most-engaged rock star employees are also burning out, and you won’t see it in their productivity until it’s too late. These individuals — one-fourth of the working population — are hard to spot because, while they are burning out, they still go above and beyond for the company, are motivated intrinsically, and show commitment to the customer. Losing these crucial high performers is wreaking havoc across companies during the pandemic. We’ll show you how to identify the different types of burnout and how to support the people who want to be their best at work without depleting themselves. 

Participants in this session will: 

  • Rethink what burnout is and how to identify its many causes and manifestations. 
  • Understand the risk of ignoring burnout and learn to work with people and managers to avoid and address it. 
  • Leave with examples of next steps for preventing, identifying, and redressing burnout in their teams and divisions. 

Speakers:
Jonathan Roberts, Senior Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Using Customer Obsession To Identify And Grow Your Most Devoted Customers

One of the six priorities for customer-obsessed organizations is to design experiences that drive loyalty. Many organizations already have an established segment of deeply loyal customers, a group Forrester calls “devotees.” Companies that understand this segment’s strong willingness to advocate for their brand will design customer experiences that create even more devotees.

This session will teach you:

  • What makes a devoted customer.
  • Why they are crucial (hint: more revenue).
  • How to create more of them.

Speakers:
Pete Jacques, Principal Analyst, CX Index, Forrester

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Better Together: CX + Digital + Marketing
The Future Of Experiences

Future experiences will be both more invisible and immersive. The “below the glass” technology that powers “above the glass” experiences will be increasingly invisible. Brands will anticipate the needs of their customers and serve them proactively. At the same time, the “on the glass” experience, when humans interact with the internet, will be increasingly immersive — perhaps becoming the promised metaverse.

In this session, digital business leaders will learn:

  • Why increasingly “invisible” experiences mean that consumers will actually engage less frequently — but more meaningfully — with brands.
  • How “on the glass” experiences will be increasingly immersive — and how comfortable consumers are with these experiences today.
  • What brands can do today to begin or continue their journey toward future experiences.

Speakers:
Julie Ask, Vice President, Principal Analyst, Forrester

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AI Everywhere?
Panel Discussion: How Contact Centers Can Help You Understand Your Customers

Customers call your contact center every day and tell your agents exactly what they think about your brand. Every phone call is recorded, and the transcripts from every text interaction are kept as well, destined to sit ignored on a hard drive for months or years. New AI technology allows organizations to “listen” to these calls and put structure to this unstructured data. This is a potential treasure trove of customer insights that CX teams are desperate for. Technology has solved the problem of turning call recordings into structured, useful data. Join us to meet practitioners from Amex, Capital One, and TIAA and hear them talk about how they were able to deliver this information to their CX teams to better understand their customers.

Speakers:
Luis Angel-Lalanne, VP, Customer Listening, Global Servicing Group, American Express
Anne Louise Mason, Senior Product Manager, Customer Experience Measurement Product Portfolio, Capital One
Max Ball, Principal Analyst, Forrester

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Deliver Experiences At Digital Speed
Make Customer Experience A Creative Experience

Business leaders have a new force multiplier to propel their company’s innovation, their customer’s experience, and their brand’s differentiation in the marketplace. Creativity energizes products and services and unlocks new value and opportunities for business.

By attending this session, you will:

  • Gain insights for how your organization can use creativity as a business tool to spur innovation.
  • Learn how to implement “creative experience development” as part of your innovation process.
  • Discover a framework to coordinate creativity, design, and innovation.

Speakers:
Jay Pattisall, VP, Principal Analyst, Forrester

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The GenAI Trust Imperative
Designing The Metaverse

Conflicting views about the metaverse from technology vendors, pundits, and consumers have sown widespread confusion about it, ranging from utopian enthusiasm to skepticism and fear. As a result, many companies ask Forrester what it is and what to do about it.

Attend this session to help steer it away from dystopia by learning:

  • What the metaverse will be — in crystal-clear terms.
  • How the primordial metaverse will emerge.
  • What actions you should take and when.

Speakers:
David Truog, VP, Principal Analyst, Forrester

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Thursday Jun 9

9:30 am – 10:00 am CDT

Keynote Session

Experience Your Customers In 3D

The drastic changes in customer behavior over the past two years have made it more crucial than ever to understand your customers through analytics. This keynote will highlight the most important recent analytical trends that you can leverage to adapt quickly to increasing customer dynamism.

In this session, you’ll learn:

  • How to make sense of the digital customer.
  • Why advanced customer analytics are within reach for everyone.
  • How to make confident decisions in the face of uncertainty.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester

10:45 am – 11:15 am CDT

Breakout Sessions

The Future Of Humans + AI
How To Keep And Grow Frontline Service Workers, The Key To CX Delivery

Since the pandemic, there has been an explosion in the need for frontline service workers. Stores, hotels, hospitals, warehouses, and restaurants report severe shortages for jobs such as warehouse packing and sorting, delivery, food processing, and janitorial work. These hard-to-fill jobs become prime candidates for automation, but is automation ready to take them?

This session will:

  • Help companies understand how automation is affecting the employee experience of frontline service roles.
  • Help attendees understand how to approach automation in a way to maximize instead of undermine EX.
  • Address the worker shortage while making service work more meaningful all at once.

Speakers:
Craig Le Clair, Vice President, Principal Analyst, Forrester

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Analytical Alchemy: Transform Data Into Value
Successful CXOs Focus On Outcomes

The road to CX transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organizational outcomes — and align their work directly with those outcomes — are far more likely to successfully reach their destination.

Participants in this session will learn:

  • What successful CXOs do differently.
  • How to move from support person to salesperson.
  • How to move from stakeholder outcomes to shareholder outcomes.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
Judy Weader, Principal Analyst, Forrester

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Human-Centered, AI-Ready Leadership
Customer Expectations For Digital Fluidity Raise The Stakes For CX

From online banking to virtual meetings to remote school, many consumers have engaged through digital channels for the first time — and expect to continue some of these behaviors moving forward. The pandemic even forced the most technology-averse “digital holdouts” and “reserved resisters” to adopt new digital behaviors. As a result, the baseline for digital adoption has shifted. As the distinction between digital and offline experiences continues to vanish, more consumers will expect to see digital embedded into all customer experiences and will expect digital experiences to be seamless.

Through this session, you’ll:

  • Learn how digital adoption trends are changing in the wake of the pandemic.
  • Understand consumers’ evolving expectations for digital experiences.
  • Identify how bold brands are meeting consumers’ evolving digital needs.

Speakers:
Anjali Lai, Senior Analyst, Forrester
Sara M. Watson, Principal Analyst, Forrester

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Better Together: CX + Digital + Marketing
The Future Of Experiences: Connected Insurance Becomes Reality

Many industries operate amid increasing competition and regulatory oversight, but there aren’t many as complex as the insurance industry. Insurance companies are at the forefront of using internet-of-things-enabled devices and related technologies to both elevate the customer experience and improve their financial performance. As such, this sector is a rapidly evolving case study for commerce leaders across many sectors to learn how innovative insurers are investing in technology, people, products, processes, and partnerships to meet consumers’ growing needs and expectations for personalized and digital experiences. In this session, you will learn:

  • How rising consumer expectations and increasing competition from digital-first startups are driving forward-thinking insurers to harness emerging technology and invest in connected insurance capabilities.
  • How brands can leverage connected technologies to enhance digital experiences and improve corporate sustainability efforts and create a greener planet.
  • How to use vendor and partner ecosystems to increase your market presence and improve your financial performance.

Speakers:
David Hoffman, , Forrester

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AI Everywhere?
Elevate The Agent, Elevate The Experience

The customer service agent today is tasked with one of the most difficult and most scrutinized jobs in the enterprise as they deal with frustrated customers, outdated performance metrics, and challenges in their own environments as many work from home. Brands need the right agent-facing digital technologies to improve the customer experience and the agent experience.

In this session, you will learn:

  • What the latest, greatest technologies are for the agent workspace.
  • How to think about the future tech stack for agent-facing technologies.
  • Where to start on optimizing the employee experience for the next-gen agent workspace.

Speakers:
Christina McAllister, Senior Analyst, Forrester

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The GenAI Trust Imperative
Now Is The Time To Master Remote User Research

User research has been a core component of product and experience design for decades. But before the pandemic, remote user research was viewed as the cheaper, “better than nothing” alternative to the in-person testing seen as the norm. How times change! From overcoming the observer effect to broadening the potential tester population, we’ve been forced to learn quite a bit about the practical and tactical benefits of remote research. Now, it is time to make remote researching an intentional part of our strategy.

In this session, we will help you:

  • Understand where and when remote user research drives the best insights.
  • Learn how to successfully get rapid feedback from a diverse customer population.

Speakers:
AJ Joplin, Senior Analyst, Forrester

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12:20 pm – 12:50 pm CDT

Keynote Session

Pandemic Or The Next Peril: Brand-CX Alignment Is Critical For The Health And Growth Of Your Company

The pandemic may have brought about a monumental change in how brands go to market, but some things haven’t changed. Chief among them, the need to align a brand’s promise with its customer experience. If anything, the swell of crisis has upped the ante on brands getting this alignment right or risk losing relevance in a market already characterized by rapidly shifting consumer attitudes and preferences.

In this keynote, Forrester analysts will explore both the synchronization of your brand and CX to demonstrate how together they create value, and ensure your customer and company are aligned.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester
Pete Jacques, Principal Analyst, CX Index, Forrester

12:55 pm – 1:30 pm CDT

Closing Keynote

Five Universal Truths About CX That Stand The Test Of Time

Ten years ago, Forrester wrote the book on customer experience: Outside In. This year, we looked back at what we wrote and found five truths about customer experience that haven’t changed despite the upheavals in our world. These are the fundamentals you can count on, because they are essential to business success.

In this session, you’ll learn:

  • Five truths about CX that will still be important in 2032 and beyond.
  • Why CX discipline is essential to profiting from these truths.

Speakers:
Harley Manning, VP, Research Director, Forrester

CX Summit North America · June 17 – 20, 2024 · Nashville & Digital