Agenda
Monday
Jun 7- 12:00 pm – 12:05 pm ETWelcome
- 12:05 pm – 12:20 pm ETOpening Remarks
- 12:25 pm – 12:55 pm ETKeynote Session
- 1:00 pm – 1:20 pm ETBreakout Sessions
- 1:30 pm – 2:40 pm ETBreakout & Case Study Sessions
- 2:45 pm – 3:15 pm ETGuest Keynote
- 3:15 pm – 4:00 pm ETNetworking & Marketplace Villages
Tuesday
Jun 8- 12:00 pm – 12:30 pm ETKeynote Session
- 12:35 pm – 1:20 pm ETBreakout & Case Study Sessions
- 1:35 pm – 1:55 pm ETBreakout Sessions
- 2:00 pm – 2:30 pm ETKeynote Session
- 2:30 pm – 3:00 pm ETSpecial Session
- 3:00 pm – 4:00 pm ETNetworking & Marketplace Villages
Wednesday
Jun 9- 12:00 pm – 12:30 pm ETKeynote Session
- 12:35 pm – 1:20 pm ETBreakout & Case Study Sessions
- 1:35 pm – 2:20 pm ETBreakout & Case Study Sessions
- 2:25 pm – 2:55 pm ETKeynote Session
- 2:55 pm – 3:15 pm ETSpecial Session
- 3:15 pm – 3:20 pm ETClosing Remarks
Monday Jun 7
Welcome & Opening Remarks
Speakers:
Melissa Parrish, VP, Group Director, Forrester
George Colony, CEO, Forrester
The Customer Obsession Advantage
You’ve heard the theory of customer obsession: that putting customer mindfulness at the core of your company will grow your business post-pandemic. But what exactly does that mean for your firm? This session will make customer obsession a practical strategy, regardless of your budget, industry, or current customer IQ. Lean in to learn: Why bother with customer obsession? What will really change about the work your firm does? What should you do to undertake customer obsession now?
Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester
Breakout Sessions
Marketplace Break
Case Study Sessions
Real-world case studies presented by our sponsors.
Breakout Sessions
Case Study Sessions
Real-world case studies presented by our sponsors.
Guest Keynote Session
A must-attend keynote session with a special guest speaker. More details to be announced soon!
Networking & Marketplace Villages
Connect with other attendees by participating in facilitated networking sessions or learn more about the solutions that will help your organization deliver connected experiences by visiting the Marketplace Villages.
Tuesday Jun 8
It Takes Hard Data And Soft Power To Ensure CX Success
CX leaders must organize stakeholders companywide to create a consistent, high-quality CX that aligns with the firm’s expression of customer obsession. Our latest research reveals the six priorities that CX leaders should focus on to succeed. During this speech, Rick will describe these priorities and explain how CX leaders who fulfill them will drive customer loyalty, deliver business results, and justify greater investment in CX.
Speakers:
Rick Parrish, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions
Real-world case studies presented by our sponsors.
Marketplace Break
Breakout Sessions
Prepare For The Consumer Renaissance
The pandemic has had devastating effects; it has also intensified consumer empowerment, ingenuity, resourcefulness, and adaptiveness. As consumers bear a staggering end to the pandemic, they will reach out for the products and experiences that promise to build the future they want. To become a trusted partner that fulfills emerging desires, companies must start experimenting with new possibilities now. Although they may not be obvious in the moment, the seeds of creativity sewn today will grow into the market-changing innovations that define the rest of the next decade. Join this session for a fresh take on what consumers want next and how far they’ll go to get it.
Speakers:
Anjali Lai, Senior Analyst, Forrester
Special Session
Networking & Marketplace Villages
Connect with other attendees by participating in facilitated networking sessions or learn more about the solutions that will help your organization deliver connected experiences by visiting the Marketplace Villages.
Wednesday Jun 9
Solve Customer Mysteries With Quantitative And Qualitative Investigation
Companies understand the importance of gleaning insights from customer data, yet today, much of the work of producing insights happens in siloes. Data scientists, design researchers, market researchers, and other insights producers excel at their own respective quantitative and qualitative analyses, yet they rarely collaborate on the fundamental work of customer understanding. Fortunately, some forward-thinking CX leaders are bringing these personas together to paint a clearer picture of the customer experience. Join this keynote to learn how cross-functional insights teams are combining qualitative and quantitative insights to benefit the business, themselves, and their customers.
Speakers:
Brandon Purcell, Principal Analyst, Forrester
Case Study Sessions
Real-world case studies presented by our sponsors.
Breakout Sessions
Marketplace Break
Case Study Sessions
Real-world case studies presented by our sponsors.
Breakout Sessions
Design Lessons From A Pandemic Year
It hasn’t been a normal year. Yet, we’re all still trying to accomplish our goals. Yes, even in the face of changing customer needs and expectations, a pandemic, and geopolitical uncertainty, we still need to win, serve, and retain customers. There are surprising parallels in the life changes we’ve all dealt with in the past frustrating year. Join this session to learn how to move faster, design better, and get better results by employing lessons from our personal lives.
Speakers:
Andrew Hogan, Principal Analyst, Forrester
Special Session
Closing Remarks
*Times subject to change.
CX North America · June 7 – 9 · Live Virtual Experience
Take advantage of our team discount by using discount code 5FORR4EB for 5 tickets for the price of 4!