The Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award recognizes companies and individuals that drive business success by putting customers at the center of their leadership, strategy, and operations.
Customer-Obsessed Enterprise Award
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. Customer-obsessed businesses grow revenue, profitability, customer retention, and employee engagement at more than twice the rate of other companies.
Customer-Obsessed Leadership Award
Forrester’s Customer-Obsessed Leadership Award recognizes a senior leader who exemplifies actions that drive customer obsession by putting the customer at the center of their work every day. Customer-obsessed businesses grow revenue, profitability, customer retention, and employee engagement at more than twice the rate of other companies.
Winners of Forrester’s 2023 Customer-Obsessed Leadership Award include:
Elizabeth Killinger, Executive Vice-President, NRG, and President, NRG Home and Reliant, NRG Energy
Aarthi Murali, Chief Customer Experience Officer, M&T Bank
Amy Summy, Executive Vice-President, Chief Marketing Officer, and Consumer Lead, Labcorp
Executive Leadership Exchange
The Executive Leadership Exchange (ELE) is an invitation-only program for up to 75 qualified senior customer experience and marketing executives. The program will provide exclusive thought-leadership case studies from senior-executive practitioners in CX and create a private peer network supporting leaders’ priorities. Facilitated networking sessions will be offered that target best practices aligned to executive priorities.
To be approved to attend, applicants must be the senior-most customer experience or marketing leader from their organization, not reporting into any higher customer or marketing executive. Attendees who may meet this criteria will be invited to join the ELE experience. Please contact events@forrester.com with any questions.
The Executive Leadership Exchange is a three-day program. See below for an overview of the program.
Exclusive Agenda
Recommended Executive Agenda
Take Forrester’s guidance on which sessions to attend as a CX or marketing leader from the entire conference
Private Case-Study and Executive Sessions
Attend private sessions featuring interviews and case studies with enterprise CX and marketing leaders along with exclusive-panels and presentations from Forrester analysts
Analyst Access
Priority Analyst 1:1 Booking
Receive priority booking for 1:1 networking and guidance meetings with our best-in-class analysts & experts
Exclusive Analyst Networking Sessions
Identify challenges and solve problems in small group collaborations with Forrester Experts
Networking
Private Executive Roundtables
Facilitated by Forrester Executive Partners who specialize in leading C-level networking discussions pointed at meaningful outcomes
Private ELE Networking Lounge
Connect with your peers during the conference at the exclusive sessions and in a private networking lounge in the live digital experience
Detailed Agenda
Monday, June 12
5:30 pm – 7:00pm | Meet Your Peers: ELE Networking Reception
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.
Tuesday, June 13
12:40 pm – 1:45 pm | Exclusive Lunch – 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 marketing, CX, and digital leaders. Topics like Leadership, Employee Engagement, Measurement, and more.
3:35 pm – 4:20 pm | PepsiCo: A Taste of the Consumer Journey
Elena Parlatore, Global Head of CX at PepsiCo, will guide you through an interactive real-life consumer journey, featuring a taste of new PepsiCo products. We’ll learn how CX impacts the product lifecycle at PepsiCo, how to expand and prioritize consumer interactions, and how leveraging the voice of the consumer informs decisions and brand actions.
Speakers:
Melissa Parrish, VP, Group Director, Forrester
Elena Parlatore, Head of Global Consumer Experience, PepsiCo
6:30 pm – 8:00 pm | 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.
Wednesday, June 14
10:50 am – 11:35 am | Q&A with 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 2023. This session will allow participants to engage in a Q&A session with Forrester Vice President and Research Director, James McQuivey’s and a panel of recognized customer obsessed leaders. Come with your questions and your perspective on what it takes to lead in 2023.
Speakers:
James L. McQuivey, PhD, VP, Research Director, Forrester
Amy Summy, EVP, Chief Marketing Officer, and Head of Consumer Business, Labcorp
Suzie Dieth, CXO, NRG ENERGY
12:40 pm – 1:45 pm | Exclusive Lunch
Learn from a panel of industry experts on how they have succeeded in driving customer-obsessed growth practices within their organizations.
ForrWomen Leadership
Monday, June 12 | 2-5 PM
Join us as we focus on how to help advance women leaders in your organization break down barriers and overcome challenges. Learn from your peers on advancement strategies for women leaders and participate in a conversation about how to develop meaningful relationships with women leaders in CX, B2C, and Digital. All are welcome to join!
Speakers:
Katy Tynan, VP, Principal Analyst, Forrester
Catherine Beck, VP, Customer Experience & Analytics, Ameriprise Financial
Tisha Cole, Director, Customer Insights, Johnson & Johnson Consumer Inc
Elena Parlatore, Head of Global Consumer Experience, PepsiCo
Addie Swartz, CEO, reacHIRE
Analyst Relations Exchange
For Qualified Attendees
The Analyst Relations (AR) Exchange at CX North America welcomes AR leaders to join Forrester Executives in exploration of Forrester’s evolved value proposition, product portfolio and research methodologies benefitting CX organizations. Chief Research Officer, Sharyn Leaver, Jeff Lash, VP Global Product Management, and Danielle Jessee, Manager of Evaluative Research will share the latest on Forrester’s journey to increased value, expertise and insight for high-tech and service provider clients followed by a reception with Forrester executives and analysts.
The AR Forum is for qualified AR leaders only. To be approved to attend, applicants must have an Analyst Relations title or be the verified AR leader with another title. Attendees who meet these qualifications will be invited to join the AR experience. This event is offered in-person only.
Agenda
Monday, June 12
This event is offered in-person only.
3:30 pm CDT | Coffee & Networking
Find your seat, grab a coffee and mingle with your fellow AR colleagues prior to the content agenda.
3:45 pm CDT | Welcome and Kick Off
Jeff Lash, VP Global Product Management, Forrester
3:55 pm CDT | Forrester Research Strategy For High Tech & Service Provider Companies
Sharyn Leaver, Chief Research Officer, Forrester
4:15 pm CDT | Forrester’s Research Methodology And Insights For High-Tech & Service Providers
Danielle Jessee, Manager of Evaluative Research, Forrester
4:45 pm CDT | Q&A With Forrester Executives
5:00 pm – 5:30 pm CDT | Private Reception With Forrester Analysts
Enjoy light refreshments and connect with peers and Forrester executives and analysts during this private reception.
Forrester Certification
Grounded in research-based best practices, Forrester’s Certification courses provide hands-on exercises and practical tools, building the capabilities of individuals and teams. Join an interactive session to learn about the approaches required to deliver customer experience or employee experience success. Learn more about Forrester’s Certification programs here.
Detailed Agenda
Monday, June 12
3:00 pm – 5:00 pm | Mastering CX Workshop: Hone Your CX Measurement Practice
Solid CX measurement is vital to the success of any customer experience program. Without it, you risk guessing at the right areas to focus and missing out on buy-in and budget. This session will introduce a selection of Forrester’s CX measurement and ROI tools, then provide hands-on practice identifying the right metrics for your organization. The session provides a live sample of Forrester’s Mastering CX Certification course, available for individuals and teams looking to improve their CX skills.
Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
Jenna Wohead, Director, Certification, Forrester
Tuesday, June 13
3:05 pm – 4:05 pm | Create Great Employee Experience At Your Organization
Focus on employee experience (EX) continues to gain momentum as the evidence for its impact on business outcomes mounts. This interactive session will help you understand what EX is, why it’s so important, and how leaders can act to support great EX. Leave the session with a sample toolkit from Forrester’s EX Essentials course, better equipped to support great EX within your organization.
Speakers:
David Johnson, Principal Analyst, Forrester
Wednesday, June 14
1:45 pm – 2:15 pm | Mastering CX Workshop: Hone Your CX Measurement Practice
Solid CX measurement is vital to the success of any customer experience program. Without it, you risk guessing at the right areas to focus and missing out on buy-in and budget. This session will introduce a selection of Forrester’s CX measurement and ROI tools, then provide hands-on practice identifying the right metrics for your organization. The session provides a live sample of Forrester’s Mastering CX Certification course, available for individuals and teams looking to improve their CX skills.
Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
Jenna Wohead, Director, Certification, Forrester
Bring Your Team
“If you want to go fast, travel alone. If you want to go far, travel together.” CX North America Forum provides a broad and deep agenda to maximize learning and networking opportunities for groups of attendees from the same company.
Take another look at the agenda today. Browse some sessions you think would interest your team. See for yourself why it really is smarter to “travel together” when you come to this year’s CX North America Forum.
Team Program
Pricing and experiential incentive for teams of 10 paid attendees from the same enterprise.
- Preferred Access Seating in Keynote Room: premier seating reserved for VIP attendees.
- Access to Team Lounge: an exclusive space for Team attendees to use for huddles or down-time during the event. The lounge will be equipped with refreshments, comfortable seating, charging stations and more.
- Preferred Access Badge: unique name badge identifier to signify premier-level status.
Super Team
Pricing and experiential incentive for teams of 25+ paid attendees from the same enterprise.
- Pre-Event Agenda Planning & Participation Concierge Service: meet with a Forrester Events program manager prior to the event for agenda review and planning guidance and have a dedicated on-site contact for in-person team support.
- Team Meeting With Analyst: unique opportunity for up to 10 of your team to meet with an analyst and receive expert guidance on specific challenges.
- Priority Seating in Keynote Room: premier seating reserved for VIP attendees.
- Access to Team Lounge: an exclusive space for a VIP attendees to use at their leisure.
- Private Team Space: private space for your team to get together and collaborate onsite for the duration of the main event days.