Agenda

Monday

Jun 10
  • 1:00 pm – 5:00 pmPre-Forum Programs

Tuesday

Jun 11
  • 7:30 am – 8:20 amRegistration And Breakfast
  • 8:30 am – 10:10 amKeynotes: What Do Your Customers Really Want? How To Know — And What To Do About It
  • 11:10 am – 11:50 amTrack Sessions
  • 12:00 pm – 12:30 pmSolutions Sessions
  • 1:30 pm – 2:40 pmKeynotes: The Rise Of Values-Based CX
  • 2:50 pm – 3:10 pmSolutions Sessions
  • 3:50 pm – 4:30 pmTrack Sessions
  • 4:45 pm – 5:45 pmKeynotes: It’s Not Them. It’s You.
  • 5:45 pm – 7:00 pmReception

Wednesday

Jun 12
  • 8:00 am – 8:50 amRegistration And Breakfast
  • 9:00 am – 10:00 amKeynotes: What Will Your Humans Do?
  • 11:00 am – 11:30 amTrack Sessions
  • 11:40 am – 12:10 pmSolutions Sessions
  • 1:10 pm – 2:30 pmKeynotes: Put Moments To Work
  • 3:00 pm – 4:00 pmKeynotes: The Coming Collision: Personalization Vs. Privacy

Monday Jun 10

1:00 pm – 5:00 pm

Pre-Forum Optional Programs

Separate registration and fee required. Choose one of:

Smarter Design: Data, AI and The Future of CX Design

Pre-Registration Required – Pricing: $299

AI and machine learning are powerful tools that can undercover new insights from reams of unstructured data, discern patterns and inferences invisible to the human eye, and drive rapid, iterative testing of products and services.

Now, innovative brands are putting the power of data science and AI to work in the design and delivery of their customer experiences.

Join us for this forwarding-leaning program focused on emerging best practices of this new, exciting discipline:

  • How CX pros can connect and partner with your data, AI and CX teams
  • How AI-driven insights can power your CX strategy and design decisions
  • How machine learning can refine and improve your CX programs in real-time

Sponsored by bold360 by LogMeIn

Register Now

Speakers:
Andrew Hogan, Principal Analyst, Forrester
Brandon Purcell, Principal Analyst, Forrester
Allison Snow, Senior Analyst, Forrester
Ryan Lester, Senior Director, Customer Engagement Technologies, Bold360 by LogMeIn

Workshop: Journey Map Like A Pro

Pre-Registration Required – Sold Out

Despite making customer experience a strategic priority, Forrester’s research shows that many companies still fail to deliver a great customer experience across all customer touchpoints. A common root cause? Lack of both customer understanding and how behind-the-scenes internal processes influence customer interactions. For companies to make significant and lasting customer experience improvements, they must first understand what’s really happening within their ecosystem, identify root causes of customer experience problems and moments of enhancement opportunity, and then prioritize initiatives to move forwards.

Speakers:
TJ Keitt, Principal Analyst, Forrester

Workshop: Elevate Customer Experiences Through Experience Design

Pre-Registration Required – Pricing: Pricing: $499 for Clients, $599 for Non-Clients, $399 for Government Nonprofit

Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience disciplines — such as customer understanding, scenarios, co-creation, iterative prototyping, and usability testing. It’s about knowing when and how to apply these tools. This workshop includes hands-on exercises to equip you with the skills to use customer research to feed insights, turn insights into concepts, and then iterate them to improve and innovate on experiences. Professionals from customer experience, design, marketing, product management, research, and more will learn key takeaways including:

  • Introduction of key concepts: Understand key concepts and critical components of modern experience design.
  • Training: Apply proven methodologies to a mock context and learn about best practices.
  • Tools to apply: Find out about available tools, resources, and internal collaborators to help you understand and apply these principles going forward.

Register Now

Speakers:
Kelly Price, Analyst, Forrester

7:00 pm – 9:30 pm

VIP Dinner

Hosted by Genpact

Transformational Experiences

This VIP dinner will provide the opportunity for senior industry executives to network and discuss key trends shaping the Experience landscape. Join us to anticipate CX NYC developments and discuss topics such as:

  • How can Service Design help organizations re-imagine experiences from front to back office?
  • Is employee experience as important as customer experience?
  • How are emerging technologies like conversational AI and predictive analytics changing the experience landscape?
  • How can you measure the impact of your experience initiatives?

This dinner is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Dave Cowing, Experience Leader, Genpact

Tuesday Jun 11

7:30 am – 8:20 am

Registration Opens

General Breakfast

Hosted by Qualtrics

Turn Customers Into Fanatics With CX Featuring Qualtrics And CenturyLink 

The experience economy has changed the way businesses compete, it’s not just about products and services anymore. It’s about experiences. Bringing together your experience (X) data and operational (O) data is the best way to deliver breakthrough Customer Experience, as part of your Experience Management strategy. 

Learn how to create differentiation through personalization at scale, unblock roads to insights and activate your organization with Qualtrics. Then, hear how CenturyLink is evolving its 50-year-old global technology business into a modern customer-centric enterprise by gathering customer insights, infusing CX into every aspect of the business, empowering its employees and leveraging Qualtrics’ powerful CX platform. 

Speakers:
Webb Stevens, EVP of Customer Experience Management, Qualtrics
Beth Ard, Vice President of Customer Experience, CenturyLink

VIP Breakfast

Hosted by Enghouse Interactive

Top Five AI Solution Considerations For CX Transformation

AI solutions are typically developed to reduce operating costs or enhance business intelligence. Key to driving the fundamental transformation of the customer experience is refocusing AI innovation on extracting detailed, actionable predictive customer insights.

When done right, this improves the customer experience and enables the contact center to become a revenue generator.

Hear the top insights from Enghouse Interactive’s, Director of Growth & Artificial Intelligance (AI), Dr. Kevin Ming, about what to consider before implementing an AI solution to start your journey toward customer experience innovation and increased revenue.

This breakfast is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Dr. Kevin Ming, Ph.D, Director of Growth & Artificial Intelligence (AI), Enghouse Interactive

8:30 am – 8:45 am

Welcome Keynote: Change The Game

CX quality has been stalled for several years. This frustrates CX leaders, who face a series of common obstacles that stop them from making major improvements. These headwinds include poor prioritization that funnels resources to low leverage efforts, misguided stakeholders mired in flawed customer research, and employees who game the system because their compensation is tied to a survey score. At this event we’ll describe new approaches to CX transformation that can change the game and lead to innovation.

Speakers:
George Colony, CEO, Forrester
Harley Manning, Vice President, Research Director, Forrester

8:45 am – 10:10 am

Keynotes: What Do Your Customers Really Want? How To Know — And What To Do About It

Bad news: Your customers tell Forrester that their satisfaction with your CX has stalled. Why? Simply put, your CX strategy and the experiences are deliver are often misaligned with the real needs and values of your customers. How can you go deep to uncover the true drivers of customer engagement and loyalty? And how should you put your insights into action?

Simple, Personalized, and Transparent: Transforming Customer Experiences In Three Steps

Speakers:
Mary McDuffie, President/CEO, Navy Federal Credit Union

The Billion-Dollar Mystery

Companies spend billions of dollars annually on sales, customer service, and support. So why do so many fail to wow their customers, and how do we fix this? Learn how major brands are analyzing conversations and finding the right blend of automation and human intelligence to ensure CX success.

Speakers:
P.V. Kannan, Co-founder and Chief Executive Officer, [24]7.ai

The Growth Potential Of Doing What Your Customers Really Want

Speakers:
Michelle Yaiser, Director, CX Analytics, Forrester

10:10 am – 11:10 am

Morning Networking Break

Sponsored by [24]7.ai

11:10 am – 11:50 am

Track Sessions

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

Track 1: Customer Data Strategies

Hosted by:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester

In this session, we’ll cover the major ways organizations thrive on the collision between design and data science. First, how organizations improve experiences by combining qualitative and quantitative insights, how they choose what to combine and how they overcome challenges to bring it together. Then, hear new research about data-fueled products that use machine-learning to find patterns and make dramatic changes to interfaces and experiences.

Sponsored by SMG

Speakers:
Andrew Hogan, Principal Analyst, Forrester
Maryssa Miller, Head of Digital And Customer Products, JetBlue

Track 2: Technology

Hosted by:
Faith Adams, Senior Analyst, Forrester

In the quest for great CX, far too many firms take a technology first approach – and expect it to cure all of their firm’s CX woes. But this is a giant misstep because in order to be successful w/ any buying decision, there is far more to consider. To select the right technology and partners to future proof a CX program, it starts w/ people, objective, and strategy. Only then are firms ready to make the right decision for its specific needs. This session will give CX technology buyers some food for thought as they consider how to approach their next purchase… strategically.

Speakers:
Kathy Schwartz, Director, Customer Experience, Sanofi Pasteur

Track 3: Employee Experience

Hosted by:
Samuel Stern, Principal Analyst, Forrester

Most work environments and cultures have seen their share of poorly designed tools, processes and policies. Employee personas help in the experience design process for everything from hiring to productivity to career growth. Don’t assume the standard template will tell an inspiring story and drive your designers and decision-makers to take action. We’ll walk through considerations for research and design to make your personas most helpful in achieving intended goals.

Speakers:
Angelina Gennis, Analyst, Forrester

Track 4: B2B Customer Experience

Hosted by:
TJ Keitt, Principal Analyst, Forrester

Speakers:
Tony Drummond, VP Customer Experience, Cox Automotive
Judy Weader, Principal Advisor, CX Council, Forrester

Track 5: Public Sector Innovators

Hosted by:
Rick Parrish, VP, Principal Analyst, Forrester

Despite the clear benefits of CX improvement, CX pros in the public and private sector still struggle to show the benefits of dedicating long-term resources to CX. This session will tell the story of how Freddie Mac – despite its complex environment as a government-sponsored enterprise – went all-in on CX and transformed a small project management unit into a major CX team in less than three years.

Speakers:
Timothy Mead, Design Manager - Customer Experience (CX), Single-Family Office Of The Client, Freddie Mac
Katrina Glover Faust, Senior Director – Customer Experience Design, Single-Family Office Of The Client, Freddie Mac
Katelyn Sprang, Advisor, Forrester

Track 6: CX Measurement & Analytics

Hosted by:
Michelle Yaiser, Director, CX Analytics, Forrester

Sponsored by Clarabridge

Speakers:
Michelle Yaiser, Director, CX Analytics, Forrester

12:00 pm – 12:30 pm

Solutions Sessions

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

Trust: The Final Frontier​ – Pivotal Role of Trust And How CX Can Help

Trust is not just an emotion — it is the new competitive battleground. It’s hard-won, easily lost, and utterly critical. In this session, we will help you understand how to build trust, through action not words, motivating, empowering, and encouraging everyone in the organization to do the right thing and deliver real business value. 

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

Powering Breakthrough CX With Customer Behavior Insight

Shubert Ticketing creates digital experiences for devoted customers looking for the perfect seats to their favorite broadway shows. How does Shubert create a ticket-buying experience as pleasurable as that of the show itself to keep ticket-buyers coming back? By acting nimbly to exceed shopping expectations based on a deep understanding of customer behavior and preferences. During this session, Watson Marketing and Shubert Ticketing will share common reasons for digital experience failures and how to avoid them, how to capture and leverage multi-channel customer behavior insight, and how Tealeaf is helping brands adopt a customer-obsessed mindset. 

Speakers:
, ,
Jennifer Tattenbaum, Senior Director of Interactive, The Shubert Organization

Amplify Your Customer’s Voice to Drive Accountability

Learn how the Wolters Kluwer CX team enhanced their CX program and subsequently helped their organization improve ROI.  Wolters Kluwer partnered with MaritzCX and implemented seven best practices enabling the company to better amplify, listen, and drive CX accountability. The team earned the company’s 2018 Global Innovation Award for its success. 

Speakers:
Jen Rubin, Client Success Practice Lead, MaritzCX
Lynette Lager, Director, Custom Research & VoC Programs, Wolters Kluwer

In-Person Experiences Still Exist, Are You Prepared?

Despite the “Amazon Effect”, in-person experiences still exist. Discover the benefits of combining your customer feedback programs with mystery shopping or on-site audits.  Measuring customer experience and operational execution together tells you if front line teams are meeting your standards, and when those standards are misaligned with customer expectations – so you can take more effective action.

Speakers:
Cameron Watt, President & CEO, Intouch Insight

CX Metrics That Matter: Determining Your Own Engagement & Retention Indicators

By now, all marketers inherently know the value of keeping customers happy and loyal.  And while the science of acquiring a new customer is well optimized and measured, the art of retention is trickier still.  In this session, discover how the USA TODAY NETWORK leverages Voice of the Customer insights and advanced data science to drive engagement, reduce customer effort, and optimize key customer journeys to improve subscriber satisfaction and retention.

Speakers:
Amy Shioji, Vice President of Customer Experience & Insights, USA TODAY NETWORK

12:30 pm – 1:30 pm

Networking Lunch

VIP Lunch

Hosted by Usermind

Progress Is Greater Than Perfection — 4 Steps To Go From Planning To Delivering Effective Customer Journeys 

Customer journeys are all the rage, yet most organizations are stuck in the planning phase, trying to identify the perfect place to start or build the perfect journey map. The reality is Progress is greater than Perfection, and only when a journey is operationalized in their business can organizations begin to realize the value. Join us for lunch where Arun Theivendirarajah of Usermind and Rob Holland of Elixirr will discuss:

– Choosing the right first journey(s)
– Accelerating time to learning with real customer validation
– Accelerating time to market with the right technology approach
– A data-driven way for continuous journey improvement.

This lunch is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Arun Theivendirarajah, VP, Product, Usermind
Rob Holland, Partner, Elixirr

VIP Lunch

Hosted by Medallia

Delight Or Dismay: What Customer Experience Are You Delivering In A Fragmented Digital World?

In today’s digital-centric world, engagement becomes increasingly complicated with a proliferation of interaction channels and expectations of in-the-moment responsiveness. Even if you are meeting the digital channels challenge, are you able to make sense and act on all the disparate signals you are receiving from your customers? In this session you’ll learn:

  • What it takes to meet your customers today and into the future.
  • How you can leverage meaningful insights that will prove you are focused on creating delight for every customer.

This lunch is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Michael Mallett, Solutions Principal, Customer & Digital Experience, Medallia

1:30 pm – 2:40 pm

Keynotes: The Rise Of Values-Based CX

More and more consumers say the values that brands embrace – including their engagement with social and political issues – are critical drivers of interest and loyalty. But to deliver on your values, you need to walk the talk: How can brands design their customer experiences to embody and animate their espoused values? Particularly when missteps can be costly.

Company Values: A Compass To Prosperity

We’ve reached a point where no brand is neutral: Escalating demands of consumers, employees, and shareholders pressure companies into taking a stand on specific social, environmental, or political issues. But espousing a values-based strategy is a minefield. CX professionals must understand the emotional undercurrents powering human behavior to identify what people really want, and how to satisfy it to drive business success.

Speakers:
Anjali Lai, Senior Analyst, Forrester

Humanizing Moments for Advocacy

What is a customer’s journey, their moments with our brands, without the human touch? With the digital revolution, brands rushed to leverage technology. Yet, we’re seeing the pendulum swing back to realize the necessity of humanizing moments. Understand how Anticipation, Empathy and Authenticity can create meaningful connections. 

Speakers:
Musa Hanhan, Experience Designer and Product Strategist, Genesys

Introducing Forrester’s Values-Based Experience Framework

Companies can’t ignore the rise of values-based consumers and mindlessly continue their traditional, agnostic approach to values. Nor should all businesses transform themselves into completely values-laden enterprises. Instead, CX professionals must help their firms make conscious decisions about how much to bring moral, social, and political values into their business models – and just as crucially, how intensely they’ll depict those values to consumers. Forrester’s new values-based experience framework clarifies companies’ nine possible relationships with values. Firms should use it to understand their current relationship with values and assess the range of possibilities.

Speakers:
Rick Parrish, VP, Principal Analyst, Forrester

Bringing Values To Life In The Customer Experience

Speakers:
Ellen Needham, Director of Customer Insights & Innovation, Patagonia
Adam Blumenfeld, Director, Global Consumer Insights, TOMS

2:50 pm – 3:10 pm

Solutions Sessions

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

Sessions include:

Micro-Journeys: The Evolution of Digital Feedback

Companies are investing billions in digital transformation, creating experiences that are more meaningful and effortless for customers. Yet the surveys assessing those experiences are often the exact opposite – intrusive, cumbersome, ill-timed.  New technology enables companies to capture feedback across digital micro-journeys, often without customers even realizing they’re taking a survey.

Speakers:
Jackie Potts, Director, VOC Strategy, Concentrix

Using Empathy To Build Better Experiences

Offering a great customer experience is table stakes for all businesses. But what does it take to get every team in your company focused on that experience? In this talk, FullStory CEO Scott Voigt shows how companies develop customer empathy and turn data-driven insights into the real-world results that matter.

Speakers:
Scott Voigt, CEO and Co-Founder, FullStory

Delivering Tomorrow’s Employee Experiences Today

Join Genpact during this break-out session that will illustrate how a leading hedge fund is reimagining, designing, and engineering world-class employee experiences. Learn about a holistic approach, starting with Service Design and qualitative and quantitative user research, that enables any organization to transform experiences through a human-centric lens.

Speakers:
Dave Cowing, Experience Leader, Genpact
Dave Clark, Vice President, Design Lead, Genpact

Extracting VOC/VOE Insights From Customer Interactions – Speech Analytics For CX Pros

CallMiner’s Steve Chirokas and Ryan Carrigan will overview how CallMiner’s CX Solution Pack merges the two worlds of solicited and unsolicited feedback from customer interactions, uncovering powerful actionable CX Insights to drive improved agent performance and enhanced customer experience.

Speakers:
Steve Chirokas, Director of Product and Channel Marketing, CallMiner
Ryan Carrigan, Solutions Architect, CallMiner

Build a Guided Digital Experience To Create Self-Sufficient Customers

Learn how to provide meaningful assistance during moments that matter with a proactive guided digital experience. Anticipate the needs of hesitating and struggling customers at scale by leveraging automation that responds to behavior in real-time to create self-sufficient customers and increase conversion.

Speakers:
Brian Strauss, VP of Worldwide Field Engineering, goMoxie.com

3:10 pm – 3:50 pm

Afternoon Networking Break

3:50 pm – 4:30 pm

Track Sessions, Continued

Track 1: Customer Data Strategies

Hosted by:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester

Companies have more data about their customers than ever before and advanced analytics tools have helped generate powerful insights from this data.  But despite all of this, inspiring teams to act on customer insights remains one of the biggest challenges CX professionals face.  This session will explore how Airbnb is evolving its VoC program to combat this challenge and the impact this effort is having on improving the customer experience.

Sponsored by Confirmit

Speakers:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester
Raj Sivasubramanian, Customer Experience Insights Manager, Airbnb

Track 2: Technology

Hosted by:
Faith Adams, Senior Analyst, Forrester

VoC programs continue to experience challenges. One of the biggest ones being that valuable unstructured and unsolicited feedback continues to get squandered because of a focus on surveys. This data can be a treasure trove of information when it comes to driving better customer experiences – and more. In this session you will learn how one firm created a culture of listening through speech analytics – and how it continued to advance its efforts while driving not only better CX, but business outcomes as well.

Speakers:
Faith Adams, Senior Analyst, Forrester
Soraya Radwan, Senior Director of Interactions Design & Analytics, SiriusXM

Track 3: Employee Experience

Hosted by:
Samuel Stern, Principal Analyst, Forrester

In this track session, we will share data from Forrester’s Employee Experience Index that highlights the compelling business outcomes from creating better employee experiences. We will also explain the importance of helping employees become purpose workers who are engaged and find meaning in their work. And finally we will describe several ways that companies can improve their employee experience in order to create more purpose workers.

Sponsored by Intouch Insight

Speakers:
Samuel Stern, Principal Analyst, Forrester
Rebecca McAdams, Senior Advisor, Employee Experience Cohort, Forrester
Adrian Chapman, Data Science Manager, Forrester

Track 4: B2B Customer Experience

Hosted by:
TJ Keitt, Principal Analyst, Forrester

Speakers:
Mari Cross, Head of Customer Success, Adobe Customer Solutions
Judy Weader, Principal Advisor, CX Council, Forrester

Track 5: Public Sector Innovators

Hosted by:
Rick Parrish, VP, Principal Analyst, Forrester

Speakers:
Ellen Needham, Director of Customer Insights & Innovation, Patagonia
Rick Parrish, VP, Principal Analyst, Forrester

Track 6: CX Measurement & Analytics

Hosted by:
Michelle Yaiser, Director, CX Analytics, Forrester

Assessing the revenue impact of customer experience is becoming increasingly important for CX professionals. Learn how to avoid common pitfalls organizations fall into when measuring CX and revenue, when predicting the revenue impact of CX improvements, and when using this analysis to prioritize CX initiatives. Talk will feature context from Forrester’s CX Index™ data.

Sponsored by Capgemini

Speakers:
Laura Garvin Tramm, Data Scientist, Forrester

4:40 pm – 5:45 pm

Keynotes: It’s Not Them. It’s You.

Many CX professionals profess frustration with their colleagues, even their leadership, for their lack of focus or commitment to the strategic impact of customer experience. But what if the issue is not their lack of understanding or insight? What if we ourselves are the problem? How would we know? And what should we do about it?

Soar In Your Role By Bringing Your Best Self To Work

Successful or not in your customer experience transformation? Forrester analyst Maxie Schmidt will share results from research into what makes a successful CX leader. The keynote will give attendees insights about the personality traits and skills that are more likely to lead success.

Speakers:
Maxie Schmidt, Principal Analyst, Forrester

The Inseparable Relationship Between Customer Experience And Employee Experience

It’s commonplace in business to listen to customers, but what insights can be uncovered when you apply that listening to employees? Learn about the journey of the Massage Envy brand as franchise owners implemented an Employee Experience Program to complement their existing Customer Experience Program, in partnership with InMoment. This session reveals the connections that emerged between CX and EX, actionable insights gained, and the impressive results. 

Speakers:
Levi Roberts, VP, Data Science, InMoment
Jen Bonfilio, Vice President, Employee Brand, Massage Envy

Driving Innovation in a 157-Year-Old Company: Tips for Successful Changemaking

During this session, the Head of Innovation at John Hancock and CEO of saving and investing app, Twine, will discuss how he is building a culture of innovation, creativity and entrepreneurial thinking within a traditional insurance, retirement and investments company. Offering a compelling, human-centric CX isn’t the first thing that comes to mind when you think of the financial services – but the lessons and stories of success that have come out of John Hancock’s effort to become more customer-centric will provide guidance for leaders across industries grappling with difficulty in their efforts to service and reach today’s consumer.

Speakers:
Steve Dorval, Head of Innovation and Advice, John Hancock

5:45 pm – 7:00 pm

Happy Hour

7:30 pm – 10:00 pm

VIP Dinner

Hosted by Acquia

This dinner is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

VIP Dinner

Hosted by West Monroe Partners

Lessons From Navy Federal: Innovate To Stay Great

Join us for dinner, drinks, and a fireside chat with Dave Ledwell, SVP, Consumer and Business Lending, at Navy Federal Credit Union and Mazen Ghalayini, Managing Director, at West Monroe Partners. We’ll briefly discuss how Navy Federal got to #1 on the CX Index list and the continuous innovation that keeps them at the top, followed by an exquisite dinner at this upscale New York restaurant.

This dinner is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Mazen Ghalayini, Managing Director, West Monroe Partners
Dave Ledwell, SVP, Consumer and Business Lending, Navy Federal Credit Union

Wednesday Jun 12

8:00 am – 8:50 am

Registration Opens

General Breakfast

Hosted by VMLY&R

CX Transformation Journeys: Where Vision And Hype Meet Reality

What’s failing companies in their quest to transform customer experience? We take a deeper look into the journey of transformation and find that the difference between success and failure, good and bad, transformation or stagnation is largely correlated to one major factor – collaboration. The best customer experience companies are largely the best collaborators If the answer is right in front of us, then what are the practical things we can do unlock greater collaboration?

Speakers:
Jeff Geheb, Global Chief Experience Officer, VMLY&R
Andrew Hogan, Principal Analyst, Forrester

VIP Breakfast

Hosted by KPMG

Marketing: On The Path To Transformation Or Extinction?

Across organizations, marketing has struggled to deliver on the organizational mandate of CX-driven growth. This interactive discussion will examine the challenges marketing faces in leading CX-driven growth and what it will take to regain organizational standing, including:   

  • The current state of marketing as the organization’s CX leader.
  • The role a strong CX plan spend management capabilities play in restoring marketing’s credibility. 
  • The major challenges most organizations face in effective CX investment management.

This breakfast is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Jason D. Galloway, Managing Director, Advisory, KPMG
Mark Fera, Senior Vice President and Managing Director, Aprimo

VIP Breakfast

Hosted by Pointillist

Journey Analytics And The Shift To Digital CX At Comcast

The Comcast CX team is leading an enterprise-wide effort to make customer interactions simple, consistent and digital. In this information-packed session, Will Harries, Director of CX Product Management at Comcast, will share three use cases that highlight how Comcast is using customer journey analytics to: 

  • Analyze, prioritize and optimize customer interactions across the touchpoints. 
  • Bring real-time insights to customer-facing employees.
  • Power personalized, automated customer communications. 

This breakfast is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Will Harries, Director of CX Product Management, Comcast

9:00 am – 9:15 am

Welcome Back

Speakers:
Harley Manning, Vice President, Research Director, Forrester

9:15 am – 10:00 am

Keynotes: What Will Your Humans Do?

As automation takes on a bigger share of the customer journey, the role and impact of your human teams will change dramatically. How and where do you now deploy your people to best effect? How will their roles change? What skills and even personalities will become more — or less — important?

PEAK Human: Employee Experience In The Age Of Automation And Transformation

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

Speakers:
Samuel Stern, Principal Analyst, Forrester

The Value Of Time In The Experience Economy

The brand experience is just as important to customers as your products and services. In this experience economy, customers demand perfectly timed and personalized interaction, shop anywhere at any time, and expect proactive service. They have limited attention and value their time. To succeed in the experience economy, brands must empower whoever reaches the customer first — marketing, commerce, sales, service — to deliver rich, satisfying experiences that are worth every second.

Speakers:
Rob Tarkoff, Executive Vice President and General Manager, CX Cloud, Oracle

Moving From Reactive To Proactive – In Service Of Employees

Speakers:
Kevin Blesy, Head of Strategy, &pizza

10:00 am – 11:00 am

Morning Networking Break

Sponsored by Bond Brand Loyalty

10:45 am – 11:30 am

VIP Interactive Session

Hosted by Forrester

Moving Minds And Wallets: Help Your Customers Digital Customer Experience Goals

Investing in a digital customer experience ecosystem is a challenge as CX professionals must juggle tradeoffs in technology, people, and process, plus convince their colleagues to take a leap into uncertain waters. How can digital CX vendors help customers win hearts, minds and wallets within their organizations? Join us for an interactive session to learn how to take a customer-focused approach to presenting the right processes, culture and technology to advance digital CX.

For this session, please RSVP to kjessee@forrester.com.

Speakers:
Jennifer Adams, Senior Forecast Analyst, Forrester
Kathleen Byrne, Manager, TEI Consulting, Forrester
Pippa Jollie, Director, Principal Consultant, Forrester

11:00 am – 11:30 am

Track Sessions, Continued

Track 1: Customer Data Strategies

Hosted by:
Joana van den Brink-Quintanilha, VP, Principal Analyst, Forrester

Speakers:
Gabi Steele, Senior Data Visualization Engineer, WeWork

Track 2: Technology

Hosted by:
Faith Adams, Senior Analyst, Forrester

As the CX technology space continues to grow, so do the features and capabilities of the vendors in it. With more and more firms looking to capture customer (and employee) feedback to get to meaningful insights that drive change, it often means taking a differentiated approach. In this session, CX leaders will learn about the role of image and video and how it not only humanizes feedback, but how it can help firms stop the data debates and drive real engagement that leads to change.

Speakers:
Carl Wong, Co-Founder and CEO, LivingLens

Track 3: Employee Experience

Hosted by:
Samuel Stern, Principal Analyst, Forrester

Transformational changes create resistance in the ways that smaller changes do not. Leaders need to understand the psychology of major change in order to navigate transformational changes successfully. In this session, David Johnson will share the findings from his research into  how people deal with transformational change, and give you tips and tricks for how to be successful.

Speakers:
David Johnson, Principal Analyst, Forrester

Track 4: B2B Customer Experience

Hosted by:
TJ Keitt, Principal Analyst, Forrester

Speakers:
Kristi Langdon, Head of Customer Experience, Daimler Trucks
Matt Larson, Senior Director, Client Experience, Optum
Judy Weader, Principal Advisor, CX Council, Forrester

Track 5: Public Sector Innovators

Hosted by:
Rick Parrish, VP, Principal Analyst, Forrester

Measurement is at the forefront of the US government’s efforts to boost CX quality. The new policies, processes, and collaboration that federal are using to power their efforts hold valuable lessons for both public- and private-sector organizations around the world. In this session, leaders at the forefront of Washington’s efforts will show how to apply these lessons to attendees’ own organizations.

Speakers:
Amira Boland, Detail, Customer Experience and GEAR Center, Office of Management and Budget

Track 6: CX Measurement & Analytics

Hosted by:
Michelle Yaiser, Principal Analyst, CX Index, Forrester

For many brands, gaining significant improvements in the quality of customer experiences has become more challenging. Using data from Forrester’s 2019 CX Index Benchmark Study as a starting point, this session will dive deeper into findings that will help attendees refocus their prioritization of CX initiatives. With a spotlight on channels and emotions, come prepared to change your thinking about how to build higher quality experiences.

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

11:40 am – 12:10 pm

Solutions Sessions

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

Sessions include:

Mobilize Your Entire Organization To Execute Your CX Strategy

Hear how BMW and The Metropolitan Museum of Art got executives and employees across their organizations to personally embrace and authentically execute their customer-centric strategies at scale.

Speakers:
Sue Novak, Dealer Engagement & Experience Training Manager, BMW NA
Jodi B. Rabinowitz, Head of Talent & Organizational Development, Zoom Video Communications
Andrew McInnes, Head of Client Development, Strativity Group

Orchestration NOT Personalization: The Journey To Engagement-Led Marketing

Existing campaign and personalization solutions focus on the needs of the brand rather than the customer. This often leads to brands dictating the customer journey rather than enabling it. During this session you will learn how to execute an engagement-led approach.

Speakers:
Ray Gerber, Chief Solutions Officer, Thunderhead

4 Ways To Drive Compelling CX With Value Alignment

It’s not enough to just sell a product or service; consumers want companies that champion the values and causes that are important to them. How does a brand authentically take a stand on a cause that aligns to your brand promise and helps you deliver CX that increases CLV and drives growth? Join us to find out.

Speakers:
Ericka McCoy, Chief Marketing Officer, Resonate

Building Bob’s Discount Furniture VOC Program From The Ground Up

The evolution of Bob’s Discount Furniture Voice of Customer Program: How a customer centric approach is changing the culture and driving actionable outcomes.

Speakers:
David Levin, VP Customer Experience & Digital Innovation, Bob’s Discount Furniture

12:10 pm – 1:10 pm

Networking Lunch

VIP Lunch

Hosted by Verint

Unified VoC: A Path To Better CX 

Today’s customers head to digital first—it’s the front door to the brand experience. Through truly understanding that digital experience, brands now have the power to connect, measure, and improve the experiences they deliver across all channels. Hear how CVS Health is connecting data across the journey to uncover new insights and drive action to improve CX. 

This lunch is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Robb Hoenick, Senior Director of Digital, CVS Health
Mark Treschl, Chief Customer Officer, Verint Voice of Customer Solutions

VIP Lunch

Hosted by Helpshift

Strategies To Successfully Onboard Your Virtual Agents

Join Helpshift’s Vice President of Business Development, Chuck Coulson, as he hosts a conversation about strategically on-boarding AI and bots within existing Customer Service organizations. This session will present the opportunity for you to learn how Helpshift customers are successfully using AI and bots to automate more than 50 percent of their operation, elevate CSAT and drive customer happiness.

You will take away:

  • A clear strategy to welcome digital workers to your operations
  • Best Practices to ensure the seamless integration of Humans + AI
  • How to measure success in an Augmented Workforce with Bots and AI

This lunch is invitation only. To submit a request to be considered to attend, please email eadams@forrester.com.

Speakers:
Chuck Coulson, Vice President of Business Development and Alliances, Helpshift

12:40 pm – 1:10 pm

Coffee and Dessert

1:10 pm – 2:30 pm

Keynotes: Put Moments To Work

Most customer journeys are made up of dozens of individual moments — some critical, others transitory. How can you understand the impact of each moment? How can you pinpoint which moments will drive conversion, engagement and retention? How do you invest in these moments to unlock customer value?

Research Practices For Breakthrough Experiences

CX pros know that good experiences are grounded in understanding customers – but most firms aren’t doing the research they need to to drive differentiation. Getting the insights you need to improve, elevate, and innovate experiences requires modernizing how research is conducted and applied in your organization. In this presentation, you will learn the secrets to building and running an advanced research practice capable of giving you the understand you need to drive CX breakthroughs. 

Speakers:
Kelly Price, Analyst, Forrester

Delivering Moments Guests Love At Alaska Airlines

Speakers:
Travis Gelbrich, Managing Director, Guest Care, Alaska Air Group

Aligning Your CX Investments To Your Brand Promise

Knowing how vital customer centricity is to competitiveness, business are investing heavily in CX. But not all efforts lead to profit. Learn powerful methods for identifying customer touchpoints, prioritizing CX spend, and driving investment for CX innovation.

Speakers:
Jeff J. Mango, Managing Director, Advisory Customer Solutions, KPMG
Douwe Busschops, Director of Customer Experience, SUEZ North America

Kaiser Permanente’s Digital Vision: Connecting Moments By An Invisible Thread

Kaiser Permanente is delivering meaningful consumer experiences by reimagining digital as the invisible thread – connecting members and patients to moments, journeys and channels in a way that builds lifelong relationships with our members. Join us as we speak to our future vision of digital experience at Kaiser Permanente.

Speakers:
Susan Moon, Vice President, Digital Experience Center, Kaiser Permanente

2:30 pm – 3:00 pm

Afternoon Networking Break

3:00 pm – 4:00 pm

Keynotes: The Coming Collision: Personalization Vs. Privacy

For years, the foundation of most CX strategies has been the power of personalization – tailoring products and experiences to the needs of your customers. But two forces now threaten to derail those assumptions: Increasingly regulatory and legal restrictions on customer data, and rising qualms about privacy among consumers themselves. Where do we go from here? Do we need a Plan B?

Privacy Experience Design: A Human-Centric Approach To Data

Most companies let the lawyers and compliance folks design their privacy experiences, and we need to start asking why. From the dreaded cookie consent to the privacy policy that takes an hour to read, privacy experiences could be amazing opportunities to earn trust and advocacy if they weren’t so Byzantine. It’s time for CX pros to take their rightful seat at the privacy table to help their organizations create engaging, user-centric, adaptive privacy experiences.

Speakers:
Fatemeh Khatibloo, VP, Principal Analyst, Forrester

From Customer Insight To Wow: How American Express Built An Exceptional Mobile App Experience

While many brands are seeing customer experience scores plateau, American Express is leveraging customer insight to deliver break-through mobile app experiences. Learn how the design team integrated a human-centered design process to ensure the new mobile app would exceed member expectations. 

Speakers:
Evan English, Vice President, Product Design, Enterprise Membership Digital Experiences, American Express
Amy Buckner Chowdhry, Founder & CEO, AnswerLab

Humanizing The Digital Experience For Personalization And Relevancy

Speakers:
David Vasquez, Customer Care and Experience Executive, Ally Bank