Agenda

Tuesday

Oct 13
  • 12:00 pm – 5:00 pm Super Tuesday
  • 1:15 pm – 2:00 pm Workshop: The Five-Step Playbook For Data Storytelling That Drives Actions
  • 2:05 pm – 2:35 pm Fireside Chat: Transforming Operations With AI at BT
  • 2:40 pm – 3:10 pm The Equity Equation: Drive Innovation with Inclusive Culture
  • 3:15 pm – 3:45 pm CX Certification Live – Session 1! Use Journey Mapping To Drive Outside-In CX Metrics
  • 3:45 pm – 4:15 pm CX Certification Live – Session 2! Use Journey Mapping To Drive Outside-In CX Metrics

Wednesday

Oct 14
  • 10:00 am – 10:15 am Welcome & Opening Remarks
  • 10:20 am – 10:50 am Catalyze Impact With The Right Insight Elements
  • 10:50 am – 11:00 am Marketplace Energizer
  • 11:00 am – 11:20 am Breakout Sessions
  • 11:25 am – 11:45 am Sponsor Case Studies
  • 11:50 am – 12:20 pm The Future Of Data Is Now
  • 12:25 pm – 12:45 pm Breakout Sessions
  • 12:45 pm – 1:10 pm Marketplace
  • 1:10 pm – 1:30 pm Sponsor Case Studies
  • 1:35 pm – 1:55 pm Breakout Sessions
  • 2:00 pm – 2:20 pm Sponsor Case Studies
  • 2:20 pm – 2:45 pm Marketplace Energizer
  • 2:45 pm – 3:15 pm Special Musical Guest: Michael McDonald
  • 3:15 pm – 3:15 pm Close of Day 1
  • 3:30 pm – 5:30 pm 1-On-1 Analyst Sessions With Attendees

Thursday

Oct 15
  • 8:00 am – 10:00 am 1-On-1 Analyst Sessions With Attendees
  • 10:00 am – 10:30 am Reinvent The Future Of Work
  • 10:35 am – 11:15 am Panel: The New Normal For Data And Insights Leaders
  • 11:15 am – 11:30 am Marketplace Energizer
  • 11:30 am – 11:50 am Breakout Sessions
  • 11:55 am – 12:15 pm Sponsor Case Studies
  • 12:20 pm – 12:40 pm Breakout Sessions
  • 12:45 pm – 1:05 pm Sponsor Case Studies
  • 1:10 pm – 1:40 pm Guest Speaker TBA
  • 1:40 pm – 2:00 pm Marketplace
  • 2:00 pm – 2:20 pm Breakout Sessions
  • 2:20 pm – 2:40 pm Marketplace Energizer
  • 2:40 pm – 3:05 pm World-Changing AI Technologies That You’ve Never Heard Of
  • 3:10 pm – 3:35 pm Data Literacy: The One Thing You Can’t Get Enough Of
  • 3:35 pm – 3:35 pm Day Close

Tuesday Oct 13

12:00 pm – 5:00 pm

Super Tuesday

Join your colleagues, Forrester Analysts and other thought leaders for exclusive content prior to the official opening!  This is also the perfect time to build your personal agenda for the following days and familiarize yourself with the features of the platform.   Don’t miss this opportunity to optimize your conference experience!

1:15 pm – 2:00 pm

Workshop: The Five-Step Playbook For Data Storytelling That Drives Actions

Don’t you want to see more of your work drive decision-making? Are you tired of spinning your wheels, generating insights, yet not having anything to show for it? Storytelling is your most important tool in driving action from data. Whether driving business decisions, getting budgets approved, or proposing an organizational change, developing this skill is crucial, irrespective of your role. This workshop helps you walk away with a clear playbook for data storytelling that works. 

Speakers:
Cinny Little, Principal Analyst, Forrester

2:05 pm – 2:35 pm

Fireside Chat: Transforming Operations With AI at BT

In this fireside chat, Gilbert Owusu, Head of Operational Transformation Technologies at BT, will chat with Forrester Principal Analyst Brandon Purcell about his team’s journey to adopt and implement AI at the UK’s largest provider of fixed-line, broadband and mobile services.

Speakers:
Brandon Purcell, Principal Analyst, Forrester
Dr. Gilbert Owusu, Head of Service & Operational Transformation Research, BT

2:40 pm – 3:10 pm

The Equity Equation: Drive Innovation with Inclusive Culture

Every organization has a culture, and if you don’t create it intentionally, you can be sure that it will evolve organically. We know that diverse teams create more innovation, and drive better customer experience, but without inclusive culture, companies fail to unlock that opportunity. Great culture powers performance, enables engagement, and inspires innovation. Join us in this session to learn how to unleash the potential of your talent through inclusive culture.

Speakers:
Katy Tynan, Principal Analyst, Forrester

3:15 pm – 3:45 pm

CX Certification Live – Session 1! Use Journey Mapping To Drive Outside-In CX Metrics

Engage in facilitated video lessons sampled from our core CX Certification: CX Foundations. Watch as Forrester Vice President and Principal Maxie Schmidt-Subramanian explains the importance of establishing a CX measurement program, and introduces the seven steps of a disciplined progression to motivate stakeholders . Continue on to Forrester’s dynamic learning experience platform for hands-on exercises that make it easy to apply these lessons in your own context.

Speakers:
Maxie Schmidt, Principal Analyst, Forrester
Vikram Sehgal, VP, Research Director, Forrester

3:45 pm – 4:15 pm

CX Certification Live – Session 2! Use Journey Mapping To Drive Outside-In CX Metrics

Understand the seven steps to establish your measurement program, including how to set future targets, identify quick wins, and tools and processes to share CX measurement insights with video lessons from CX Certification analyst-instructor Maxie Schmidt-Subramanian. Continue on to Forrester’s learning experience platform for access to exclusive case studies, a hands-on exercise, and the opportunity to exchange lessons learned with your peers.

Speakers:
Maxie Schmidt, Principal Analyst, Forrester
Vikram Sehgal, VP, Research Director, Forrester

Wednesday Oct 14

10:00 am – 10:15 am

Welcome & Opening Remarks

Speakers:
Srividya Sridharan, VP, Research Director, Forrester

10:20 am – 10:50 am

Catalyze Impact With The Right Insight Elements

Data strategy and analytics professionals liberally use the term “insights, but what exactly do they mean? The truth is, not all insights are created equal, and the key to delivering business value relies on producing the right combination of insights. This keynote unveils Forrester’s Periodic Table of Insights, a framework that categorizes different types of insights so companies can prioritize analytical efforts for maximum impact.

Speakers:
Brandon Purcell, Principal Analyst, Forrester

10:50 am – 11:00 am

Marketplace Energizer

11:00 am – 11:20 am

Breakout Sessions

In-depth sessions led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
A Data-Sharing Ecosystem: More Than The Sum Of Its Parts

The interest in external data has exploded in recent years, and the pandemic will further accelerate demand as companies seek new sources of insights into rapidly changing customer behavior. This session addresses opportunities for data sharing  both externally and internally across business units (not to be taken as a given)  and explores best practices from a cross-industry selection of datasharing ecosystems.

Speakers:
Jennifer Belissent, Ph.D., Principal Analyst, Forrester

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Amplify Intelligence With AI And Analytics
Operationalize AI With ModelOps: Five Capabilities Every AI Team Needs

Model operations (ModelOps) is a rapid, repeatable process that deploys and operationalizes hundreds of AIbased applications. Also known as machine learning operations (MLOps), ModelOps comprises tools, technologies, and practices that enable organizations to deploy, monitor, and govern machine learning and other types of analytical models in production applications. This session reveals how to leverage ModelOps to overcome the key challenges enterprises face in implementing AI at scale.

Speakers:
Mike Gualtieri, VP, Principal Analyst, Forrester

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Deepen Customer Relationships With Smarter Insights
Understanding The Voice Of The Customer: Text And Speech

Enterprises struggle to achieve a holistic, unified, and actionable view of customer experience. This is due to an overreliance on surveys, lack of focus on other customer data — such as phone calls, chats, emails, and social networks — and outdated technology usageThis session identifies the best practices (strategy, people, process, data, technology  modern AIbased speech and text analytics) to improve customer experience processes and deliver tangible business outcomes.

Speakers:
Faith Adams, Senior Analyst, Forrester
Boris Evelson, Vice President, Principal Analyst, Forrester

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11:25 am – 11:45 am

Sponsor Case Studies

Hear from industry peers on their experiences working with providers on their services and solutions.

Featuring D&B, Teradata, Domo, Formation, and Acxiom

Acxiom: How Southwest Airlines Took Loyalty to the Next Level

Loyalty programs have long been embedded in the business models of many companies. While the basic principle of exchanging perks for loyalty is easily understood, the financial impact can be difficult to calculate. Learn how Southwest Airlines and Acxiom partnered together to solve this issue for the Companion Pass program.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Lawrence Hsu, VP Data Analytics, Acxiom
Vijay Wadhwa, Sr. Manager, Data Science, Southwest Airlines

11:50 am – 12:20 pm

The Future Of Data Is Now

Imagine being able to launch a new business ecosystem in less than a year, release a new technology solution to market in weeks, or redesign your marketplace and supply chain in days. Sound unattainable? Think again — it is possible. This keynote presents case studies, guides your transformation, and brings you into the future of data.

Speakers:
Michele Goetz, VP, Principal Analyst, Forrester

12:25 pm – 12:45 pm

Breakout Sessions

In-depth sessions led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
Top Trends And Emerging Technologies In Data Management

New and emerging technologies in data management  such as translytical data platforms, data pipelining, data fabrics, cloud data warehouses, the evolution of data lakes, knowledge graphs, and distributed platforms  are enabling organizations to support the next generation of insights, real-time analytics, customer intelligence, and other emerging use cases. This session looks at the top trends and offers insight into how organizations should go about leveraging new technologies to support their data management strategy.

Speakers:
Noel Yuhanna, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Amplify Intelligence With AI And Analytics
Practice What You Preach With Responsible AI

The proliferation of AI represents a significant business opportunity, but it also introduces new risks. Unlike other technologies, AI can learn biases inherent in data and perpetuate those biases with a veneer of objectivity. Now more than ever, companies need clearly articulated corporate values and a means of enforcing them in AIbased applications. This session focuses on best practices for responsible AI adoption.

Speakers:
Brandon Purcell, Principal Analyst, Forrester

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Deepen Customer Relationships With Smarter Insights
How To Measure Value For Customers, Not Just Value Of Customers

Organizations measure value of customers but struggle to measure whether their customers get value across four dimensions: functional, experiential, symbolic, and economic. That’s because they misunderstand which value drivers matter and use flawed proxies. What’s more, they struggle to bring together data from different parts of the organization that’s collected at different cadences, using different tools. This session teaches you how to overcome these challenges and measure true value for customers.

Speakers:
Maxie Schmidt, Principal Analyst, Forrester

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12:45 pm – 1:10 pm

Marketplace

1:10 pm – 1:30 pm

Sponsor Case Studies

Hear from industry peers on their experiences working with providers on their services and solutions.

Featuring Capgemini, Esri, Denodo, Ataccama, and Kinesso

1:35 pm – 1:55 pm

Breakout Sessions

In-depth sessions led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
Innovate Experiences With Location Intelligence

Leading digital disruptors are ramping up their use of location for digitally engagement and customer experience delivery. With locational information they excel at the understanding customer within a spatial sense to provide contextually sensitive experiences – at scales never before seen. Join this discussion to learn about the urgency to invest in location intelligence, how leading firms are doing it, and what you must do to adopt and mature your location intelligence practice.

Speakers:
James McCormick, Principal Analyst, Forrester

READ MORE +READ LESS -
Amplify Intelligence With AI And Analytics
Boost Post-Pandemic Supply Chain Resilience Using Analytics And AI

Lagging indicators are just that  lagging. This session examines the ways in which organizations exploit analytics and AIbased leading indicators to respond to the pandemic, to reorganize for postpandemic scenarios, and to boost digital supply chain effectiveness, adaptability, and resilience. Youll learn how to balance the just-in-time key performance indicators that drive cost efficiencies for your customer with justincase key risk indicators that guarantee the continuity of supply chain value.

Speakers:
George Lawrie, VP, Principal Analyst, Forrester

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Deepen Customer Relationships With Smarter Insights
Combine Design Research And Analytics For Richer Customer Understanding

Many organizations treat analytics and design research as two separate entities, but some are achieving a more holistic understanding of the customer and improving business outcomes by combining the two. This session explains how to combine these capabilities in five different ways to achieve greater impact for your customers and your business.

Speakers:
Kelly Price, Senior Analyst, Forrester
Brandon Purcell, Principal Analyst, Forrester

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2:00 pm – 2:20 pm

Sponsor Case Studies

Hear from industry peers on their experiences working with providers on their services and solutions.

Featuring Data.world, Metric Insights, DataRobot, Molecula, and Reltio

Molecula: How to Maximize Value For Your Customers With Up-To-The-Second User Data

Make data your competitive advantage by tailoring the digital banking experience. Q2 and Molecula have adopted a novel approach to presenting highly relevant content in real-time and across multiple channels. This unprecedented access, analysis and visualization of user data enables financial institutions to strategically target customers wherever and whenever. Learn about how Q2 uses Molecula’s technology to access and continuously analyze massive distributed data in real-time to create custom campaigns, conversations, and offers based on specific user behaviors versus demographics and outdated data; financial institutions can now build better engagement and increase adoption.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Adam Blue, Chief Technology Officer, Q2
Mimi Spier, Chief Strategy & Marketing Officer, Molecula

2:20 pm – 2:45 pm

Marketplace Energizer

2:45 pm – 3:15 pm

Special Musical Guest: Michael McDonald

Five-time Grammy winner and 2020 Rock and Roll Hall of Fame inductee Michael McDonald will perform for our Data Strategy & Insights audience!

3:15 pm – 3:15 pm

Close of Day 1

3:30 pm – 5:30 pm

1-On-1 Analyst Sessions With Attendees

This is the perfect opportunity to get personalized advice about a current or planned initiative in a private conversation with a Forrester analyst. Bookings open October 7th.

Thursday Oct 15

8:00 am – 10:00 am

1-On-1 Analyst Sessions With Attendees

This is the perfect opportunity to get personalized advice about a current or planned initiative in a private conversation with a Forrester analyst. Bookings open October 7th.
10:00 am – 10:30 am

Reinvent The Future Of Work

Data and analytics supports many business functions across the enterprise. But applying better data, analytics, AI, and automation to redefine the future of work and the employee experience requires more embeddedness, responsiveness, and innovation, especially as firms build resiliency. The future of work is happening now, and data and analytics fuels the intelligence behind this transformation. This keynote teaches you how to help your organization reinvent the future of work.

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

10:35 am – 11:15 am

Panel: The New Normal For Data And Insights Leaders

This year, organizations scrambled to use data and analytics to understand and manage the impact of the pandemic on business processes, customers, and employees. How has this changed approaches to data management and analytics? Did it accelerate changes that leaders wanted to make anyway, or did it pave the way to a new normal? This discussion features a panel of industry leaders who reveal how they plan to navigate this new normal in their roles.

Speakers:
Gene Leganza, Vice President, Research Director, Forrester
JoAnn Stonier, Chief Data Officer, Mastercard
Chris Turpin, Chief Enterprise Architect, North Carolina Department of Health and Human Services

11:15 am – 11:30 am

Marketplace Energizer

11:30 am – 11:50 am

Breakout Sessions

In-depth sessions led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
(How To Stop) Beating Your Head Against The Data Wall

Data strategy is important and has been for a long time. Why, then, do so many CIOs feel like theyre beating their head against a wall when it comes to strategy execution? This CIO-level session will answer this question and provide recommendations on how to sharpen your data strategy in the unstable new normal of the 2020s and execute that strategy despite immense headwinds.

Speakers:
Brian Hopkins, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Amplify Intelligence With AI And Analytics
Democratize Enterprise Machine Learning With AutoML

Youll never have enough data scientists. Exploiting the power of AI requires you to democratize the ability to develop machine learning (ML) models, build AI applications, and empower all users with ML-enabled tools to rapidly extract business insights. This session covers the automated machine learning (AutoML) tools and technologies that make this possible and explains why theyre more important for enterprises than ever before

Speakers:
Kjell Carlsson, Ph.D., Principal Analyst, Forrester

READ MORE +READ LESS -
Deepen Customer Relationships With Smarter Insights
A Great Employee Experience Isn’t What Everyone Thinks It Is

In our research, we find that great employee experience (EX) has significant downstream effects for CX, but conventional wisdom about what makes for great EX is wrong. Moreover, great EX for your data scientists and data analysts will be different than great EX for other roles. In this session, we will share  counterintuitive insights about how to create great EX where employees choose to bring their best selves to work for your customers, especially now during this time of change.  

Speakers:
David Johnson, Principal Analyst, Forrester

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11:55 am – 12:15 pm

Sponsor Case Studies

Hear from industry peers on their experiences working with providers on their services and solutions.

Featuring D&B, Teradata, Domo, SAS Institute, and Resonate

12:20 pm – 12:40 pm

Breakout Sessions

In-depth sessions facilitated led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
Prepare For Data Activation With DataOps

From analytics to digital solutions, data lives in all aspects of enterprises. This has the benefit of leading strategy, decisions, and actions, but also creates a more complex data world to navigate among databases, cloud, analytics platforms, applications, and internet of thingsDataOps confronts this new world and explores new opportunities for data. This session describes what DataOps is, why its important, and how DataOps works to activate data for business outcomes and growth.

Speakers:
Michele Goetz, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Amplify Intelligence With AI And Analytics
Must-Have Emerging Roles In Your Data And Analytics Organization

An unrelenting increase in data volume and data variety and an everchanging technology landscape  data lakes, AI, augmented analytics  broaden business insights pros’ ability to turn more data into insights and more actions that matter. But firms underfocus, at their peril, on the human skills that will make that happen. This session teaches you how to amplify human skills with these three roles: insights catalyst, data wrangler, and insights evangelist.

Speakers:
Cinny Little, Principal Analyst, Forrester

READ MORE +READ LESS -
Deepen Customer Relationships With Smarter Insights
Differentiate Digital Customer Experiences With AI-Based Personalization

Emerging AI tech for personalization is providing brands the opportunity to target customers with the right digital experience at scale that can provide true market differentiation. But the personalization landscape is murky; and most firms are confused and arent maximizing the opportunity. This session reveals what existing AI tech you can leverage to deliver personalized experiences and highlights what else is available in the market.

Speakers:
James McCormick, Principal Analyst, Forrester
Ning Gao, Head of Optimization & Personalization, Digital Operations, Verizon Consumer Group

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12:45 pm – 1:05 pm

Sponsor Case Studies

Hear from industry peers on their experiences working with providers on their services and solutions.

Featuring Capgemini, Esri, Snowflake, and dotData

1:10 pm – 1:40 pm

Guest Speaker TBA

1:40 pm – 2:00 pm

Marketplace

2:00 pm – 2:20 pm

Breakout Sessions

In-depth sessions facilitated led by Forrester analysts. Attendees will have the choice to attend one of the following:

Drive Your Digital Business With Data
Intelligence Architecture For Intelligent Solutions At The Edge Of Business

Data’s future hinges on an architecture that drives in-moment intelligence. It is semantic and policydriven, elastic, fast, and highperforming. This requires seeing information architecture in context of the entire solution architecture and defining the patterns that enable data and insight in any tier and service. This session describes the new intelligent architecture, why its the new platform design for data and insight, and how to navigate among commercial, open source, and custom deployments to transition your platform now.

Speakers:
Michele Goetz, VP, Principal Analyst, Forrester
Noel Yuhanna, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Amplify Intelligence With AI And Analytics
The Future Of Data-Driven Financial Services: An Autonomous Finance Primer

Autonomous finance  AI-driven services that make financial decisions or take actions on a customer’s behalf  will reshape the industry. Over the next five years, a fast-growing share of consumers’ financial activities will be automated, amplifying battles over data, proprietary algorithms, and financial services brands’ role in customers’ lives. This session outlines Forrester’s predictions for autonomous finance’s evolution and helps financial services leaders take advantage of this growing trend and mitigate associated risks.

Speakers:
Peter Wannemacher, Senior Analyst, Forrester

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Deepen Customer Relationships With Smarter Insights
Tackle The Data Deprecation Trifecta: Consumers, Browsers, And Regulators

Three forces are changes the availability of consumer data to great effect. In this session, you’ll learn what to expect as consumer behavior, regulatory forces, and technology changes make personal data harder to collect and use across the data lifecycle. You’ll learn why privacy-by-design and default can help you head off some of these challenges, and how to prepare for those that will be impossible to avoid.

Speakers:
Fatemeh Khatibloo, VP, Principal Analyst, Forrester

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2:20 pm – 2:40 pm

Marketplace Energizer

2:40 pm – 3:05 pm

World-Changing AI Technologies That You’ve Never Heard Of

AI has been shackled by data, cost, and trust challenges, but these chains are about to be broken by a host of new technologies — from synthetic data and transformer networks to federated learning and neuromorphic computing. You’ve likely never heard of them. They don’t look like anything out of “The Terminator,” but they will remake our world. This keynote offers a business view into what the future holds for AI.

Speakers:
Kjell Carlsson, Ph.D., Principal Analyst, Forrester

3:10 pm – 3:35 pm

Data Literacy: The One Thing You Can’t Get Enough Of

Many organizations struggle to apply insights to decisionmaking and deliver true impact. Improving companywide data literacy can help, if approached correctly. This keynote presents Forrester’s A-C-E-S framework for data literacy and explores how data literacy can improve data quality, increase insights-informed decisionmaking, and deliver business value.

Speakers:
Jennifer Belissent, Ph.D., Principal Analyst, Forrester

3:35 pm – 3:35 pm

Day Close

Data Strategy & Insights · October 13 – 15 · Live Virtual Experience