Translated Sessions Available

We are pleased to offer 5 sessions from the event with Chinese translation or subtitles for your convenience.

 

Wednesday, September 2 | 10:30 AM – 11:00 AM
What Comes After The Empowered Consumer
Who are your empowered consumers? With technology’s every increasing ability to create more and more empowered consumers, what does this mean for the future? Anjali will share her latest research on what comes after the empowered consumer and what companies need to focus on to meet the ever increasing expectations of this wave of consumers.
Anjali Lai, Senior Analyst, Forrester

Wednesday, September 2 | 12:55 PM – 1:15 PM
Tackling The Privacy-Personalization Paradox
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 global trends now threaten to derail the data needed to do personalization well: 1) Increasing privacy regulations 2) rising consumer privacy concerns. In this session, you’ll learn how new strategies like zero-party data, transparency, and privacy persona analysis can help balance this paradox and deliver value to both sides of the equation.
Zhi Ying Barry, Senior Analyst, Forrester

Wednesday, September 2 | 1:35 PM – 2:05 PM
The New Normal For Customer Experience
As the pandemic peaks and wanes, businesses will rethink their customer experience strategies and engagement models throughout the entire customer lifecycle, from how customers discover and buy products, to how they use services, to how they ask questions. The immediate drive for safety means that customers may temporarily sacrifice their personal comfort but demand more trust and reliability from companies they choose to do business with.
Tom Mouhsian, Principal Analyst, Forrester and Riccardo Pasto, Senior Analyst, Forrester

In addition, the CX Certification Live! sessions will also be available in Chinese

Tuesday, September 1 | 1:45 PM – 2:15 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.
Vikram Sehgal, VP, Forrester and Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester

Wednesday, September 2, 2020 | 11:55 AM- 12:25 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.
Vikram Sehgal, VP, Forrester and Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester