With an economy increasingly unsteady and a seemingly endless stream of layoffs hitting the headlines, many business leaders are hunkering down in an attempt to ride out these turbulent times. This is a mistake. As my colleague VP, Principal Analyst Shar VanBoskirk explains, pulling back on customer-focused investments can negatively affect your business, especially in a slowing economy. Now is exactly the time to zero in on customer retention. The strongest brands will invest in emboldening their customer experience and will pragmatically innovate out of uncertainty. Success in this kind of economy requires customer obsession — putting the customer at the center of your leadership, strategy, and operations.

That’s why the theme for this year’s CX North America event is Bold Focus. 2023 is a year for CX, digital, and B2C marketing leaders to get focused and go bold. It’s time to rally your organization around the customer. It’s time to smash silos and align disciplines to achieve much-needed growth during this tough time.

At the event, we’ll delve into cutting-edge research, actionable frameworks, case studies, and empowering how-tos. You’ll hear from leading peers, including the winners of Forrester’s inaugural Customer-Obsessed Enterprise and Customer-Obsessed Leader Awards. Covered topics range from marketing strategies that grow business value to emerging digital experiences to metrics that drive impact for the customer and the brand.

Cross-functional alignment will be critical in 2023 and beyond. CX North America is a great opportunity to build a shared vocabulary between leaders, especially in the interlocking disciplines of CX, digital, and B2C marketing.

I hope you’ll be able to join us at CX North America. The hybrid event will take place on June 13–15 in Nashville, Tennessee, and through our digital experience platform. Save your spot now to secure the best price and ensure that you aren’t left out of three transformative days. You can learn more about the event and explore the agenda, as well.