CX Forum
East

AI is exposing cracks in journey strategy, personalization, and alignment faster than teams can patch them. Most CX organizations feel the pressure, but few know which capabilities will actually change their trajectory. Read this blog to learn the five capabilities CX leaders need now to adapt — and how to build them at CX Forum East.

If the CX profession wants to reclaim strategic relevance over the next decade, it needs to shift from diagnosing experiences to delivering change and from a language of sentiment and pain points to one of growth, trust, and resilience.

CX Forum East brings CX leaders together in New York City to tackle the most urgent challenge of the AI era: building experiences that technology can’t replicate. Learn how to get the most from the two-day event.

CX Forum East moves quickly by design — and its Brooklyn setting helps you slow down just enough to think clearly. This guide shows how to use the neighborhood to arrive grounded, extend the best conversations, and turn Forum insights into ideas you’re ready to act on.

OpenAI has nixed its instant-checkout functionality, which enabled shoppers to complete their orders directly in ChatGPT. Read what this shift means for merchants.

As every brand races to deploy the same AI tools, the differentiating factors will be the people using those tools and the experiences they create. Our 2026 CX events will equip you to build experiences that win trust and lasting loyalty.

Back-to-back slide decks. Cameras off. A handful of questions at the end. For many CX leaders, that’s what a “strategy day” still looks like. Now think about those scenes in “Stranger Things” where the kids are huddled around a table playing Dungeons & Dragons. They’re all in. They argue (in a good way). They remember […]

In 2026, consumers will lean into a yearning for in-person experiences and connection. Events offer unmatched opportunities to deepen connections, build trust, and create memorable brand moments. Our latest CX Cast episode features Forrester VP of Global Events Tavar James on making the most of these experiences.

At the recent NRF event, the headline was shopping in answer engines, with Google’s new Gemini Enterprise for Customer Experience and Universal Commerce Protocol getting lots of attention. Tucked below the fold, however, was important news for CX and contact center leaders: the announcement of Google Cloud’s Customer Experience Agent Studio. Customer service and CX […]

Love it or hate it, principal media is a necessity for agencies, advertisers, and publishers grappling with revenue and budget uncertainty.

These platforms have come a long way from their original incarnation as social media management tools with light social listening features. Read the key highlights from our latest landscape report on these suites.

Despite years of journey mapping, results are still inconsistent, slow to scale, and hard to tie to business outcomes. Learn why that’s changing — and what leaders must do differently.

Angelina and Martin explore the evolving landscape of AI trust in CX. They break down how European regulations, consumer confusion, and pop culture examples — such as virtual influencers and AI-generated bands — highlight challenges around transparency and authenticity. They also discuss how organizations can build trust in AI-powered experiences by focusing on empathy, transparency, and risk assessments.

Learn what agentic commerce means and how it impacts commerce experiences for customers today.

It's one of the most common questions from CX leaders: Where should the CX function sit? We identified multiple factors and variables that influence the best possible home for the CX function in this post.