November 17 – 19  |  Live Virtual Experience

About the Forum

CX EMEA 2020 is a virtual conference designed for customer experience and marketing professionals. Attendees will learn strategies, techniques, and innovations that deepen customer understanding, strengthen customer loyalty, and accelerate business growth.

This year’s central theme is CX and marketing collaboration: Why it’s critical and how brands can achieve it. Join hundreds of other customer experience (CX) and marketing professionals, to hear Forrester analysts and guest presenters provide bold perspectives on the convergence of CX and marketing, the importance of values, ethics, journey benchmarking, designing for change and measuring value for customers. Keynotes and breakout sessions will address a range of topics, including employee experience, the future of work, the future of customer experience, journey mapping, design, and more. Attend to learn how to empower your business to provide exceptional experiences that win, serve, and retain customers.

We decided to hold CX EMEA virtually after careful deliberation and mainly because of the following reasons:
The safety and well-being of our community is our top priority. In light of travel restrictions, corporate travel bans, and guidance on social distancing due to the ongoing COVID-19 pandemic, we believe providing a virtual experience is a better alternative to ensure the safety of participants.

CX and marketing professionals rely on this event to help them unlock the many benefits of superior customer experience — from higher retention rates to lower cost-to-serve. The decision to hold this event as a virtual conference was made to honor our commitment to these leaders and provide the best possible alternative under the current circumstances.

The virtual event will provide the same experience that our attendees have come to expect. We have made significant investments in a robust, user-friendly platform that will allow attendees to have access to:

  • All keynotes and track sessions
  • An interactive marketplace and show floor experience
  • Analyst 1:1s to meet and discuss priorities
  • Virtual networking opportunities to interact and collaborate with other participants in real time for a fully immersive experience

Forrester defines a virtual conference as a fully immersive experience. Delivered via a sophisticated and secure cloud-based platform, CX EMEA will offer attendees advanced experiential and networking opportunities beyond video conferencing, screen shares, or webinars. It offers all the core components that have become the hallmark of CX EMEA, including access to external keynote speakers, analyst 1:1s, and community engagement. The main difference between a live and a virtual event is that the attendees can access the virtual conference from anywhere in the world on any computer or mobile device rather than a physical location.

Click here to access the registration page. Details of how to access the event and helpful tips to maximize your experience will be shared in the coming weeks.

If you can’t attend the live conference, you will still have access to all the sessions and content on demand so you can view them at your own convenience. All Keynotes and Sponsor sessions will be available on-demand for 90 days (through 18 February, 2021). Guest performances will not be available on-demand.

You will receive your login details for access to the platform to the email you registered with prior to the event. If you have not received this by November 17, please email for assistance.

If you have questions before the event, please contact us at During the virtual event, links to real-time support will be available.

Always visit the agenda page for the latest program updates. The agenda can be found here.

Visit our Sponsors tab above, send our sponsorship team an email at, or call us at +31 (0) 2030 54848, and a member of the team will get back to you as soon as possible.

There are various agenda items that feature outside speakers. If we’re seeking speaking opportunities, check the Speaker page on the site for a “call for speakers”.  If you are a vendor or agency, please contact our Sponsorship team ( to learn how you can get involved in Forrester’s Forums.

We encourage you to share your excitement on social media using our hashtag #ForrCX.

We offer complimentary press passes for certain qualified media outlets. Contact to learn more.

Who Attends?

  • Chief customer officers ​
  • VPs and directors of enterprisewideCX ​
  • VPs and directors of customer service support​
  • VPs and directors of customer insights ​and analysis​
  • CMOs, VPs of marketing, and other professionals with responsibility for end-to-end customer brand and experience​
  • Design leaders and teams responsible for customer-facing product and experience design, in both digital and physical channels​
  • ​Senior-level executives responsible for ​digital channels ​
  • Senior-level executives responsible for setting organisational strategy ​
  • Senior-level executives responsible for driving consumer sales and profitability ​
  • Marketing and strategy leaders charged with understanding customers’ needs ​


Yes, this event is open to the public.

Click “Register” above. Select the “I need to purchase ticket(s)” option. You can purchase one ticket, or continue to add additional attendees before you complete your registration profile(s) and enter payment information. All attendees will receive a unique confirmation email with their unique reference number.  If you cannot locate the confirmation email, please check your spam folder, or email to have it re-sent.

Our virtual launch promotion ticket pricing is listed below:
Client Pricing: £1,525.00
Nonclient Pricing: £1,625.00
Government, Education, and Nonprofit: £1225.00

It depends. Current Forrester clients may have access to event tickets as part of their overall account relationship. If your company is a Forrester client and you are not sure if you have access to a ticket, please email your dedicated account team or email us at If you have confirmed you have an available ticket or service units that can be used, register online by selecting the option, “I have a pre-purchased ticket or service units to use.” Your registration will be pending until you receive a confirmation email indicating your available event ticket or service units have been processed.

Yes, we offer a “3 for 2 Package.” When two colleagues from the same company register for an event at the same time, a third colleague may attend free of charge. This discount applies to credit card or check payments only. Group discounts cannot be combined with other offers, including Early Bird and sponsor rates. This promotion will automatically apply when registering three attendees in a group on the website. Subsequent cancellation of any paying member of the team will result in a charge for the free attendee.




For other group sizes, send an inquiry to listing the event, the number of people who want to attend, and any budgetary requirements. A dedicated event sales representative will be in contact within two business days with options.

Tickets for Forrester events tend to sell out in advance. Please don’t wait too long to purchase a ticket if you are sure you want to participate.

No. Each event registration is for one person only. Event tickets may not be split or shared.

Tickets purchased for a specific event can be transferred to a colleague at any time prior to the event. To transfer your pass to a colleague, please click here. You’ll need to enter the email address used at registration and the reference number provided in your confirmation email. Or email for help.

If you are unable to attend and want to transfer your ticket to a different Forrester event, please email to inquire which events the ticket may be valid for.

Refer to our cancellation and refund policy below. Please contact us to submit all cancellation requests.

Forrester must receive written notification of any cancellation. If written notice of cancellation is received by Forrester more than 31 days prior to the date of the Event (on or before October 18, 2020), Forrester will refund 100% of the fee. If written notice of cancellation is received by Forrester 16-30 days prior to the date of the Event (from October 19, 2020 through November 2, 2020), Forrester will refund 50% of the fee. If written notice of cancellation is received by Forrester 0-15 days prior to the date of the Event (from November 3, 2020 through the Event), the participating company shall be liable for 100% of the fee. In accordance with the foregoing, cancellation 0-15 days prior to the date of the event or other nonattendance of the Event will result in forfeiture of the ticket, which may include without limitation Member tickets, Forum Seats, or Service Units (if used to cover the cost of the Event) and no refunds will be issued. Event tickets that are obtained pursuant to a separate contract with Forrester may have different cancellation terms that govern.

Please note that in the event of ticket cancellation, Forrester is not responsible for cancelling your travel plans or hotel reservations; Forrester is not responsible for any cost incurred by or associated with your cancellation.

After the cancellation cutoff date, payments made are not refundable for any reason, including but not limited to failure to use conference attendee credentials due to illness or due to any event beyond the reasonable control of the parties, such as an act of God, natural disaster, travel-related problems, or an act of terrorism.

To view our event registration terms and conditions, please click here. To view Forrester’s privacy policy, please click here.