November 17 – 19  |  Live Virtual Experience

Leadership Development Sessions

In addition to featuring Forrester’s latest research providing you with an unbiased perspective on the most important Customer Experience and Marketing trends faced by Chief Experience Officers, Chief Customer Officers, Chief Marketing Officers and their teams, we are pleased to offer the following sessions that are also focused on leadership development.

17 November 2020

2:50 pm – 3:10 pm

How Innovation Before Replication Drives Transformation

The most important behavior of people in a 21st century organization is asking great questions. Curiosity is the critical competitive differentiator for leaders and the people they lead. Your people drive organizational change—you can’t outsource transformation. Behaviors change beliefs, not the other way around. Based on his forthcoming book, The Heart of Transformation; Build the Human Capabilities that Change Organizations for Good, Michael will focus on the capability of Innovating Before Replicating and give you one of the key questions that can activate this capability in your company.

Michael Leckie, Founding Partner, Silverback Partners, LLC

3:15 pm – 3:45 pm

The Equity Equation: Drive Innovation With Inclusive Culture

Every organisation 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. Companies that lack an inclusive culture fail to unlock those opportunities. 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.

Katy Tynan, Principal Analyst, Forrester

18 November 2020

10:20 am – 10:50 am

Close The Gap Between Brand, Employee, And Customer Experiences

Values-based consumption is increasing, and employees are increasingly expecting you to articulate a clear brand purpose. The current crisis proves that the way firms treat their customers and employees is reshaping their brands. More than ever, employee and customer experiences are key drivers of business performance. This session will explore how leading firms are aligning brand, customer, and employee experiences.

Thomas Husson, VP, Principal Analyst, Forrester

12:00 pm – 12:20 pm

How Jobs And Employee Experience Will Evolve In Europe In 2021

2021 will be a pivotal moment for Europe. Ongoing economic uncertainty, rapid technological change, and an ongoing pandemic will transform existing working environments. The European job market will have to become more dynamic to minimise the risks of job elimination and skills shortages. This session highlights the main drivers of a more dynamic European job market. It discusses how jobs and employee experience (EX) will evolve in Europe in 2021. The goal is to help customer experience, EX, and marketing professionals shape and develop their strategies.

Dan Bieler, Principal Analyst, Forrester

1:15 pm – 1:35 pm

Energize EX Improvement With Confidence And Clarity Using Employee Journey Mapping

Your understanding of the employee experience (EX) at your firm will remain hazy as long as you rely on annual snapshots of employee engagement. Why? Because insights from these surveys are stale by the time you’ve analyzed the data —— which is likely to be distorted anyway since it’s self-reported. The solution: employee journey mapping (EJM). But don’t forget that serving employees is fundamentally distinct from serving customers. The most challenging problems inhibiting EX are systemic, such as metrics or the way leaders manage change. Overcoming these problems requires an EX-specific approach.

David Johnson, Principal Analyst, Forrester

19 November 2020

10:35 am – 11:05 am

Design For The One And Only Constant: Change

Like humans, organisations struggle to deal with disruption. While some try to hang on to the status quo, others grow and become more resilient as they dare to explore complexity and change. What’s different about these people and organisations? They adopt a few design principles that allow them to continuously adapt to changing customer expectations, technologies, or ecosystems. This keynote shares best practices and approaches to harness the one and only constant: change.

Karine Cardona-Smits, Senior Analyst, Customer Experience, Forrester

11:25 am – 11:45 am

Customer Experience In 2021

Customer experiences and the work of the people who create them evolve continually — but are now changing faster than ever. This session will examine Forrester’s CX predictions for 2021 and what they mean.

David Truog, VP, Research Director, Forrester

1:45 pm – 2:15 pm

How To Measure Value For Customer

Do your customers feel they get value from interacting with your organisation? And if not, what are the biggest gaps? Most organisations cannot reliably answer these questions. But how much value your customers get across four dimensions — functional, experiential, symbolic, and economic — is a key leading indicator of business success in any customer-centric organisation. This session gives guidance on how to overcome the biggest challenges in measuring true value for customers.

Maxie Schmidt, Principal Analyst, Forrester