November 17 – 19  |  Live Virtual Experience

VIP Program

Qualified senior CX and Marketing leaders will enjoy exclusive access to analysts, peer networking opportunities and tailored content for senior decision-makers at Forrester’s CX EMEA 2020 Forum.

Designed to maximize interaction opportunities with peers while engaging in the entire Forrester event experience, the VIP program features a blend of education sessions, facilitated discussions and networking opportunities available exclusively to VIPs.

For any questions, please email

18 November 2020

11:10 am – 11:30 am

How Should CX Leaders Prepare Themselves And Their Firms For The Challenges That Lie Ahead In 2021?

With the global pandemic and the subsequent economic challenges likely to continue long into 2021, CX leaders need to prepare to play a different ball game to be successful and to deliver more compelling customer outcomes in the coming 12 months. Join Principal Analyst Tom Mouhsian and Senior Advisor, Salman Sharif to hear their perspective on the following topics:

  • How firms will need to pivot to drive and subsequently measure engagement and loyalty through digital channels.
  • Which initiatives to prioritize to drive positive emotions and greater empathy with customers during these times.
  • How the role of the CX professional will evolve in 2021, and how leaders should demonstrate a strong return on the funding they receive.

Tom Mouhsian, Principal Analyst, Forrester
Salman Sharif, Senior Advisor, Forrester

3:15 pm – 4:00 pm

Live Discussion: Future Of CX

How CX will evolve is a question often posed by professionals and observers. With the pandemic set to last well into 2021, the future of how experiences will be delivered is an even more pertinent question. During this VIP session, join Research Director David Truog, Global CX & EX Council Leader Amanda Brax, and Senior Advisor Salman Sharif to discuss what Forrester’s 2021 CX Predictions will mean to you and your organisation. 

This will be a discussion-based session designed especially for CX leaders, facilitated by Forrester experts. Come prepared to discuss, debate, and deliberate with your peers! 

David Truog, VP, Research Director, Forrester
Salman Sharif, Senior Advisor, Forrester
Amanda Brax, Global Council Manager, Forrester

19 November 2020

9:00 am – 9:45 am

Live Discussion: Peer Insights

Kick-start day 2 of the CX EMEA live virtual experience by sharing challenges with, and providing insights to, your peers. We’ll be discussing challenges aligned to the key themes of CX EMEA  values, journeys, experiences and the future — and how they resonate with you as a leader. So, come ready to share your challenges, discuss topics that have been prevalent in the conference so far, and provide insights to fellow CX leaders. 

Joana de Quintanilha, VP, Principal Analyst, Forrester
Salman Sharif, Senior Advisor, Forrester

12:40 pm – 1:00 pm

Why Emotion Is Important And How To Utilize It To Drive Loyalty

Emotion is an important component of a customer’s experience that impacts their loyalty – that is, their intentions to stay with you, grow their relationship with you, and recommend you to friends and family. This VIP session will present how emotion impacts customer loyalty behaviours. Learn what specific emotions can drive greater loyalty in your industry, what parts of your customers’ experiences have the biggest influence on loyalty, and how you can best position your firm for moments when (not if) your customers experience a mistake when interacting with you.

Michelle Yaiser, Director, Customer Experience Analytics, Forrester
Pete Jacques, Principal Analyst, CX Index, Forrester