CX
EMEA

June 22 – 23, 2022  |  London & Digital Experience

Agenda

Wednesday

Jun 22
  • 9:30 am – 10:50 am BSTOpening Remarks & Keynotes
  • 10:50 am – 11:20 am BSTMarketplace Break
  • 11:20 am – 12:25 pm BSTBreakout Sessions & Case Study Sessions
  • 12:25 pm – 1:25 pm BSTLunch
  • 1:25 pm – 3:05 pm BSTBreakout Sessions & Case Study Sessions
  • 3:05 pm – 3:35 pm BSTMarketplace Break
  • 3:35 pm – 4:05 pm BSTFacilitated Networking
  • 4:10 pm – 5:15 pm BSTKeynote Sessions
  • 5:15 pm – 6:15 pm BSTReception

Thursday

Jun 23
  • 9:30 am – 11:00 am BSTKeynote Sessions
  • 11:00 am – 11:30 am BSTMarketplace Break
  • 11:30 am – 12:35 pm BSTBreakout Sessions & Case Study Sessions
  • 12:35 pm – 1:35 pm BSTLunch
  • 1:40 pm – 2:45 pm BSTBreakout Sessions & Case Study Sessions
  • 2:45 pm – 3:15 pm BSTMarketplace Break
  • 3:20 pm – 3:50 pm BSTBreakout Sessions
  • 3:55 pm – 4:30 pm BSTKeynote Session & Closing Remarks

Wednesday Jun 22

9:30 am – 10:15 am BST

Opening Remarks & Keynote Session

What Customers Value

When customers seem to change rapidly and organisations operate in turbulent times, organisations need to root their efforts even more vigorously in helping customers achieve their goals in life. To do that, they need to reevaluate what their customers value and determine the organisation’s role in their customers’ value network. In this session, Forrester will share its value-for-customer framework and how to build on it to deliver journeys that drive customer value.

Speakers:
Martin Gill, VP, Research Director, Forrester
Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester
Sharyn Leaver, Chief Research Officer, Forrester

10:20 am – 10:50 am BST

Keynote Session

The Journey-Centric Revolution

A business can’t become customer-obsessed without becoming journey-centric. Journeys are customers’ lived realities, they lead to higher revenue, reduced costs, and better CX. Problems with transforming an organisation to become journey-centric vary from one firm to the next. Leading your transformation effectively requires knowing how to scope the transformation just right, break it down into manageable chunks, and adapt organisational structures as needed. Firms need to be able to recognize and avoid the common major pitfalls and evolve your organisational design frequently to match changing circumstances. This transformation will require innovation in structure, culture, people, metrics, processes, and technology.

This keynote will help you:

  • Acquire a handbook of best practices to build a journey-centric firm.
  • Learn from the leaders to overcome journey-centricity pitfalls.
  • Resolve tensions between product and journey and journey science and journey design.

Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester

10:50 am – 11:20 am BST

Marketplace Break

Spend time in our marketplace to learn more about the right technology to help you stay out in front of your competition.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Five9: From Chatbots to IVAs: How AI is impacting the Future of CX

The increasing presence of AI has disrupted the status quo in CX and enterprises worldwide have already experienced the benefits of investing in AI technology. As CX professionals look to the future, what’s next for AI Innovation? Join Brian Atkinson, VP and General Manager of Five9 EMEA to discover how innovation in AI technology will forever change the CX landscape.

Speakers:
Brian Atkinson, VP and General Manager , Five9 EMEA

XI Spotlight: InMoment uses AI to maximise insight

Learn how InMoment is using its latest artificial intelligence technology to make the most of all feedback from multiple sources and in multiple channels. XI Spotlight is the latest addition to the XI solution suite and brings enterprise grade text analysis along with intuitive business intelligence and reporting capabilities to help organisations with topics such as brand monitoring, product development and optimization, churn reduction and regulatory compliance.

Speakers:
Anthony Wright, Senior Director of Solution Consulting, EMEA, InMoment

11:20 am – 11:50 am BST

Breakout Sessions

New Leaders, New Work
Plan Your Sustainability Transformation

Over the coming years, sustainability will become a top priority for CEOs. Their ability to transform their firm is critical to surviving and capitalising on a new wave of business disruption. This session helps leaders understand the key drivers of sustainability transformation; shares best practices to build trust among consumers, employees, suppliers, shareholders, and the community; and shows how to develop sustainability as a new competitive advantage.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

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The Future Of
Modernise Your Marketing Capabilities For CX Innovation

B2C marketing leaders must transform their organisations from brand cost centers to business growth drivers. That transformation requires a brand strategy deeply rooted in customer understanding and a focus on differentiated customer experiences versus awareness campaigns and conversion rate optimisation.

In this session, participants will:

  • Discover how to align marketing capabilities with CX initiatives.
  • Learn how to prioritise martech investments for strategic value.
  • Acquire best practices to accelerate marketing-led CX innovation.

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester

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Scaling CX
The State Of CX Teams

CX teams need a blend of the right strategy, skills, and stamina to help their organisations deliver better experiences. In this session, Senior Analyst Judy Weader, will share key priorities and challenges of scaling CX teams.

Speakers:
Judy Weader, Senior Analyst, Forrester

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11:55 am – 12:25 pm BST

Case Study Sessions

Hear real world case studies showcasing the value of partnering with the right technology provider.

Attend one session:

Acoustic: Coventry Building Society - Digital Transformation

In late 2020, Coventry Building Society embarked upon a transformation project known as DCCE (Digital Customer Communications Engagement). Hear how Paragon DCX supported the initial phase of this project, providing an independent consultancy service, followed by a fast-track project to do the basics brilliantly and leap towards CRM excellence!

Speakers:
Murdo Ross, Solutions Director, Paragon DCX
Phil Boon, Head of Digital, Coventry Building Society

AA and Forsta reinvigorate CX measurement and business impact

Join Darran Taylor from the AA as he shares his experiences of working alongside Forsta to rejuvenate their CX measurement program. Darran will explain how a renewed focus on the importance of measuring CX led to the adoption of fresh approaches, from survey redesign to communication of results to driving actions. Darran will illustrate through ‘real life’ examples including how the program enabled a better understanding the experiences of vulnerable customers.

Speakers:
Darran Taylor, Group Customer Experience Senior Manager, The AA
Phil Durand, Principal Consultant, Forsta

Glassbox & NBrown Case Study: Content without context is simply noise

NBrown, a leading UK retailer, is a data rich ecommerce business who sought to improve their on-line customer experience and increase revenue. By leveraging digital experience analytics to better understand on-line customer behaviours, NBrown was able to increase new customer acquisition and drive higher engagement by removing frictions across the customer journey.

Attend this session to learn:

  • How digital experience analytic solutions, can remove frictions across customer journeys
  • Digital experience best practices throughout the customer lifecycle
  • How NBrown is using digital experience analytics to increase customer acquisition, satisfaction and loyalty

Speakers:
Chris Grant, Group Head of User Experience, N Brown Group plc
David Geffen, VP, Product Marketing, Glassbox

Boots and Momentive talk Digital Customer Experience

In this session, Paula Bobbett, Boots.com’s Chief Digital Officer, talks to Momentive’s Cormac Kelly about how Boots delivers a world class Digital Customer Experience. You’ll hear about how Boots approach their customer landscape, how they think about their Customer Experience Strategy and Voice of the Customer Programs using GetFeedback, by Momentive, to gather insights from their Customer base. Finally, hear Paula share her thoughts about how Boots.com Customer Strategies will continue to evolve.

Speakers:
Cormac Kelly, Senior Director, Customer Success, Momentive
Paula Bobbett, Chief Digital Officer, Boots UK

12:25 pm – 1:25 pm BST

Lunch & Marketplace Break

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Khoros: From customer experience to customer engagement

Accelerating the pace of digital transformation: we all know we need to do it. But when your organization has already implemented chatbots here, messaging solutions there and social channels teams elsewhere, the real challenge is how to become digital-first, so that your customers feel valued and engaged, your customer service teams work efficiently and you can aggregate valuable customer insights.. Hear from Tom Bailey, Khoros’ VP of International how businesses are successfully operating that transition.

Speakers:
Tom Bailey, VP of International, Khoros

1:25 pm – 1:55 pm BST

Breakout Sessions

New Leaders, New Work
New Ways Of Working In Europe - And The Management Style Required To Succeed

In a post-pandemic world companies must embrace Anywhere Work – a mindset of how to support employees to get the best out of them. Anywhere Work supports remote work, like homeworking, business travel, client-site based work as well as frontline work. Hence, it requires effective coordination across technology, operations, HR, and management. Join this session to help you shape and develop your talent and workforce strategies for 2022 and beyond.

Speakers:
Dan Bieler, Principal Analyst, Forrester

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The Future Of
Achieve The Promise Of Personalisation With 5G

Companies are increasing investments in personalisation, recognising its importance for customers, but they often do not reach the expected results due to several personalisation-related challenges. In this session, customer insights leaders and marketers will:

  • Explore how they could unlock the potential of personalisation in a 5G scenario.
  • Learn how they can lead personalisation at scale before 5G’s exponential increase.

Speakers:
Chiara De Gasperin, Analyst, Forrester

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Scaling CX
Building Cross-Functional Collaboration For Successful CX

In this session, Forrester’s Michelle Beeson and Philippa Christie, Chief Product Owner at ScottishPower, will discuss how Scottish Power moved to working in ‘feature teams,’ to support cross-functional collaboration and a focus on customer needs. How and why did Scottish Power establish feature teams? How did they get organizational buy in for successful cross-functional collaboration? What lessons have been learned so far? Join us to hear from ScottishPowers’s journey.

Speakers:
Philippa Christie, Chief Product Owner, ScottishPower
Michelle Beeson, Senior Analyst, Forrester

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2:00 pm – 2:30 pm BST

Case Study Sessions

Hear real world case studies showcasing the value of partnering with the right technology provider.

Attend one session:

Infobip: Digital engagement can bring Brand campaigns to new heights

Digital engagement is changing  and it re-defines how communications can help bring brand stories to life. Together with our customers, Infobip has been working on exciting campaigns using every element of the channel’s rich capabilities to deliver something truly unique and extraordinary. Infobip’s journey is to redefine and create authentic and safe digital interactions between humans and the world around us. Technological development is constantly accelerating, which brings many new business opportunities but also offers the chance to create new value experiences for companies and their customers.

Speakers:
Ivan Ostojić, Chief Business Officer, Infobip

Informatica: TTC’s Journey to Intelligent Customer Experiences on a Foundation of Trusted Data

Sarah will discuss the evolution of an already customer-centric organization and their ongoing journey to fully leverage data to create meaningful touchpoints and great customer experience. She will cover the role of data and her view on finding the harmonious balance of people and data. You will hear about how to leverage data operationally to improve the customer experience, use insights to drive innovation, and gain efficiencies in your own organisation.

Speakers:
Sarah Hillman, Global Head of CRM & Data, The Travel Corporation (TTC)

Medallia & Three UK: Making connections that count

Three UK is one of the UK’s largest telcos. To support their ambition to make customer experience its crown jewel, the business knew its transformation plan needed customers at the very heart of the organisation.

Working with Medallia, launching and embedding a journey programme would be integral to delivering this plan.

We’ll share how we did it, and the impact a customer-centric programme had on better understanding customers, solving problems, influencing decisions, and creating value.

Speakers:
Julia Murphy, Head of Customer Experience, Three UK
Mark Dunlap, Vice President, Medallia

Reputation.com: Using feedback to support customer focused company culture and take real time action

Speakers:
Chris Sparling, CX Strategy Director - EMEA, Reputation
Karl Billington, Director of Customer Experience & International Franchise, Kwik Fit

2:35 pm – 3:05 pm BST

Breakout Sessions

New Leaders, New Work
Advance Inclusive Finance To Drive Sustainable Growth

To remain competitive and drive sustainable growth, financial services firms need to foster digital equity and inclusive finance through innovation. This talk outlines which products and services, policies, and processes financial services firms need to develop to provide individuals and businesses with fair access to affordable financial services that meet their needs and are delivered in a responsible and sustainable way.

Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
Industry Leader Spotlight: Innovating CX

Great CX is top of mind for many. It is imperative that CX, Marketing and Digital leaders have the tools and skills to predict what the future holds in order to drive change. During this session, we will place a spotlight on an industry leader who is paving the way and innovating CX in order to stay out in front of their competition.

Speakers:
Christian Herold, Director Consumer Experience & Engagement, cosnova
Oliwia Berdak, VP, Research Director, Forrester

READ MORE +READ LESS -
Scaling CX
A Journey To Customer Centricity

In this session, Forrester’s Richard Sheahan and Marcello Ciozzani, Global Customer Experience Senior Manager at Chiesi Farmaceutici will discuss how the organization developed its current CX program. How did Cheisi get ‘buy in’ from across the organization? How has it managed to scale the program? Join us to hear about Chiesi’s journey towards customer-centricity.

Speakers:
Marcello Ciozzani, Global Customer Experience Senior Manager, Chiesi Farmaceutici
Richard Sheahan, Principal Consultant, Forrester

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3:05 pm – 4:05 pm BST

Marketplace Break

Spend time in our marketplace to learn more about the right technology to help you stay out in front of your competition.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Kore.ai: Live demo with a truly intelligent Virtual Assistant in customer service

In a new digital world where customers demand more than ever, how do we keep up while driving costs down and increasing NPS? The customer experience (CX) has emerged as the focal point for enterprises to achieve these positive business outcomes. This is why the savviest companies leverage AI-first contact center solutions that create intelligent contact centers. With AI supporting every stage of the interaction, from self-service automation to routing to agent assistance, Kore.ai reimagines the contact center and delivers phenomenal CX to achieve extraordinary business outcomes.

Speakers:
Josefine Larsson, Partnerships Director, Kore.ai

With ServiceNow, BT reinvents the customer experience

Hear BT’s CX transformation vision and the value it drives using automation and out-of-the-box workflows from ServiceNow, striving to deliver friction-free experiences to its customers across 180 countries.

Speakers:
Steve Harding, VP, CX Solution Sales, ServiceNow
Petra Palicsi, Product Owner, ServiceNow at BT

3:15 pm – 4:00 pm BST

Analyst-Led Meetups

Spend some time in these small, interactive group roundtable discussions aligned to specific topics. We’ll also have local language meetups for French, German, and Italian speaking attendees.  Forrester analysts will kick-off each discussion, but bring your topic or question to the meetup and help spark the conversation. First-come, first-served.

Attend one session:

Attend one session:

Meetup: Sustainability

Facilitated by Ryan Skinner, Principal Analyst, Forrester

How To Progress With Sustainability

During this session, you will learn from your peers how they are approaching sustainability as a marketer or CX professional. Below are the topics we’ll explore during our conversation.

  • Understanding customers’ involvement in sustainability
  • The changes our own marketing and CX activities need to make for sustainability
  • Marketing and CX’s role vis-a-vis ESG data and reporting
Meetup: Future of Digital Experiences

Facilitated by Oliwia Berdak, VP, Research Director, Forrester

The Future of Digital Experiences

During this session, you will learn from your peers how they are innovating their digital experiences. Below are the topics we’ll explore during our conversation.

  • Which emerging digital technologies are hot and which ones are not?
  • How can you take a disciplined approach to planning your digital experience portfolio?
  • What’s the best way to experiment and future-proof your digital experience roadmap?
Meetup: Scaling CX

Facilitated by Michelle Beeson, Analyst, Forrester

During this session you will learn from peers how they are approaching building and scaling Customer Experience teams. Below are the topics we will discuss during our conversation

  • What roles and skills does a successful CX team need?
  • How do you effectively demonstrate the business value and financial impact of the CX team?
  • What does it take to overcome internal barriers and challenges?
Meetup: FI Services

Facilitated by Aurelie L’Hostis, Principal Analyst, Forrester

Financial Services: Prioritize CX improvements Based On What Matters To Your Customers And Fits With Your Brand

During this session, you will learn from your peers in financial services how they are prioritizing CX improvements based on what matters to their customers and fits with their brand. Below are the topics we’ll explore during our conversation.

  • How can financial services firms design and develop great digital products and experiences that drive loyalty
  • How to succeed with personalization in financial services
  • How can financial services firms make finance more inclusive and build trust
Local Language Meetup: German

Facilitated by Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester

CX in der DACH Region – Herausforderungen und Lösungsansätze

Treffen Sie CX Verantwortliche aus anderen Unternehmen in der DACH Region und diskutieren Sie Ihre größten Herausforderungen und wie andere CX Teams ihnen begegnen.

Local Language Meetup: Italian

Facilitated by Enza Iannopollo, Principal Analyst, Forrester

L’esperienza dei consumatori Italiani tra sostenibilità e trasformazione digitale.

Quali sono le esperienze che i consumatori Italiani considerano ottime e quali sono le aziende che le offrono? Se sei curioso di sapere la risposta a queste domande e vuoi condividire il tuo punto di vista con gli analisti di Forrester ed altri esperti come te, partecipa a questa sessione in lingua Italiana.

Local Language Meetup: French

Facilitated by Karine Cardona-Smits, Senior Analyst, Forrester

L’Expérience Client en France – Etat des lieux et échange
Rencontrez et échangez avec vos pairs en charge de l’expérience client au sein d’entreprises basées en France. Venez partager vos difficultés de mise en oeuvre, vos solutions et retours d’expérience.
4:10 pm – 4:40 pm BST

Keynote Session

It’s Time To Shape How People Trust You

Despite being the most crucial element in every relation with customers and employees, trust is too often left it to its fate. It’s time to take control and finally dive deeper in understanding, shaping, and guiding how customers trust brands and employees trust their employers. This session will help customer experience (CX) leaders understand the trust imperative, the levers of trust, and what to do about them. Establishing and preserving trust will move markets, build unbreakable bonds with customers, while delivering superior experiences, and attract and retain the best, most dedicated talent. CX leaders are uniquely positioned to contribute and maximise the firm’s chance of success and exponentially amplify the value they bring to their firm during the trust imperative.

Speakers:
Enza Iannopollo, Principal Analyst, Forrester

4:40 pm – 5:15 pm BST

Guest Keynote Session

Driving Change In The Guest Experience: A Fireside Chat With Accor’s Alison Broussy

Join this fireside chat with Alison Broussy and Forrester Principal Analyst Ryan Skinner. During this session, Alison and Ryan will discuss Accor’s shift to focus on changing the guest experience and how data has played a role in the change led by Alison.

Speakers:
Alison Broussy, Global VP Customer & Digital Experience, Accor
Ryan Skinner, Principal Analyst, Forrester

5:15 pm – 6:15 pm BST

Reception

Thursday Jun 23

9:30 am – 10:00 am BST

Keynote Session

Unchained Melody – Driving Harmony With Decentralised Business Models

Digitizing your business was an existential imperative during the pandemic, however future leaders are not stopping with customer engagement and are pressing on to digitise their business models. Hot-swapping internal capabilities with best of Breed as-a-Service solutions is the new way to differentiate, but risks a disjointed experience for both customers and your work-anywhere employees. Like any good orchestra, the CX leader must build harmony from these individual instruments.

This keynote will help you:

  • Understand collaborative business models and how they fit in your strategy.
  • Use connected platforms to build resilience into your business.
  • Orchestrate harmonious customer journeys for your customers.

Speakers:
Jacob Morgan, Principal Analyst, Forrester

10:00 am – 10:30 am BST

Keynote Panel Session

How Partners Help You Build Trust With Your Customers

To create value for customers, companies must tune in to customer needs. But this is tricky to do with limited access to customers in all their different contexts. In this panel discussion, Forrester will talk to marketing technology companies about how they can help you access the data you need to build trust at all stages of your customers’ journeys.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester
Dennis Self, CEO, Acoustic
Anthony Gaskell, Managing Director - EMEA, Reputation

10:30 am – 11:00 am BST

AfterWords

Ever wanted the chance to go backstage and be a part of the conversations that go on in the Green Room? Well now is your time! 

In these sessions, delegates will have the opportunity to engage with our Forrester keynoters and delve deeper into the frameworks and thought-leadership just revealed in their presentations. 

Come with your questions or join as a listener, either way you won’t want to miss it!

Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Enza Iannopollo, Principal Analyst, Forrester
Jacob Morgan, Principal Analyst, Forrester

11:00 am – 11:30 am BST

Marketplace Break & Networking

Visit with our sponsors in the Marketplace or connect with other attendees during facilitated networking sessions.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Forsta: From Metrics to Meaning

Speakers:
Phil Durand, Principal Consultant, Forsta

Informatica: Innovating with Data

Your customer data is everywhere. Data silos are a natural outcome of the proliferation of the applications you use to engage with customers from the front line to the back office. The downside is that this disconnected, incomplete, and inconsistent data slows down your ability to innovate and bring new ideas to market. We will show how you can derive better insights from complex data, and leverage the right information to deliver rich and differentiated customer experience.

Speakers:
Barry Wildhagen, Senior MDM Solution Architect, Informatica

11:30 am – 12:00 pm BST

Case Study Sessions

Hear real world case studies showcasing the value of partnering with the right technology provider.

Attend one session:

Alida: How PokerStars turned Insights into Value with Alida Total Experience Management (TXM)

Gareth Williams, Insights Community Manager at PokerStars, will demonstrate how the use of Alida’s Insight Community has enabled him to successfully demonstrate that the use of customer insights had a positive effect on the wider company’s bottom line. Now, insights are used across many different and distinct departments, to build better and more effective products for all brands under the Flutter Entertainment umbrella. The leadership teams meet regularly to discuss how customer insights should be integrated into the decision process and what new products and services should be prioritised next. Gareth Williams will be joined by Alida’s President of Product, Riaz Raihan, who will walk you through what Total Experience Management (TXM) means to us and how Alida has aided customers such as PokerStars in gaining meaningful results with TXM.

Speakers:
Gareth Williams, Insights Community Manager, PokerStars
Riaz Raihan, President of Products & Engineering, Alida

Qualtrics: Taking your XM program to the next level

Effort, emotion and empathy – the three Es of customer experience. But how do organisations – big or small – master each of them? In this session, discover how you tune into what people are saying about your brand, improve journey understanding with omni-channel feedback, and then give your teams personalized & actionable insights. All in order to achieve real ROI in terms of reducing churn, increasing loyalty and boosting lifetime spend.

Speakers:
Jagrit Malhorta, Managing Director, XM Discover and Social Content, EMEA

Verint: Be daring and experimental to create better customer experiences

The recent shift to digital will have a deep and lasting impact. Verint’s latest Engagement Capacity gap research for Europe shows exactly that – 73% of leaders believe customer engagement challenges will increase in 2022, and 45% of companies are signaling difficulties dealing with customer engagement due capacity issues.

Domestic & General, the UK’s leading specialist warranty provider – supporting their customers with insurance and repairs for their appliances and boilers – is facing many of these customer engagement challenges. Their customers want seamless experiences across channels – digital and physical – which in Domestic & General’s case are often serviced through partner networks. In this session we hear from John White, Customer Experience Director at Domestic & General, on how this has all played out in his organisation, and how CX professionals need to be daring and experimental by nature to tackle these challenges.

Join this session with John White and Maurice van der Heijden to discover:

  • The latest insights in the Customer Engagement gap;
  • How Domestic & General has managed the increased customer engagement demands;
  • John’s view on what the “scourge of the CX professional” is.

Speakers:
Maurice Van Der Heiijden, Head of Customer Experience Business, EMEA, Verint
John White, Customer Experience Director, Domestic & General

12:05 pm – 12:35 pm BST

Breakout Sessions

New Leaders, New Work
The Effective CMO

Seventy percent of companies watched marketing increase in importance during the pandemic. And for good reason. Marketing innovated new products, delivery methods, revenue models, and demand when foot traffic and supply chains halted. What can a CMO do to ensure that this new appreciation for marketing stays for good? This session focuses on the skills and competencies an aspiring CMO needs.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

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The Future Of
Metaverse, Web3, NFTs: What's Real, What's Hype, And What You Should Do About It

Do we need a metaverse strategy? What should we do about NFTs? How does Web3 fit into all this? What’s the risk of being left behind if we decide to adopt a wait-and-see strategy? Well-known brands issuing NFTs, Facebook’s rebranding as Meta and accompanying metaverse strategy, Satya Nadella linking metaverse developments with Microsoft’s $75bn deal to acquire Activision Blizzard – it’s hardly surprising that enterprises and tech vendors alike have been asking questions like these with increasing frequency.

In her presentation, Forrester VP & Principal Analyst Martha Bennett will:

  • Demystify the terms from both a technical and a business perspective.
  • Provide insight into what’s real today.
  • Outline what may become real in the future.
  • Share insight into what’s likely to remain wishful thinking.
  • Provide attendees with practical advice on assessing what it all means for them.

Speakers:
Martha Bennett, VP, Principal Analyst, Forrester

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Scaling CX
Successful CXOs Focus On Outcomes

The road to CX transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organisational outcomes — and align their work directly with those outcomes — are far more likely to successfully reach their destination.

Participants in this session will learn:

  • What successful CXOs do differently.
  • How to move from support person to salesperson.
  • How to move from stakeholder outcomes to shareholder outcomes.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester

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12:35 pm – 1:35 pm BST

Lunch & Marketplace Break

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Momentive: How To: Quick Tips for Building a Best-in-Class Voice of Customer Programme

At Momentive, we help brands like Farfetch, Just Eat, & Booking.com improve their customer journey’s through live, automated, and visual user feedback. Our clients use our feedback solutions to stop guessing what users want, and start listening to what they need. By giving your customer a voice, you can continuously improve UX and increase conversion and retention. So stop guessing, and start listening!

Speakers:
Tom Thyroff-Kohl, XM Consultant, Momentive

RingCentral: Digital Engagement Simplified

Research shows that 89% of consumers say their purchase decisions are influenced by whether brands offer their preferred communication methods. The ability to meet customers at their preferred form of communication is more important than ever. But where do you start? This spotlight will review what digital engagement can bring to your organisation and what the important considerations are for you to be aware of in your digital transformation.

Speakers:
Kimberley Roy, Customer Experience Solution Engineering, RingCentral

Lunch & Learn with Reputation.com: Maximising Your CX Programme

  • Why is CX simple to understand but difficult to deliver?
  • Create a burning platform
  • How to predict the future behaviour of your customers

Join Reputation’s Matthew Patchett for an interactive session on how to maximise your CX programme and drive positive business change throughout your organisation.

This session will have limited capacity and is first come, first served. Lunch will be provided.

Speakers:
Matthew Patchett, Senior CX Strategist, Reputation
Tracey Pankhurst, Senior CX Strategist, Reputation

1:40 pm – 2:10 pm BST

Case Study Sessions

Hear real world case studies showcasing the value of partnering with the right technology provider.

Attend one session:

SAP & INEOS: The B2B Company Becoming a Consumer Favourite

Why would, and how did, a successful global manufacturer of chemicals venture into consumer operations? Meet the INEOS businesses making an impact in Automotive, Hygienics and fashion. From rising to the challenge of COVID-19 building six factories each in under ten days, to building a world-renowned engineered 4×4, this is a company whose journey you don’t want to miss. Find out how INEOS automotive is achieving everything they set their mind to, with SAP.

Speakers:
Jay Aubby, Head of Architecture and Technology, INEOS

Zoho: Tenet transforms internal and external processes with Zoho

Tenet has used Zoho’s CX platform to revolutionise its backroom processes and create a customer portal. Tenet is the UK’s largest independent compliance support provider to financial service organisations. It has used Zoho CRM to create a single view of customer data and paired this with a portal developed in Zoho Creator that showcases new services and processes customer activities. The session will illustrate how Tenet used CX to improve internal efficiency and customer service.

Speakers:
Oliver Bolger, Head of Business Change, Tenet Group

2:15 pm – 2:45 pm BST

Breakout Sessions

New Leaders, New Work
ESG’s Impact On Your Communications

No matter if your business’s sustainability ambitions are high or low, the way you talk to the market is changing, and quickly. New reporting laws, greenwashing risks, and stakeholders all force communicators to change how they operate, taking both a broader and more forensic approach to messages. This session will equip you with the principles to master this environment.

Speakers:
Ryan Skinner, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
The Future Of Mobile Banking

Mobile apps have become the touchpoint of choice for millions of Europeans. Leading banks are leveraging emerging mobile capabilities and design best practices to satisfy heightened customer expectations and outflank mobile-first fintechs. This session will showcase functionality and UX best practices that other firms can learn from

Speakers:
Oliwia Berdak, VP, Research Director, Forrester
Kerstin Wehmeyer, Researcher, Forrester

READ MORE +READ LESS -
Scaling CX
Designing Better Feedback Experiences

Customer experience (CX) leaders need to better design feedback experiences to avoid missed opportunities, harvest the value customers send them and follow up in a way that will positively engage with customers, not dismiss them. In this session, Senior Analyst Karine Cardona-Smits will share how customer experience professionals can improve CX by closing the feedback loop and valuing what is already available to them.

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

READ MORE +READ LESS -
2:15 pm – 3:15 pm BST

Mastering CX Workshop: Take a Systematic Approach to Ensure CX Success

There’s a lot riding on your success as a customer experience (CX) professional. Your company is counting on you to organize stakeholders to create a consistent, on-brand, high-quality customer experience. To succeed, you need to approach your responsibilities in a systematic way that produces continuous improvement, not just a series of one-off fixes. In this interactive session, you’ll learn about the six priorities for CX success, assess your current state, and build an action plan that will benefit your organization and your career as a CX professional. This workshop provides a live sample of Forrester’s Mastering CX Certification course. By participating, you’ll get a head start on earning your Mastering CX credentials.

Speakers:
Judy Weader, Senior Analyst, Forrester
Ashley Taylor, Delivery Manager, Custom Programs, Forrester

2:45 pm – 3:15 pm BST

Marketplace Break

Spend time in our marketplace to learn more about the right technology to help you stay out in front of your competition.

3:20 pm – 3:50 pm BST

Breakout Sessions

New Leaders, New Work
New Worlds Need New Leaders

Tomorrow’s world won’t be anything like today’s. Considering sectoral convergence, climate change and regulation, tech, energy and geopolitical disruptions, tomorrow’s leaders are expected to navigate tomorrow’s uncertainties with unchanged expectations of returns to shareholders. How can tomorrow’s leaders achieve organisational success with means at their disposal today? This talk explores today’s resilience strategies for tomorrow’s uncertainties.

Speakers:
Ash Mukherjee, Solution Partner, Forrester

READ MORE +READ LESS -
The Future Of
Connected Products Power B2B CX In Asset-Intensive Industries

With a connected product, manufacturers gain new ways to understand and engage with their B2B customers. Real-time data offers fresh insights into how a product is being used and creates new opportunities for monetisation. But it’s not enough to simply add an internet of things (IoT) sensor to an existing product and wait for the insights – and the cash – to roll in. In this session, we’ll discuss how products, organisations, and customer relationships must all evolve to deliver sustained value to both customer and manufacturer.

Speakers:
Paul Miller, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Scaling CX
Shared Customer Experience: When CX Relies On Partners

Organisations are not always fully in control of every stage of their customer’s journey [experience]. Across industries, businesses rely on partners to support “their” customer experience. From delivery partners supporting retail fulfilment to consumer brands or insurance firms relying on partners to sale their product: the customers’ end to end journey is often supported by larger ecosystem. During this session Forrester will explore how organisation successfully manage shared customer experience.

Speakers:
Michelle Beeson, Analyst, Forrester

READ MORE +READ LESS -
3:55 pm – 4:30 pm BST

Keynote Session & Closing Remarks

Beyond The Magic Metric: Scale A System That Measures Customer And Business Value

Customer-centric companies deliver value to the business – not by extracting that value from customers through unscrupulous business practices. Instead they help customers create value and those customers’ loyalty will create value for the business in return. To understand, if it is on the right path, an organisation shouldn’t look for a “magic” metric. Instead, they need a scaled system of complementary metrics that system lets firms balance the value for customers with the value for the business and helps firms optimise for long-term success. In this session, Forrester will introduce this system, share why CX pros are key in building it and what CX pros should do to drive its adoption.

Speakers:
Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester
Martin Gill, VP, Research Director, Forrester

Early Access

Jun 20
  • 2:00 pm – 2:30 pm BSTBreakout Sessions

Wednesday

Jun 22
  • 9:30 am – 10:15 am BSTOpening Remarks & Keynote Session
  • 10:20 am – 10:50 am BSTKeynote Session
  • 11:20 am – 11:50 am BSTBreakout Sessions
  • 11:55 am – 12:25 pm BSTCase Study Sessions
  • 1:25 pm – 1:55 pm BSTBreakout Sessions
  • 2:35 pm – 3:05 pm BSTBreakout Sessions
  • 3:15 pm – 3:45 pm BSTVirtual Drop-In Discussions | June 22, 3:15-3:45 pm
  • 4:10 pm – 4:40 pm BSTKeynote Session

Thursday

Jun 23
  • 9:30 am – 10:00 am BSTKeynote Session
  • 10:00 am – 10:30 am BSTKeynote Panel Session
  • 12:05 pm – 12:35 pm BSTBreakout Sessions
  • 2:15 pm – 2:45 pm BSTBreakout Sessions
  • 2:45 pm – 3:15 pm BSTVirtual Drop-In Discussions | June 23, 2:45-3:15 pm
  • 3:20 pm – 3:50 pm BSTBreakout Sessions
  • 3:55 pm – 4:30 pm BSTKeynote Session & Closing Remarks

Early Access Jun 20

2:00 pm – 2:30 pm BST

How 2020’s Breaking Point Enabled Progressive Inclusion Strategies

The impact of unjust police brutality and the pandemic was a breaking point in 2020 for Humana and the Digital Health & Analytics (DH&A) Organization. With disproportionate health disparities and blatant injustices towards Black Americans, DH&A responded by partnering with Forrester Research to launch an enterprise investigation around systems and practices relative to Black/African American associate and member experience disparities. A conceptual framework was developed to address systemic disparities, new sources of value from an EDI lens, and ongoing training and execution of key practices for EDI to reach full integration into our business norms.

In this session, you’ll learn:

  • Setting up and finding our “why.”
  • The three-phased project and key elements of real EDI strategy.
  • 2021 results and our path forward.

Speakers:
Stacy Brooks, Associate Director | EDI Digital Strategy, Humana | Digital Health Analytics
Alex Stein, Principal Consultant, Forrester

Mastering CX Workshop: Take a Systematic Approach to Ensure CX Success

There’s a lot riding on your success as a customer experience (CX) professional. Your company is counting on you to organize stakeholders to create a consistent, on-brand, high-quality customer experience. To succeed, you need to approach your responsibilities in a systematic way that produces continuous improvement, not just a series of one-off fixes. In this interactive session, you’ll learn about the six priorities for CX success, assess your current state, and build an action plan that will benefit your organization and your career as a CX professional. This workshop provides a live sample of Forrester’s Mastering CX Certification course. By participating, you’ll get a head start on earning your Mastering CX credentials.

Speakers:
Jenna Wohead, Director, Certification, Forrester

Spotlight Sessions

Check out our Sponsor Spotlights to learn more about the next great solution for your team. All sessions available on-demand.

Wednesday Jun 22

9:30 am – 10:15 am BST

Opening Remarks & Keynote Session

What Customers Value

When customers seem to change rapidly and organisations operate in turbulent times, organisations need to root their efforts even more vigorously in helping customers achieve their goals in life. To do that, they need to reevaluate what their customers value and determine the organisation’s role in their customers’ value network. In this session, Forrester will share its value-for-customer framework and how to build on it to deliver journeys that drive customer value.

Speakers:
Martin Gill, VP, Research Director, Forrester
Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester
Sharyn Leaver, Chief Research Officer, Forrester

10:20 am – 10:50 am BST

Keynote Session

The Journey-Centric Revolution

A business can’t become customer-obsessed without becoming journey-centric. Journeys are customers’ lived realities, they lead to higher revenue, reduced costs, and better CX. Problems with transforming an organisation to become journey-centric vary from one firm to the next. Leading your transformation effectively requires knowing how to scope the transformation just right, break it down into manageable chunks, and adapt organisational structures as needed. Firms need to be able to recognize and avoid the common major pitfalls and evolve your organisational design frequently to match changing circumstances. This transformation will require innovation in structure, culture, people, metrics, processes, and technology.

This keynote will help you:

  • Acquire a handbook of best practices to build a journey-centric firm.
  • Learn from the leaders to overcome journey-centricity pitfalls.
  • Resolve tensions between product and journey and journey science and journey design.

Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester

11:20 am – 11:50 am BST

Breakout Sessions

New Leaders, New Work
Plan Your Sustainability Transformation

Over the coming years, sustainability will become a top priority for CEOs. Their ability to transform their firm is critical to surviving and capitalising on a new wave of business disruption. This session helps leaders understand the key drivers of sustainability transformation; shares best practices to build trust among consumers, employees, suppliers, shareholders, and the community; and shows how to develop sustainability as a new competitive advantage.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
Modernise Your Marketing Capabilities For CX Innovation

B2C marketing leaders must transform their organisations from brand cost centers to business growth drivers. That transformation requires a brand strategy deeply rooted in customer understanding and a focus on differentiated customer experiences versus awareness campaigns and conversion rate optimisation.

In this session, participants will:

  • Discover how to align marketing capabilities with CX initiatives.
  • Learn how to prioritise martech investments for strategic value.
  • Acquire best practices to accelerate marketing-led CX innovation.

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Scaling CX
The State Of CX Teams

CX teams need a blend of the right strategy, skills, and stamina to help their organisations deliver better experiences. In this session, Senior Analyst Judy Weader, will share key priorities and challenges of scaling CX teams.

Speakers:
Judy Weader, Senior Analyst, Forrester

READ MORE +READ LESS -
11:55 am – 12:25 pm BST

Case Study Sessions

Hear real world case studies, showcasing the value of partnering with the right technology provider. All sessions available on-demand.

1:25 pm – 1:55 pm BST

Breakout Sessions

New Leaders, New Work
New Ways Of Working In Europe - And The Management Style Required To Succeed

In a post-pandemic world companies must embrace Anywhere Work – a mindset of how to support employees to get the best out of them. Anywhere Work supports remote work, like homeworking, business travel, client-site based work as well as frontline work. Hence, it requires effective coordination across technology, operations, HR, and management. Join this session to help you shape and develop your talent and workforce strategies for 2022 and beyond.

Speakers:
Dan Bieler, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
Achieve The Promise Of Personalisation With 5G

Companies are increasing investments in personalisation, recognising its importance for customers, but they often do not reach the expected results due to several personalisation-related challenges. In this session, customer insights leaders and marketers will:

  • Explore how they could unlock the potential of personalisation in a 5G scenario.
  • Learn how they can lead personalisation at scale before 5G’s exponential increase.

Speakers:
Chiara De Gasperin, Analyst, Forrester

READ MORE +READ LESS -
Scaling CX
Building Cross-Functional Collaboration For Successful CX

In this session, Forrester’s Michelle Beeson and Philippa Christie, Chief Product Owner at ScottishPower, will discuss how Scottish Power moved to working in ‘feature teams,’ to support cross-functional collaboration and a focus on customer needs. How and why did Scottish Power establish feature teams? How did they get organizational buy in for successful cross-functional collaboration? What lessons have been learned so far? Join us to hear from ScottishPowers’s journey.

Speakers:
Philippa Christie, Chief Product Owner, ScottishPower
Michelle Beeson, Senior Analyst, Forrester

READ MORE +READ LESS -
2:35 pm – 3:05 pm BST

Breakout Sessions

New Leaders, New Work
Advance Inclusive Finance To Drive Sustainable Growth

To remain competitive and drive sustainable growth, financial services firms need to foster digital equity and inclusive finance through innovation. This talk outlines which products and services, policies, and processes financial services firms need to develop to provide individuals and businesses with fair access to affordable financial services that meet their needs and are delivered in a responsible and sustainable way.

Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
Industry Leader Spotlight: Innovating CX

Great CX is top of mind for many. It is imperative that CX, Marketing and Digital leaders have the tools and skills to predict what the future holds in order to drive change. During this session, we will place a spotlight on an industry leader who is paving the way and innovating CX in order to stay out in front of their competition.

Speakers:
Christian Herold, Director Consumer Experience & Engagement, cosnova
Oliwia Berdak, VP, Research Director, Forrester

READ MORE +READ LESS -
Scaling CX
A Journey To Customer Centricity

In this session, Forrester’s Richard Sheahan and Marcello Ciozzani, Global Customer Experience Senior Manager at Chiesi Farmaceutici will discuss how the organization developed its current CX program. How did Cheisi get ‘buy in’ from across the organization? How has it managed to scale the program? Join us to hear about Chiesi’s journey towards customer-centricity.

Speakers:
Marcello Ciozzani, Global Customer Experience Senior Manager, Chiesi Farmaceutici
Richard Sheahan, Principal Consultant, Forrester

READ MORE +READ LESS -
3:15 pm – 3:45 pm BST

Virtual Drop-In Discussions

Analyst-led, low-pressure group format that enables conversations, networking and engagement on popular CX topics.

Select from one of the following sessions:

Attend one session:

Drop-In Discussion: Digital Commerce

Facilitated by Fiona Swerdlow, VP, Research Director

Where Retail Is Heading Next

During this session, you will learn from your peers how they are approaching rapidly evolving customer expectations and technologies in an ever-changing environment. Below are the topics we’ll explore during our conversation.

  • The outlook for retail in the next 2 to 3 years – and how that’s shaping business strategies and priorities
  • How retailers and brands are adapting teams, technology, marketing, and more to develop their business agility
  • Organizational strategies and tactics to become “future fit” (creative, adaptive, resilient)
Drop-In Discussion: Culture & EX

Facilitated by James McQuivey, VP, Research Director, Forrester

The Future of Work: Culture and EX

The pandemic taught companies a lot of about what they do well and where they are still challenged in building culture — including hybrid-work culture — and measuring and improving employee experience (EX). Given that CX can’t happen without EX, this virtual networking session will allow participants to get input from Forrester’s Future of Work team as well as ask each other for advice on how to strengthen culture in an era where talent retention matters so much.

Drop-In Discussion: Finance & CX

Facilitated by Vijay Raghavan, Senior Analyst, Forrester

Where Financial Services is Heading Next

During this session, you will learn from your peers how they are approaching rapidly evolving customer expectations and digital technologies in an ever-changing environment. Below are the topics we’ll explore during our conversation.

• The outlook and consumer priorities in FS the next 2 to 3 years – and how that’s shaping business strategies and priorities
• How financial services executives are adapting teams, technology, CX and more to develop customer-centric solutions
• Organizational strategies and tactics to better integrate the broader financial ecosystem

4:10 pm – 4:40 pm BST

Keynote Session

It’s Time To Shape How People Trust You

Despite being the most crucial element in every relation with customers and employees, trust is too often left it to its fate. It’s time to take control and finally dive deeper in understanding, shaping, and guiding how customers trust brands and employees trust their employers. This session will help customer experience (CX) leaders understand the trust imperative, the levers of trust, and what to do about them. Establishing and preserving trust will move markets, build unbreakable bonds with customers, while delivering superior experiences, and attract and retain the best, most dedicated talent. CX leaders are uniquely positioned to contribute and maximise the firm’s chance of success and exponentially amplify the value they bring to their firm during the trust imperative.

Speakers:
Enza Iannopollo, Principal Analyst, Forrester

Thursday Jun 23

9:30 am – 10:00 am BST

Keynote Session

Unchained Melody – Driving Harmony With Decentralised Business Models

Digitizing your business was an existential imperative during the pandemic, however future leaders are not stopping with customer engagement and are pressing on to digitise their business models. Hot-swapping internal capabilities with best of Breed as-a-Service solutions is the new way to differentiate, but risks a disjointed experience for both customers and your work-anywhere employees. Like any good orchestra, the CX leader must build harmony from these individual instruments.

This keynote will help you:

  • Understand collaborative business models and how they fit in your strategy.
  • Use connected platforms to build resilience into your business.
  • Orchestrate harmonious customer journeys for your customers.

Speakers:
Jacob Morgan, Principal Analyst, Forrester

10:00 am – 10:30 am BST

Keynote Panel Session

How Partners Help You Build Trust With Your Customers

To create value for customers, companies must tune in to customer needs. But this is tricky to do with limited access to customers in all their different contexts. In this panel discussion, Forrester will talk to marketing technology companies about how they can help you access the data you need to build trust at all stages of your customers’ journeys.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester
Dennis Self, CEO, Acoustic
Anthony Gaskell, Managing Director - EMEA, Reputation

12:05 pm – 12:35 pm BST

Breakout Sessions

New Leaders, New Work
The Effective CMO

Seventy percent of companies watched marketing increase in importance during the pandemic. And for good reason. Marketing innovated new products, delivery methods, revenue models, and demand when foot traffic and supply chains halted. What can a CMO do to ensure that this new appreciation for marketing stays for good? This session focuses on the skills and competencies an aspiring CMO needs.

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
Metaverse, Web3, NFTs: What's Real, What's Hype, And What You Should Do About It

Do we need a metaverse strategy? What should we do about NFTs? How does Web3 fit into all this? What’s the risk of being left behind if we decide to adopt a wait-and-see strategy? Well-known brands issuing NFTs, Facebook’s rebranding as Meta and accompanying metaverse strategy, Satya Nadella linking metaverse developments with Microsoft’s $75bn deal to acquire Activision Blizzard – it’s hardly surprising that enterprises and tech vendors alike have been asking questions like these with increasing frequency.

In her presentation, Forrester VP & Principal Analyst Martha Bennett will:

  • Demystify the terms from both a technical and a business perspective.
  • Provide insight into what’s real today.
  • Outline what may become real in the future.
  • Share insight into what’s likely to remain wishful thinking.
  • Provide attendees with practical advice on assessing what it all means for them.

Speakers:
Martha Bennett, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Scaling CX
Successful CXOs Focus On Outcomes

The road to CX transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organisational outcomes — and align their work directly with those outcomes — are far more likely to successfully reach their destination.

Participants in this session will learn:

  • What successful CXOs do differently.
  • How to move from support person to salesperson.
  • How to move from stakeholder outcomes to shareholder outcomes.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester

READ MORE +READ LESS -
2:15 pm – 2:45 pm BST

Breakout Sessions

New Leaders, New Work
ESG’s Impact On Your Communications

No matter if your business’s sustainability ambitions are high or low, the way you talk to the market is changing, and quickly. New reporting laws, greenwashing risks, and stakeholders all force communicators to change how they operate, taking both a broader and more forensic approach to messages. This session will equip you with the principles to master this environment.

Speakers:
Ryan Skinner, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of
The Future Of Mobile Banking

Mobile apps have become the touchpoint of choice for millions of Europeans. Leading banks are leveraging emerging mobile capabilities and design best practices to satisfy heightened customer expectations and outflank mobile-first fintechs. This session will showcase functionality and UX best practices that other firms can learn from

Speakers:
Oliwia Berdak, VP, Research Director, Forrester
Kerstin Wehmeyer, Researcher, Forrester

READ MORE +READ LESS -
Scaling CX
Designing Better Feedback Experiences

Customer experience (CX) leaders need to better design feedback experiences to avoid missed opportunities, harvest the value customers send them and follow up in a way that will positively engage with customers, not dismiss them. In this session, Senior Analyst Karine Cardona-Smits will share how customer experience professionals can improve CX by closing the feedback loop and valuing what is already available to them.

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

READ MORE +READ LESS -
2:45 pm – 3:15 pm BST

Virtual Drop-In Discussions

Analyst-led, low-pressure group format that enables conversations, networking and engagement on popular CX topics.

Select from one of the following sessions:

Attend one session:

Drop-In Discussion: Digital Commerce

Facilitated by Fiona Swerdlow, VP, Research Director

Where Retail Is Heading Next

During this session, you will learn from your peers how they are approaching rapidly evolving customer expectations and technologies in an ever-changing environment. Below are the topics we’ll explore during our conversation.

  • The outlook for retail in the next 2 to 3 years – and how that’s shaping business strategies and priorities
  • How retailers and brands are adapting teams, technology, marketing, and more to develop their business agility
  • Organizational strategies and tactics to become “future fit” (creative, adaptive, resilient)
Drop-In Discussion: Culture & EX

Facilitated by David Brodeur-Johnson, Principal Analyst, Forrester

The Future of Work: Culture and EX

The pandemic taught companies a lot of about what they do well and where they are still challenged in building culture — including hybrid-work culture — and measuring and improving employee experience (EX). Given that CX can’t happen without EX, this virtual networking session will allow participants to get input from Forrester’s Future of Work team as well as ask each other for advice on how to strengthen culture in an era where talent retention matters so much.

Drop-In Discussion: Finance & CX

Facilitated by Vijay Raghavan, Senior Analyst, Forrester

Where Financial Services is Heading Next

During this session, you will learn from your peers how they are approaching rapidly evolving customer expectations and digital technologies in an ever-changing environment. Below are the topics we’ll explore during our conversation.

• The outlook and consumer priorities in FS the next 2 to 3 years – and how that’s shaping business strategies and priorities
• How financial services executives are adapting teams, technology, CX and more to develop customer-centric solutions
• Organizational strategies and tactics to better integrate the broader financial ecosystem

3:20 pm – 3:50 pm BST

Breakout Sessions

New Leaders, New Work
New Worlds Need New Leaders

Tomorrow’s world won’t be anything like today’s. Considering sectoral convergence, climate change and regulation, tech, energy and geopolitical disruptions, tomorrow’s leaders are expected to navigate tomorrow’s uncertainties with unchanged expectations of returns to shareholders. How can tomorrow’s leaders achieve organisational success with means at their disposal today? This talk explores today’s resilience strategies for tomorrow’s uncertainties.

Speakers:
Ash Mukherjee, Solution Partner, Forrester

READ MORE +READ LESS -
The Future Of
Connected Products Power B2B CX In Asset-Intensive Industries

With a connected product, manufacturers gain new ways to understand and engage with their B2B customers. Real-time data offers fresh insights into how a product is being used and creates new opportunities for monetisation. But it’s not enough to simply add an internet of things (IoT) sensor to an existing product and wait for the insights – and the cash – to roll in. In this session, we’ll discuss how products, organisations, and customer relationships must all evolve to deliver sustained value to both customer and manufacturer.

Speakers:
Paul Miller, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Scaling CX
Shared Customer Experience: When CX Relies On Partners

Organisations are not always fully in control of every stage of their customer’s journey [experience]. Across industries, businesses rely on partners to support “their” customer experience. From delivery partners supporting retail fulfilment to consumer brands or insurance firms relying on partners to sale their product: the customers’ end to end journey is often supported by larger ecosystem. During this session Forrester will explore how organisation successfully manage shared customer experience.

Speakers:
Michelle Beeson, Analyst, Forrester

READ MORE +READ LESS -
3:55 pm – 4:30 pm BST

Keynote Session & Closing Remarks

Beyond The Magic Metric: Scale A System That Measures Customer And Business Value

Customer-centric companies deliver value to the business – not by extracting that value from customers through unscrupulous business practices. Instead they help customers create value and those customers’ loyalty will create value for the business in return. To understand, if it is on the right path, an organisation shouldn’t look for a “magic” metric. Instead, they need a scaled system of complementary metrics that system lets firms balance the value for customers with the value for the business and helps firms optimise for long-term success. In this session, Forrester will introduce this system, share why CX pros are key in building it and what CX pros should do to drive its adoption.

Speakers:
Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester
Martin Gill, VP, Research Director, Forrester

*Times subject to change.