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
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
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
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
Breakout Sessions
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
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
Breakout Sessions
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
Breakout Sessions
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
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
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
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
Reception
Thursday Jun 23
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
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
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
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
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
Breakout Sessions
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
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
Breakout Sessions
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
Marketplace Break
Spend time in our marketplace to learn more about the right technology to help you stay out in front of your competition.
Breakout Sessions
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
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
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
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
Breakout Sessions
Case Study Sessions
Hear real world case studies, showcasing the value of partnering with the right technology provider. All sessions available on-demand.
Breakout Sessions
Breakout Sessions
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
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
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
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
Breakout Sessions
Breakout Sessions
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
Breakout Sessions
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.