June 22 – 23, 2022  |  London & Digital Experience

Forrester Certification

Forrester’s certification on strategic concepts such as customer obsession, economic impact value, and others creates the momentum necessary within your organization to lead change and activate a cultural transformation for success. Join us for a sample from our course, then go on to explore the course experience in the online learning platform. Learn more about Certification here.

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.

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

Diversity, Equity & Inclusion

Diversity, equity and inclusion are part of the fabric of Forrester’s culture. The company was founded more than 35 years ago with the fundamental business principle that challenging, contrasting, and diverse perspectives — comprised of different views, experiences, and backgrounds — fuel quality research and make us stronger and better as an organization.

For that reason, we are excited to offer sessions focused on diversity, equity and inclusion initiatives. Visit the event agenda for sessions featuring DEI. Select sessions listed below, with more to be added soon.

Monday, 20 June

Fireside Chat: How 2020’s Breaking Point Enabled Progressive Inclusion Strategies
2:00-2:30 pm BST

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 & Finding Our Why
  • The 3-phased project & Key Elements of Real EDI strategy
  • 2021 results and our path forward

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

Monday, 20 June

Fireside Chat: Creating Inclusion Change That Sticks – What Do Leaders Need To Know And Do
2:00-2:30 pm BST

Listen to this fireside chat with the Global Head of D&I of the London Stock Exchange Group on the intricacies, implications and recommendations for making a success of D&I. Why does it matter to business – what do successful organisations get right – why it makes a difference for all leaders – and how to avoid a superficial and ineffective approach will be just a few of the questions to be explored in this session.

Key takeaways:

  • How do you fulfill the role?
  • How do you get your D&I journey right?
  • What does good look like in applying D&I?
  • What are the business effects of good D&I?

Ash MukherjeeSolution Partner, Forrester
Audrey Campbell, Global Head of Diversity and Inclusion, London Stock Exchange (LSE)

Wednesday, 22 June

Advance Inclusive Finance To Drive Sustainable Growth
2:35-3:05 pm BST

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.

Aurelie L’Hostis, Senior Analyst, Forrester

Thursday, 23 June

New Worlds Need New Leaders
2:55-3:25 pm BST

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.

Ash Mukherjee, Solution Partner, Forrester

Executive Leadership Exchange

For Qualified Executives Only

The Executive Leadership Exchange (ELE) is an invitation-only programme for qualified CX, Marketing and Digital executives. The programme will expand on the Forrester thought leadership presented at the conference and create a private senior executive network supporting leaders’ priorities. Facilitated networking sessions will be offered that target best practices aligned to executive priorities. The Executive Leadership Exchange is a one day programme.

This program is offered by invitation only. Invitations will be extended closer to the event date. To be approved to attend, applicants must not report into any higher CX, marketing, or digital executive in their organisation. Please contact with any questions.

Exclusive Agenda

Recommended Executive Agenda

Take Forrester’s guidance on which sessions to attend as a CX, marketing or digital leader from the entire conference.

Private Executive Sessions

Attend private sessions featuring exclusive-panels and presentations from Forrester analysts.

Analyst Access

Priority Analyst 1:1 Booking

Receive priority booking for 1:1 networking and guidance meetings with our best-in-class analysts & experts.

Exclusive Analyst Networking Sessions

Identify challenges and solve problems in small group collaborations with Forrester Experts.


Private Executive Roundtable

Facilitated by Forrester team members who specialize in leading C-level networking discussions pointed at meaningful outcomes.

Agenda At A Glance

Wednesday, 22 June

12:25 pm | Exclusive Lunch & Networking

Sit-down meal featuring opportunity for attendees to interact with their peers and Forrester to discuss the goal of this year’s ELE program and how it can help address all of your executive priorities

1:25 pm | Opening Remarks

Thomas Husson, VP, Principal Analyst, Forrester

1:30 pm | Leadership For Customer Obsession

Organisations that want to provide a great customer experience must put customers at the center of their leadership behaviors, strategy, and everyday operations. Forrester calls this approach customer obsession. Leadership is the lynchpin that holds customer obsession together — leaders must exhibit four types of behavior to create strategies and environments that let employees focus on customers.

During this interactive session with Forrester, participants will:

  • Learn about the four types of leadership behaviors that enable customer obsession.
  • Explore best practices for exemplifying these leadership qualities.
  • Discover their own leadership traits by taking Forrester’s 20-question customer obsession leadership self-assessment.
  • Discuss practical next steps to improve their ability to enable customer obsession and, ultimately, better customer experiences.

Richard Sheahan, Principal Consultant, Forrester
Mary Beth Kemp, Senior Consultant, Forrester

2:20 pm | Executive Case Study

During this session, we will feature an executive who is leading transformational change within their organisation.

Guy Flament, Former CEO, Yves Rocher
Thomas Husson, VP, Principal Analyst, Forrester

3:05 pm | Coffee Break

3:35 pm | Executive Roundtable Discussions: How To Drive Customer Obsession

Join fellow delegates of the Executive Leadership Exchange for a rich, facilitated networking session that targets best practices aligned to executive priorities. Identify challenges and solve problems in small group collaborations with Forrester experts who specialize in leading C-level networking discussions pointed at meaningful outcomes.

4:05 pm | Closing Remarks

5:15 – 6:15 pm | ELE Exclusive Reception

Join the private networking reception Monday evening for drinks and canapés with fellow ELE attendees.

Local Language

In addition to offering an agenda packed with thought leadership and guidance on how to help your organisation get out in front, we are happy to be offering networking opportunities facilitated in multiple local languages during the in-person experience.

Local Language Roundtable: German – hosted by Maxie Schmidt

Local Language Roundtable: Italian – hosted by Enza Iannopollo

Local Language Roundtable: French – hosted by Thomas Husson

Bring Your Team

“If you want to go fast, travel alone. If you want to go far, travel together.” CX EMEA provides a broad and deep agenda to maximize learning and networking opportunities for groups of attendees from the same company.

Take another look at the agenda today. Browse some sessions you think would interest your team. See for yourself why it really is smarter to “travel together” when you come to this year’s CX EMEA.

Small Team

Pricing incentive for teams of 5-9 paid attendees from the same enterprise.

  • Discounted Tickets: Receive 5 tickets for the price of 4 in one transaction. No code required, add 5 tickets to your cart and receive 20% off.


Large Team

Pricing and experiential incentive for teams of 10+ paid attendees from the same enterprise.

  • Priority 1-on-1s: Advanced access to book (2) 20-min 1-on-1 meetings before the general public.
  • VIP Seating in Keynote Room: Premier seating reserved for VIP attendees​​
  • VIP Badge: Unique name badge identifier to signify VIP-level status.