May 10 – 11, 2023  |  London & Digital

The Customer-Obsessed Enterprise Award recognises companies that drive business success by putting customers at the center of their leadership, strategy, and operations.

Customer-Obsessed Enterprise Award

Forrester’s Customer-Obsessed Enterprise Award celebrates an organisation that exemplifies customer obsession by putting the customer at the centre of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. Customer-obsessed businesses grow revenue, profitability, customer retention, and employee engagement at more than twice the rate of other companies.

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 two-day programme. 

This programme 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.

Detailed Agenda

Wednesday, 10 May

12:50 pm – 1:55 pm | Exclusive Lunch: Analyst-Led Topic Tables

Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for marketing, CX, and digital leaders. Topics like Leadership, Employee Engagement, Measurement, and more. 

3:35 pm – 4:20 pm | Q&A: Spark, Nurture, And Fire Up Empathy To Drive Innovation

Joana de Quintanilha, VP, Principal Analyst, Forrester
Laura Koetzle, VP, Group Director, Forrester


Thursday, 11 May 

10:45 am – 11:30 am | Fireside Chat: 2023 Customer-Obsessed Enterprise Winner

This session will allow participants to engage in a Q&A session with Forrester Vice President, Maxie Schmidt our 2023 Customer-Obsessed Enterprise Winner, Majid Al Futtaim. Come with your questions and your perspective on what it takes to lead a Customer-Obsessed organisation in 2023.

Gregoire Charpe, Director – Customer Experience & Innovation, Majid AI Futtaim
Maxie Schmidt, VP, Principal Analyst, Forrester
Laura Koetzle, VP, Group Director, Forrester

12:35 pm -1:35 pm | Exclusive Networking Lunch

Enjoy this opportunity to further engage with peers met during the ELE program.

ForrWomen Leadership

Join us as we focus on how to help advance women leaders in your organisation break down barriers and overcome challenges. Learn from your peers on advancement strategies for women leaders and participate in a conversation about how to develop meaningful relationships with women leaders in CX, Marketing, and Digital. All are welcome to join!

Stay tuned for the Agenda. Details to follow.

Learn-A-Skill Sessions

New this year, we’ll have 75-minute small group sessions focused on teaching core skills for CX, Marketing, and Digital Leaders. Topics will include customer journey mapping, digital competency, and culture change. Sessions will be limited to 15 attendees and pre-registration will be required. Please see agenda for sessions times.

Forrester Certification

Grounded in research-based best practices, Forrester’s Certification courses provide hands-on exercises and practical tools, building the capabilities of individuals and teams. Join an interactive session to learn about the six priorities for CX success and assess your current state, sampling content from Forrester’s Mastering CX Certification course. Learn more about Forrester’s CX Certification programs here.


Mastering CX: 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. In this interactive session, you’ll learn about the six priorities for CX success and assess your current state. This session provides a live sample of Forrester’s Mastering CX Certification course.
Judy Weader, Senior Analyst, Forrester

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.

Team Program

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

  • Preferred Access Seating in Keynote Room​: premier seating reserved for VIP attendees.
  • Access to Team Lounge​: an exclusive space for Team attendees to use for huddles or down-time during the event. The lounge will be equipped with refreshments, comfortable seating, charging stations and more.
  • Preferred Access Badge​: unique name badge identifier to signify premier-level status.

CX EMEA · May 10 – 11, 2023 · London & Digital

Intercontinental London – The 02
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