May 10 – 11, 2023  |  London & Digital

Content Highlights

CX EMEA 2023 will bring immersive experiences that provide invaluable insights and actionable advice to drive better business results. During the event, we’ll give you guidance on how to grow your vision, improve your strategy, hone your skills and expand your community. We are excited to offer you:

  • 20+ sessions aligned to your strategic priorities
  • Numerous session formats to meet your learning style including analyst presentations, panel discussions, fireside chats, roundtable discussions and more
  • Marketplace opportunities to help you find the right solution provider for your CX, marketing, and digital needs
  • Networking opportunities to help you expand your community, meet with Forrester analysts and connect with peers facing similar challenges

Key Topics

  • Customer analytics
  • Consumer insights
  • Brand marketing
  • Organization structure and practices
  • Emerging technology
  • Employee experience
  • Customer experiences and strategy
  • Measurement
  • Leadership
  • Diversity & inclusion

Keynote Sessions

  • How Empathy Unlocks Innovation
  • How To Design and Develop Responsible Products
  • Beyond Customer Lifetime Value
  • Customer-Obsessed Enterprise Awards
  • Sponsor Panel

Track Themes

Accelerate Your CX Practice 

Customer experience (CX) leaders must create a consistent, high-quality CX that aligns with the firm’s expression of customer obsession. In this track, you will learn how to establish and scale your CX team, build robust CX practices, apply consistent CX and design methodologies, and measure CX results.



Engage Customers To Drive Loyalty 

Companies must optimize and expand their CX capabilities and performance by ensuring all relevant internal functions are actively engaged and aligned to the firm’s CX vision – crucial for delivering consistent, positive experiences across a mix of digital and physical channels. In this track, learn how digital strategy, marketing operations, technology delivery and more can positively impact and strengthen the firm’s ability to deliver seamless, consistent, on-brand experiences throughout the customer lifecycle.

Build Compelling Digital Experiences 

Digital is at the core of your business. It is an engine of growth and innovation. As a digital business professional, you operate at the intersection of technology and the business at large. In this track, you will learn how to build and lead a highperforming digital team, design digital experiences that drive customer loyalty, and harness targeted innovation to fuel growth.

Our Leadership Focus

Who they are: Chief Customer Officer; Chief Experience Officer; Chief Client Officer; EVP, SVP, and VP of Customer Experience; Director of Customer Experience; VP/Director of Customer Intelligence (CI)

Key Priorities:

  • Establish, Fund, And Scale The CX Function
  • Collect And Analyze Data For Customer Insights
  • Embed Customer Insights Into The Business
  • Design Experiences That Drive Loyalty
  • Enable CX With Technology
  • Measure CX Performance And Prove ROI

Who they are: Chief Marketing Officer; Chief Brand Officer; SVP Marketing & Communications; Regional/Divisional Head/(S)VP of Marketing

Key Priorities:

  • Demonstrate The Business Value Of Marketing
  • Earn Brand Devotion
  • Champion The Customer
  • Lead A High-Performing Team
  • Modernize Marketing Capabilities
  • Select And Optimize Partnerships Innovate Go-To-Market Approaches

Who they are: Head/VP/Director of Digital Strategy; Head/VP/Director of Digital Business; Head/VP/Director of Digital Products & Solutions; Head/VP/Director of Digital Channels; Head/VP/Director of Digital; Head/VP/Director of eCommerce; Head/VP/Director of Omnichannel

Key Priorities:

  • Develop The Digital Strategy
  • Grow The Digital Team
  • Collect And Analyze Data For Customer Insights
  • Power Your Business With Platforms And Partners
  • Design And Develop Digital Products And Experiences
  • Measure The Value Of Digital Products And Experiences
  • Harness Emerging Technologies

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

Intercontinental London – The 02
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