CX Summit
EMEA

CX, B2C Marketing, & Digital Business Leaders

June 24 – 26, 2024  |  London & Digital

Agenda

Bold Starts: Monday

Jun 24
  • 3:00 pm – 5:00 pm BST Forrester Women's Leadership Program
  • 3:00 pm – 5:00 pm BST Level-Up Workshops
  • 5:00 pm – 6:00 pm BST Welcome Reception

Tuesday

Jun 25
  • 8:30 am – 9:30 am BST Breakfast
  • 9:30 am – 10:50 am BST Opening Remarks & Keynotes
  • 10:50 am – 11:35 am BST Marketplace & Networking
  • 11:00 am – 12:15 pm BST Skill Building Workshop
  • 11:35 am – 12:40 pm BST Breakout Sessions & Case Study Sessions
  • 12:40 pm – 1:40 pm BST Lunch & Marketplace Break
  • 12:40 pm – 1:40 pm BST ELE Exclusive Lunch
  • 1:40 pm – 3:00 pm BST Breakout Sessions & Case Study Sessions
  • 3:00 pm – 3:45 pm BST Marketplace & Networking
  • 3:05 pm – 4:20 pm BST Skill Building Workshop
  • 3:15 pm – 3:45 pm BST ELE Networking
  • 3:50 pm – 4:20 pm BST Breakout Sessions
  • 4:30 pm – 5:15 pm BST Customer-Obsessed Enterprise Award & Closing Remarks
  • 5:20 pm – 6:20 pm BST Reception

Wednesday

Jun 26
  • 8:30 am – 9:30 am BST Breakfast
  • 9:30 am – 10:45 am BST Keynote Sessions
  • 10:45 am – 11:30 am BST Marketplace Break & Networking
  • 11:30 am – 12:50 pm BST Breakout Sessions & Case Study Sessions
  • 12:50 pm – 1:35 pm BST Lunch & Marketplace
  • 1:35 pm – 2:40 pm BST Breakout Sessions & Case Study Sessions
  • 2:50 pm – 3:25 pm BST Keynote Session & Closing Remarks

Bold Starts: Monday Jun 24

3:00 pm – 5:00 pm BST

Forrester Women's Leadership Program

Communities. Advancement. Change. 

The Forrester Women’s Leadership Program focuses on building community and advancing women in the organization by breaking down barriers and overcoming challenges. Learn advancement strategies and engage in conversations about developing meaningful relationships with women across CX, B2C Marketing, and Digital. All are welcome to join!​

The Forrester Women’s Leadership Program will:​​

  • Build Community​
  • Inspire Change​
  • Drive Advancement ​
  • Foster Allyship and Individual Empowerment​
  • Facilitate Meaningful Connections

Speakers:
Laura Koetzle, VP, Group Director, Forrester

3:00 pm – 5:00 pm BST

GenAI Hackathon: Experiment, Network, And Learn

GenAI is all the rage, but many have still not experimented with its full set of capabilities: multi-modal outputs or use cases such as brainstorming, data generation, or content iteration. In this interactive networking session, we’ll split you into teams and challenge you to collaborate using genAI to:

  • Experiment with the tools, prompts and multi-modal outputs to learn how to better engineer prompts.
  • Explore the strengths and weaknesses of genAI tools for use cases such as data analysis, idea generation, summarization, and multi-modal content generation.
  • Communicate, pitch, present under tight time pressure.
  • Network with your peers and have some fun.

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

3:00 pm – 5:00 pm BST

Level-Up Workshop | Build Your Journey Business Case Now

Proving the value of improving CX is a top challenge for CX pros. We recommend focusing on a specific journey because it will help you build a stronger case for CX. In this session we will share how to develop a journey-based business case and you will:

  • Learn how to establish a more scientific approach for proving the ROI of enhancing a customer journey.
  • Work through the five steps for creating a journey business case – from identifying the improvement to presenting a compelling case.
  • Identify the key steps for getting started with journey business cases at your organization.

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

5:00 pm – 6:00 pm BST

Welcome Reception

Join us for refreshments and light appetizers. All registered attendees are welcome.

Tuesday Jun 25

8:30 am – 9:30 am BST

General Breakfast

9:30 am – 9:40 am BST

Opening Remarks

Speakers:
Martin Gill, VP, Research Director, Forrester

9:40 am – 10:20 am BST

Guest Keynote with Tarv Nijjar, McDonald's

More details coming soon.

Speakers:
Tarv Nijjar, Global Senior Director, Data Analytics and AI, McDonald's

10:20 am – 10:50 am BST

Keynote: Solve The AI Customer's Dilemma: To Be Or Not To Be?

Here’s a no-brainer: No matter what your company does and where it is, AI is the future. Are your customers ready to follow you on this journey? Will regulators let you build the AI-driven future you envision? Are you prepared to mitigate the risks? Most organizations will bet on transparency and accountability to tackle these challenges. But only a few will gain the customer trust they need to solve the dilemma and succeed in an AI-driven future. In this session, you’ll learn:

  • How to manage emerging AI customers’ needs and expectations.
  • What emerging AI rules and requirements mean for you and your organization.
  • Which steps you must take to build trust and succeed in an AI-driven future.

Speakers:
Enza Iannopollo, Principal Analyst, Forrester

10:50 am – 11:35 am BST

Marketplace Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Attend one session:

10:55-11:05am - Celtra: Embracing AI to optimize ad experiences for customers

Get inspired by Celtra’s vision of the AI-powered future of digital advertising and the possibilities it unlocks for marketing teams. Learn how to overcome linear creation workflows and bridge the gap between your media strategy and creative execution to deliver the best customer touchpoints. We will present automated solutions you can start leveraging today to achieve more with less resources, align teams for success and drive performance of your digital advertising campaigns.

Speakers:
Oliver Stewart, VP of Sales, EMEA & APAC, Celtra

11:10-11:20am - Treasure Data: Condé Nast: customer-centric journeys that drive business value

Join us for an insightful discussion about the strategies and technologies driving personalised customer experiences in today’s digital landscape. We will explore the tools to enhance customer satisfaction, streamline processes, and drive business growth. We will conclude with opportunities with AI and the skills needed for the modern marketer.

Speakers:
Diana Comsa, Global Director, Customer Data Products, Condé Nast

11:00 am – 11:30 am BST

Analyst-Led Roundtable

Expertly curated by our analysts, these 30-min roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Registration required.

Martech

How can you avoid the “Frankenstack” to build an integrated martech ecosystem aligned with your customer obsession strategy?

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester

GenAI Generates "Coherent Nonsense”

How can you overcome the barriers to adopting genAI into your CX strategy?

Speakers:
Indranil Bandyopadhyay, Principal Analyst, Forrester

11:00 am – 12:15 pm BST

Skill Building Workshop | AI Unleashed: Creating Magic Without Mistakes And Mayhem

Unlocking the potential of artificial intelligence (AI) in customer experience (CX) requires a strategic approach for selecting the right use cases while effectively mitigating associated risks.

In this workshop, you will:

  • Delve into the intricacies of identifying AI use cases that align with business objectives and customer needs.
  • Learn how to evaluate the feasibility and impact of AI initiatives.
  • Be equiped with practical strategies for mitigating risks associated with AI implementation, including data privacy concerns, algorithmic bias, and customer trust.

By the end of the session, participants will gain insights into leveraging AI as a powerful tool to drive CX while navigating potential challenges with confidence.

Speakers:
Lorenzo Introna, Principal Consultant, Forrester
David Wheable, VP, Principal Consultant, Forrester

11:35 pm – 12:05 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Prove The Business Value Of CX And Your Team

Proving that investing in CX drives business results is the top challenge for CX pros. Many CX leaders struggle to build a case that their audience can and wants to believe in. In this session, you’ll learn how to:

  • Make a meaningful and measurable business case for CX.
  • Focus on customer journeys to strengthen your case for CX.
  • Prove the value of the CX team — beyond the business case for CX.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Top Tactics To Drive Digital Sales

Digital sales are growing rapidly, outpacing traditional methods in accessibility and scalability, and presenting organizations with a significant opportunity to understand and reach customers more easily than ever. However, this surge is also creating a more competitive landscape due to low barriers for new entrants. In this session, you’ll learn how to:

  • Revamp your digital sales process with an actionable roadmap.
  • Implement digital sales tactics across each stage of the customer lifecycle.
  • Identify key capabilities to invest in to drive digital sales.

Speakers:
William Dahlgren, Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Sustainability Now, Not Later: AI Will Supercharge The Green Market Revolution

Leading organizations accelerate their path toward sustainability and profitability by leveraging AI on top of environmental, financial, and operational data. What do leaders do differently that helps their organizations thrive in times of multiple transformations? In this session, you’ll learn how to:

  • Apply AI and genAI to scale environmental sustainability use cases.
  • Leverage AI to engage multiple stakeholders in your sustainability story.
  • Adapt to the green market revolution in turbulent times.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
12:10 pm – 12:40 pm BST

Case Study Sessions (In-Person Only)

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

TheyDo and Scania: steering CX and business strategy with journeys

Scania steers the future of trucking and truck operations with journeys. Critical for all of us because road transport drives economic growth. Managing a fleet of 200 electric trucks? What about driverless trucks? Journeys are the answer for both the here and now and Scania’s future strategy. In this session, Peter Björk will explain the 3 key ingredients for Scania’s customer-obsessed success and how TheyDo has helped in driving and delivering their CX strategy.

Speakers:
Peter Björk, Chief Product Manager, Scania
Jochem van der Veer, CEO, TheyDo

12:50 pm – 1:50 pm BST

Lunch & Marketplace (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

12:40 pm – 1:40 pm BST

Lunch & Learn Session (In-Person Only)

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

12:40 pm – 1:40 pm BST

Executive Leadership Exchange (Invite-Only): Networking Lunch | Analyst-Led Topic Tables

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester
Aurelie L'Hostis, Principal Analyst, Forrester
Diego Lo Giudice, VP, Principal Analyst, Forrester
Thomas Husson, VP, Principal Analyst, Forrester

1:40 pm – 2:25 pm BST

Breakout Sessions + Ask An Expert

Mastering CX: Scale, Adapt, Align
CX Organization & Culture

How do you get over CX fatigue? Join this session for a discussion around the practicalities of building a successful CX organization and culture.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Cristina Barreca, VP of Customer Experience, Roche Diagnostics International

READ MORE + READ LESS -
Deliver On The Digital Promise
How AI Fuels New Green Digital Products

CEPSA is a 100-year-old leading international company committed to sustainable energy and mobility. The company is using digital technology (data, IoT, and AI) as an enabler of this transformation, but also as an engine of growth, with new green digital products helping its B2B customers make the energy transition. In this session, attendees will learn:

  • How CEPSA is empowering employees to create value for customers with solutions that drive their energy transition and decarbonization.
  • How CEPSA’s new green digital products based on data and AI are driving additional revenue.
  • How the company’s operations (org structure, talent, governance) are supporting this process.

Speakers:
Oliwia Berdak, VP, Research Director, Forrester
David Villaseca Morales, Chief Digital Office, CEPSA

READ MORE + READ LESS -
Anticipate Market Disruption
Ignore The Hype And Focus On How You Can Get The Most Out Of (Gen)AI

You’ve seen the headlines, you’ve read a bunch of whitepapers, and you know all about the early adopter case studies detailing how (gen)AI transformed their customer experience. But do you really know what you need to do to make it happen in your organization? In this session, you’ll learn how to:

  • Ask the right questions when discussing (gen)AI solutions with suppliers.
  • Avoid the most common pitfalls.
  • Anticipate the key actions you can take to maximize your chance of success.

Speakers:
Martha Bennett, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
2:30 pm – 3:00 pm BST

Case Study Sessions (In-Person Only)

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

Attend one session:

CSG: Navigating the New CX Landscape: Experience-led Growth

Join us for a discussion on the transformative currents shaping CX strategies. CSG and Standard Life will dissect five pivotal shifts in traditional CX wisdom and provide actionable insights to navigate this evolving paradigm. Move beyond buzzwords with tangible strategies to thrive in the new CX era. Discover from Standard life how they transformed their culture, to embrace forward-thinking and journey-driven improvements, realising business value in months, not years, by starting from a single journey and expanding from there, to create a connected enterprise. Learn how to adapt swiftly to emerging trends and bring tangible value to your business while breaking down silos to begin improving CX.

Speakers:
Mathieu Acin, VP Customer Experience, CSG

3:00 pm – 3:45 pm BST

Marketplace Coffee Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

3:05 pm – 4:20 pm BST

Skill Building Workshop | A Strategic Approach To Prioritizing Digital Initiatives

As both spending and the impact of digital initiatives continue to rise, organizations find themselves lacking a strategic method to quantify their efforts. We recommend a structured digital prioritization model to determine the value of an initiative, which is configurable if priorities change. In this session, we will:

  • Introduce Forrester’s Digital Prioritization Model and discuss how to fine-tune your digital prioritization approach.
  • Work through the seven factors we recommend to prioritize your initiatives, both qualitatively and quantitatively.
  • Share best practices on how to prioritize your digital initiatives.

Speakers:
William Dahlgren, Analyst, Forrester
Kerstin Wehmeyer, Researcher, Forrester

3:15 pm – 3:45 pm BST

Executive Leadership Exchange (Invite-Only): Afternoon Networking Break | Guest Speaker

To be announced.

3:15 pm – 3:45 pm BST

Analyst-Led Roundtable

Expertly curated by our analysts, these 30-min roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Registration required.

GenAI Will Change Your Team

Details coming soon.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

(Gen)AI and CX

How can you ensure that the technology really improves the customer or employee experience rather than making it worse?

Speakers:
Martha Bennett, VP, Principal Analyst, Forrester

3:50 pm – 4:20 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Customer Journey’s 2.0: Customer journey management and transformation

Discover the transformative journey of customer journey management at Nissan, from its initial implementation to its evolution under the Scaled Agile Framework (SAFe). This session delves into past challenges, lessons learned, and the pivotal shift towards making customer journeys the core of value delivery within the organization.

  • Learn from the initial pitfalls and successes of Nissan’s first version of customer journey management and how these experiences have shaped current practices.
  • Explore how the adoption of SAFe has revolutionized the approach to customer journey management, placing it at the heart of strategic and operational frameworks.
  • Gain insights on integrating customer journey management into organizational processes to enhance agility, customer satisfaction, and overall business outcomes.

Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Jivesh Juneja, Customer Journey Director, Nissan

READ MORE + READ LESS -
Deliver On The Digital Promise
Establish A Change-Confident Culture For Sustained Value Creation

Change is a skill — not a project. High-performing organizations embrace change and use it as a competitive advantage. Leaders must adjust their approach toward change management to predict and address change resistance and change fatigue. In this session, you’ll learn how to:

• Address change resistance with honesty, empathy, and agency.

• Avoid change fatigue with balanced value alignment.

• Drive a change-confident culture with rigorous change measurement.

Speakers:
Manuel Geitz, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
B2B Buyer Behavior Shifts And What To Do About It

Younger generations have eclipsed older generations in B2B Buying, creating a distinct set of challenges. Join this session to understand where Forrester sees the impact of these shifts and where we predict the trends are heading. Our guidance will help you navigate these tricky waters to be more relevant and engaging to your buyers and customers, ultimately to drive growth for your organization. In this session. You will learn:

  • Key trends, data, and insights about today’s buyers.
  • What these change mean for Sales & Marketing.
  • Opportunities to align across the growth engine.

Speakers:
Nicky Briggs, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
B2B Meetup
Elevate The Experiences Of Your Customers And Partners

Facilitate peer discussions for folks in same industry. Takes place in the parallel with breakouts

Speakers:
Nicky Briggs, VP, Principal Analyst, Forrester
Maxie Schmidt, VP, Principal Analyst, Forrester
Richard Sheahan, VP, Principal Consultant, Forrester

READ MORE + READ LESS -
4:30 pm – 5:15 pm BST

Keynote: Forrester 2024 Customer-Obsessed Enterprise Award Winner

Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2024 EMEA award winner.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Anton De Wet, Chief Client Officer, Nedbank Retail and Business Banking
Derek Tedder, Executive: CX Strategy and Journey Management, Nedbank Retail and Business Banking

5:15 pm – 5:20 pm BST

Closing Remarks

5:20 pm – 6:20 pm BST

Reception

Wednesday Jun 26

8:30 am – 9:30 am BST

General Breakfast

9:30 am – 9:35 am BST

Welcome Back

Speakers:
Martin Gill, VP, Research Director, Forrester

9:35 am – 10:05 am BST

Harness Mental Models To Create Strategic Alignment

The best strategies fail if they fail to address one of the most important drivers of behavioral change – mental models. Mental models are everywhere. There are mental models in operation all throughout your organization. They determine what we believe will occur, create expectations, predictions, and decisions – for customers and for employees. Harness mental models and you create strategic alignment to drive customer obsession. It’s the combination of mental, business, and operating models that allows real transformation to occur. In this session, you’ll learn how to:

  • Understand your customers’ mental models – the purpose a person has for doing something and the emotional significance it holds.
  • Apply mental models to your business model to focus on value creation for key journeys.
  • Align your organization by bringing employee mental models into consciousness and turning multiple lenses into shared customer-centric goals.

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

10:10 am – 10:40 am BST

Guest Keynote | Meet A(H)I: Artificial & Human Intelligent CX

We explore the perils and potential of AI, including the need for the human touch, in CX innovation and evolution, and chart the ways in which a sensitive and smart combination of machine and human learning will accelerate a new era of customer experience. This head in the clouds but also hands on session explores tool selection, legislation and examples for us to consider how best to build best in class experiences with an intelligent backbone that remain human at heart.

Speakers:
Tina Lilje, Head of Philips Customer Experience, Philips International

10:45 am – 11:30 am BST

Marketplace Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

10:50 am – 11:20 am BST

Analyst-Led Roundtable

Expertly curated by our analysts, these 30-min roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Registration required.

Registers Are Derailing Your Transformation

Details coming soon. 

Speakers:
Manuel Geitz, Principal Analyst, Forrester

Proving CX Business Value

You Can’t Prove A CX Business Case 100%. Nobody can. What now?

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester

11:00 am – 12:15 pm BST

Skill Building Workshop | Love The Problem Not The Solution: How To Use Mental Models To Solve Your Customers’ Problems

Understanding people and what they’re trying to achieve is a key part of a solid design process. Mental models and thinking styles broaden our perspective by looking at the bigger question to inform the smaller, more tactical questions and design challenges. In this session, you’ll learn how to:

  • Use mental models to understand how people reason, feel, and the kind of attitudes and beliefs they bring to the table.
  • How to spend more time in the “problem space” to better understand what customers are trying to achieve — i.e., the intents and motivations behind their actions.
  • How to create shared mental models to drive creativity and problem-solving.
  • When to reinforce, repurpose, and reinvent mental models to align to your customers’ world.

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

11:00 am – 11:30 am BST

Executive Leadership Exchange (Invite-Only): Morning Networking Break | Q&A with Customer Obsessed Leadership Award Winners

Speakers:
Laura Koetzle, VP, Group Director, Forrester

11:30 am – 12:15 pm BST

Breakout Sessions + Ask An Expert

Mastering CX: Scale, Adapt, Align
E.ON's Customer Journey Excellence Amid Transformation

Discover how E.ON leads the energy transition with customer-centric strategies, ensuring seamless experiences across Europe amidst organizational change. Learn from E.ON’s best practices in Customer Journey, personalized solutions, and resilient adaptation strategies for navigating dynamic landscapes.

  • Seamlessly transition to new energy sources.
  • Personalized solutions tailored to individual needs.
  • Stay resilient amidst constant organizational change.

Speakers:
Richard Sheahan, VP, Principal Consultant, Forrester
Keith Fletcher, Head of Customer Journeys, E.ON

READ MORE + READ LESS -
Deliver On The Digital Promise
Align CX, Digital, And Tech With Metrics That Matter

All organizations have KPIs (or increasingly, OKRs!), but many metrics hinder rather than help and can also be unclear, inflexible, and encourage competition rather than collaboration. Through this panel discussion, you’ll learn how to:

  • Understand how CX, digital, and tech teams measure success.
  • Adopt the principles of effective measurement.
  • Embed metrics to foster internal alignment.

Speakers:
Oliwia Berdak, VP, Research Director, Forrester
Maxie Schmidt, VP, Principal Analyst, Forrester
Diego Lo Giudice, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Optimize Your Tech Ecosystem With AI

GenAI builds on predictive AI to scale efficiency across the CX and marketing technology ecosystem. But don’t succumb to AI overhype! Focus on use cases aligned with customer outcomes, and establish data, tech, and resource prerequisites before experimenting with new AI capabilities. In this session, you’ll learn how to:

  • Assess how AI will impact CX and martech.
  • Identify use cases that will benefit from AI.
  • Maximize tech and business investments for AI.

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
12:20 pm – 12:50 pm BST

Case Study Sessions (In-Person Only)

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

12:20 pm – 12:50 pm BST

Financial Services Meetup: Identify And Build New Digital Experiences

Facilitate peer discussions for folks in same industry. Takes place in the parallel with breakouts

What’s next for mobile experiences in banking, wealth management, and insurance? Beyond mobile, what forces are reshaping customers’ experiences? Join your fellow financial services peers to discuss what the future holds and how strategic exploration can give you a competitive advantage.

Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester

12:50 pm – 1:35 pm BST

Lunch & Marketplace (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

12:50 pm – 1:35 pm BST

Executive Leadership Exchange (Invite-Only): Networking Lunch | Key Takeaways Wrap-Up

Speakers:
Laura Koetzle, VP, Group Director, Forrester

1:50 pm – 2:20 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Segmentation And Personalization Strategies for Enhanced Digital CX

One of the biggest challenges for marketers and CX pro is personalize the digital experience, however they often fail to succeed because have trouble deciding how and when to use segments, personas, and personalization.

In this session:

  • What segments, personas, and personalization mean.
  • When to apply them in the digital experience design process leveraging the Forrester Decision Tool to help with this.
  • How GenAI is impacting them.

Speakers:
Chiara De Gasperin, Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Transform Digital Experiences With AI

Great digital experiences are frictionless, personalized, and engaging. They are designed to both meet and anticipate users’ needs. But increasingly, DX minus AI is like a fish without water. AI has become a critical tool to deliver such experiences. In this session, you’ll learn how to:

  • Use AI to enable invisible and immersive experiences.
  • Turbocharge your digital experience with genAI.
  • Keep “data” at the core of your AI journey.

Speakers:
Indranil Bandyopadhyay, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Use The CSRD As A Springboard, Not A Straitjacket!

Organizations must use the momentum that the Corporate Sustainability Reporting Directive (CSRD) creates to overhaul their operations and accelerate their sustainability program. Leaders will treat the CSRD as a baseline —not a goal — and use this mandate to identify business opportunities, align their strategy to corporate sustainability, and achieve sustainable business growth. In this session, you’ll learn how to:

  • Unlock the strategic potential of a sustainability materiality assessment and reporting.
  • Investigate how to win stakeholder trust, capture more value, and gain competitive advantage.
  • Interact with an executive leader to learn lessons from a real case study.

Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester

READ MORE + READ LESS -
2:25 pm – 2:55 pm BST

Case Study Sessions (In-Person Only)

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.

More information to come.

3:05 pm – 3:35 pm BST

Keynote: Key Steps To A Successful Talent Strategy In The Age Of AI

The increasing role of generative AI for business value generation demands a transformation of your talent strategy. You must redesign your approaches to recruitment and operations to boost human-machine collaboration and employee experience. In this session, you’ll learn more about:

  • The risks and challenges AI will bring to the European workplace.
  • The opportunities AI will offer to shape a more creative European workforce.
  • Why talent strategy must align AI and human capabilities for great CX.
  • The best practices how to align your AI / bot with your hiring, redeploying and outsourcing, and reskilling initiatives.
  • Which European players are doing it well and what you can learn from them.

Speakers:
Dan Bieler, Principal Analyst, Forrester

3:20 pm – 3:25 pm BST

Closing Remarks

Early Access

Jun 20
  • 2:00 pm – 2:30 pm BST Breakout Sessions

Wednesday

Jun 22
  • 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
  • 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
  • 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
  • 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
  • 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
  • 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
  • 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
  • 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
  • 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
  • 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
  • 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm
  • 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
  • 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm

Thursday

Jun 23
  • 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
  • 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
  • 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
  • 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
  • 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
  • 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
  • 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
  • 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
  • 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
  • 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
  • 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
  • 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm
  • 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm

Wednesday Jun 22

9:50 am – 10:20 am BST

Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation

Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn: 

  • How to do the work to connect with the human intentionally, contextually, and persistently. 
  • How to spark empathy within your organization. 
  • How to reach the “right point of empathy.” 
  • How to socialize and activate empathy at scale to drive innovation. 

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

11:00 am – 11:45 am BST

Marketplace Coffee Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.

Attend one session:

11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World

Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.

 

Key Topics: Digital Experience Services, Real-Time Interaction Management

Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications

11:45 am – 12:15 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Earning Customer Loyalty In Financial Services

In times of economic instability, customers give their loyalty to firms that help them navigate challenges. Financial services firms need to understand what shapes loyalty in order to be able to respond meaningfully to evolving needs and expectations. Using our 2022 financial services CX Index results, you will learn: 

  • How customer perceptions of European financial services firms are changing year on year. 
  • The drivers that shape financial services customers’ perception of CX quality. 
  • The actions you can take to drive loyalty. 

Speakers:
Edoardo Zavarella, Sr Consultant, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Join The Green Market Revolution

Environmental sustainability is neither just a risk nor just a business opportunity but a revolution that will force CMOs to rethink their marketing. In this session, you will learn how to:

  • Differentiate your approach to sustainability by embracing the green market revolution.
  • Understand consumers’ behaviours and attitudes toward environmental sustainability.
  • Learn from sustainable leaders on how to best engage your green customers.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Efficiency Or Cheating? ChatGPT Users Seek The Upper Hand

Generative AI challenges the notion of authenticity. If you use it, are you working smartly, or are you cheating? Where’s the line? Join us as we explore all of the implications that Marketers should consider when putting ChatGPT into practice. 

Speakers:
Laura Koetzle, VP, Group Director, Forrester
Mike Proulx, VP, Research Director, Forrester
Enza Iannopollo, Principal Analyst, Forrester

READ MORE + READ LESS -
12:20 pm – 12:50 pm BST

Case Study Sessions (In-Person Only)

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

Attend one session:

IBM: CX-Driven Transformation to Fuel Growth and Loyalty

To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.

Key Topics: Data Management Services, Digital Experience Services

Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary

InMoment: How Aegon unlocks the power of customer centricity

Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions.  A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times.  Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities.  Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.

Key Topics: Consumer Intelligence, Customer Feedback Management

Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment

Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk

Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.

Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management

Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk

12:50 pm – 1:55 pm BST

Lunch & Marketplace

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

 

12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization

Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester

1:55 pm – 2:25 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Why Great Cultures Change

If you love your culture, change it! Why? Because great cultures are primed to take on new and better characteristics, like customer obsession. In fact, through data analysis, we determined the exact cultural traits that matter for an organisation to take on change. In this session, we will examine customer-centric cultures to help you learn how to:

  • Describe your current and future-state culture.
  • Understand how lasting culture change happens.
  • Define an approach for continuous culture change.

Speakers:
Angelina Gennis, Senior Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Ready Player Brand: Marketing In The Metaverse

The metaverse hype of 2022 meets a sobering reality in 2023. Forrester predicts that metaverse and NFT stunts will take a back seat this year to fighting fires ignited by a volatile economy. Brand experimentation in the “metaverse” will pivot from superficial headline-grabbers towards efforts that deliver tangible consumer value. This means that creativity and innovation are especially important as CMOs consider their 2023 metaverse strategies. During this session, you will learn: 

  • The latest data on consumer and marketer metaverse readiness. 
  • Four factors to consider when planning your metaverse activation. 
  • The best and worst metaverse examples from brands so far in 2023. 

Speakers:
Mike Proulx, VP, Research Director, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Optimise Your Digital Experience Portfolio With A Moments Map

Consumers are more connected than ever, but brands lack a nuanced understanding of how their customers use digital experiences. As a result, they struggle to prioritise designing, building, and maintaining digital experiences in an increasingly complex environment of connected devices, platforms, and channels. This session will help you take a quantified approach to your digital experience portfolio as you learn how to: 

  • Leverage Forrester’s 3D connected consumer model to identify where your customers connect. 
  • Map consumers’ awareness of, adoption of, usage of, comfort with, and preference for different interaction modes. 
  • Orchestrate a portfolio of digital channels.

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

READ MORE + READ LESS -
B2B Meetup
Mastering CX: Using a CX Vision to Drive Transformation

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 why your CX Vision is a crucial element to connecting your company and improving CX. this session provides a live sample of Forrester’s Mastering CX Certification course.

Speakers:
Judy Weader, Principal Analyst, Forrester
, ,

READ MORE + READ LESS -
2:30 pm – 3:00 pm BST

Case Study Sessions (In-Person Only)

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

Forsta: CX insights in a class of their own

Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.

 

Key Topics: Customer Feedback Management, Digital Experience Services

Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita

Medallia: Zurich Insurance: Driving CX Ambition into Action

In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.

Key Topics: Customer Feedback Management, Journey Mapping Services

Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich

RingCentral: Rethink Your Critical Business Communications

In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.

 

Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services

Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral

3:05 pm – 3:35 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Establish CX As A Pillar Of Business Success

Traditional business goals haven’t explicitly considered the customer experience, so CX leaders looking to establish, fund, and scale their programme must lead the charge in forging and showing the connection between CX success and better business outcomes. In this session you will learn: 

  • Three top connection points that show CX’s value to the organisation.  
  • Three strategies to “sell” CX improvements. 
  • Three ways to show the business benefits of CX. 

Speakers:
Judy Weader, Principal Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Get Ready For The Age Of Cookieless Marketing

Industry dynamics, strict privacy rules, and more protective consumer behaviours are challenging marketing as we know it. From targeting to measurement and attribution, marketers must find new ways to be effective with less data and in the face of growing complexities. In this session, you will learn how to: 

  • Identify and assess the impact of emerging consumer privacy trends on key marketing practices. 
  • Understand the privacy attitudes and behaviours of consumers across Europe through a unique data-driven segmentation. 
  • Explore new approaches and technologies that can help you succeed despite the challenges ahead. 

Speakers:
Enza Iannopollo, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
The Digital Leaders Of Tomorrow

Digital leaders are evolving. Yesterday’s e-commerce and digital channel leaders have grown into today’s digital business leaders, and their focus has changed with it. They wield increasing power and, like Spider-Man, carry the burden of increased responsibility. In this session, you will learn to: 

  • Define key attributes of a successful digital leader. 
  • Navigate the nuances of career paths for digital leaders. 
  • Learn from the career-defining moments of leading digital executives. 

Speakers:
William Dahlgren, Analyst, Forrester
Paola Laruffa, Head of Channels Management and Everyday Banking Journey, Intesa Sanpaolo

READ MORE + READ LESS -
3:35 pm – 4:20 pm BST

Marketplace Coffee Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.

Attend one session:

3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders

Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.

Key Topics: Data Management Services, Digital Experience Services

Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX

3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale

Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.

Key Topics: Digital Experience Services, Journey Mapping Services

Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys

4:30 pm – 5:30 pm BST

Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX

Forresters Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forresters 2023 CX EMEA award winner.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim

5:00 pm – 5:30 pm BST

Guest Keynote

5:05 pm – 5:35 pm BST

Closing Remarks

5:30 pm – 6:30 pm BST

Reception

Join us for an opening night reception full of networking, fun, food and refreshments.

Thursday Jun 23

9:50 am – 10:20 am BST

Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation

Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn: 

  • How to do the work to connect with the human intentionally, contextually, and persistently. 
  • How to spark empathy within your organization. 
  • How to reach the “right point of empathy.” 
  • How to socialize and activate empathy at scale to drive innovation. 

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

11:00 am – 11:45 am BST

Marketplace Coffee Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.

Attend one session:

11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World

Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.

 

Key Topics: Digital Experience Services, Real-Time Interaction Management

Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications

11:45 am – 12:15 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Earning Customer Loyalty In Financial Services

In times of economic instability, customers give their loyalty to firms that help them navigate challenges. Financial services firms need to understand what shapes loyalty in order to be able to respond meaningfully to evolving needs and expectations. Using our 2022 financial services CX Index results, you will learn: 

  • How customer perceptions of European financial services firms are changing year on year. 
  • The drivers that shape financial services customers’ perception of CX quality. 
  • The actions you can take to drive loyalty. 

Speakers:
Edoardo Zavarella, Sr Consultant, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Join The Green Market Revolution

Environmental sustainability is neither just a risk nor just a business opportunity but a revolution that will force CMOs to rethink their marketing. In this session, you will learn how to:

  • Differentiate your approach to sustainability by embracing the green market revolution.
  • Understand consumers’ behaviours and attitudes toward environmental sustainability.
  • Learn from sustainable leaders on how to best engage your green customers.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Efficiency Or Cheating? ChatGPT Users Seek The Upper Hand

Generative AI challenges the notion of authenticity. If you use it, are you working smartly, or are you cheating? Where’s the line? Join us as we explore all of the implications that Marketers should consider when putting ChatGPT into practice. 

Speakers:
Laura Koetzle, VP, Group Director, Forrester
Mike Proulx, VP, Research Director, Forrester
Enza Iannopollo, Principal Analyst, Forrester

READ MORE + READ LESS -
12:20 pm – 12:50 pm BST

Case Study Sessions (In-Person Only)

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

Attend one session:

IBM: CX-Driven Transformation to Fuel Growth and Loyalty

To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.

Key Topics: Data Management Services, Digital Experience Services

Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary

InMoment: How Aegon unlocks the power of customer centricity

Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions.  A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times.  Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities.  Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.

Key Topics: Consumer Intelligence, Customer Feedback Management

Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment

Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk

Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.

Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management

Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk

12:50 pm – 1:55 pm BST

Lunch & Marketplace

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

 

12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization

Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester

1:55 pm – 2:25 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Why Great Cultures Change

If you love your culture, change it! Why? Because great cultures are primed to take on new and better characteristics, like customer obsession. In fact, through data analysis, we determined the exact cultural traits that matter for an organisation to take on change. In this session, we will examine customer-centric cultures to help you learn how to:

  • Describe your current and future-state culture.
  • Understand how lasting culture change happens.
  • Define an approach for continuous culture change.

Speakers:
Angelina Gennis, Senior Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Ready Player Brand: Marketing In The Metaverse

The metaverse hype of 2022 meets a sobering reality in 2023. Forrester predicts that metaverse and NFT stunts will take a back seat this year to fighting fires ignited by a volatile economy. Brand experimentation in the “metaverse” will pivot from superficial headline-grabbers towards efforts that deliver tangible consumer value. This means that creativity and innovation are especially important as CMOs consider their 2023 metaverse strategies. During this session, you will learn: 

  • The latest data on consumer and marketer metaverse readiness. 
  • Four factors to consider when planning your metaverse activation. 
  • The best and worst metaverse examples from brands so far in 2023. 

Speakers:
Mike Proulx, VP, Research Director, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
Optimise Your Digital Experience Portfolio With A Moments Map

Consumers are more connected than ever, but brands lack a nuanced understanding of how their customers use digital experiences. As a result, they struggle to prioritise designing, building, and maintaining digital experiences in an increasingly complex environment of connected devices, platforms, and channels. This session will help you take a quantified approach to your digital experience portfolio as you learn how to: 

  • Leverage Forrester’s 3D connected consumer model to identify where your customers connect. 
  • Map consumers’ awareness of, adoption of, usage of, comfort with, and preference for different interaction modes. 
  • Orchestrate a portfolio of digital channels.

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

READ MORE + READ LESS -
B2B Meetup
Mastering CX: Using a CX Vision to Drive Transformation

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 why your CX Vision is a crucial element to connecting your company and improving CX. this session provides a live sample of Forrester’s Mastering CX Certification course.

Speakers:
Judy Weader, Principal Analyst, Forrester
, ,

READ MORE + READ LESS -
2:30 pm – 3:00 pm BST

Case Study Sessions (In-Person Only)

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

Forsta: CX insights in a class of their own

Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.

 

Key Topics: Customer Feedback Management, Digital Experience Services

Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita

Medallia: Zurich Insurance: Driving CX Ambition into Action

In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.

Key Topics: Customer Feedback Management, Journey Mapping Services

Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich

RingCentral: Rethink Your Critical Business Communications

In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.

 

Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services

Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral

3:05 pm – 3:35 pm BST

Breakout Sessions

Mastering CX: Scale, Adapt, Align
Establish CX As A Pillar Of Business Success

Traditional business goals haven’t explicitly considered the customer experience, so CX leaders looking to establish, fund, and scale their programme must lead the charge in forging and showing the connection between CX success and better business outcomes. In this session you will learn: 

  • Three top connection points that show CX’s value to the organisation.  
  • Three strategies to “sell” CX improvements. 
  • Three ways to show the business benefits of CX. 

Speakers:
Judy Weader, Principal Analyst, Forrester

READ MORE + READ LESS -
Deliver On The Digital Promise
Get Ready For The Age Of Cookieless Marketing

Industry dynamics, strict privacy rules, and more protective consumer behaviours are challenging marketing as we know it. From targeting to measurement and attribution, marketers must find new ways to be effective with less data and in the face of growing complexities. In this session, you will learn how to: 

  • Identify and assess the impact of emerging consumer privacy trends on key marketing practices. 
  • Understand the privacy attitudes and behaviours of consumers across Europe through a unique data-driven segmentation. 
  • Explore new approaches and technologies that can help you succeed despite the challenges ahead. 

Speakers:
Enza Iannopollo, Principal Analyst, Forrester

READ MORE + READ LESS -
Anticipate Market Disruption
The Digital Leaders Of Tomorrow

Digital leaders are evolving. Yesterday’s e-commerce and digital channel leaders have grown into today’s digital business leaders, and their focus has changed with it. They wield increasing power and, like Spider-Man, carry the burden of increased responsibility. In this session, you will learn to: 

  • Define key attributes of a successful digital leader. 
  • Navigate the nuances of career paths for digital leaders. 
  • Learn from the career-defining moments of leading digital executives. 

Speakers:
William Dahlgren, Analyst, Forrester
Paola Laruffa, Head of Channels Management and Everyday Banking Journey, Intesa Sanpaolo

READ MORE + READ LESS -
3:35 pm – 4:20 pm BST

Marketplace Coffee Break & Networking (In-Person Only)

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.

Attend one session:

3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders

Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.

Key Topics: Data Management Services, Digital Experience Services

Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX

3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale

Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.

Key Topics: Digital Experience Services, Journey Mapping Services

Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys

4:30 pm – 5:30 pm BST

Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX

Forresters Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forresters 2023 CX EMEA award winner.

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim

5:05 pm – 5:35 pm BST

Closing Remarks

5:30 pm – 6:30 pm BST

Reception

Join us for an opening night reception full of networking, fun, food and refreshments.

5:00 pm – 5:30 pm BST

Guest Keynote

Analyst Coverage Areas

Forrester analysts with coverage spanning across several disciplines will be onsite at the event.

CX Summit EMEA · June 24 – 26, 2024 · London & Digital

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