CX
EMEA

Customer obsession is putting the customer at the centre of your leadership, strategy, and operations. If that sounds all-encompassing, that’s because it is. During this session, we’ll uncover the key habits of leaders who have transformed their organisations, motivating and enabling their teams to deliver customer obsession. You will learn: 

• The five habits of customer-obsessed leadership. 
• Why leading customer obsession means leading change. 
• How to make customer obsession tangible for your organisation. 

Speakers:
Mary Beth Kemp, Senior Consultant, Forrester

Overcoming digital skill gaps should be the main focus area of your talent management activities. It is a prerequisite for successful and sustainable digital evolution of your organisation. In this session, you will learn how to: 

• Define the key digital competencies you’ll need to grow your team. 
• Identify skill gaps using Forrester’s Digital Competency Map. 
• Develop a strategy to fill your digital skill gaps. 

Speakers:
Dan Bieler, Principal Analyst, Forrester

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

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

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 and assess your current state. This session provides a live sample of Forrester’s Mastering CX Certification course.

Speakers:
Judy Weader, Senior Analyst, Forrester

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

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

Customer obsession is putting the customer at the centre of your leadership, strategy, and operations. If that sounds all-encompassing, that’s because it is. During this session, we’ll uncover the key habits of leaders who have transformed their organisations, motivating and enabling their teams to deliver customer obsession. You will learn: 

• The five habits of customer-obsessed leadership. 
• Why leading customer obsession means leading change. 
• How to make customer obsession tangible for your organisation. 

Speakers:
Mary Beth Kemp, Senior Consultant, Forrester

Overcoming digital skill gaps should be the main focus area of your talent management activities. It is a prerequisite for successful and sustainable digital evolution of your organisation. In this session, you will learn how to: 

• Define the key digital competencies you’ll need to grow your team. 
• Identify skill gaps using Forrester’s Digital Competency Map. 
• Develop a strategy to fill your digital skill gaps. 

Speakers:
Dan Bieler, Principal Analyst, Forrester

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

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

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 and assess your current state. This session provides a live sample of Forrester’s Mastering CX Certification course.

Speakers:
Judy Weader, Senior Analyst, Forrester

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

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