CX
North America

June 7 – 9, 2022  |  Nashville & Digital Experience

Agenda

Super Monday

Jun 6
  • 2:00 pm – 2:30 pm CDTIndustry Streams
  • 2:00 pm – 4:00 pm CDTForrester DE&I Workshop
  • 3:45 pm – 5:15 pm CDTCertification Session

Tuesday

Jun 7
  • 9:30 am – 10:50 am CDTWelcome & Opening Keynotes
  • 10:50 am – 11:20 am CDTMarketplace Break & Networking
  • 11:30 am – 12:40 pm CDTBreakout Sessions
  • 12:40 pm – 1:40 pm CDTLunch
  • 1:45 pm – 2:50 pm CDTBreakout Sessions
  • 2:50 pm – 3:50 pm CDTMarketplace Break & Facilitated Networking
  • 4:00 pm – 5:00 pm CDTKeynote Sessions
  • 5:00 pm – 6:00 pm CDTReception

Wednesday

Jun 8
  • 9:30 am – 10:35 am CDTKeynote Sessions
  • 11:10 am – 11:40 am CDTMarketplace Break
  • 11:45 am – 12:50 pm CDTBreakout Sessions
  • 12:50 pm – 1:50 pm CDTLunch
  • 1:55 pm – 3:00 pm CDTBreakout Sessions
  • 3:00 pm – 3:30 pm CDTMarketplace Break & Networking
  • 3:40 pm – 4:10 pm CDTBreakout Sessions
  • 4:15 pm – 4:45 pm CDTKeynote Sessions
  • 4:45 pm – 6:45 pm CDTReception & Entertainment

Thursday

Jun 9
  • 9:30 am – 10:00 am CDTKeynote Session
  • 10:10 am – 11:15 am CDTBreakout Sessions
  • 11:15 am – 12:20 pm CDTMarketplace Break & Facilitated Networking
  • 12:20 pm – 1:30 pm CDTKeynote Sessions & Closing

Super Monday Jun 6

2:00 pm – 3:30 pm CDT

Industry Streams

Interactive sessions focusing on trends and topics that are tailored to specific industries.

These sessions are available in-person only.

Public Sector

Government CX: How To Do The Work That Matters Most

Government organizations that want to improve customer experience (CX) reliably and efficiently need to focus on the key drivers of CX quality. Unfortunately, most departments spread their efforts too thin and have trouble making progress on the most vital initiatives.

During this interactive session, participants will:

  • Explore Forrester’s latest data on the top drivers of CX quality in government, strategies for staying focused on these drivers, and best practices for improving on them.
  • Examine their organizations’ own performance on these top drivers, based on a new assessment that participants will take during the session.
  • Engage with peers to learn ways that other government organizations are overcoming hurdles and succeeding on these drivers.

Speakers:
Rick Parrish, VP, Research Director, Forrester

Financial Services

Financial Service CX: How To Do The Work That Matters Most

Financial services firms that want to improve CX and drive loyalty need to focus on the key drivers of CX quality. Unfortunately, most departments spread their efforts too thin and have trouble making progress on the most vital initiatives.

During this interactive session, participants will:

  • Explore Forrester’s latest data on the top drivers of CX quality in banking and wealth management.
  • Learn the strategies for staying focused on these drivers and best practices for improving on them.
  • Examine their organization’s own performance on these top drivers, based on a new assessment that participants will take during the session.
  • Engage with peers to learn ways that other financial services firms are overcoming hurdles and succeeding on these drivers.

Speakers:
Alyson Clarke, Principal Analyst, Forrester
Vijay Raghavan, Senior Analyst, Forrester

2:00 pm – 4:00 pm CDT

Workshop: CX Design Practices For Creating Diverse, Equitable, And Inclusive Organizations

This workshop is offered in-person only. Attendance will be limited to 30 participants. Scheduling will open a week prior to the event.

Organizations are striving to create diverse, equitable, and inclusive (DEI) experiences for their customers, but to do so, they must first focus on internal practices. Employees are the foundation to strong customer and employee experiences, but traditional DEI approaches such as awareness seminars, online training, and focus groups are missing the mark on creating an inclusive workspace. Forrester seeks to “build a bigger room” by integrating human-centric experience design approaches including the business of belonging and journey mapping to broaden organizational understanding, produce scalable programs, and avoid implicit bias.

Speakers:
Kara Hoisington, Principal Consultant, Forrester
Vanessa Fabrizio, Senior Consultant, Forrester
Jonathan Roberts, Analyst, Forrester

3:45 pm – 5:15 pm CDT

Leading Change: Understanding The Human Experience Of Change

Change is constant, yet organizational change efforts routinely fail. Join this workshop to better understand the human experience of change and how you can lead change at your organization from wherever you sit. You’ll participate in interactive exercises that will apply change leadership concepts to your own initiatives. This workshop provides a live sample of Forrester’s Leading With Customer Obsession Certification course. By participating, you’ll earn credit toward your Leading With Customer Obsession credentials.

This session will be available in-person and digitally.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Katy Tynan, VP, Principal Analyst, Forrester

Tuesday Jun 7

9:30 am – 10:15 am CDT

Opening Remarks & Keynote Session

The New Consumer Has Been Painted On A Pandemic Canvas

The covid-19 pandemic triggered a sea-change in consumer lifestyles, attitudes, and expectations. More than two years of close, data-driven observation are beginning to illuminate the patterns in the chaos that define the contemporary consumer and their context. In this keynote, we reconcile our retrospective analysis with the temperature of current consumer emotions and behaviors, to reveal how consumer needs, values, and consumption have changed, and we’ll illustrate how brands must prepare for what likely comes next.

Speakers:
Sharyn Leaver, Chief Research Officer, Forrester
Anjali Lai, Senior Analyst, Forrester

10:20 am – 10:50 am CDT

Keynote Session

Consumers Or Constituents? Marketing Amidst Our Culture Wars

In the 1980s, Baby Boomers were in their prime. This so-called “Me generation” drove a consumer culture that was fueled by the money-moving and culture shaping advertising that defined a materialistic society. This made Consumerism the core of marketing. Fast forward 40 years, greed is in a clash with good. A politicized culture war now divides and alters the marketing landscape rumbling the ground rules of brand loyalty — turning consumers into constituents. The question is where and when do these values become the currency of commerce? Or do they?

Speakers:
Mike Proulx, VP, Research Director, Forrester

10:50 am – 11:20 am CDT

Marketplace Break & Networking

Spend time in our marketplace to learn more about the right technology to help you stay out in front of your competition or make connections with your peers for interactive, facilitated networking.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Adobe: An Action Plan for Digital Transformation

Undergoing a digital transformation is not easy. It’s important to have the right foundation and path to personalized experiences at scale. This session marries the art of the possible with Adobe Experience Cloud with the actionability of where and how to get started to reach your organization’s growth potential.

Speakers:
Ben Tepfer, Sr. Technical Evangelist, Adobe
Katie Meloche, Senior Strategic Value Advisor, Adobe

CallMiner: Using Everyday Customer Interactions to Realize Measurable ROI 

While CX strategy used to rely solely on survey-based customer feedback, companies can now gather feedback from all customer channels – including insights that would likely never be revealed through surveys. Today, advanced AI can help guide CX strategy and realize measurable ROI for customer-focused initiatives. Learn how CallMiner can identify the most impactful insights that improve satisfaction, retention, and expansion to drive better decision making across the organization and reach new levels of customer centricity.

Speakers:
Brianna Van Tuinen, Product Marketing Manager, CallMiner

The Changing Shape of Omnichannel Video with Mediaocean

The future of TV is often presented as a shift to CTV similar to display advertising, but the reality is that linear will be a large slice of the market for years and more video consumption is migrating to social media. Join Mediaocean for a look at converged video engagement in this multi-faceted market, including new CTV ad formats, dynamic video incorporating live data, and support for social video ads such as TikTok.

Speakers:
Michael Tuminello, VP of Strategy, Mediaocean
Megan Gall, VP, Social Strategy, Mediaocean

11:30 am – 12:00 pm CDT

Breakout Sessions

Employee Experience
The Key Ingredients Of Culture: What Makes Work Culture Work for Customers

Top-ranked customer experience depends on an organization wide approach to improving the experiences of customers. This requires the right tools and processes but must also be enveloped in a work culture that naturally leads firms to customer obsession and high CX.

In this session, the audience will:

  • Learn what the key components of culture are.
  • Prepare to approach culture in a more deliberate way, especially in light of hybrid work’s evolving requirements.
  • Receive guidance on how to plan for and execute culture change, with the customer as the focal point.

Speakers:
James L. McQuivey, PhD, VP, Research Director, Forrester

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Leadership & Skills Development
Straight From The C-Suite: How Effective Leaders Built Their Teams

In this session, we’ll talk to C-level marketing, customer experience, and digital leaders about their strategies for building and leading teams amid evolving work requirements and environments. We’ll dig into the methods and strategies they use for building teams with diverse and complementary skill sets, motivating and connecting with their employees, and their best advice for leadership in uncertain times.

Speakers:
Koley Corte, Head of Client Group Business Transformation, AllianceBernstein
Sabrina DeVito, Chief Strategy Officer, Marlette Holdings, Inc.
Peter ter Weeme, Chief Social Purpose Officer & Vice President, Player Experience, British Columbia Lottery Corporation
Jen Sanning, Executive Partner, Forrester

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The New Consumer
The Myth And Reality Of Socially Motivated Consumers

As social awareness pervades consumer consciousness, brands are eager to understand the impact of social values on customer decisions. While consumers are increasingly vocal about their social motivations, what they say is often different from what they do. This session explores Forrester’s consumer data and analytical models to separate the myth of social motivation from reality and help brands design better-informed go-to-market strategies.

Here, you will:

  • Learn how to approach sizing the customer segment that is motivated by social values.
  • Explore the preferences and behaviors of this values-motivated segment.
  • Understand how to ready your brand to address social shifts in the coming years.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

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Digital Commerce
Empowered Buying: Consumer Buying In 2022 And Beyond

Empowered customers globally demand both comfort and innovation — whether they’re shopping, banking, using telehealth services, traveling, or simply getting things done day to day. Four forces in particular have ushered in this new era of consumer buying.

In this session, you will learn how savvy commerce businesses are continually reinventing themselves as:

  • Marketplaces and brands find themselves on a collision course.
  • Product experiences increasingly drive consumer demand.
  • Expectations of the values-based customer continue to rise.
  • Developing new business models becomes imperative to growth.

Speakers:
Fiona Swerdlow, VP, Research Director, Forrester

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Customer Service
Customer Service Unplugged: How To Build An Empathetic Contact Center

In this era of COVID-rattled customers and AI-driven self-service options leaving agents with days full of difficult calls with customers on the edge and in need of thoughtful support and empathy, if you don’t build the right environment in your contact center, your agents cannot be empathetic and you will lose customers.

In this session, you will learn:

  • How to retain agents during these difficult times and through the “great resignation.”
  • How to build the business case required to deliver empathetic customer care.
  • How to measure success beyond traditional KPIs such as AHT and call queuing times.

Speakers:
Max Ball, Principal Analyst, Forrester
Eric Bellomo, Researcher, Forrester

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The Future Of Media
Ready Player Brand: Marketing In The Metaverse

The metaverse is having a moment — and for good reason: It might just trigger the next cultural paradigm shift. Touted as the next version of the internet, the metaverse connects and blends virtual and real worlds to create new ways to play, learn, work, and shop. Think of the book-turned-motion picture Ready Player One. And while brands are currently experimenting with nascent extended reality (XR) experiences and NFTs, Forrester predicts by the 2030s that the actualized metaverse will disrupt the marketing mix.

During this fireside chat, you’ll hear how the NFL is innovating within the “metaverse” in order to:

  • Get a read on current consumer and CMO sentiment toward the metaverse.
  • Understand the potential of the metaverse and how it affects marketing strategy.
  • Learn about emerging best practices when experimenting in the nascent metaverse.

Speakers:
Mike Proulx, VP, Research Director, Forrester
Ian Trombetta, Senior Vice President - Social, Influencer & Content Marketing, NFL

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Special Session
The Forrester B2B CX Index Score: How Customer Experience Quality Impacts Loyalty

Since 2015, Forrester’s CX Index has measured how successfully more than 500 consumer brands use customer experience to create and sustain loyalty. This session will introduce the first B2B CX Index. Based on analysis of both power users and decision-makers of HCM and CRM technologies, this session will reveal which aspects of CX matter most and how to apply these learnings to benchmark an organization’s customer experience progress and success. This session will provide the following benefits: • Learn which aspects of CX quality impact B2B customer loyalty most. • Identify the top drivers to focus on to improve customer experience.

Speakers:
Michelle Yaiser, Director, CX Analytics, Forrester

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12:10 pm – 12:40 pm CDT

Case Study Sessions

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

Attend one session:

Acxiom: Truly Customer-Centric Experiences in Action

Brands have boldly adapted to a changing environment – morphing from an ecosystem driven by third-party cookies to a digitally resilient model leveraging first-party data. Learn from three real-world examples of brands doing it right in automotive, media and financial services to make marketing more effective and delight customers with relevant experiences.

Here you will:
• Learn how leading brands are engaging customers and building lasting relationships
• Explore ways first-party data can deliver better CX and measurement than cookies ever did
• Understand the key steps to get started

Speakers:
Kyle Hollaway, SVP and Head of Global Identity, Axicom

Airkit: Launch Unified Digital CX Across Channels 40x Faster

Customer expectations are outpacing companies’ pace of innovation. Currently, brands use a hodgepodge of dead-end point solutions – apps, chatbots, portals – to solve this problem resulting in siloed experiences, no self-service, and overwhelmed support lines. Join us to learn how leading brands are using modern CX automation platforms to deliver seamless, personalized digital experiences on the right channel at the right time – all without sacrificing technical resources.

Speakers:
Stephen Ehikian, Co-Founder & CEO , Airkit

Alchemer: Amdocs Drives Continuous Improvement through Alchemer VoC Feedback Platform

Alchemer and Amdocs will be presenting Amdocs best-in-class (VoC) program. Amdocs is a global software/services provider to communications and media. The Amdocs VoC uses the Alchemer enterprise feedback platform to drive actionable insights from all customers in over 50 countries across multiple communications channels.

Attendees will learn:

  • How VoC drives business goals across the organization.
  • How to immediately close the customer feedback loop into immediate action
  • How to introduce automation without losing the human touch

Speakers:
Tzachi Ben-Sasson, Head of Global Voice of the Customer, Amdocs
Ryan Tamminga, SVP Products and Services, Alchemer

Alida: Turning Change into Impact with Proactive Patient Feedback

Organizations today face constant disruption and are forced to rapidly change directions at a moment’s notice.  Few industries are feeling the need for resilience more than healthcare providers.

See how Piedmont Healthcare partners with Alida to understand priorities and patient preferences in an evolving, digital world.  Join this session to discover how proactive insights from thousands of patients informs improvements to processes, elevates patient communication and education plans, tracks trends in patient sentiment, and ensures marketing effectiveness to elevate the brand’s image, awareness, and market share.

Speakers:
Bennett Lee, Director of Insights and Analytics , Piedmont Healthcare
Mary Kay Evans, Chief Marketing Officer, Alida

Bloomfire: How Jackson Hewitt Uses Knowledge as a Strategic Advantage

Knowledge sharing is a core pillar for success at Jackson Hewitt. Remote workforces, record employees leaving the workforce, and a business reliant on subject matter expertise underscores the importance of a single source for company knowledge. Hear Jonathan Chalker, VP of Customer Experience at Jackson Hewitt, discuss how they drive positive customer experiences by empowering a better employee experience through access to the knowledge and insights needed to do their best work.

Speakers:
Jonathan Chalker, Vice President Client Experience, Jackson Hewitt
Jordan Slabaugh, Chief Marketing Officer, Bloomfire

Maru Group: How discovery+ is elevating CX by quantifying customer emotion

Learn how discovery+ is using system 1 techniques to enable a deeper understanding of customer emotions and develop a more holistic view of how their subscribers feel, behave and think.  discovery+ is continually striving to improve their understanding and relationship with their subscribers, utilizing innovations in CX software to unlock new insights on emotion and its role in enhancing the subscriber experience.

Speakers:
Todd Trautz, Chief Innovation and Solutions Officer, Maru Group

Nuance: How Lowe’s uses AI to transform the Customer and Associate Experience

Lowe’s is building the future of home improvement retail. From inspiration to installation, Lowe’s makes every part of the home improvement process easy, fun and rewarding for the customer. Join this session to hear how the company is optimizing innovative AI technology to empower associates and elevate the customer experience, while addressing real world needs. In this presentation, Brett Knight, Lowe’s Product Leader, will share the opportunity, lessons learned, and best practices for delivering effective customer and employee experiences.

Speakers:
Brett Knight, Senior Manager of Product Management, Lowe's

12:40 pm – 1:40 pm CDT

Lunch & Marketplace Break

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. See below for the list of spotlights during this time.

Attend one session:

Bond Brand Loyalty: Charting CX Growth Paths for New Norms

The journey has changed, and consumers have “new norms” and rising expectations of their relationship with brands that necessitate leading marketers to truly deliver relevant customer-centric experiences. Through the insights of Bond’s The Loyalty Report 2022 and the real-time market examples from Bond’s Mkt Intel subscription, Bond’s Managing Director, Maegan O’Neil, will bring to life the new habits and rituals being established across the customer journey informed by data and enabled through personalization.

Speakers:
Maegan O’Neill, Senior Consulting Director, Bond

IBM: Operationalize CX innovation with enterprise work management

Delivering personalized experiences across the customer journey is every organizations’ ambition. But hand-in-hand with optimizing your data, content and digital platforms, is an overdue focus on how work actually gets done. This requires not just the automation of key workflows, but a renewed focus on people and process, beyond the platform. Join IBM as we share best practices and practical approaches to unlocking a better customer experience with work management.

Speakers:
Krupa Shah, Senior Managing Consultant, IBM iX

NICE CXone: Go digital-first: Creating a frictionless customer experience

Join NICE’s Sales Engineer, Josh Gibson, as he talks about the growing importance of creating a cohesive experience that meets customers wherever they begin their journey. NICE’s suite of digital solutions makes the customers’ experiences faster, better, and smarter. The platform meets customers where they want to be met: deflecting issues with proactive interactions, providing knowledge regardless of the customer’s point of entry (whether through search, social, or any other method), to ensuring the customer gets a faster and full conversational resolution through solutions that understand complex needs and can respond with human-level comprehension.

Speakers:
Josh Gibson, Principle Sales Engineer, NICE CXone

OneTrust: From Touchpoints to Trustpoints: Building a CX Strategy That Drives Business Growth

In today’s changing privacy and technology landscape, building trust with your customers is critical. Now more than ever, people demand greater control of their data. This creates an opportunity for organizations to build trust through transparency, choice, and control.

Privacy is evolving beyond a tick-the-box compliance exercise to driving integrated data governance & trusted data use across the business. Join this session with OneTrust Senior Solutions Engineer Zack Meszaros for guidance on building a customer-centric, privacy-first strategy to meet compliance requirements, deliver new and engaging user experiences, build trust with customers through transparency, and more.

Speakers:
Zach Meszaros, Senior Solutions Engineer, OneTrust

Pathlight: Slash SLAs and Increase CSAT with Performance Intelligence

Learn how a top ecommerce company dramatically improved agent performance and created a culture of employee and customer happiness. Managers saved hours from pulling reports and the frontline had real time access to performance, goals, and coaching. When everyone is on the same page, magic happens.

Speakers:
Crystal McMurray, Enterprise Account Executive, Pathlight

Reputation Competitive Intelligence: More Than a Score

CX Professionals are always working to better understand how their customer experience compares to the competition. Scores and industry benchmarks are good, but it’s common to be left asking the question “WHY am I ahead/behind?”. By aggregating public feedback for competitors and running verbatims through our NLP engine, Reputation Competitive Intelligence is built to answer that question of “why”. Phil Rapisardo, Head of Product Marketing, will demonstrate the solution and share how customers are using this to drive differentiated CX.

Speakers:
Phil Rapisardo, Head of Product Marketing, Reputation.com

SAP: Realize the Power of Omnichannel, Personalized Engagement with SAP Customer Experience

Join this session to see-in-action SAP’s vision for the future of customer experience. For brands, every interaction counts as you strive to convert and retain the right customers. Learn how you can leverage real-time customer insights to produce omnichannel, personalized engagements, that create rewarding experiences to drive revenue growth and meet business priorities. Further, discover how to master your omnichannel strategy to grow customer lifetime value and loyalty by meeting customers on channels they prefer with the information they want.

Speakers:
Christopher O’Hara, Head of Global Marketing and Solutions, Customer Data Solutions, SAP

Boardroom Session with Oracle: UX is the Missing Ingredient in Experience Architecture

Forrester’s recent Experience Architecture framework lays out clean, simple, and scalable tenants for modern customer experiences that can transcend channels, budgets, teams, leaders, and technologies. It’s a major step forward from digital experience platform frameworks of the past and yet, it’s missing a major ingredient: UX — specifically a UX design system. Come learn how Oracle is infusing everything with our new, award-winning UX movement, Redwood, and how our clients and partners are falling in love with Oracle experiences again (and again).

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

Speakers:
Mark Grannan, Outbound Product Management, Oracle CX

Boardroom Session with Qualtrics: Why personalized digital experiences matter more during times of economic uncertainty

Organizations worldwide are facing a new economic reality – one that will force customers to make trade-offs in how they spend money. Knowing what matters most to customers is mission-critical. The companies that get this right, who can anticipate disruption, stand to pick up outsize gains in market share. In this boardroom session, you’ll learn new strategies to engage customers over digital and conversational channels and learn how to uncover critical insights needed to prioritize what actions to take to meet changing expectations and enable seamless omnichannel experiences that increase customer satisfaction and revenue.

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

Speakers:
Abishek Viswanathan, Group Product Director, Qualtrics
Abhi Ingle, COO, Revenue Operations, Pre-Sales, & Industry, Qualtrics

1:45 pm – 2:15 pm CDT

Breakout Sessions

Employee Experience
Your EX To CX Journey: How To Develop An Effective EX Strategy Through Listening

The link between employee experience (EX) and customer experience is clear: Organizations that have more engaged employees generate greater customer experience, grow faster and are more profitable. But how to get EX initiatives prioritized, organized and moving along the right path isn’t quite so clear. Where to start? You need data and insights – the kind that an effective listening strategy generates. And you have more options than ever for gathering data from more sources than surveys. With it you can help your organization navigate change, increase employee retention, help your managers be great leaders, and help your people be willing to perform at their best.

In this session, attendees will learn:

  • How to take stock of current EX listening efforts — who holds it, how it’s done, and what can come next.
  • What options you have to enrich your listening strategy with new data and insights, including the pros and cons of each.
  • What next steps you should take to use the insights to change conversations, set better priorities and build an EX strategy that delivers.

Speakers:
David Johnson, Principal Analyst, Forrester

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Leadership & Skills Development
Leadership For Customer Obsession Amid The Future Of Work

Customer obsession requires employees at all levels to put the customer at the center of everything they do, but the future of work is about to transform the way employees do their jobs. As a result, leaders who want to pursue customer obsession must grasp and craft a future-of-work strategy that boosts employees’ motivation and ability to focus on customers. During this session, Vice President & Principal Analyst Rick Parrish will explore:

  • Why the disruptions caused by the future of work are most acute for companies that are trying hardest to become customer-obsessed.
  • What typifies people who can focus on customers in the work environments of the future.
  • How to hire for, develop, and retain people with these characteristics.

Speakers:
Rick Parrish, VP, Research Director, Forrester

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The New Consumer
Great CX For The Digitally Accelerated Consumer

Digitally powered behaviors such as telemedicine and online grocery shopping suddenly became habitual among consumers who resisted them before the pandemic. This widespread, accelerated embrace of digital is both disrupting and supercharging the customer experience — posing both risk and opportunity for brands.

Attend this session to learn:

  • What brands must know about how this accelerated digital adoption will impact CX.
  • Why the accelerated consumer will embrace conversational AI and extended reality as the next emerging technologies.
  • How brands should engage their consumers by using these emerging technologies well to design great CX.

Speakers:
David Truog, VP, Principal Analyst, Forrester

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Digital Commerce
Corporate Transparency, Values, And Buying​

Price, convenience, assortment, and time are the most important considerations for consumers when they research and buy products and services. But increasingly, we see consumers weigh company values in their research and decision-making process. Fifty-eight percent of US online consumers say it’s important that companies are socially responsible. To connect effectively and authentically with values-based consumers, companies need a strategy that helps them make conscious decisions about how much to bring values into their business models and how to express those values to consumers.

In this session, you will learn:

  • The values that matter most to consumers right now.
  • How much values actually impact consumer purchase decisions.
  • Why your current corporate social responsibility (CSR) plan isn’t enough.

Speakers:
Emily Collins, VP, Research Director, Forrester

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Customer Service
Customer Service Unplugged: The Human Connection

Companies that get it empower their agents to be at their best when it comes to empathizing with the customer and creating that connection with the customer in the moments that matter most.

In this panel session, you will learn:

  • How to create the right culture for agents to thrive.
  • How to empower your agents to be your brand ambassador.
  • How to support your agents in today’s complex environment.

Speakers:
Jeff Lojko, SVP, CX Transformation, Bank of America
Josh Ives, Senior Vice President, Customer Operations, FanDuel
Max Ball, Principal Analyst, Forrester

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The Future Of Media
Targeting Truth In The Misinformation Age

The proliferation of “alternative facts” is an undercurrent that continues to rock modern society. And current brand safety measures are missing the misinformation mark. This means that today’s advertisers operate within and inadvertently fund the misinformation industry. It’s time for marketers to clean up their media plans to dismantle false information and target the truth.

In this session, you will discover:

  • How to mitigate the effects of misinformation on your brand’s reputation.
  • An evaluation framework to vet partners and platforms.
  • Tools to avoid “misinformation media” within your media plan.

Speakers:
Kelsey Chickering, Principal Analyst, Forrester

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Application & Experience Design
Are Your Experiences Inclusive? Here Is How To Assess Them

Many brands want to create inclusive experiences for their customers but lack the tools and resources to assess how inclusive their experiences are and where they need to improve. From inclusive language to accessibility to representation in imagery, there are many components to an inclusive experience, and companies need ways to assess all these aspects of the experience for continuous improvement.

In this session, you will learn:

  • The main components of inclusive experiences.
  • Best practices to assess them.

Speakers:
Senem Guler Biyikli, Researcher, Forrester
Ian Jacobs, VP, Research Director, Forrester

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2:20 pm – 2:50 pm CDT

Case Study Sessions

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

Attend one session:

Bond Brand Loyalty: Designing Ford’s Always-On Relationship Throughout the Customer Journey

Ford Motor Company’s 119 years of history are steeped in modernization.  Earning the right for an always-on relationship with customers requires that you delight them at every moment of their journey, whether human or digital. In this session, you will hear how Ford is designing elevated experiences for customers and enabling their Global Retail Network to embrace customer-centricity and treat them like family.

Speakers:
Jason Sprawka, Global Director of Customer Experience, Ford Motor Company
Morana Bakula, EVP, Strategy & Solutions, Bond

CallMiner: Driving Customer Centricity with VoC: A Look at SiriusXM

Companies invested in realizing measurable ROI for their CX strategy are using CallMiner to analyze customer interactions. This analysis uncovers critical insights that help companies like SiriusXM reach new levels of customer centricity and improve decision making across the organization. These insights would likely never be revealed through surveys alone.

Join MJ Johnson, Senior Director of Product Marketing at CallMiner, as he shares how CallMiner customer, SiriusXM, created an end-to-end feedback loop based on 5MM monthly interactions to rally their entire organization around the customer and elevate their CX.

Speakers:
MJ Johnson, Senior Director of Product Marketing , CallMiner

Intellum: Making The Shift To Subscription Learning, A BeyondTrust Case Study

Most companies are great at selling outcomes but not so great at teaching customers how to achieve those outcomes. Yet the data shows that formalized education leads to big improvements in product utilization, renewals, and engagement rates. So why don’t most companies center customer experiences around education? BeyondTrust is scaling their education program with subscription-based learning. Learn about BeyondTrust’s education strategy and ask the experts how to unlock business results through content, personas, metrics, and technology.

Speakers:
Sandra Hanna, Vice President of Education Services, BeyondTrust
Robyn Hazelton, VP of Marketing, Intellum

KPMG: B2B CX Orchestration Challenges, A KPMG Case Study

Learn the importance of and challenges with measuring operational performance in orchestrating winning B2B customer (and partner) experiences.  We’ll share some lessons learned from a client case study aimed at improving customer and partner lead-to-order experiences at a global technology company.

Speakers:
Bob Cooney, Director, KPMG U.S. Sales Transformation

Qualtrics: Driving Customer Ease with the Power of XM Dscvr

Learn how Blue Cross and Blue Shield of Kansas City is harnessing powerful Natural Language Processing and VOC insights aggregation capabilities to drive a culture of continuous improvement with a focus on delivering easy experiences.

Speakers:
Justin McCoy, Manager, Quality Assurance and Customer Experience, Blue KC

Rightpoint: Re-Imagining Cadillac’s CX From the Inside Out

With the backdrop of an industry in revolution, Rightpoint and Cadillac partnered to redefine the brand’s CX from inside out on the most transformative product from Cadillac in generations – the electric Cadillac LYRIQ. In this talk you’ll not only learn how Rightpoint went from research, insights and design but how we pushed GM’s HMI team to rethink its approach to design methodology, tools and even the team itself.

Speakers:
Gabriel Bridger, SVP, Executive Creative Director, Rightpoint

Verint: How Flagstar Bank Started and Scaled their CX Program

As part of Flagstar Bank’s CX evolution, it initiated a series of programs to adopt a holistic approach to CX across the enterprise. From improving online banking experiences with enhanced journey mapping to leveraging omnichannel insights to implement a measurement framework for customers, join this session to learn how to begin and grow a CX program. Attendees will also learn how to gain stakeholder buy-in and tie incremental expansions to key business objectives.

Speakers:
Lynn Gleeson, Senior Vice President, Flagstar Bank

2:50 pm – 3:50 pm CDT

Marketplace Break & Facilitated Networking

Take a break from the program and visit with our sponsors in the Marketplace.

Check out our Sponsor Spotlights to learn more about the next great solution for your team. See below for the list of spotlights during this time.

Attend one session:

Forsta: Beyond Surveys: Capture the Human Experience

On demand. Live. Real-time. While this describes our customers’ expectations, it doesn’t describe the typical survey program. Too many programs are held back by low response rates and disconnected data. Join Forsta to go beyond surveys and learn how to collect and analyze personal, qualitative research and data to supercharge your VoC program. Listen from many sources, unlock insights hidden within data silos and show your organization that customer voices truly matter.

Speakers:
Giles Whiting, Managing Director & COO, Fortsa

Intellum: The #1 Customer Education Platform, LIVE

Come see the Intellum platform live and learn why large brands and fast-moving companies like Google, Meta, Amazon, Twitter, BeyondTrust, Randstad, AT&T, Verizon, Mailchimp, and many others rely on Intellum to improve product utilization, customer retention, and revenue. Intellum’s scientific, data-driven approach is based on 20 years of industry experience, and the Intellum Platform includes all of the tools an organization needs to create, deploy, manage, track, and continuously improve highly personalized, engaging educational experiences.

Speakers:
Austin Garrick, Technical Sales Engineer, Intellum

MessageGears: Enterprise Email Marketing in the Modern Data Stack

A lot has changed in the 25 years since some of the first commercial email marketing solutions came into existence. Unfortunately for today’s brands, those solutions have not evolved with the times. In this session presented by MessageGears, we’ll explore how modern businesses are rebuilding their tech stacks (and rethinking how email and mobile  marketing should work) by putting customer data at the center of everything.

Speakers:
Will Devlin, VP Marketing, MessageGears

Yext: Give Customers What They Want: Knowledgeable Self-service

Support leaders agonize over improving the efficiency of their call centers, but often fail to recognize the immense opportunity that exists at earlier stages in the customer journey. In this session, we’ll discuss why many self-service strategies fall short and how businesses can adapt to meet — and exceed — customer expectations.

Speakers:
Joe Jorczak, Head of Industry, Service & Support, Yext

3:00 pm – 3:45 pm CDT

Analyst-Led Meetups

Spend some time in these small, interactive group roundtable discussions aligned to each Track.  Forrester analysts will kick-off the discussion, but bring your topic or question to the meetup and help spark the conversation. First-come, first-served.

Attend one session:

Attend one session:

Meetup: App & Experience Design

Facilitated by AJ Joplin, Senior Analyst, Forrester

Design In A Rapidly Changing World

  • Integrating data-driven insights into product and services: Let’s talk about how we collaborate to carry research into decision-making
  • Inclusivity: Let’s discuss opportunities and insights on building more inclusive experiences and what that means for our products
  • Making everyone happy: How do you design experiences for all the generations
Meetup: The Future of Media

Facilitated by Kelsey Chickering, Principal Analyst, Forrester

Developing A Mindful Media Strategy

During this session, you will learn from your peers how they are bringing mindful media principles into their strategic planning: Proactive, Values-Based, and Innovative. Below are the topics we’ll explore during this conversation:

  • What are you doing to proactively find and work with minority-owned media partners?
  • How are you applying brand values and principles to your media partnerships and strategy?
  • What innovative solutions, start-ups, or companies are you starting to work with that make your media plans smarter and future minded?
Meetup: Customer Service

Facilitated by Christina McAllister, Senior Analyst, Forrester & Eric Bellomo, Researcher, Forrester

Developing an Agent-Centered Culture

During this session, you will learn from your peers how they are building agent-centered cultures in their contact center. Below are the topics we’ll explore during our conversation.

  • Augmented Agents: how can you leverage AI to augment rather than automate the agent workflow?
  • Navigating Agent Burnout: what can you do to identify and address the underlying causes of agent burnout?
  • Agent Special Ops: how might you fold agents into strategic projects to capture their practitioner perspective and increase their engagement
Meetup: Digital Commerce

Facilitated by Brendan Witcher, VP, Principal Analyst, Forrester

Redefining your digital commerce strategies

During this session, you will learn from your peers how they are approaching shirfting their thinking from company obsessed to customer obsessed, breaking down barriers in their organization to facilitate change and find success with top digital initiatives. Below are the topics we’ll explore during our conversation.
  • What it truly means to “know” a customer in order to win, serve, and retain them
  • Why relevancy and perceivable value are the new competitive weapons in digital business strategy
  • How to break through the myths and misconceptions inhibiting the ability for companies to transform
Meetup: Leadership & Skills

Facilitated by Emily Collins, VP, Research Director, Forrester

Team Building And Leadership In Uncertain Times

During this session, you will learn from your peers how they are approaching leading teams and collaborating amid the future of work. Below are the topics we’ll explore during our conversation.

  • What methods and strategies are you using to build teams with diverse and complementary skill sets?
  • As work environments and requirements evolve, how has collaboration (with your peers and among teams) changed at your organization?
  • How are you motivating and connecting with your employees?
  • What is the best advice you’ve given, received, or heard for leadership in uncertain times?
Meetup: Employee Experience

Facilitated by David Brodeur-Johnson, Principal Analyst, Forrester

During this session, you will learn from your peers how they are approaching their employee experience initiatives. Below are the topics we’ll explore during our conversation.

  • How they’re approaching improving employee experience at their organizations.
  • Tools that they are using as part of their initiatives
  • How they are overcoming resistance and working across the organization to gain momentum.
3:55 pm – 4:25 pm CDT

Guest Keynote Session

Speakers:
Amy Smith, Chief Strategy and Impact Officer, TOMS

4:30 pm – 5:00 pm CDT

Keynote Session

Disruption Becomes Business As Usual

The dizzying speed of business transformation over the past two years has brought into sharp relief how a company that truly understands its customers can use emerging — or even untested — technology to create experiences that people need and crave. This panel explores why this disruption is here to stay.

In this panel session, you’ll learn:

  • How a complete stack is required to replicate in-person interactions via customer-facing apps.
  • How companies made the difficult decision to accept more tech risk than ever — and how they’re sticking to it.

Speakers:
Linda Ivy-Rosser, VP, Research Director, Forrester
Jessica Liu, Senior Analyst, Forrester
Kate Leggett, Vice President, Principal Analyst, Forrester
James L. McQuivey, PhD, VP, Research Director, Forrester

5:00 pm – 6:00 pm CDT

Marketplace Reception

A Taste of Nashville! Whiskey tasting, brew park, make a BBQ rub, and enjoy locally inspired bites all while listening to live music by Brass Field Music. Kick back and relax in the Marketplace. While meeting with our technology & solution providers, enjoy what Nashville is known for. Stop by the brew park for a drink or join the beverage expert for a whiskey tasting to learn a thing or two. Feast on our locally inspired small bites menu. Feeling inspired? Make your own “take home” BBQ rub.

Sponsored by FullStory, KPMG, Oracle, and Qualtrics

Wednesday Jun 8

8:30 am – 9:20 am CDT

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.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Patrick Hayes, Product Manager, Certification, Forrester
Harley Manning, VP, Research Director, Forrester

9:30 am – 10:00 am CDT

Keynote Session

The High Stakes of Virtual Culture: Your Anywhere Work Advantage

The world has changed but the need for high-performing company culture has not. Previously, low risk experiments to create culture remotely could quickly fall back to the “real world” when they failed. But now that remote work is here to stay, the stakes are high to find a way. How do we build the kind of culture in an Anywhere Work world that shapes purpose, behaviors, rituals, and the artifacts that make your employees’ experience great? What are smart executives doing to advantage the challenges and opportunities that tomorrow will bring?

In this keynote, Principal Analyst Katy Tynan will deliver the theory and the practice to help you define your strategy for a strong culture in an anywhere work world.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

10:05 am – 10:35 am CDT

Keynote Panel Session

Out In Front: Transformations Live And In Realtime

You were planning, moving faster, with transformation initiatives already underway to address the wave of changes brought on by rapidly shifting consumer attitudes and preferences. Then the Pandemic hit us all. Marketing, CX and Digital leaders all had to rally simultaneously without hesitation to meet the needs of their customers and their employees experiencing unprecedented disruption.

This mainstage panel discussion will explore and showcase the technology and service innovations in customer experiences that were deployed swiftly and confidently to deliver on the expectations of customers in the wake of the pandemic. And we’ll explore what we have learned from this call to action to drive the next wave of innovation now.

Speakers:
Keith Johnston, VP, Group Director, Forrester
Des Cahill, Group Vice President, Global ACX Product Strategy, Oracle Advertising & Customer Experience (ACX)
Abishek Viswanathan, Group Product Director, Qualtrics
Jason Galloway, Principal, Customer Advisory Leader and Marketing Consulting Lead, KPMG U.S.
Kirsten Newbold-Knipp, CMO, FullStory

10:40 am – 11:10 am CDT

Keynote Q&A: AfterWords

On Tuesday, we learned all about the new consumer from Anjali; Mike shared what brand loyalty looks like amidst our culture wars; and Linda led a conversation on how we can create praiseworthy experiences through disruptive technologies. Join us for a moderated Q&A with Anjali, Mike, and Linda where we’ll delve deeper into these hot topics. Tweet your questions to #ForrAfterWords or step up to the mic!

Speakers:
Keith Johnston, VP, Group Director, Forrester
Anjali Lai, Senior Analyst, Forrester
Linda Ivy-Rosser, VP, Research Director, Forrester
Mike Proulx, VP, Research Director, Forrester

11:10 am – 11:40 am CDT

Marketplace Break

Take a break from the program and visit with our sponsors in the Marketplace.

Attend one session:

Acoustic Spotlight Session

Today’s customers prioritize experience above all, and with 86% saying they would leave a brand after a poor experience, it’s no surprise that businesses are investing more to optimize the digital experience. How can you optimize your customers’ digital experience to drive conversion? Learn how to quickly shine a spotlight on reasons customers abandon their shopping cart.   Gain the visibility you lack into root causes and prioritize your efforts to make the biggest impact.

Speakers:
Forest Donovan, Vice President of Channels & Alliances, Acoustic

Intellum: The #1 Customer Education Platform, LIVE

Come see the Intellum platform live and learn why large brands and fast-moving companies like Google, Meta, Amazon, Twitter, BeyondTrust, Randstad, AT&T, Verizon, Mailchimp, and many others rely on Intellum to improve product utilization, customer retention, and revenue. Intellum’s scientific, data-driven approach is based on 20 years of industry experience, and the Intellum Platform includes all of the tools an organization needs to create, deploy, manage, track, and continuously improve highly personalized, engaging educational experiences.

Speakers:
Austin Garrick, Technical Sales Engineer, Intellum

Material: Exceptional Experiences Delivered Consistently - The GE Appliances Quest to be the Best in their Industry

A future where every household in the US will own and fall in love with a GE appliance – this is the vision for GE Appliances; and the goal is clear: drive zero distance between the brand promise and the actual experiences delivered to their customers across the journey.

Historically a product-driven organization, GE Appliances recognized the need to become more customer-centric to differentiate itself in the marketplace.

We’ll spotlight the GE Appliances CX program and explore:

  • Developing a clear understanding of the current state experience
  • Identifying CX gaps from customer and employee perspectives
  • Prioritizing improvement initiatives and roadmap development
  • Designing the ideal future state experience with precision
  • Articulating the CX strategy and creating a Blueprint
  • Execution/Activation – Enabling, empowering and educating employees
  • Linking CX performance to business results

Speakers:
Wayne Morris, Senior Vice President, Strategy, Material

Qualtrics: How to build a resilient organization through the use of omnichannel insights

Learn how to use AI-powered speech and text analytics with the industry’s best Natural Language Understanding (NLU) engines to uncover unmet customer needs. Prioritize what actions to take to meet changing expectations, create better experiences for your customers, and deliver more value to your organization.

Speakers:
Ellen Loeshelle, Director of Product Management, Qualtrics

11:45 am – 12:15 pm CDT

Breakout Sessions

Employee Experience
Beginning To Belong: Unlocking The Power Of Inclusion At Work

The ability of any organization to engage a diverse workforce begins with how well its managers can create a sense of belonging on their teams and how well their leaders can create a sense of community within the organization. Belonging is the sense of feeling safe, accepted, and part of the team. Though this feeling is foundational to workforce engagement, 40% of people still say they feel isolated at work. This feeling of isolation erodes the employee experience and prevents employees from achieving their best.

Join Forrester Analyst Jonathan Roberts as we learn what true inclusion is (and what it isn’t) while equipping leaders with the tools to create inclusive environments at work.

Speakers:
Jonathan Roberts, Analyst, Forrester

READ MORE +READ LESS -
Leadership & Skills Development
High Potential Is Not A Thing: Why You Need To Rethink Your Approach To Retaining “Top Talent”

Do you have a high-potential program? At best, it’s a waste of time, and at worst, it’s causing actual harm in your organization. Join Principal Analyst Katy Tynan to learn where high-potential programs go wrong and what you should be doing instead to foster a culture of high performance and to engage your entire workforce.

Key takeaways:

  • Understand what motivates high performance in a high-change world.
  • Learn three key leader behaviors that lead to retention and engagement.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
The New Consumer
Welcome To The Consumer Loyalty Evolution

Society has experienced increased turbulence since the beginning of 2020, with increased social activism, environmental catastrophes, and, of course, the pandemic and its related economic pressures, supply chain issues, and health and safety concerns. As a result, consumer behavior has changed — affecting their relationships with brands. As brands more actively leverage loyalty to engage customers, they’ll find that the building blocks of a modern loyalty program have also changed. Today, loyalty has become more digital, data-driven, emotional, and integrated with a broader customer engagement strategy.

By attending this session, you will:

Discover what today’s consumers want in exchange for loyalty.
Learn how brands are addressing loyalty outcomes differently.
Understand the four modern drivers of loyalty and how to approach them.

Speakers:
Emily Collins, VP, Research Director, Forrester
Cole Walsh, Researcher, Forrester

READ MORE +READ LESS -
Digital Commerce
Conditional Love: How Successful Personalization Keeps Customers Faithful

Personalization as a competitive advantage today requires companies to uncheck the box on what it means to “know” a customer and use innovative applications of customer data as catalysts for achieving individualization. For many firms, this means fundamentally transforming their digital strategies for engaging customers, including achieving an understanding of what consumers value and what it means to deliver truly relevant experiences.

In this session, you’ll learn:

  • Why assortments and offerings no longer serve as the competitive weapons they once were.
  • How to identify important customer data elements and optimize your data strategy using operational guardrails.
  • What individualization looks like in the real world through examples of companies already doing it well.

Speakers:
Brendan Witcher, Vice President, Principal Analyst, Forrester

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Customer Service
Is Your Customer Service Biased?

The stakes for biased customer service have never been higher. Service teams are balancing heightened expectations for social activism, complicated technology, exhausted agents, and social media virality at any moment. This isn’t a question of if bias arises, but when. As such, brands must begin preparing immediately to ensure they’re sufficiently prepared

In this discussion, you will discover:

  • The core problems brands face in addressing latent bias
  • Why addressing bias head-on is critical.
  • Actionable steps to mitigate the risk for biased service.

Speakers:
Eric Bellomo, Researcher, Forrester
Max Ball, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of Media
Audience Targeting is Dead — Long Live Audience Targeting!

The forces of data deprecation are moving the ad industry toward a more consumer-centric, privacy-first future, disrupting marketers’ tried-and-true audience and media targeting tactics. But don’t get distracted by industry hand-wringing or fall into the trap of looking for easy fixes. Now is the time for brands to hit the reset button on their assumptions around targeting and build sustainable go-forward strategies that benefit their consumers and their businesses.

In this session, you’ll learn:

  • How and why data deprecation is reshaping data-driven marketing and what it means for you.
  • What strategic and tactical questions to ask yourself to shape your go-forward approach to targeting.
  • What to look for in current and future targeting partners.

Speakers:
Joanna O'Connell, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
Application & Experience Design
Agent Workspaces: The Good, The Bad, And The Ugly

What makes an agent workspace successful, and what are the big pitfalls? And what’s the impact on customers? In this session, we’ll share best practices and tips to better equip some of your most important employees for some of your most important customer interactions.

You’ll learn how to:

  • Conduct research with agents.
  • Co-create better workspaces.
  • Use available agent software more effectively.

Speakers:
AJ Joplin, Senior Analyst, Forrester
Christina McAllister, Senior Analyst, Forrester

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

Case Study Sessions

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

Attend one session:

Adobe: IBM's Marketing Transformation Story

IBM is not only one of Adobe’s top partners, but they’re also investing heavily in Adobe platforms as they transform their brand and how they interact with customers, connecting the experience, message and data to track performance and architect integrated campaigns that contribute  to the  business.  In  this  session,  you’ll  learn  about these  ambitious  efforts  spanning  people, process, technology  and Adobe’s best-in-class digital experience platform.

Speakers:
Tarah Speck, Senior Strategic Value Advisor, Adobe, Growth Business
Lisa Bauerlein, Demand Automation Lead/Marketo Product Owner, IBM
Saralyssa Gonzalez, Strategy and Ops Lead, Workfront Business, IBM

Forsta: FedEx Office case study presentation: Building an Omnichannel CX Program

FedEx Office has always valued customer feedback, but its program was fragmented with unactionable insights. Learn how FedEx Office pivoted to build an omnichannel program that connects online and in-store experiences, integrates with key analytics tools, and generates insights that are driving innovation and a better experience for customers and team members alike.

Speakers:
Lorie Robinson, Managing Director, Customer Experience & Innovation, FedEx Office
Kari Mickelson, Customer Experience Strategist, VoC Specialist, FedEx Office

InMoment: How Foot Locker Provides Fearlessly Innovative Experiences for the Modern Athlete

Foot Locker knows its “modern athlete” consumer exists beyond the field. That’s why it strives to create the most innovative in-person and digital experiences possible. But being on the cutting-edge isn’t without risk. So, how does the retailer remove doubt? It leverages InMoment to integrate its data, including VoC, call center, social, reviews, and more! Learn how this approach enables Foot Locker to be agile and innovative—and create experiences as competitive as its athlete consumers.

Speakers:
Tyler Saxey, Director of Customer Experience, Foot Locker
Jim Katzman, CX Strategy & Enablement, InMoment

LiveVox: Reducing Customer Effort to Drive Brand Loyalty featuring Firestone DIRECT

What customers want, more than anything, is for their questions to be answered or problems to be solved quickly and conveniently. They don’t want to call in multiple times, repeat themselves, or be put on hold. To do so, you must make available all channels and enable a velocity to data. You must also be able to measure and analyze Customer Effort across the entire customer lifecycle. Come learn how Firestone DIRECT is placing “Reducing Customer Effort” at the core of their contact center strategy to drive customer brand loyalty.

Speakers:
Christy Ayers, Customer and Field Support Manager, Firestone Direct
Brian Smith, Senior Client Strategist, LiveVox
James Whitfield, Director, Field Support & Systems, Firestone Direct

Qualtrics: EX Drivers of CX Outcomes: Real-World Examples

Investing in employee experience can improve your customer experience. Join this IO-psychologist led-session to see industry research from the Qualtrics XM Institute on how and why leading organizations are bringing their EX and CX programs together, learn best practices for aligning EX and CX efforts, and uncover findings from organizations who have successfully done so.

Speakers:
Benjamin Granger, Ph.D., XMP, Head of EX Advisory Services , Qualtrics XM Institute

Reputation.com: Beyond Surveys: How public feedback and live interactions lead in next generation CX

The battle to win and retain customers has never been more critical to a business’s success. Customers have come to expect experiences that are immediate, consistent, and solve their needs. In this current feedback economy, experiences need to be reinvented to create interactions that are in real-time and highly individualized.

Brands are moving towards a customer mindset and moving between all touchpoints where their customers are. The auto industry, in particular, has been rocked in recent times with supply chain disruption, changing consumer preferences, and the need to create sustainable options. David Mingle will spend time asking Reputation customer, INFINITI, how they have evolved their CX program to focus on changing channels, the need for live interactions, and how to handle public feedback to develop a winning experience for every customer.

Speakers:
Matthew Wilson, Director of CX & Training, INFINITI Americas
David Mingle, VP & Global Practice Head, Customer Experience, Reputation.com

12:50 pm – 1:50 pm CDT

Lunch & Marketplace Break

Attend one session:

Chatmeter: Leverage Unstructured Data to Create Breakthrough Customer Experiences

This session shows how brands can harness the power of consumer analytics and insights to make operational decisions that deliver breakthrough customer experiences and influence brand loyalty and satisfaction. We’ll discuss how tracking both structured and unstructured data and analytics including online review feedback and customer sentiment analysis at the local level leads to better managing the customer journey from acquisition to long-term loyalty.

Speakers:
Jared Norris, Senior Vice President of Customer Success, Chatmeter

Freshworks: Make Every Experience Matter: Empowering Employees & Customers with Freshworks

Today’s businesses are operating in a highly dynamic business environment.  They need to remain laser-focused on the business’s core competencies while building resilience and agility into employee and customer experiences.  In this session, you’ll learn how Freshdesk helps companies create delight, unify experiences and grow with confidence.

Speakers:
Colin Crowley, CX Advisor, Freshworks

Forethought: 3 Ways to Scale Your Customer Support Experience

The future of Customer Service will consist not of traditional chatbots, but of meaningful, personalized interactions powered by human-centered AI. Join us as we discuss three ways the next generation of customer support technology will enable leaders to scale operations and transform the customer experience.

Speakers:
Rajiv Patel, Director of Product Marketing, Forethought

Genesys – Experience as a Service

Elevate your customer experience with empathy in action using Genesys Experience as a Service. Genesys Orchestration uses an outside-in empathy drive approach putting the client, partners and employee experience at the forefront. Understand how Genesys can engage your clients in personalized experiences using empathy, which leads to trust and loyalty.  As a loyalty leader, you can grow revenue up to 2.5 times faster than your industry peers.  Genesys Experience as a Service focused on people using empathy at scale.

Speakers:
David Colleran, Director of Solutions Consulting, Genesys

Intercom: Those Who Engage, Win: Why Personal Customer Engagement Matters

n a digital world, every moment matters. The digital consumer today expects companies to deliver seamless, easy, frictionless experiences throughout the entire journey. This demands a fundamental shift: from interacting with customers in siloed touch-points, to engaging them continuously, throughout their journey. Learn how leading businesses build trust during this session with Intercom.

Sprinklr: Taming the CXM Frankenstack

Unifying applications into a suite environment in order to create better customer experiences is not a new concept — but it is still a relatively nascent one when it comes to marketing, advertising, engagement, VoC and customer care. In this talk, Drew Tambling will discuss how and why today’s front office looks like the back office’s fragmented technology stack of yesteryear — and what to do about it.

Speakers:
Drew Tambling, Sr. Director of Analyst & Influencer Relations, Sprinklr

Tethr: Tethr’s Zero Touch Conversation Intelligence Platform

Learn how you can instantly connect leading voice and chat platforms to gain hundreds of insights from your customer conversations. Based on over a decade of research on what creates customer loyalty, sales conversions, and churn, we analyze every interaction so you can start making smarter business decisions immediately.

Speakers:
Dean Cruse, VP of Marketing, Tethr

Walker: The Value of Combining CX and EX

Happy employees make for happy customers. We’ve all heard that. And it’s true. But does it make sense to combine your customer experience and employee experience programs? In this brief session, we’ll highlight four reasons to consider combining CX and EX, provide three simple ways to get started, and provide additional resources with practical advice.

Speakers:
Patrick Gibbons, Principal, SVP, Walker

Boardroom Session with FullStory: Behind the scenes with FTD’s CTO and champion of innovation

The team at FTD has been innovating and re-envisioning digital experiences at breakneck speeds, to great success. CTO Matt Powell anchored their approach on DX observability and collaboration to maintain customer empathy along the way. Get first hand insights into why and how he enabled FTD to succeed in transforming this 100+ year old brand.

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

Speakers:
Kirsten Newbold-Knipp, CMO, FullStory
Matt Powell, Chief Technology Officer, FTD

Boardroom Session with KPMG: An Inside Look at a Direct-to-Consumer Transformation

Consumer expectations are changing at a record pace. But frequently outdated business models hamper a company’s ability to adapt. We’ll examine how a pet nutrition brand launched its Direct-to-Consumer offering by overhauling process and interconnectedness across their entire organization, from CX to marketing and sales to technology. We’ll walk step-by-step through how we helped them maximize their newly connected enterprise, and set them up for double-digit growth in both its new and legacy business.

 

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

Speakers:
Bret Sanford-Chung, Managing Director, KPMG U. S. Marketing Consulting

1:55 pm – 2:25 pm CDT

Breakout Sessions

Employee Experience
The Future Of The Office: Bridging From Today’s Offices To Tomorrow’s Virtual Workplaces

Anywhere-work is now the dominant model for businesses in every industry where that’s possible, but it depends on companies swiftly building expertise in hybrid work and learning how to make people effective as individuals and in teams, regardless of where they happen to be working on any given day. This requires a change to how offices are utilized — they need to transition from today’s general-purpose corrals for holding large numbers of people to activity-specific environments that make people want to be there for the right purposes at the right times.

In this session, attendees will:

  • Learn how to bridge from today’s offices to tomorrow’s workplaces, including what role virtual and metaverse experiences can plan in the future of the hybrid office.

Speakers:
James L. McQuivey, PhD, VP, Research Director, Forrester

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Leadership & Skills Development
The Effective CMO

Seventy percent of companies watched marketing increase in importance during the pandemic — and for good reason. Marketing innovated new products, delivery methods, revenue models, and demand when foot traffic and supply chains halted. What can a CMO do to ensure that this new appreciation for marketing stays for good? Is the formula for a successful CMO the same for every company? What skills and competencies do people aspiring to be a CMO need?

In this session, we will profile the effective CMO, answering specifically:

  • What exactly is an effective CMO?
  • What does an effective CMO look like compared to other C-level executives?
  • What attributes come naturally to an effective CMO? What habits should an effective CMO learn to practice?
  • What career path does the effective CMO take?
  • How should you chart your right course as a current or aspiring CMO?

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
The New Consumer
Post-COVID Privacy: Marketing To Privacy-Conscious Consumers

Amid pandemic restrictions, consumers were willing to share more personal data in the name of convenient customer experience, such as curbside pickup. But as restrictions ease, will consumers continue to be generous with their data? This session dives into brand-new 2022 Forrester Analytics Consumer Technographics® data on consumer privacy behaviors and Forrester’s privacy segmentation. CMOs and other marketing executives will learn best practices when asking consumers to share data about themselves.

Join this session to:

  • Learn about Forrester’s privacy segmentation and how privacy behaviors have changed.
  • Explore how to engender trust with personas across the privacy spectrum.
  • Hear tips and tricks about how to ask for zero- and first-party data.

Speakers:
Stephanie Liu, Analyst, Forrester

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Digital Commerce
The Impact Of Commerce Operations On Customer Experience

As they shop online, customers want to know what’s in stock in local stores, when orders will arrive, and hear early about shipping delays. When we talk about digital experience management, front-end technologies are often in the limelight — but “back-end” technologies such as order management and post-purchase notifications are crucial to delivering the experiences that customers now expect.

In this session, digital business leaders will learn:

  • What customers really want from them before and after the “buy button.”
  • How to leverage the tech that they likely already have in order to positively impact that experience.
  • What actionable steps to take — now — to make these incremental improvements to CX.

Speakers:
Fiona Swerdlow, VP, Research Director, Forrester

READ MORE +READ LESS -
Customer Service
How Contact Centers Can Help You Understand Your Customers

Customer experience leaders dream of a world where customers constantly share feedback about their experiences with the organization. That dream is a reality for CX leaders who know how to tap into the constant stream of customer engagement with the contact center — without sending a single survey! And yet, seven in 10 voice-of-the-customer (VoC) or CX measurement programs do not leverage this treasure trove of free insights.

In this session, you will learn:

  • Why you need contact-center listening and analysis to future-proof your VoC program.
  • How AI-fueled solutions such as text analytics and natural language processing can unlock insights from the contact center at scale.
  • How contact center and CX teams can work together to drive improvements in both customer and employee experience.

Speakers:
Colleen Fazio, Senior Analyst, Forrester
Max Ball, Principal Analyst, Forrester

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The Future Of Media
Recharge Your Media Measurement Strategy

The ongoing fluctuations in consumer behavior along with the changing media landscape is forcing advertisers to adopt a customer-centric approach to media strategy, disrupting traditional media measurement approaches. Brands must look beyond the simplistic media metrics of the past — reach, frequency, and impressions — to redefine successful media performance. This involves adopting new media metrics that traverse platforms, uncovering the impact of media decisions on brand and behavior outcomes, and revealing consumer preferences and consumption patterns.

Attend this session to:

  • Learn about the current state of media measurement — how and why it needs to change.
  • Discover new media measurement metrics and approaches to better assess media success.
  • Uncover the next steps you can take to boost and future-proof your media measurement strategy.

Speakers:
Tina Moffett, Principal Analyst, Forrester

READ MORE +READ LESS -
Application & Experience Design
Citizen Development And CX​

In truly digital firms, software is an expression of the business. This means that everything about a firm — its policies, processes, procedures, data, and know-how — turns into software, which changes as the business changes. To tackle this challenge, many firms are empowering businesspeople to develop applications using low-code platforms.

This session will discuss:

  • The citizen developer trend and its connections to customer experience.
  • Advice on how to incorporate CX considerations into formal citizen developer strategies.

Speakers:
John Bratincevic, Principal Analyst, Forrester

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

Case Study Sessions

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

Attend one session:

FullStory: FTD’s “irresponsibly aggressive” approach to CX innovation

A complex mix of member florists and consumer shoppers meant that re-platforming and re-envisioning FTD’s 100+ year old brand would be no small feat. The teams’ demand for rapid experimentation required a composable observability stack that could keep up with breakneck speeds while managing risk and fostering collaboration. Learn how a democratized approach to DX observability, anchored by FullStory, gives FTD consistent insights and informs user empathy, leading to game-changing innovation at dizzying speeds.

Speakers:
Kirsten Newbold-Knipp, CMO, FullStory
Matt Powell, Chief Technology Officer, FTD

IBM: Lessons from Experience Leaders on CX Transformation

CX innovation ranks among companies’ top business priorities for a reason: IBM’s Institute of Business Value found organizations that have elevated CX transformation to a formal business priority reported 3x higher revenue growth over the past 2 years than businesses that did not. In this session, we’ll share lessons from clients and these “Experience Leaders” for getting the most out of their digital experience platforms to power personalized experiences at every point in a customer’s journey.

Speakers:
Ed Forman, Americas Adobe Practice Leader, IBM iX
Sravanthi Muppidi, Head of Engineering, Albertsons Media Collective

Momentive: How to boost customer loyalty in 2022

Boosting customer loyalty is the top priority for CX professionals in 2022. But how does one do that when customers’ expectations are constantly changing? Join Marci Kirkpatrick, CX director at Momentive, to learn how to evolve alongside your customers, drive loyalty, and increase revenue for your company.

Speakers:
Marci Kirkpatrick, Director of CX Programs, Momentive

NICE CXone: Voice of the Customer – The Right Approach to NPS

Many companies believe that the key to exceeding customer expectations is to simply provide customers with the latest and greatest CX tools. In reality, true customer satisfaction is much more complex. Join us as we dive in to how one organization has initiated an innovative quality program to survey their customers, listen and take action to make improvements, creating immediate results with a 21% increase in NPS with their top-tier clients. We will explore the value in customer feedback, key metrics to pay attention to, best practices for implementing quality initiatives, and ideas for leveraging insights gained to make impactful changes for the customer, your employees, and your organization overall.

Speakers:
Jennifer Wilson, Senior Product Marketing Manager, NICE

Oracle's Marketing Experience Transformation

Join Oracle’s head of Global Marketing Technology to learn how we tackle massive marketing transformation as one of the largest technology companies in the world. With over 130,000 employees operating in over 175 countries, transformation at Oracle requires immense scale and unparalleled security throughout its marketing technology implementation, conversion of legacy systems into 100% modern cloud technology, and eliminating messy and siloed data into a unified Customer Data Platform.

Speakers:
Bence Gazdag, VP, Global Marketing Technology, Oracle Advertising and CX

Reltio: How Connected Data Drives Frictionless Customer Experiences

In today’s experience economy, adopting customer centricity and delivering personalized, rich engagements is crucial to attract and retain customers. Data silos across departments and legacy systems cause business operations to rely on outdated and incomplete customer information, hindering seamless customer interactions. Join this session to hear real-life examples of how unifying data and improving its quality transform customer experiences by enabling faster service, higher productivity and better operational decisions.  The session will highlight:
* Modern master data management practices for real-time operations
*  Quantified business outcomes and improved customer service metrics achieved across industries

Speakers:
Ansh Kanwar, VP of Product Platform & Infrastructure, Reltio

Alorica & Talkdesk Present: Goodbye cost-center, hello growth-center

While contact center strategies have traditionally been laser-focused on operational efficiencies and cost-containment efforts, leading brands are now looking to CX partners to help them create brand loyalty, boost lifetime value, and increase customer satisfaction. Leading brands recognize that customer experience is a differentiator that can make or break their long-term value in the market  – and that their service reps are the difference makers. The question is – how can brands empower and equip their agents to be those difference makers and help establish relationships with their customers?

Speakers:
Shannon Flanagan, VP Global Industry Strategy: Retail & Consumer Goods, Talkdesk
George Knipfer, Vice President, Client Solutions, Alorica

3:00 pm – 3:30 pm CDT

Marketplace Break & Networking

Visit with our sponsors in the Marketplace or connect with other attendees during facilitated networking sessions,

Attend one session:

Concentrix: Your VOC Program: Change is a Good Thing

Measuring customer and employee experiences is the norm. Yet, customer churn is at an all-time high, customer acquisition costs are soaring and employees are leaving at an alarming rate. This begs the question – is your VOC program worth it? For most companies, the answer is yes, but hesitancy to change strategy, partners and platforms often stands in the way of the future success.

If you’re not familiar with the Fastly and Concentrix partnership, you will be after this session. With a 99% annual customer retention rate, Fastly is an innovative, experience-first company that made bold enhancements to their customer feedback strategies. The result? A 24 point increase in customer loyalty in under 12 months.  Join Kim Ogletree, Chief Customer Officer at Fastly and Jackie Potts, VOC Strategy Leader at Concentrix to learn more about Fastly’s three guiding principles for VOC success:

  • Partner & platform philosophies
  • Re-thinking insight democratization
  • Mobilizing employees to act

Speakers:
Kim Ogletree, Chief Customer Officer, Fastly
Jackie Potts, Director, VOC Strategy, Concentrix

Fin: Improving the Agent Journey and Productivity Using Data

Have you ever wondered how frontline customer support agents actually handle customers and how to make their lives easier? Companies use well over 100 SaaS applications on average – this session reveals how to cut through complexity to see end-to-end agent journeys across every application. We provide best practices on using data to remove frustrations and improve the agent experience, enabling better coaching, processes, and technology for more productive & engaged agents that drive better customer outcomes.

Speakers:
Charlene Wang, VP & Head of Marketing, Fin
Alec DeFilippo, Head of Customer Solutions, Fin

Unlock Powerful Unstructured Data Insights with InMoment’s Spotlight

It’s a fact: the world is moving increasingly beyond structured VoC surveys and into more conversational, rich forms of experience data—including social, call center, chat, reviews, and more. But how do you unlock insights from all that data? Introducing InMoment’s Spotlight, a web-based business intelligence application that combines near real-time analysis of omni-channel data with impactful visualizations for discovering business-critical insights. In this session, you’ll have a chance to see Spotlight in action!

Speakers:
Mandy Gatton, Solutions Consultant, InMoment

LiveVox: Driving Contact Center Outcomes by Combining Speech Analytics with Quality Management

Join us to see how LiveVox’s SpeechIQ with Quality Management seamlessly integrates multi-channel speech analytics with robust quality management tools to give organizations 100% visibility and understanding of the voice, email, SMS, and chat conversations handled by their teams, as well as the ability to take action and improve contact center performance. By unlocking the customer data in all your interactions, you can deliver fast insights to transform agent performance, customer experience, and campaign performance for growth-oriented outcomes.

Speakers:
Jim Lynch, Sr. Director of Product Marketing, LiveVox

3:40 pm – 4:10 pm CDT

Breakout Sessions

Leadership & Skills Development
Fire Up Your Rock Stars Without Burning Them Out

Forrester’s research on burnout has shown that it is possible for people to be highly engaged and experiencing burnout at the same time. The fact is that some of your best, most-engaged rock star employees are also burning out, and you won’t see it in their productivity until it’s too late. These individuals — one-fourth of the working population — are hard to spot because, while they are burning out, they still go above and beyond for the company, are motivated intrinsically, and show commitment to the customer. Losing these crucial high performers is wreaking havoc across companies during the pandemic. We’ll show you how to identify the different types of burnout and how to support the people who want to be their best at work without depleting themselves. 

Participants in this session will: 

  • Rethink what burnout is and how to identify its many causes and manifestations. 
  • Understand the risk of ignoring burnout and learn to work with people and managers to avoid and address it. 
  • Leave with examples of next steps for preventing, identifying, and redressing burnout in their teams and divisions. 

Speakers:
Jonathan Roberts, Analyst, Forrester

READ MORE +READ LESS -
The New Consumer
Using Customer Obsession To Identify And Grow Your Most Devoted Customers

One of the six priorities for customer-obsessed organizations is to design experiences that drive loyalty. Many organizations already have an established segment of deeply loyal customers, a group Forrester calls “devotees.” Companies that understand this segment’s strong willingness to advocate for their brand will design customer experiences that create even more devotees.

This session will teach you:

  • What makes a devoted customer.
  • Why they are crucial (hint: more revenue).
  • How to create more of them.

Speakers:
Pete Jacques, Principal Analyst, CX Index, Forrester

READ MORE +READ LESS -
The Future Of Media
Make Customer Experience A Creative Experience

Business leaders have a new force multiplier to propel their company’s innovation, their customer’s experience, and their brand’s differentiation in the marketplace. Creativity energizes products and services and unlocks new value and opportunities for business.

By attending this session, you will:

  • Gain insights for how your organization can use creativity as a business tool to spur innovation.
  • Learn how to implement “creative experience development” as part of your innovation process.
  • Discover a framework to coordinate creativity, design, and innovation.

Speakers:
Jay Pattisall, VP, Principal Analyst, Forrester

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Application & Experience Design
Designing The Metaverse

Conflicting views about the metaverse from technology vendors, pundits, and consumers have sown widespread confusion about it, ranging from utopian enthusiasm to skepticism and fear. As a result, many companies ask Forrester what it is and what to do about it.

Attend this session to help steer it away from dystopia by learning:

  • What the metaverse will be — in crystal-clear terms.
  • How the primordial metaverse will emerge.
  • What actions you should take and when.

Speakers:
David Truog, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
4:15 pm – 4:45 pm CDT

Panel Discussion: How Contact Centers Can Help You Understand Your Customers

Customers call your contact center every day and tell your agents exactly what they think about your brand.  Every phone call is recorded, and the transcripts from every text interaction are kept as well, destined to sit ignored on a hard drive for months or years.  New AI technology allows organizations to “listen” to these calls and put structure to this unstructured data.  This is a potential treasure trove of customer insights that CX teams are desperate for.  Technology has solved the problem of turning call recordings into structured, useful data. Join us to meet practitioners from Amex, Capital One, and TIAA and hear them talk about how they were able to deliver this information to their CX teams to better understand their customers.

Speakers:
Luis Angel-Lalanne, VP, Customer Listening, Global Servicing Group, American Express
Anne Louise Mason, Senior Product Manager, Customer Experience Measurement Product Portfolio, Capital One
Max Ball, Principal Analyst, Forrester
Sheila Catenza, Senior Director, Call Center Voice of the Customer (VoC), TIAA

4:45 pm – 5:30 pm CDT

Reception

Sponsored by Qualtrics

5:30 pm – 6:45 pm CDT

Nashville “Night Out”

After happy hour with our technology and solution providers, join us for a preview of the local music scene with an exclusive performance from up-and-coming local artist. Walk down “Broadway” as we recreate the downtown scene with friendly competitions of lawn games, cornhole, basketball, a giant connect four, an extra large operation game and jenga!

Delta Ballroom BC

Thursday Jun 9

8:45 am – 9:15 am CDT

Boardroom Session with InMoment: Leading Brands Go Beyond VoC with an Integrated CX Approach

Here’s a loaded question for CX professionals: What are your friction points? Likely, there’s a challenge that immediately came to mind. What would happen if you could get ahead of that obstacle—and even solve the issue entirely? Leading brands are doing just that by leveraging InMoment to integrate their VoC data with social, call center, chat, review data, and more. Hear stories of how they’re unlocking game-changing, business-driving insights in this boardroom session!

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

Speakers:
Graham Tutton, Head of Client Success, North America, InMoment

Boardroom Session with Intellum: Scaled Education As Your Core CX Strategy

Most companies are great at selling outcomes but not so great at teaching customers how to achieve those outcomes. Yet the data shows that formalized education leads to big improvements in product utilization, support costs, and renewals. So why don’t most companies center customer experiences around education? Google has scaled personalized education to millions of customers. Learn about Google’s education strategy and ask the experts how to unlock business results through content, personas, metrics, and technology.

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

Speakers:
Troy Avidano, Google Solutions Delivery Lead, Learning Management, CIMS, Google
Robyn Hazelton, VP of Marketing, Intellum

9:30 am – 10:00 am CDT

Keynote Session

Experience Your Customers In 3D

The drastic changes in customer behavior over the past two years have made it more crucial than ever to understand your customers through analytics. This keynote will highlight the most important recent analytical trends that you can leverage to adapt quickly to increasing customer dynamism.

In this session, you’ll learn:

  • How to make sense of the digital customer.
  • Why advanced customer analytics are within reach for everyone.
  • How to make confident decisions in the face of uncertainty.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester

10:10 am – 10:40 am CDT

Case Study Sessions

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

Attend one session:

CSG: Smart Real-time CX Delivered from the Outside In

Customer experience is a moving target. Staying out in front of ever-increasing customer expectations requires businesses to be really smart and move in real-time. Our case study describes results achieved when a major communications company does this right, operating in a proactive, predictive and personalized way at scale. Mark Smith walks you through a success story of how customer experience starts outside your organization but ultimately pulls intelligence from every aspect of your business to support the customer’s total experience.

Speakers:
Mark Smith, VP of Digital Engagement Solutions , CSG

Glassbox: DiRx’s Digital Journey to Provide Affordable Medication

As a new player in a competitive market, online pharmacy DiRx needed to win over customers from its larger competitors. By leveraging digital experience analytics to better understand and help acquire new customers, DiRx has revolutionized the way customers are engaging with their pharmacies. Attend this session to learn:

  • The three pillars of outstanding digital customer experience and how to align organizational goals around them
  • Digital experience best practices throughout the customer lifecycle
  • How DiRx is using digital experience analytics to increase customer acquisition, satisfaction and loyalty

Speakers:
Simone Grapini-Goodman, Chief Marketing Officer, DiRx
Debbie Braney, VP, Marketing, Glassbox

Informatica: Building Your Data Strategy for CX

Data is key to creating loyal and lasting customers. Informatica’s Kevin Fleet will introduce a data strategy framework for CX, designed to help you overcome obstacles including corporate culture, data silos, and skills gap. With a data-driven approach, you can leverage the right information to optimize every customer interaction.

Speakers:
Kevin Fleet, VP, Advisory Services

Kore.ai: CX Reimagined: How Conversational AI Delights Members at Florida Blue

Florida Blue members were frustrated with their digital experience, waiting in long queues to speak with agents about basic topics. As a result, Florida Blue partnered with Kore.ai to deploy a conversational AI virtual assistant to reimagine the member experience, reduce wait and resolution times, and offer self-service options on multiple channels in English and Spanish!

In this session, we’ll dive into the details of this journey including how conversational AI elevates the member experience and delivers extraordinary business outcomes.

Speakers:
Chas Bowman, Global Vice President, Sales Engineering, Kore.ai

Medallia & T-Mobile: engaging every channel in the frontline experience

Hear how T-Mobile drives “uncarrier” moves by engaging teams across channels, from retail to contact center, digital, and product development. Using technology to engage employees at scale has been key, so that everyone knows what it means to walk a mile in the customer’s shoes. Explore techniques like crowdsourcing improvement ideas from the frontline, using text analytics to automate insights across channels, and creating personalized praise alerts to deepen a culture of employee recognition.

Speakers:
Denise Vidal, VP of Customer Care, T-Mobile
Belinda Simmons, Solutions Principal, Medallia

SMG: How Valvoline mastered cross-channel CX

With the pressure to build stronger, more personalized experiences, brands must evolve their approach to listening. Last year Valvoline upended its CX program to capture better feedback and expand the view of consumers. Learn exactly what steps they took and how their innovative changes resulted in improved cross-channel visibility and new metric-based insights.

Speakers:
Chris Bosco, Digital Vice President and General Manager , SMG
Jessi Clements, Customer Insights Manager , Valvoline Inc.

10:45 am – 11:15 am CDT

Breakout Sessions

Employee Experience
How To Keep And Grow Frontline Service Workers, The Key To CX Delivery

Since the pandemic, there has been an explosion in the need for frontline service workers. Stores, hotels, hospitals, warehouses, and restaurants report severe shortages for jobs such as warehouse packing and sorting, delivery, food processing, and janitorial work. These hard-to-fill jobs become prime candidates for automation, but is automation ready to take them?

This session will:

  • Help companies understand how automation is affecting the employee experience of frontline service roles.
  • Help attendees understand how to approach automation in a way to maximize instead of undermine EX.
  • Address the worker shortage while making service work more meaningful all at once.

Speakers:
Craig Le Clair, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
Leadership & Skills Development
Successful CXOs Focus On Outcomes

The road to CX transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organizational outcomes — and align their work directly with those outcomes — are far more likely to successfully reach their destination.

Participants in this session will learn:

  • What successful CXOs do differently.
  • How to move from support person to salesperson.
  • How to move from stakeholder outcomes to shareholder outcomes.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
Judy Weader, Senior Analyst, Forrester

READ MORE +READ LESS -
The New Consumer
Customer Expectations For Digital Fluidity Raise The Stakes For CX

From online banking to virtual meetings to remote school, many consumers have engaged through digital channels for the first time — and expect to continue some of these behaviors moving forward. The pandemic even forced the most technology-averse “digital holdouts” and “reserved resisters” to adopt new digital behaviors. As a result, the baseline for digital adoption has shifted. As the distinction between digital and offline experiences continues to vanish, more consumers will expect to see digital embedded into all customer experiences and will expect digital experiences to be seamless.

Through this session, you’ll:

  • Learn how digital adoption trends are changing in the wake of the pandemic.
  • Understand consumers’ evolving expectations for digital experiences.
  • Identify how bold brands are meeting consumers’ evolving digital needs.

Speakers:
Anjali Lai, Senior Analyst, Forrester

READ MORE +READ LESS -
Customer Service
Elevate The Agent, Elevate The Experience

The customer service agent today is tasked with one of the most difficult and most scrutinized jobs in the enterprise as they deal with frustrated customers, outdated performance metrics, and challenges in their own environments as many work from home. Brands need the right agent-facing digital technologies to improve the customer experience and the agent experience.

In this session, you will learn:

  • What the latest, greatest technologies are for the agent workspace.
  • How to think about the future tech stack for agent-facing technologies.
  • Where to start on optimizing the employee experience for the next-gen agent workspace.

Speakers:
Christina McAllister, Senior Analyst, Forrester

READ MORE +READ LESS -
The Future Of Media
Pass The Sticks: Brands Want The Gaming Controller

As the gaming industry continues to grow among many age groups and demographics, platforms such as Netflix now compete for consumer time with the likes of Fortnite, not just Disney+. Brands must learn how to connect with gamers in new ways, on different platforms, and with a fresh take on their brand promise.  

In this roundtable discussion, you’ll hear from leaders across the gaming landscape, from influencers to brands, to learn: 

  • Expectations for brands in gaming environments. 
  • Emerging channels in which to connect with the gaming community. 
  • How marketers are developing effective gaming strategies.  

Speakers:
Casey Campbell, Managing Director, North America, Gameloft
Kelsey Chickering, Principal Analyst, Forrester

READ MORE +READ LESS -
Application & Experience Design
Now Is The Time To Master Remote User Research

User research has been a core component of product and experience design for decades. But before the pandemic, remote user research was viewed as the cheaper, “better than nothing” alternative to the in-person testing seen as the norm. How times change! From overcoming the observer effect to broadening the potential tester population, we’ve been forced to learn quite a bit about the practical and tactical benefits of remote research. Now, it is time to make remote researching an intentional part of our strategy.

In this session, we will help you:

  • Understand where and when remote user research drives the best insights.
  • Learn how to successfully get rapid feedback from a diverse customer population.

Speakers:
AJ Joplin, Senior Analyst, Forrester

READ MORE +READ LESS -
Special Session
2022 US Financial Services CX Index™ Results: Inequalities In CX

Investment firms and banks have focused on bringing better CX to underserved groups such as female clients — but how are they really progressing? The answer: could be better. This “state of CX” will review the current performance of these industries at serving a panoply of clients with different backgrounds and needs.

Speakers:
Jane Lo, CX Index Senior Analyst, Forrester

READ MORE +READ LESS -
11:15 am – 12:15 pm CDT

Marketplace Break & Facilitated Networking

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. See below for the list of spotlights during this time.

Attend one session:

Khoros: The Game Has Changed: 3 CX Strategies You Need To Win

In an era of nearly limitless choice, customers are fickle fans. As expectations change and
competition heats up, winning increasingly requires a superior CX strategy and the technology to back it up. Unifying your tech stack is a start, but true digital transformation is essential to designing standout customer experiences. I look forward to speaking with you about three CX strategies you can use to drive loyalty and create customers for life.

Speakers:
Ben Larson, Associate Director of Product Marketing, Khoros

Sendoso: Transform Your Customer Experience (CX) through Impactful Sending Strategies

In today’s digital world, where the majority of the focus has shifted to online and hybrid experiences, marketing leaders are constantly exploring new ways to provide a seamless customer experience to their prospects/customers. Customer experience is no more an afterthought, matter of fact it has become an organizational imperative. When done correctly, it can significantly enhance your company’s brand reputation and give you a huge competitive advantage in this market. Join our experts as they unpack how to use personalized sending to build trust with your prospects/customers throughout the buyer journey and use it as a lever of growth to elevate your customer experience (CX).In this session, you’ll learn:
•  How sending invites engagement and deepens relationships with your prospects/customers.
•  The 3 key pillars of a modern and intelligent sending platform.
•  How to easily incorporate sending across all your digital channels and improve your company’s customer experience (CX)

Speakers:
Neil Shah, Director of Product Marketing, Sendoso

11:30 am – 12:15 pm CDT

Analyst-Led Meetups

Spend some time in these small, interactive group roundtable discussions aligned to each Track.  Forrester analysts will kick-off the discussion, but bring your topic or question to the meetup and help spark the conversation. First-come, first-served.

Attend one session:

Attend one session:

Meetup: App & Experience Design

Facilitated by Ian Jacobs, VP, Research Director, Forrester

Design In A Rapidly Changing World

  • Integrating data-driven insights into product and services: Let’s talk about how we collaborate to carry research into decision-making
  • Inclusivity: Let’s discuss opportunities and insights on building more inclusive experiences and what that means for our products
  • Making everyone happy: How do you design experiences for all the generations
Meetup: The Future of Media

Facilitated by Jay Pattisall, Principal Analyst, Forrester

Meetup: The New Consumer

Facilitated by Anjali Lai, Senior Analyst, Forrester

Digital Fluidity And CX

During this session, you will learn from your peers about how they are approaching the digitally fluid consumer. Below are the topics we’ll explore during our conversation.

  • Consumers’ digital behaviors and expectations
  • What the future of digitally fluid CX looks like
  • Best practices for collaboration to enable digital fluidity
Meetup: Digital Commerce

Facilitated by Fiona Swerdlow, VP, Research Director, Forrester

Where Retail Is Heading Next

During this session, you will learn from your peers how they are approaching rapidly evolving customer expectations and technologies in an ever-changing environment. Below are the topics we’ll explore during our conversation.

  • The outlook for retail in the next 2 to 3 years – and how that’s shaping business strategies and priorities
  • How retailers and brands are adapting teams, technology, marketing, and more to develop their business agility
  • Organizational strategies and tactics to become “future fit” (creative, adaptive, resilient)
Meetup: Leadership & Skills

Facilitated by Shar VanBoskirk, VP, Principal Analyst, Forrester

Cultivating Leadership At All Levels

During this session, you will learn from your peers how they are working to create peer leaders, eventual leaders, executive leaders within their marketing function. Below are the topics we’ll explore during our conversation.

  • What is a leader within your marketing organization?
  • What are you doing to motivate people at all levels to stay curious, inspire others and take on more responsibility?
  • Are you an effective leader? How do you know?
Meetup: Employee Experience

Facilitated by James McQuivey, VP, Research Director, Forrester

Take Steps Today Toward Your Future Of Work

Our future of work research encompasses everything from talent issues to employee experience measurement, from culture to wellness. It can be overwhelming to know the next best steps you can take to prepare your organization for the future of work. In this session, we’ll come prepared to talk about the below issues but also welcome your questions and experiences related to these or other points. Come ready to share from your own experience and discuss.

  • Surviving the talent crunch: Resignations amid rising employee expectations make getting talent management right more important than ever.
  • Employee experience journeys and measurement: How can I get to best practice from where I am today?
  • Figuring out hybrid work: How will hybrid work evolve post-pandemic and into whatever global shock comes next.
Meetup: Customer Service

Facilitated by Max Ball, Principal Analyst, Forrester

Your Contact Center’s CX Contribution

The Contact Center is your brand’s front line to your customers – let’s talk about how to ensure you are getting the best value for your customers and brand

  • What do you measure in the contact center to drive the best customer experience?
  • How can you leverage the “Dark Data” in your contact center to gain new customer What about AI for self service?
  • How do you treat your agents to ensure your brand is offering the best possible customer experiences?
12:20 pm – 12:50 pm CDT

Keynote Session

Pandemic Or The Next Peril: Brand-CX Alignment Is Critical For The Health And Growth Of Your Company

The pandemic may have brought about a monumental change in how brands go to market, but some things haven’t changed. Chief among them, the need to align a brand’s promise with its customer experience. If anything, the swell of crisis has upped the ante on brands getting this alignment right or risk losing relevance in a market already characterized by rapidly shifting consumer attitudes and preferences.

In this keynote, Forrester analysts will explore both the synchronization of your brand and CX to demonstrate how together they create value, and ensure your customer and company are aligned.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester
Pete Jacques, Principal Analyst, CX Index, Forrester

12:55 pm – 1:30 pm CDT

Closing Keynote

Five Universal Truths About CX That Stand The Test Of Time

Ten years ago, Forrester wrote the book on customer experience: Outside In. This year, we looked back at what we wrote and found five truths about customer experience that haven’t changed despite the upheavals in our world. These are the fundamentals you can count on, because they are essential to business success.

In this session, you’ll learn:

  • Five truths about CX that will still be important in 2032 and beyond.
  • Why CX discipline is essential to profiting from these truths.

Speakers:
Harley Manning, VP, Research Director, Forrester

Early Access

Jun 3
  • 2:00 pm – 2:30 pm CDTBreakout Sessions

Tuesday

Jun 7
  • 9:30 am – 10:50 am CDTOpening & Keynotes
  • 11:30 am – 12:00 pm CDTBreakout Sessions
  • 1:45 pm – 2:15 pm CDTBreakout Sessions
  • 4:30 pm – 5:00 pm CDTKeynote Session

Wednesday

Jun 8
  • 9:30 am – 10:35 am CDTKeynote Sessions
  • 11:45 am – 12:15 pm CDTBreakout Sessions
  • 1:55 pm – 2:25 pm CDTBreakout Sessions
  • 3:40 pm – 4:10 pm CDTBreakout Sessions

Thursday

Jun 9
  • 9:30 am – 10:00 am CDTKeynote Session
  • 10:45 am – 11:15 am CDTBreakout Sessions
  • 12:30 pm – 1:30 pm CDTKeynote Sessions & Closing

Early Access Jun 3

2:00 pm – 2:30 pm CDT

How 2020’s Breaking Point Enabled Progressive Inclusion Strategies

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 and finding our “why.”
  • The three-phased project and key elements of real EDI strategy.
  • 2021 results and our path forward.

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

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.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Rick Parrish, VP, Research Director, Forrester
Patrick Hayes, Product Manager, Certification, Forrester

Spotlight Sessions

Check out our Sponsor Spotlights to learn more about the next great solution for your team. All sessions available on-demand.

3:45 pm – 5:15 pm CDT

Leading Change: Understanding The Human Experience Of Change

Change is constant, yet organizational change efforts routinely fail. Join this workshop to better understand the human experience of change and how you can lead change at your organization from wherever you sit. You’ll participate in interactive exercises that will apply change leadership concepts to your own initiatives. This workshop provides a live sample of Forrester’s Leading With Customer Obsession Certification course. By participating, you’ll earn credit toward your Leading With Customer Obsession credentials.

This session will be available in-person and digitally.

Speakers:
Jenna Wohead, Director, Certification, Forrester
Katy Tynan, VP, Principal Analyst, Forrester

Tuesday Jun 7

9:30 am – 10:15 am CDT

Opening Remarks & Keynote Session

The New Consumer Has Been Painted On A Pandemic Canvas

The covid-19 pandemic triggered a sea-change in consumer lifestyles, attitudes, and expectations. More than two years of close, data-driven observation are beginning to illuminate the patterns in the chaos that define the contemporary consumer and their context. In this keynote, we reconcile our retrospective analysis with the temperature of current consumer emotions and behaviors, to reveal how consumer needs, values, and consumption have changed, and we’ll illustrate how brands must prepare for what likely comes next.

Speakers:
Sharyn Leaver, Chief Research Officer, Forrester
Anjali Lai, Senior Analyst, Forrester

10:20 am – 10:50 am CDT

Keynote Session

Consumers Or Constituents? Marketing Amidst Our Culture Wars

In the 1980s, Baby Boomers were in their prime. This so-called “Me generation” drove a consumer culture that was fueled by the money-moving and culture shaping advertising that defined a materialistic society. This made Consumerism the core of marketing. Fast forward 40 years, greed is in a clash with good. A politicized culture war now divides and alters the marketing landscape rumbling the ground rules of brand loyalty — turning consumers into constituents. The question is where and when do these values become the currency of commerce? Or do they?

Speakers:
Mike Proulx, VP, Research Director, Forrester

11:30 am – 12:00 pm CDT

Breakout Sessions

Employee Experience
The Key Ingredients Of Culture: What Makes Work Culture Work for Customers

Top-ranked customer experience depends on an organization wide approach to improving the experiences of customers. This requires the right tools and processes but must also be enveloped in a work culture that naturally leads firms to customer obsession and high CX.

In this session, the audience will:

  • Learn what the key components of culture are.
  • Prepare to approach culture in a more deliberate way, especially in light of hybrid work’s evolving requirements.
  • Receive guidance on how to plan for and execute culture change, with the customer as the focal point.

Speakers:
James L. McQuivey, PhD, VP, Research Director, Forrester

READ MORE +READ LESS -
The New Consumer
The Myth And Reality Of Socially Motivated Consumers

As social awareness pervades consumer consciousness, brands are eager to understand the impact of social values on customer decisions. While consumers are increasingly vocal about their social motivations, what they say is often different from what they do. This session explores Forrester’s consumer data and analytical models to separate the myth of social motivation from reality and help brands design better-informed go-to-market strategies.

Here, you will:

  • Learn how to approach sizing the customer segment that is motivated by social values.
  • Explore the preferences and behaviors of this values-motivated segment.
  • Understand how to ready your brand to address social shifts in the coming years.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
Digital Commerce
Empowered Buying: Consumer Buying In 2022 And Beyond

Empowered customers globally demand both comfort and innovation — whether they’re shopping, banking, using telehealth services, traveling, or simply getting things done day to day. Four forces in particular have ushered in this new era of consumer buying.

In this session, you will learn how savvy commerce businesses are continually reinventing themselves as:

  • Marketplaces and brands find themselves on a collision course.
  • Product experiences increasingly drive consumer demand.
  • Expectations of the values-based customer continue to rise.
  • Developing new business models becomes imperative to growth.

Speakers:
Sucharita Kodali, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Customer Service
Customer Service Unplugged: How To Build An Empathetic Contact Center

In this era of COVID-rattled customers and AI-driven self-service options leaving agents with days full of difficult calls with customers on the edge and in need of thoughtful support and empathy, if you don’t build the right environment in your contact center, your agents cannot be empathetic and you will lose customers.

In this session, you will learn:

  • How to retain agents during these difficult times and through the “great resignation.”
  • How to build the business case required to deliver empathetic customer care.
  • How to measure success beyond traditional KPIs such as AHT and call queuing times.

Speakers:
Max Ball, Principal Analyst, Forrester
Eric Bellomo, Researcher, Forrester

READ MORE +READ LESS -
Application & Experience Design
How Prudential Built Its Experience Design Capabilities To Transform Its CX

As part of Prudential’s transformation to become more customer-obsessed, it brought together disparate functions into a unified Experience Design team. In this session, Forrester will interview Prudential’s Head of Experience Design, Abhii Parakh, about the transformation, the challenges and results, and the road ahead.

Attend this session to learn how Prudential:

  • Sharpened its focus on customer journeys and customer listening.
  • Invested in cutting-edge design systems and capabilities.
  • Attracted and retained talent while scaling to a 1:2 design-to-product ratio.

Speakers:
Abhii Parakh, Vice President, Head of Enterprise Experience Design, Prudential Financial
David Truog, VP, Principal Analyst, Forrester

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

Case Study Sessions

Hear real world case studies, showcasing the value of partnering with the right technology provider. All sessions available on-demand.

1:45 pm – 2:15 pm CDT

Breakout Sessions

Employee Experience
Your EX to CX Journey: How to Develop an Effective EX Strategy through Listening.

The link between employee experience (EX) and customer experience is clear: Organizations that have more engaged employees generate greater customer experience, grow faster and are more profitable. But how to get EX initiatives prioritized, organized and moving along the right path isn’t quite so clear. Where to start? You need data and insights – the kind that an effective listening strategy generates. And you have more options than ever for gathering data from more sources than surveys. With it you can help your organization navigate change, increase employee retention, help your managers be great leaders, and help your people be willing to perform at their best.

In this session, attendees will learn:

  • How to take stock of current EX listening efforts — who holds it, how it’s done, and what can come next.
  • What options you have to enrich your listening strategy with new data and insights, including the pros and cons of each.
  • What next steps you should take to use the insights to change conversations, set better priorities and build an EX strategy that delivers.

Speakers:
David Johnson, Principal Analyst, Forrester

READ MORE +READ LESS -
Leadership & Skills Development
Leadership For Customer Obsession Amid The Future Of Work

Customer obsession requires employees at all levels to put the customer at the center of everything they do, but the future of work is about to transform the way employees do their jobs. As a result, leaders who want to pursue customer obsession must grasp and craft a future-of-work strategy that boosts employees’ motivation and ability to focus on customers. During this session, Vice President & Principal Analyst Rick Parrish will explore:

  • Why the disruptions caused by the future of work are most acute for companies that are trying hardest to become customer-obsessed.
  • What typifies people who can focus on customers in the work environments of the future.
  • How to hire for, develop, and retain people with these characteristics.

Speakers:
Rick Parrish, VP, Research Director, Forrester

READ MORE +READ LESS -
The New Consumer
Great CX For The Digitally Accelerated Consumer

Digitally powered behaviors such as telemedicine and online grocery shopping suddenly became habitual among consumers who resisted them before the pandemic. This widespread, accelerated embrace of digital is both disrupting and supercharging the customer experience — posing both risk and opportunity for brands.

Attend this session to learn:

  • What brands must know about how this accelerated digital adoption will impact CX.
  • Why the accelerated consumer will embrace conversational AI and extended reality as the next emerging technologies.
  • How brands should engage their consumers by using these emerging technologies well to design great CX.

Speakers:
David Truog, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
Digital Commerce
Corporate Transparency, Values, And Buying​

Price, convenience, assortment, and time are the most important considerations for consumers when they research and buy products and services. But increasingly, we see consumers weigh company values in their research and decision-making process. Fifty-eight percent of US online consumers say it’s important that companies are socially responsible. To connect effectively and authentically with values-based consumers, companies need a strategy that helps them make conscious decisions about how much to bring values into their business models and how to express those values to consumers.

In this session, you will learn:

  • The values that matter most to consumers right now.
  • How much values actually impact consumer purchase decisions.
  • Why your current corporate social responsibility (CSR) plan isn’t enough.

Speakers:
Emily Collins, VP, Research Director, Forrester

READ MORE +READ LESS -
Customer Service
Customer Service Unplugged: The Human Connection

Companies that get it empower their agents to be at their best when it comes to empathizing with the customer and creating that connection with the customer in the moments that matter most.

In this panel session, you will learn:

  • How to create the right culture for agents to thrive.
  • How to empower your agents to be your brand ambassador.
  • How to support your agents in today’s complex environment.

Speakers:
Jeff Lojko, SVP, CX Transformation, Bank of America
Josh Ives, Senior Vice President, Customer Operations, FanDuel
Max Ball, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of Media
Targeting Truth In The Misinformation Age

The proliferation of “alternative facts” is an undercurrent that continues to rock modern society. And current brand safety measures are missing the misinformation mark. This means that today’s advertisers operate within and inadvertently fund the misinformation industry. It’s time for marketers to clean up their media plans to dismantle false information and target the truth.

In this session, you will discover:

  • How to mitigate the effects of misinformation on your brand’s reputation.
  • An evaluation framework to vet partners and platforms.
  • Tools to avoid “misinformation media” within your media plan.

Speakers:
Kelsey Chickering, Principal Analyst, Forrester

READ MORE +READ LESS -
Application & Experience Design
Are Your Experiences Inclusive? Here Is How To Assess Them

Many brands want to create inclusive experiences for their customers but lack the tools and resources to assess how inclusive their experiences are and where they need to improve. From inclusive language to accessibility to representation in imagery, there are many components to an inclusive experience, and companies need ways to assess all these aspects of the experience for continuous improvement.

In this session, you will learn:

  • The main components of inclusive experiences.
  • Best practices to assess them.

Speakers:
Senem Guler Biyikli, Researcher, Forrester
Ian Jacobs, VP, Research Director, Forrester

READ MORE +READ LESS -
4:30 pm – 5:00 pm CDT

Keynote Session

Disruption Becomes Business As Usual

The dizzying speed of business transformation over the past two years has brought into sharp relief how a company that truly understands its customers can use emerging — or even untested — technology to create experiences that people need and crave. This panel explores why this disruption is here to stay.

In this panel session, you’ll learn:

  • How a complete stack is required to replicate in-person interactions via customer-facing apps.
  • How companies made the difficult decision to accept more tech risk than ever — and how they’re sticking to it.

Speakers:
Linda Ivy-Rosser, VP, Research Director, Forrester
Jessica Liu, Senior Analyst, Forrester
Kate Leggett, Vice President, Principal Analyst, Forrester
James L. McQuivey, PhD, VP, Research Director, Forrester

Wednesday Jun 8

9:30 am – 10:00 am CDT

Keynote Session

The High Stakes of Virtual Culture: Your Anywhere Work Advantage

The world has changed but the need for high-performing company culture has not. Previously, low risk experiments to create culture remotely could quickly fall back to the “real world” when they failed. But now that remote work is here to stay, the stakes are high to find a way. How do we build the kind of culture in an Anywhere Work world that shapes purpose, behaviors, rituals, and the artifacts that make your employees’ experience great? What are smart executives doing to advantage the challenges and opportunities that tomorrow will bring?

In this keynote, Principal Analyst Katy Tynan will deliver the theory and the practice to help you define your strategy for a strong culture in an anywhere work world.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

10:05 am – 10:35 am CDT

Keynote Panel Session

Out In Front: Transformations Live And In Realtime

You were planning, moving faster, with transformation initiatives already underway to address the wave of changes brought on by rapidly shifting consumer attitudes and preferences. Then the Pandemic hit us all. Marketing, CX and Digital leaders all had to rally simultaneously without hesitation to meet the needs of their customers and their employees experiencing unprecedented disruption.

This mainstage panel discussion will explore and showcase the technology and service innovations in customer experiences that were deployed swiftly and confidently to deliver on the expectations of customers in the wake of the pandemic. And we’ll explore what we have learned from this call to action to drive the next wave of innovation now.

Speakers:
Keith Johnston, VP, Group Director, Forrester
Des Cahill, Group Vice President, Global ACX Product Strategy, Oracle Advertising & Customer Experience (ACX)
Abishek Viswanathan, Group Product Director, Qualtrics
Jason Galloway, Principal, Customer Advisory Leader and Marketing Consulting Lead, KPMG U.S.
Kirsten Newbold-Knipp, CMO, FullStory

11:45 am – 12:15 pm CDT

Breakout Sessions

Employee Experience
Beginning To Belong: Unlocking The Power Of Inclusion At Work

The ability of any organization to engage a diverse workforce begins with how well its managers can create a sense of belonging on their teams and how well their leaders can create a sense of community within the organization. Belonging is the sense of feeling safe, accepted, and part of the team. Though this feeling is foundational to workforce engagement, 40% of people still say they feel isolated at work. This feeling of isolation erodes the employee experience and prevents employees from achieving their best.

Join Forrester Analyst Jonathan Roberts as we learn what true inclusion is (and what it isn’t) while equipping leaders with the tools to create inclusive environments at work.

Speakers:
Jonathan Roberts, Analyst, Forrester

READ MORE +READ LESS -
Leadership & Skills Development
High Potential Is Not A Thing: Why You Need To Rethink Your Approach To Retaining “Top Talent”

Do you have a high-potential program? At best, it’s a waste of time, and at worst, it’s causing actual harm in your organization. Join Principal Analyst Katy Tynan to learn where high-potential programs go wrong and what you should be doing instead to foster a culture of high performance and to engage your entire workforce.

Key takeaways:

  • Understand what motivates high performance in a high-change world.
  • Learn three key leader behaviors that lead to retention and engagement.

Speakers:
Katy Tynan, VP, Principal Analyst, Forrester

READ MORE +READ LESS -
The New Consumer
Welcome To The Consumer Loyalty Evolution

Society has experienced increased turbulence since the beginning of 2020, with increased social activism, environmental catastrophes, and, of course, the pandemic and its related economic pressures, supply chain issues, and health and safety concerns. As a result, consumer behavior has changed — affecting their relationships with brands. As brands more actively leverage loyalty to engage customers, they’ll find that the building blocks of a modern loyalty program have also changed. Today, loyalty has become more digital, data-driven, emotional, and integrated with a broader customer engagement strategy.

By attending this session, you will:

Discover what today’s consumers want in exchange for loyalty.
Learn how brands are addressing loyalty outcomes differently.
Understand the four modern drivers of loyalty and how to approach them.

Speakers:
Mary Pilecki, VP, Principal Analyst, Forrester
Cole Walsh, Researcher, Forrester

READ MORE +READ LESS -
Digital Commerce
Conditional Love: How Successful Personalization Keeps Customers Faithful

Personalization as a competitive advantage today requires companies to uncheck the box on what it means to “know” a customer and use innovative applications of customer data as catalysts for achieving individualization. For many firms, this means fundamentally transforming their digital strategies for engaging customers, including achieving an understanding of what consumers value and what it means to deliver truly relevant experiences.

In this session, you’ll learn:

  • Why assortments and offerings no longer serve as the competitive weapons they once were.
  • How to identify important customer data elements and optimize your data strategy using operational guardrails.
  • What individualization looks like in the real world through examples of companies already doing it well.

Speakers:
Brendan Witcher, Vice President, Principal Analyst, Forrester

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Customer Service
Is Your Customer Service Biased?

The stakes for biased customer service have never been higher. Service teams are balancing heightened expectations for social activism, complicated technology, exhausted agents, and social media virality at any moment. This isn’t a question of if bias arises, but when. As such, brands must begin preparing immediately to ensure they’re sufficiently prepared

In this discussion, you will discover:

  • The core problems brands face in addressing latent bias
  • Why addressing bias head-on is critical.
  • Actionable steps to mitigate the risk for biased service.

Speakers:
Eric Bellomo, Researcher, Forrester
Max Ball, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of Media
Audience Targeting is Dead — Long Live Audience Targeting!

The forces of data deprecation are moving the ad industry toward a more consumer-centric, privacy-first future, disrupting marketers’ tried-and-true audience and media targeting tactics. But don’t get distracted by industry hand-wringing or fall into the trap of looking for easy fixes. Now is the time for brands to hit the reset button on their assumptions around targeting and build sustainable go-forward strategies that benefit their consumers and their businesses.

In this session, you’ll learn:

  • How and why data deprecation is reshaping data-driven marketing and what it means for you.
  • What strategic and tactical questions to ask yourself to shape your go-forward approach to targeting.
  • What to look for in current and future targeting partners.

Speakers:
Joanna O'Connell, Vice President, Principal Analyst, Forrester

READ MORE +READ LESS -
Application & Experience Design
Agent Workspaces: The Good, The Bad, And The Ugly

What makes an agent workspace successful, and what are the big pitfalls? And what’s the impact on customers? In this session, we’ll share best practices and tips to better equip some of your most important employees for some of your most important customer interactions.

You’ll learn how to:

  • Conduct research with agents.
  • Co-create better workspaces.
  • Use available agent software more effectively.

Speakers:
AJ Joplin, Senior Analyst, Forrester
Christina McAllister, Senior Analyst, Forrester

READ MORE +READ LESS -
1:55 pm – 2:25 pm CDT

Breakout Sessions

Employee Experience
The Future Of The Office: Bridging From Today’s Offices To Tomorrow’s Virtual Workplaces

Anywhere-work is now the dominant model for businesses in every industry where that’s possible, but it depends on companies swiftly building expertise in hybrid work and learning how to make people effective as individuals and in teams, regardless of where they happen to be working on any given day. This requires a change to how offices are utilized — they need to transition from today’s general-purpose corrals for holding large numbers of people to activity-specific environments that make people want to be there for the right purposes at the right times.

In this session, attendees will:

  • Learn how to bridge from today’s offices to tomorrow’s workplaces, including what role virtual and metaverse experiences can plan in the future of the hybrid office.

Speakers:
J.P. Gownder, VP, Principal Analyst, Forrester

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Leadership & Skills Development
The Effective CMO

Seventy percent of companies watched marketing increase in importance during the pandemic — and for good reason. Marketing innovated new products, delivery methods, revenue models, and demand when foot traffic and supply chains halted. What can a CMO do to ensure that this new appreciation for marketing stays for good? Is the formula for a successful CMO the same for every company? What skills and competencies do people aspiring to be a CMO need?

In this session, we will profile the effective CMO, answering specifically:

  • What exactly is an effective CMO?
  • What does an effective CMO look like compared to other C-level executives?
  • What attributes come naturally to an effective CMO? What habits should an effective CMO learn to practice?
  • What career path does the effective CMO take?
  • How should you chart your right course as a current or aspiring CMO?

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

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The New Consumer
Post-COVID Privacy: Marketing To Privacy-Conscious Consumers

Amid pandemic restrictions, consumers were willing to share more personal data in the name of convenient customer experience, such as curbside pickup. But as restrictions ease, will consumers continue to be generous with their data? This session dives into brand-new 2022 Forrester Analytics Consumer Technographics® data on consumer privacy behaviors and Forrester’s privacy segmentation. CMOs and other marketing executives will learn best practices when asking consumers to share data about themselves.

Join this session to:

  • Learn about Forrester’s privacy segmentation and how privacy behaviors have changed.
  • Explore how to engender trust with personas across the privacy spectrum.
  • Hear tips and tricks about how to ask for zero- and first-party data.

Speakers:
Stephanie Liu, Analyst, Forrester

READ MORE +READ LESS -
Digital Commerce
The Impact Of Commerce Operations On Customer Experience

As they shop online, customers want to know what’s in stock in local stores, when orders will arrive, and hear early about shipping delays. When we talk about digital experience management, front-end technologies are often in the limelight — but “back-end” technologies such as order management and post-purchase notifications are crucial to delivering the experiences that customers now expect.

In this session, digital business leaders will learn:

  • What customers really want from them before and after the “buy button.”
  • How to leverage the tech that they likely already have in order to positively impact that experience.
  • What actionable steps to take — now — to make these incremental improvements to CX.

Speakers:
Emily Pfeiffer, Principal Analyst, Forrester

READ MORE +READ LESS -
Customer Service
How Contact Centers Can Help You Understand Your Customers

Customer experience leaders dream of a world where customers constantly share feedback about their experiences with the organization. That dream is a reality for CX leaders who know how to tap into the constant stream of customer engagement with the contact center — without sending a single survey! And yet, seven in 10 voice-of-the-customer (VoC) or CX measurement programs do not leverage this treasure trove of free insights.

In this session, you will learn:

  • Why you need contact-center listening and analysis to future-proof your VoC program.
  • How AI-fueled solutions such as text analytics and natural language processing can unlock insights from the contact center at scale.
  • How contact center and CX teams can work together to drive improvements in both customer and employee experience.

Speakers:
Colleen Fazio, Senior Analyst, Forrester
Max Ball, Principal Analyst, Forrester

READ MORE +READ LESS -
The Future Of Media
Recharge Your Media Measurement Strategy

The ongoing fluctuations in consumer behavior along with the changing media landscape is forcing advertisers to adopt a customer-centric approach to media strategy, disrupting traditional media measurement approaches. Brands must look beyond the simplistic media metrics of the past — reach, frequency, and impressions — to redefine successful media performance. This involves adopting new media metrics that traverse platforms, uncovering the impact of media decisions on brand and behavior outcomes, and revealing consumer preferences and consumption patterns.

Attend this session to:

  • Learn about the current state of media measurement — how and why it needs to change.
  • Discover new media measurement metrics and approaches to better assess media success.
  • Uncover the next steps you can take to boost and future-proof your media measurement strategy.

Speakers:
Tina Moffett, Principal Analyst, Forrester

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Application & Experience Design
Citizen Development And CX​

In truly digital firms, software is an expression of the business. This means that everything about a firm — its policies, processes, procedures, data, and know-how — turns into software, which changes as the business changes. To tackle this challenge, many firms are empowering businesspeople to develop applications using low-code platforms.

This session will discuss:

  • The citizen developer trend and its connections to customer experience.
  • Advice on how to incorporate CX considerations into formal citizen developer strategies.

Speakers:
John Bratincevic, Principal Analyst, Forrester

READ MORE +READ LESS -
3:40 pm – 4:10 pm CDT

Breakout Sessions

Leadership & Skills Development
Fire Up Your Rock Stars Without Burning Them Out

Forrester’s research on burnout has shown that it is possible for people to be highly engaged and experiencing burnout at the same time. The fact is that some of your best, most-engaged rock star employees are also burning out, and you won’t see it in their productivity until it’s too late. These individuals — one-fourth of the working population — are hard to spot because, while they are burning out, they still go above and beyond for the company, are motivated intrinsically, and show commitment to the customer. Losing these crucial high performers is wreaking havoc across companies during the pandemic. We’ll show you how to identify the different types of burnout and how to support the people who want to be their best at work without depleting themselves. 

Participants in this session will: 

  • Rethink what burnout is and how to identify its many causes and manifestations. 
  • Understand the risk of ignoring burnout and learn to work with people and managers to avoid and address it. 
  • Leave with examples of next steps for preventing, identifying, and redressing burnout in their teams and divisions. 

Speakers:
Jonathan Roberts, Analyst, Forrester

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The New Consumer
Using Customer Obsession To Identify And Grow Your Most Devoted Customers

One of the six priorities for customer-obsessed organizations is to design experiences that drive loyalty. Many organizations already have an established segment of deeply loyal customers, a group Forrester calls “devotees.” Companies that understand this segment’s strong willingness to advocate for their brand will design customer experiences that create even more devotees.

This session will teach you:

  • What makes a devoted customer.
  • Why they are crucial (hint: more revenue).
  • How to create more of them.

Speakers:
Pete Jacques, Principal Analyst, CX Index, Forrester

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Digital Commerce
The Future Of Experiences

Future experiences will be both more invisible and immersive. The “below the glass” technology that powers “above the glass” experiences will be increasingly invisible. Brands will anticipate the needs of their customers and serve them proactively. At the same time, the “on the glass” experience, when humans interact with the internet, will be increasingly immersive — perhaps becoming the promised metaverse.

In this session, digital business leaders will learn:

  • Why increasingly “invisible” experiences mean that consumers will actually engage less frequently — but more meaningfully — with brands.
  • How “on the glass” experiences will be increasingly immersive — and how comfortable consumers are with these experiences today.
  • What brands can do today to begin or continue their journey toward future experiences.

Speakers:
Julie Ask, Vice President, Principal Analyst, Forrester

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Customer Service
Panel Discussion: How Contact Centers Can Help You Understand Your Customers

Customers call your contact center every day and tell your agents exactly what they think about your brand. Every phone call is recorded, and the transcripts from every text interaction are kept as well, destined to sit ignored on a hard drive for months or years. New AI technology allows organizations to “listen” to these calls and put structure to this unstructured data. This is a potential treasure trove of customer insights that CX teams are desperate for. Technology has solved the problem of turning call recordings into structured, useful data. Join us to meet practitioners from Amex, Capital One, and TIAA and hear them talk about how they were able to deliver this information to their CX teams to better understand their customers.

Speakers:
Luis Angel-Lalanne, VP, Customer Listening, Global Servicing Group, American Express
Anne Louise Mason, Senior Product Manager, Customer Experience Measurement Product Portfolio, Capital One
Max Ball, Principal Analyst, Forrester

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The Future Of Media
Make Customer Experience A Creative Experience

Business leaders have a new force multiplier to propel their company’s innovation, their customer’s experience, and their brand’s differentiation in the marketplace. Creativity energizes products and services and unlocks new value and opportunities for business.

By attending this session, you will:

  • Gain insights for how your organization can use creativity as a business tool to spur innovation.
  • Learn how to implement “creative experience development” as part of your innovation process.
  • Discover a framework to coordinate creativity, design, and innovation.

Speakers:
Jay Pattisall, VP, Principal Analyst, Forrester

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Application & Experience Design
Designing The Metaverse

Conflicting views about the metaverse from technology vendors, pundits, and consumers have sown widespread confusion about it, ranging from utopian enthusiasm to skepticism and fear. As a result, many companies ask Forrester what it is and what to do about it.

Attend this session to help steer it away from dystopia by learning:

  • What the metaverse will be — in crystal-clear terms.
  • How the primordial metaverse will emerge.
  • What actions you should take and when.

Speakers:
David Truog, VP, Principal Analyst, Forrester

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Thursday Jun 9

9:30 am – 10:00 am CDT

Keynote Session

Experience Your Customers In 3D

The drastic changes in customer behavior over the past two years have made it more crucial than ever to understand your customers through analytics. This keynote will highlight the most important recent analytical trends that you can leverage to adapt quickly to increasing customer dynamism.

In this session, you’ll learn:

  • How to make sense of the digital customer.
  • Why advanced customer analytics are within reach for everyone.
  • How to make confident decisions in the face of uncertainty.

Speakers:
Brandon Purcell, VP, Principal Analyst, Forrester

10:45 am – 11:15 am CDT

Breakout Sessions

Employee Experience
How To Keep And Grow Frontline Service Workers, The Key To CX Delivery

Since the pandemic, there has been an explosion in the need for frontline service workers. Stores, hotels, hospitals, warehouses, and restaurants report severe shortages for jobs such as warehouse packing and sorting, delivery, food processing, and janitorial work. These hard-to-fill jobs become prime candidates for automation, but is automation ready to take them?

This session will:

  • Help companies understand how automation is affecting the employee experience of frontline service roles.
  • Help attendees understand how to approach automation in a way to maximize instead of undermine EX.
  • Address the worker shortage while making service work more meaningful all at once.

Speakers:
Craig Le Clair, Vice President, Principal Analyst, Forrester

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Leadership & Skills Development
Successful CXOs Focus On Outcomes

The road to CX transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organizational outcomes — and align their work directly with those outcomes — are far more likely to successfully reach their destination.

Participants in this session will learn:

  • What successful CXOs do differently.
  • How to move from support person to salesperson.
  • How to move from stakeholder outcomes to shareholder outcomes.

Speakers:
Su Doyle, CX Exec Partner & Sr Analyst, Forrester
Judy Weader, Senior Analyst, Forrester

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The New Consumer
Customer Expectations For Digital Fluidity Raise The Stakes For CX

From online banking to virtual meetings to remote school, many consumers have engaged through digital channels for the first time — and expect to continue some of these behaviors moving forward. The pandemic even forced the most technology-averse “digital holdouts” and “reserved resisters” to adopt new digital behaviors. As a result, the baseline for digital adoption has shifted. As the distinction between digital and offline experiences continues to vanish, more consumers will expect to see digital embedded into all customer experiences and will expect digital experiences to be seamless.

Through this session, you’ll:

  • Learn how digital adoption trends are changing in the wake of the pandemic.
  • Understand consumers’ evolving expectations for digital experiences.
  • Identify how bold brands are meeting consumers’ evolving digital needs.

Speakers:
Anjali Lai, Senior Analyst, Forrester
Sara M. Watson, Principal Analyst, Forrester

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Digital Commerce
The Future Of Experiences: Connected Insurance Becomes Reality

Many industries operate amid increasing competition and regulatory oversight, but there aren’t many as complex as the insurance industry. Insurance companies are at the forefront of using internet-of-things-enabled devices and related technologies to both elevate the customer experience and improve their financial performance. As such, this sector is a rapidly evolving case study for commerce leaders across many sectors to learn how innovative insurers are investing in technology, people, products, processes, and partnerships to meet consumers’ growing needs and expectations for personalized and digital experiences. In this session, you will learn:

  • How rising consumer expectations and increasing competition from digital-first startups are driving forward-thinking insurers to harness emerging technology and invest in connected insurance capabilities.
  • How brands can leverage connected technologies to enhance digital experiences and improve corporate sustainability efforts and create a greener planet.
  • How to use vendor and partner ecosystems to increase your market presence and improve your financial performance.

Speakers:
David Hoffman, , Forrester

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Customer Service
Elevate The Agent, Elevate The Experience

The customer service agent today is tasked with one of the most difficult and most scrutinized jobs in the enterprise as they deal with frustrated customers, outdated performance metrics, and challenges in their own environments as many work from home. Brands need the right agent-facing digital technologies to improve the customer experience and the agent experience.

In this session, you will learn:

  • What the latest, greatest technologies are for the agent workspace.
  • How to think about the future tech stack for agent-facing technologies.
  • Where to start on optimizing the employee experience for the next-gen agent workspace.

Speakers:
Christina McAllister, Senior Analyst, Forrester

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Application & Experience Design
Now Is The Time To Master Remote User Research

User research has been a core component of product and experience design for decades. But before the pandemic, remote user research was viewed as the cheaper, “better than nothing” alternative to the in-person testing seen as the norm. How times change! From overcoming the observer effect to broadening the potential tester population, we’ve been forced to learn quite a bit about the practical and tactical benefits of remote research. Now, it is time to make remote researching an intentional part of our strategy.

In this session, we will help you:

  • Understand where and when remote user research drives the best insights.
  • Learn how to successfully get rapid feedback from a diverse customer population.

Speakers:
AJ Joplin, Senior Analyst, Forrester

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12:20 pm – 12:50 pm CDT

Keynote Session

Pandemic Or The Next Peril: Brand-CX Alignment Is Critical For The Health And Growth Of Your Company

The pandemic may have brought about a monumental change in how brands go to market, but some things haven’t changed. Chief among them, the need to align a brand’s promise with its customer experience. If anything, the swell of crisis has upped the ante on brands getting this alignment right or risk losing relevance in a market already characterized by rapidly shifting consumer attitudes and preferences.

In this keynote, Forrester analysts will explore both the synchronization of your brand and CX to demonstrate how together they create value, and ensure your customer and company are aligned.

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester
Pete Jacques, Principal Analyst, CX Index, Forrester

12:55 pm – 1:30 pm CDT

Closing Keynote

Five Universal Truths About CX That Stand The Test Of Time

Ten years ago, Forrester wrote the book on customer experience: Outside In. This year, we looked back at what we wrote and found five truths about customer experience that haven’t changed despite the upheavals in our world. These are the fundamentals you can count on, because they are essential to business success.

In this session, you’ll learn:

  • Five truths about CX that will still be important in 2032 and beyond.
  • Why CX discipline is essential to profiting from these truths.

Speakers:
Harley Manning, VP, Research Director, Forrester

*Times subject to change.