CX
North America

June 7 – 9, 2022  |  Nashville & Digital Experience

Forrester Certification

Forrester’s certification on strategic concepts such as customer obsession, economic impact value, and others creates the momentum necessary within your organization to lead change and activate a cultural transformation for success. Join us for a sample from our course, then go on to explore the course experience in the online learning platform. Learn more about Certification here.

Session information below.

Please note: A version of these sessions will be available in the digital experience.

Monday, June 6

Leading Change: Understanding The Human Experience Of Change
2:00-3:30 pm CDT

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.

Speakers:

Jenna Wohead, Director, Certification, Forrester
Katy Tynan, Principal Analyst, Forrester
Patrick Hayes, Product Manager, Certification, Forrester

Wednesday, June 8

Mastering CX Workshop: Take A Systematic Approach To Ensure CX Success
8:30-9:30 am CDT

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

Diversity, Equity and Inclusion

Diversity, equity and inclusion are part of the fabric of Forrester’s culture. The company was founded more than 35 years ago with the fundamental business principle that challenging, contrasting, and diverse perspectives — comprised of different views, experiences, and backgrounds — fuel quality research and make us stronger and better as an organization.

For that reason, we are excited to offer sessions focused on diversity, equity and inclusion initiatives. Visit the event agenda for sessions featuring DEI. Select sessions listed below.

Friday, June 3

Fireside Chat: How 2020’s Breaking Point Enabled Progressive Inclusion Strategies
2:00-2:30 pm CDT

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 & Finding Our Why
  • The 3-phased project & 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, Senior Consultant, Forrester

Monday, June 6

Workshop: CX Design Practices For Creating Diverse, Equitable, And Inclusion Organizations
2:00 pm – 4:00 pm CDT

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. This session is limited to 30 participants. Scheduling will open one week prior to the event.

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

Tuesday, June 7

Are Your Experiences Inclusive? Here Is How To Assess Them
1:45 pm – 2:15 pm CDT

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 Biyikli, Researcher, Forrester
Ian Jacobs, VP, Research Director, Forrester

Wednesday, June 8

Beginning To Belong: Unlocking The Power Of Inclusion At Work
11:45 am – 12:15 pm CDT

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

Executive Leadership Exchange

For Qualified Executives Only

The Executive Leadership Exchange (ELE) is an invitation-only program for qualified CX, Marketing and Digital C-level executives. The program will expand on the Forrester thought leadership presented at the conference and create a private C-level executive network supporting leaders’ priorities. Facilitated networking sessions will be offered that target best practices aligned to executive priorities. The Executive Leadership Exchange is a one day program.

This program is offered by invitation only. Invitations will be extended closer to the event date. To be approved to attend, applicants must not report into any higher CX, marketing, or digital executive in their organization. Please contact events@forrester.com with any questions.

Exclusive Agenda

Recommended Executive Agenda

Take Forrester’s guidance on which sessions to attend as a CX, marketing or digital leader from the entire conference.

Private Executive Sessions

Attend private sessions featuring exclusive-panels and presentations from Forrester analysts.

Analyst Access

Priority Analyst 1-on-1 Booking

Receive priority booking for 1-on-1 networking and guidance meetings with our best-in-class analysts & experts.

Exclusive Analyst Networking Sessions

Identify challenges and solve problems in small group collaborations with Forrester Experts.

Networking

Private Executive Roundtable

Facilitated by Forrester team members who specialize in leading C-level networking discussions pointed at meaningful outcomes.

Private ELE Networking Lounge

Connect with your peers during the conference at the exclusive sessions and in a private networking lounge on-site.

Detailed Agenda

Tuesday, June 7

5:30 pm | Exclusive Reception

Join the private networking reception Tuesday evening for cocktails and hors d’ouevres with fellow ELE attendees.

Wednesday, June 8

12:50 pm | Exclusive Lunch & Networking

Sit-down meal featuring opportunity for attendees to interact with their peers and Forrester to discuss the goal of this year’s ELE program and how it can help address all of your executive priorities.

1:50 pm | Opening Remarks

Speaker:

Ron Rogowski, VP, Executive Partner, Forrester

2:00 pm | Leadership For Customer Obsession

Organizations that want to provide a great customer experience must put customers at the center of their leadership behaviors, strategy, and everyday operations. Forrester calls this approach customer obsession. Leadership is the lynchpin that holds customer obsession together — leaders must exhibit four types of behavior to create strategies and environments that let employees focus on customers.

During this interactive session with Forrester VP and Principal Analyst Rick Parrish, participants will:

  • Learn about the four types of leadership behaviors that enable customer obsession.
  • Explore best practices for exemplifying these leadership qualities.
  • Discover their own leadership traits by taking Forrester’s 20-question customer obsession leadership self-assessment.
  • Discuss practical next steps to improve their ability to enable customer obsession and, ultimately, better customer experiences.

Speaker:

Katy Tynan, Principal Analyst, Forrester

2:45 pm | Executive Roundtable Discussions: How To Drive Customer Obsession

Join fellow delegates of the Executive Leadership Exchange for a rich, facilitated networking session that targets best practices aligned to executive priorities. Identify challenges and solve problems in small group collaborations with Forrester experts who specialize in leading C-level networking discussions pointed at meaningful outcomes.

3:15 pm | Coffee Break

3:35 pm | Ask Me Anything: The High Stakes of Virtual Culture: Your Anywhere Work Advantage

Join Katy Tynan following her opening keynote for an exclusive opportunity to ask Katy your questions. During Katy’s keynote, she will deliver the theory and the practice to help you define your strategy for a strong culture in an anywhere work world. Come prepared with your questions for Katy.

Speaker:

Katy Tynan, Principal Analyst, Forrester

4:10 pm | Closing Remarks

5:30 pm – 6:45 pm | Live Performance 

Enjoy VIP access to a special concert featuring a top act from the local Nashville music scene.

Industry Streams

In addition to offering an agenda packed with thought leadership and guidance on how to help your organisation get out in front, we are happy to be offering Industry Streams. These streams are Forrester-led programs that zero in on the priorities and topics that are top of mind and tailored to specific industries.

Session information below.

Please note: These sessions will be available in-person only.

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, Principal Analyst, Forrester

The Top Five Trends To Tackle For Success In The Future Of Healthcare

The future of healthcare is upon us, and there are key trends that healthcare organizations (HCOs) must tackle today to set themselves up for success in the new paradigm. In this discussion, we will highlight how intelligent platforms can enable equity and trusted relationships with patients and drive a more connected and proactive ecosystem. We will begin with a data-driven discussion on how consumer expectations have evolved and what trends will have a lasting impact on healthcare. Next, we will dig deeper on what technologies are necessary to win in a digital-first future and how healthcare organizations can future-proof their environment with key technological updates, adaptable clinical workflows, and investment in technologies that enable the digital front door, virtual care, hospital-at-home, AI, digital therapeutics, and more. We will discuss how “digital first” does not mean “digital only” and how HCOs must balance digital experiences with empathy, usability, accessibility, and then use them to complement physical, in-person experiences.

During this session, attendees will learn:

  • How consumers want to engage in a digital-first future.
  • What trends will have staying power beyond the pandemic.
  • What this allmeans for healthcare innovators.

Speakers:
Natalie Schibell, Senior Analyst, Forrester

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, wealth management, and insurance.
  • 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

Bring Your Team

“If you want to go fast, travel alone. If you want to go far, travel together.” CX North America Forum provides a broad and deep agenda to maximize learning and networking opportunities for groups of attendees from the same company.

Take another look at the agenda today. Browse some sessions you think would interest your team. See for yourself why it really is smarter to “travel together” when you come to this year’s CX North America Forum.

Small Team

Pricing incentive for teams of 5-9 paid attendees from the same enterprise.

  • Discounted Tickets: Receive 5 tickets for the price of 4 in one transaction. No code required, add 5 tickets to your cart and receive 20% off.

 

Large Team

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

  • Priority 1-on-1s: Advanced access to book (2) 20-min 1-on-1 meetings before the general public.
  • Team Meeting With Analyst: Unique opportunity for teams of 5 to meet with an analyst and receive expert guidance on specific challenges.
  • Private Team Space: Private space for your team to get together and collaborate onsite.
  • VIP Seating in Keynote Room: Premier seating reserved for VIP attendees
  • Access to VIP Lounge: An exclusive space for a VIP attendees to use at their leisure. The lounge will be equipped with refreshments, charging stations and more.
  • VIP Badge: Unique name badge identifier to signify VIP-level status.