Agenda
Bold Starts: Monday
Jun 17- 2:00 pm – 5:00 pm CDT Forrester Women's Leadership Program
- 2:30 pm – 5:00 pm CDT Workshops: CX Index Healthcare & CX Capabilities
- 5:15 pm – 6:00 pm CDT Musical Experience: Team Anthem
- 6:15 pm – 7:15 pm CDT Reception
- 6:30 pm – 7:30 pm CDT ELE Networking Reception
Tuesday
Jun 18- 8:00 am – 9:00 am CDT Breakfast
- 9:00 am – 10:45 am CDT Opening Remarks & Keynotes
- 10:45 am – 11:30 am CDT Marketplace Break & Networking
- 11:30 am – 12:40 pm CDT Breakout Sessions & Case Study Sessions
- 12:50 pm – 1:55 pm CDT Lunch & Marketplace
- 12:50 pm – 1:45 pm CDT ELE Exclusive Lunch
- 2:05 pm – 3:55 pm CDT Breakout Sessions & Case Study Sessions
- 4:10 pm – 4:40 pm CDT ELE Workshop
- 3:25 pm – 4:40 pm CDT Skill Building Workshop
- 3:55 pm – 4:35 pm CDT Marketplace Coffee Break & Networking
- 4:35 pm – 5:05 pm CDT Keynote Session
- 5:10 pm – 5:40 pm CDT Customer-Obsessed Enterprise Award Winner & Closing Remarks
- 5:40 pm – 6:40 pm CDT Reception
- 6:30 pm – 8:30 pm CDT ELE Exclusive Dinner
Wednesday
Jun 19- 8:30 am – 9:30 am CDT Breakfast
- 9:30 am – 10:50 am CDT Welcome Back + Keynote Sessions
- 10:50 am – 11:35 am CDT Marketplace Break
- 11:00 am – 11:30 am CDT ELE: Q&A with Leadership Award Winners
- 3:25 pm – 12:15 pm CDT Skill Building Workshop
- 11:35 am – 1:00 pm CDT Breakout Sessions & Case Study Sessions
- 1:10 pm – 2:15 pm CDT Lunch & Marketplace
- 1:10 pm – 2:00 pm CDT ELE Networking Lunch
- 2:25 pm – 3:50 pm CDT Breakout Sessions & Case Study Sessions
- 3:50 pm – 4:30 pm CDT Marketplace Break & Networking
- 4:35 pm – 5:45 pm CDT Keynote Sessions
- 5:45 pm – 7:45 pm CDT Reception & Special Entertainment
Thursday
Jun 20- 8:30 am – 9:30 am CDT Breakfast
- 9:30 am – 10:40 am CDT Breakout Sessions & Case Study Sessions
- 10:40 am – 11:15 am CDT Marketplace Break & Networking
- 11:25 am – 11:55 am CDT Breakout Sessions
- 12:10 pm – 12:45 pm CDT Keynote Session & Closing Remarks
Bold Starts: Monday Jun 17
Forrester Women's Leadership Program
Community. Advancement. Change.
The Forrester Women’s Leadership Program focuses on building community and advancing women in the organization by breaking down barriers and overcoming challenges. Learn advancement strategies and engage in conversations about developing meaningful relationships with women across CX, B2C Marketing, and Digital. All are welcome to join!
The Forrester Women’s Leadership Program will:
- Build Community
- Inspire Change
- Drive Advancement
- Foster Allyship and Individual Empowerment
- Facilitate Meaningful Connections
This year we’ll explore the impact GenAI has on women in the workplace. The last 18 months have brought GenAI to the forefront of the conversation around how work gets done. AI holds both risks and opportunities for women in the workplace. Bias in training data has the potential to infuse GenAI-based content, perpetuating existing issues. But learning to leverage GenAI brings the potential to accelerate career growth, optimize work, and improve outcomes. In this half-day workshop we’ll use the power of community to seek out solutions, build human connections, and better understand the promise and the pitfalls of GenAI on women at work.
2:25 pm | Fireside Chat: Innovation, Authenticity, And Leadership In The Age Of AI
AI touts big benefits for business leaders: richer insights, speed, efficiency, and increased productivity. But it also creates new risks for women’s progress in the workplace. Algorithmic bias can reinforce entrenched gender stereotypes and a large percentage of the jobs at risk for displacement by AI are traditionally held by women. During this fireside chat, Cory Munchbach, CEO, BlueConic and Emily Collins, VP, Research Director, will discuss:
- Issues and successes with AI development and adoption
- The unique strengths of women leaders in times of change
- The importance of inclusivity and diverse workforces in turning AI risk into potential
- The role mentors, allies, and networking play in women’s advancement
Speakers:
Emily Collins, VP, Research Director, Forrester
Cory Munchbach, Chief Executive Officer, BlueConic
3:15 pm | Panel: Empowering Women in AI: Navigating CX, UX, and D&I for a Future of Inclusivity
In a world of AI, where does CX, UX and D&I align? In this panel discussion we’ll discuss the important role that women play in introducing and advocating for the future of AI. This conversation will explore:
- What role does effective communication and collaboration between data scientists, CX/UX designers, and DEI specialists play in maximizing the benefits of AI for women in the workplace?
- How might we help organizations ensure AI-driven strategies prioritize inclusivity, mitigate bias and promote equitable outcomes across all aspects of the customer journey and workplace culture?
- As AI assistants enter your respective domains of expertise, what are you telling young leaders to lean in to learn to succeed in the future of your domain alongside AI? / “Should women stock up on hyper-specific weird, or wide-ranging skill sets to succeed in the next 5 years with AI?
Speakers:
Kim Herrington, Senior Analyst, Forrester
Fadjanie Cadet, Director, Diversity & Inclusion, Forrester
Christie Sandoval, Senior Vice President, Customer Experience, T-Mobile
4:15 pm | Community Roundtables
Focused on Career Development, Work-Life Balance, Negotiation, Building Networks
First Look: The US Health Insurers Customer Experience Index, 2024
Over the years, the US health insurer industry has made steady – but painfully slow – progress in our CX Benchmark study. Session participants will get the first look at Forrester’s latest data on the industry and learn how to drive better health insurance experiences.
During this interactive session, participants will:
- Explore Forrester’s latest CX Index data for the industry.
- Learn about the top drivers of US health insurer CX quality.
- Engage in open Q&A, to fuel their success on these drivers.
Speakers:
Judy Weader, Principal Analyst, Forrester
Arielle Trzcinski, Principal Analyst, Forrester
Workshop: Make Sure Your CX Capabilities Are Mission-Ready
Enable your customer experience function to optimize value for customers, and for your business. Identify why your organization invests in CX (growth, profitability, retention, innovation) and take stock of your capabilities to deliver. By attending this hands-on session, you’ll have tools to:
- Reframe how your team (CX, Marketing, Digital) is driving CX value against organizational objectives.
- Evaluate how effectively you are equipped to achieve your goals.
- Articulate what to own, upskill, collaborate on, and outsource.
This session applies to B2C and B2B audiences.
Speakers:
Su Doyle, Senior Analyst, Forrester
Kara Hoisington, Principal Consultant, Forrester
Forrester CX Summit Certification: Take A Human + AI Approach To CX
The Certification Program at this year’s CX Summit is designed to help leaders and teams harness the power of human + AI to better understand customers and create meaningful, differentiated experiences. Guided by a hands-on project to capture key takeaways and ideas for the future, attendees on the Certification track will get a curated schedule of recommended sessions to help them hone their customer-obsessed approach to human + AI while having space to explore other great sessions and activities throughout the event. To earn a certification credential with Forrester, attendees will be required to fulfill the following completion requirements:
- 1 Kick-off Certification workshop taking place June 17, 3:00 pm – 5:00 pm CDT
- 3 AI Keynote sessions
- 4 Breakout sessions, one from each of the four AI tracks
- 1 Wrap-up networking lunch taking place June 19, 1:10-2:15 pm CDT
- 1 Certification reflection workbook
Speakers:
Max Ball, Principal Analyst, Forrester
Patrick Hayes, Product Manager, Certification, Forrester
Musical Experience: Team Anthem
Join us to craft a CX Summit Anthem led by talented musicians. No musical experience needed – just your enthusiasm! Stand alongside your fellow attendees, singing the song you helped create, guided by musicians who’ve rocked out with music legends. Get ready for an exciting experience that fosters connections and creates unforgettable memories.
Welcome Reception
Join us for refreshments and light appetizers. All registered attendees are welcome.
Executive Leadership Exchange (Invite-Only): Networking Reception: Meet Your Peers
Join us for a pre-conference reception where you can network with Forrester experts and industry peers who will be part of the ELE program throughout the event.
Tuesday Jun 18
General Breakfast
Opening Remarks
Speakers:
Sharyn Leaver, Chief Research Officer, Forrester
Keynote: Forge Boundless Experiences With Humans + AI
Leaders are rapidly infusing customer experiences, marketing efforts, and digital properties with AI. But winning companies will infuse them with humans + AI, harnessing the power of employees, partners, and customers themselves to create boundless experiences. We’ll discuss:
- Why boundless experiences are replacing traditional customer lifecycles.
- How humans + AI can deliver boundless experiences.
- How to prepare your employees with the right skills to thrive as humans + AI.
Speakers:
J.P. Gownder, VP, Principal Analyst, Forrester
Guest Speaker
To be announced
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Attend one session:
10:50-11:00am - BlastX: Building Brand Loyalty with Zero-Party Data
Authentic experiences are based on brands connecting with their customers. These million moments of truth come from the fabric of your brand and customer data. Successful leaders understand how, where, and when to deploy their brand as an asset leveraging rich customer data. Join our session to learn how to leverage Zero-Party Data to build brand permission, scale, and drive personalized experiences.
Speakers:
Brian McIntosh, Chief Consulting Officer, BlastX Consulting
11:05-11:15am - Forethought: Driving CX Excellence with AI: Practical Insights for Leader
Join us to learn how AI is reshaping the CX landscape. Explore practical strategies and real-world examples of how Forethought’s AI solutions empower leaders to enhance customer interactions, reduce agent workload, and optimize deflection rates. Gain actionable insights to drive excellence in CX and achieve measurable business impact.
Speakers:
Deon Nicholas, Co-founder, CEO, Forethought
11:20-11:30am - SurveyMonkey: How Golden State Warriors Shoot & Score on NPS
Want to see your NPS score jump higher than Steph Curry? The Golden State Warriors drove a 19% NPS increase by listening directly to fans at critical touchpoints to put the customer’s voice at the center of data driven decisions. Learn how SurveyMonkey empowered the Warriors to really understand expectations and desires – not only to drive strong metric improvements, but to guide this evolving brand from a sports team to a full-on live entertainment company.
Speakers:
Sofia Knutson, Senior Solutions Engineer, SurveyMonkey
Skill Building Workshop | Storytelling Essentials: Discovering your Roles, Goals, and Values.
Today, attention spans are short, trust in data is low, and your teams are distributed across the globe. So how do you communicate a lasting vision and inspire cohesive alignment? It begins with self-reflection and authenticity- not corporate KPIs. Come to this workshop to:
- Learn how to fascinate your audience and motivate them to know, like and trust you.
- Re-direct frustration about sensitive topics to focus on policy change, not the persona presenting.
- Discover a transition sequence that can replace traditional agendas and inspire audiences to lean in.
Speakers:
Kim Herrington, Senior Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.
Attend one session:
Acxiom: Feeding the Machine Responsibly: Consent as the Key to Ethical AI
Are you equipped to navigate the complexities of today’s marketing ecosystem, innovate with technology, and make informed decisions? Join this session to understand the role of AI and how to handle it with vigilance and curiosity to build authentic relationships with customers. Learn how to embrace consent, avoid bias, and feed your AI with the right data for the best results. You’ll hear real world examples of AI in practice – both the successes and the pitfalls to avoid.
Speakers:
Jason Alan Snyder, Global Chief Technology Officer, Momentum Worldwide
Dustin Raney, Director of Identity Innovation, Acxiom
Concentrix: Learning from Leaders: Solving Persistent CX Challenges
CX and VOC leaders are under pressure to find solutions to problems that have plagued them for years. Even with the rise of GenAI, too many obstacles – from internal silos to disengaged C-suites – continue to hinder forward progress. Join Concentrix and CX leaders from three Fortune 500 brands, as they discuss the most pressing issues CX pros are facing and share winning stories that showcase how these leaders have put solutions into action.
Speakers:
Kaitlen Elmore, Sr. Director, Voice of the Customer Programs, Concentrix
Charles Bates, Manager, Business Operations Services (BOS) Customer Care Group, American Honda Finance Corporation (AHFC)
Andy Rieger, Sr. CX Manager, Hill’s Pet Nutrition
Gina Massa, Sr. Director, Voice of the Customer Programs, Concentrix
NICE: AI in Action: Real Results and Innovation in ONE’s CX Strategy
What if you could improve experiences before, during, and after every interaction? With a holistic view of every customer conversation, Open Network Exchange (ONE) transformed its CX strategy. Now, ONE can understand every customer’s needs and actively use this data to improve CSAT, agent experience, operational efficiency, and more. Join us to hear ONE’s results and learn best practices for improving CX with AI at your organization!
Speakers:
Kristie O’Donnell, Director, Product Pre-Sales, Nice
Observe.AI: Gen AI-based conversation intelligence with human-centric controls.
Businesses are looking to Generative AI to analyze contact center interactions, turning unstructured data into insights that drive operational efficiencies in their business. Combining Conversation intelligence with Gen AI enables better customer experience in every interaction. Large language models (LLMs) combined with a human-centered approach can help achieve unparalleled accuracy and smarter interactions that can increase revenue, efficiency, and compliance.
Speakers:
Milind Pansare, VP Product, Observe.AI
Claudia Lee, Sr.Product Manager, Observe.AI
Lunch & Marketplace (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:50-1:55pm CDT | Lunch & Learn Session (In-Person Only)
This session will have limited capacity and is first come, first served. Lunch will be provided.
Executive Leadership Exchange (Invite-Only): Exclusive Lunch with Analyst-Led Topic Tables
Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for B2C Marketing, CX, and Digital leaders. Topics include, Leadership, Employee Engagement, Tomorrow’s Consumer, AI and Digital Business Strategy and more.
Speakers:
Jonathan Roberts, Senior Analyst, Forrester
David Johnson, Principal Analyst, Forrester
Katy Tynan, VP, Principal Analyst, Forrester
Audrey Chee-Read, Principal Analyst, Forrester
Sucharita Kodali, VP, Principal Analyst, Forrester
Brandon Purcell, VP, Principal Analyst, Forrester
Su Doyle, Senior Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.
Attend one session:
Callminer: Calibrating NPS with AI to REALLY understand customers
How can you combine AI and NPS strategies to contribute to a holistic view of the customer and deliver the best possible customer experience, every time? Discover how Gant Travel is doing this using AI-powered sentiment analysis derived from customer conversations to bridge the gap between predictive and deterministic NPS. You’ll leave with new insights regarding best practices to understand and share customer intelligence, and actionable strategies to enhance your organization’s CX.
Speakers:
Jim Conner, Director of Operations, Gant Travel
M.J. Johnson, Sr Director of Product Marketing , CallMiner
CSG: Navigating the New CX Landscape: Experience-led Growth
Join us as industry luminaries converge to unveil the transformative currents shaping CX strategies. In this dynamic discussion, we’ll dissect the five pivotal shifts in traditional CX wisdom and provide actionable insights to navigate this evolving paradigm. We’ll move beyond mere buzzwords, equipping you with tangible strategies to thrive in the new CX era. From debunking outdated notions to embracing forward-thinking approaches, we’ll empower you to adapt swiftly to emerging trends. Oh, and buckle up for a fresh perspective on AI that defies expectations.
Speakers:
Mark Smith, SVP of Customer Experience, CSG
Qualtrics: Powering Cultural & Organizational Transformation with Omni-Channel CX
Are you struggling to get your organization to action your insights? Not seeing the impact of driving a customer-centric culture? Learn from Qualtrics on how they’re extending the influence of their omnichannel customer experience program to power their organizational transformation, including a tangible change in creating a customer-centric culture. Discover insights from successfully implementing this strategy and creating an operating governance model, helping you put CX at the center of your company’s operating rhythm.
Speakers:
Brandon Hanson, Global Contact Center CX GTM + Product Marketing, Qualtrics
Zoom: AI-Powered Growth: Vensure's Success Story
Join Andrew Lindley of Vensure Employer Services as he discusses how they’ve deployed AI-powered solutions and high-quality multi-channel support with Zoom Contact Center and Zoom Virtual Agent. He’ll delve into his selection process and explore how these solutions have accelerated Vensure’s global growth, improved call resolution times, increased first-call resolution rates, and enhanced client care worldwide.
Speakers:
Andrew Lindley, Global CIO, Vensure Employer Services
Breakout Sessions
Skill Building Workshop | The OG of Relationship Marketing: Using Email Marketing To Connect With Your Customers
Amidst all of the innovation and consternation about generative AI, isn’t it a relief to know that you already have, in your current toolkit, the key to solid customer relationships? Email marketing is the most cost-effective way to sell to, engage, build relationships with, and collect data from your customers. And yet, most marketers pooh pooh its usefulness, preferring other flashier, more complex modes of customer interaction. In this workshop we bring sexy back to the OG of relationship marketing: email.
- How can you use email to build or deepen customer relationships?
- How does Forrester’s Email Marketing Review methodology help you master the fundamentals your email programs need?
- How good are your emails at the basics?
Attendees should expect to learn Forrester’s email review methodology and apply it to their own and other attendee emails.
Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Attend one session:
4:00 - 4:10pm - Qualtrics: Leveraging AI in CX for Personalized Customer Journeys
In today’s digital age, customers expect a seamless and consistent experience across all channels when interacting with a brand. AI will play a critical role in driving personalization at scale. We’ll explore the connection between AI, Customer Experience, and your technology stack. Through real-world examples and best practices from industry leaders, we will discuss how organizations can integrate their customer touchpoints to create personalized and holistic experiences that drive increased customer lifetime value.
Speakers:
Manesha Powar, Head of Product Management, Qualtrics
4:15-4:25pm - Genesys: Fireside Chat
Modivcare experience with Genesys transformation
Speakers:
Richard Kasper, VP Automated Communications, Modivcare
Executive Leadership Exchange (Invite-Only): Organizational Effectiveness Workshop
One key executive can use to unlock success is to sharpen organizational effectiveness. In this working session, Analyst Betsy Summers will share a framework to evaluate how you are working, where you are winning and what you should focus on to accelerate results.
Speakers:
Betsy Summers, Principal Analyst, Forrester
Keynote: Introducing Your Future AI Consumer
Forget robots and machines — the future consumer will be an AI copy of you. As AI integrates into our daily lives, businesses will need to account for a new demographic. This is critical — while consumers may have a shallow understanding of AI, their actions hint at a different story. In this session:
- Understand the latest data on how consumers engage with AI (specifically, generative AI).
- Learn about the evolving relationship between brands and consumers in the world of AI.
- Meet your AI consumer of the future.
Speakers:
Audrey Chee-Read, Principal Analyst, Forrester
Keynote: 2024 Customer-Obsessed Enterprise Award Winner
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2024 North American award winner.
Executive Leadership Exchange (Invite-Only): Exclusive Dinner
Join us for a relaxing dinner and bond with peers as you share insights from Day 1 and look ahead to the rest of the conference.
Reception
Wednesday Jun 19
General Breakfast
Welcome Back
Speakers:
Rick Parrish, VP, Research Director, Forrester
Keynote: One Strategy To Rule Them All
Having separate CX, marketing, and digital strategies checks administrative boxes but doesn’t provide the unity necessary for success in the fast-approaching world of boundless, AI-powered commerce. To reach that height, you’ll need one strategy that orchestrates and directs activities to support customer-obsessed growth. In this session, you’ll learn:
- The latest data about how CX, marketing, and digital teams approach strategy.
- Why it’s important to unify these strategies.
- How to start unifying these strategies so that your company can thrive in a world of boundless experiences.
Speakers:
Judy Weader, Principal Analyst, Forrester
Keynote Panel: Forrester’s 2024 Customer-Obsessed Leadership Award Winners
Forrester’s 2024 Customer-Obsessed Leadership Award recognizes senior leaders who exemplify customer obsession. Join us in speaking with Forrester’s 2024 Leadership Award winners so you can:
- Gain insights into how these leaders put customers at the heart of their business.
- Apply a customer-obsessed mindset to your own initiatives and your organization.
- Align across your organization to put the customer at the center of everyone’s work.
Speakers:
Jen Sanning, Executive Partner, Forrester
Marketplace Coffee Break & Coffee Chat (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Attend one session:
10:55-11:05am - NICE: Transforming Customer Experience with NICE Enlighten Suite
NICE Enlighten Suite revolutionizes customer experience management with its trio of powerful solutions: Enlighten CoPilot, Autopilot Knowledge, and Enlighten Actions. CoPilot empowers contact center agents with real-time guidance and insights, while Autopilot Knowledge automates knowledge management with AI-driven content creation and curation. Enlighten Actions orchestrates seamless omnichannel engagement, ensuring consistent and personalized experiences across all touchpoints. Together, these solutions drive enhanced customer satisfaction, increased agent productivity, and improved operational efficiency, enabling businesses to thrive in today’s competitive landscape.
Speakers:
Jason Schoch, Pre-Sales Engineer, NICE
11:10-11:20am - CSG: Targeting Customer Experience "Paper Cuts" for Quick Wins
In today’s competitive landscape, where 64% of customers prioritize speed alongside price, achieving extraordinary CX requires a strategic focus on the everyday moments that matter. While grand gestures have their place, it’s the swift and seamless experiences that often win the day. But how can you start realizing measurable success in mere months, rather than years? Join CSG’s spotlight session to discover how to achieve rapid wins by targeting small, often overlooked “paper cuts” in the customer journey that can yield BIG, immediate results. Learn how to identify and optimize microjourneys—lasting mere seconds but yielding lasting growth. In this session, uncover industry best practices for swiftly leveraging pre-built customer journeys that seamlessly integrate with your existing systems. Gain the expertise needed to zero in on the simple moments that truly resonate with your customers.
Speakers:
Brandon Sailors, Vice President, CX Strategic Accounts, CSG
11:25-11:35am - FullStory: Behavioral Data: Outpace the Competition & Ensure Customer Satisfaction
Businesses need to predict what customers want and create personalized experiences to gain a competitive advantage and drive revenue. They need to deliver customized, tailored interactions that increase customer acquisition, improve loyalty and increase satisfaction. Join Fullstory’s Phil Simpson to learn how Data + CX teams can work harmoniously together to automate the data collection process, uncover the behavioral context behind customer action, and deliver next level personalization.
Speakers:
Phil Simpson, SVP Global Sales, FullStory
Executive Leadership Exchange (Invite-Only): Q&A with 2024 Customer-Obsessed Leadership Winners
Even those who have successfully stepped up their organizations over the past two years have rightly asked if they have what it takes to continue doing so in 2024. This session will allow participants to engage in a Q&A session with a panel of recognized customer obsessed leaders. Come with your questions and your perspective on what it takes to lead in 2024.
Speakers:
Eric Epstein, VP, Executive Partner, Forrester
Melissa Gill, VP, CX Executive Partner • Executive Program, Forrester
Skill Building Workshop | Learn How To Facilitate Workshops That Get Results
Are you struggling to “get everyone on the same page”? Do you find yourself going from person to person to get consensus on ideas? Or worst of all, are you at a loss for how to manage the loudest people in the room when you finally bring everyone together in a workshop? Fear not! There’s hope:
- Learn how to design workshops that move teams from questions to action.
- Facilitate productive collaboration and alignment, no matter how many people are involved.
- Leverage key facilitation methods and principles to create a workshop prototype.
Speakers:
AJ Joplin, Senior Analyst, Forrester
Breakout Sessions + Ask An Expert
Case Study Sessions (In-Person Only)
Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.
Attend one session:
Calendly: How DocuSign Accelerates Customer Value with Automation
DocuSign will share its customer success team’s approach to automation, resulting in customers seeing value from the digital signature company 3-5 days faster and a 20% increase in the internal team’s billable utilization. From onboarding to renewals, every phase of the meeting experience is fundamental in their team’s ability to deliver greater value across the customer journey. And yet, research says 1 in 4 workers waste 3 – 4 hours a week on scheduling alone. Learn how your team can use scheduling automation to engage customers more strategically and seamlessly while establishing an internal culture of efficiency and flexibility.
Speakers:
Brad Thomas, Senior Customer Onboarding Program Manager, DocuSign
Joel Knight, Head of Customer Success, Calendly
Thematic: Fast and Flexible: How Research at DoorDash delivers more with less
Just like with CX teams, the halcyon days that Research teams enjoyed before the pandemic are a distant memory. Tech sector teams saw headcount reductions, slashed budgets, and were asked to do more, faster, with less. Leading up to – and through these turbulent times – DoorDash’s Research organization adapted with a multi-pronged approach to delivering the insights and data the rapidly growing organization needed. Building for a scrappy, flexible, fast new world has taken a combination of reorganization, democratization, process, and tools (like Thematic). Learn how their strategy, framework – and critical learnings – have borne fruit in the past year.
Speakers:
Zach Schendel, Head of Research, DoorDash
Lunch & Marketplace (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Lunch & Learn Session (In-Person Only)
This session will have limited capacity and is first come, first served. Lunch will be provided.
Executive Leadership Exchange (Invite-Only): Networking Lunch | Turning Insight Into Leadership
In this working session, Analyst Angelina Gennis will facilitate an Executive Peer Exchange of take-aways, ideas and next steps to activate learnings from CX Summit. Learn how to lead and intentionally create a culture that elevates individual, team and organization outcomes.
Speakers:
Angelina Gennis, Senior Analyst, Forrester
Lunch (Invite-Only): Certification Program Wrap-Up
Join your peers to reflect on the program and discuss key takeaways. Put the finishing touches on your workbook and submit it during this lunch.
Breakout Sessions + Ask An Expert
Case Study Sessions (In-Person Only)
Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.
Attend one session:
InMoment: Foot Locker Drives Loyalty Through Integrated CX
Join us to explore how Foot Locker leverages InMoment’s innovative CX tools to elevate, personalize, and create a more predictive customer experience strategy. Learn about their journey from fragmented feedback collection to a unified, AI-powered analysis, surfacing real-time improvements, streamlined support, immense cost savings, and a personalized approach to customer satisfaction that drives competitive advantage in the dynamic world of sneaker culture.
Speakers:
Tyler Saxey, Sr. Director OMNI Global VOC and Care Solutions, Foot Locker
Uniphore: Building Your AI Blueprint for Customer Experience
CX is a multi-threaded issue that tackles diverse problems across the organization. CX leaders are trying to grow the business, improve operational efficiencies, enhance employee experience to avoid attrition, all while aiming to provide frictionless and personalized customer experiences. And for leading companies, AI is helping. However enterprises have invested hundreds and millions of dollars on AI in the last few years. How do they up the ante for the next wave of AI transformation? Nearly half of contact center leaders don’t have a defined blueprint for AI transformation in a recent survey polled in Feb 2024. Come and hear Sylvain Tremblay, Chief Revenue Officer at Uniphore discuss the ideal AI blueprint to accelerate the next wave of AI transformation. In this session you will learn: How can enterprises first get access to AI-ready data Leverage LLM-based analytics and insights to make informed decisions on next steps Use Generative AI and Knowledge AI to drive next wave of AI transformation
Speakers:
Syvain Tremblay, Chief Revenue Officer, Uniphore
Marketplace Coffee Break & Coffee Chat (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Attend one session:
4:15-4:25pm - Zoom CX: AI-Powered Agent Efficiency Demo
Join us for a transformative journey into the world of customer service with Zoom CX. Witness first hand how AI is turning agents into superheroes. Walk through a day in the life of an agent and witness how Zoom CX is serving up real-time data, reducing repetitive tasks, and improving productivity. This is your chance to see how you can revolutionize your customer experience strategy – join us and discover the future of CX!
Speakers:
Michelle Couture, Global Lead for Customer Experience Product Marketing, Zoom
Keynote: Align To Win: CX, Digital, And Marketing
For one “boundless experience” strategy to succeed, three critical disciplines must converge in perfect unison to deliver that singular business strategy. Success will spur growth; failure will portend irrelevance in a rapidly evolving, hyper-competitive market. In this session, you will:
- Learn how alignment affects performance and revenue growth.
- Get a clear idea of what successful alignment looks like.
- Hear from business leaders about what worked (and what did not).
Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester
Guest Speaker
To be announced
Reception
Thursday Jun 20
General Breakfast
Breakout Sessions
Case Study Sessions (In-Person Only)
Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, Marketing, and Digital technologies and services.
More information to come.
Marketplace Coffee Break & Coffee Chat (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Breakout Sessions
Keynote: Build-Borrow-Buy-Bot Your Way To A Successful Talent Strategy
For two decades, companies have been relying on hiring the right people at the right time to get work done, and old habits die hard. But generative AI is here to bring mischief and mayhem to your plans, and you are going to need new habits to meet the talent challenges of tomorrow. In this session, you’ll learn:
- Why talent acquisition is breaking under the strain of AI-enabled applicants.
- What tools you’ll need in your workforce strategy toolbox in a talent-constrained world.
- Who is doing it well and what you can learn from them.
Speakers:
Katy Tynan, VP, Principal Analyst, Forrester
Closing Remarks
Speakers:
Rick Parrish, VP, Research Director, Forrester
Early Access
Jun 3- 2:00 pm – 2:30 pm CDT Breakout Sessions
Tuesday
Jun 7- 9:30 am – 10:50 am CDT Opening & Keynotes
- 11:30 am – 12:00 pm CDT Breakout Sessions
- 1:45 pm – 2:15 pm CDT Breakout Sessions
- 4:30 pm – 5:00 pm CDT Keynote Session
Wednesday
Jun 8- 9:30 am – 10:35 am CDT Keynote Sessions
- 11:45 am – 12:15 pm CDT Breakout Sessions
- 1:55 pm – 2:25 pm CDT Breakout Sessions
- 3:40 pm – 4:10 pm CDT Breakout Sessions
Thursday
Jun 9- 9:30 am – 10:00 am CDT Keynote Session
- 10:45 am – 11:15 am CDT Breakout Sessions
- 12:30 pm – 1:30 pm CDT Keynote Sessions & Closing
Early Access Jun 3
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, Product Management, 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.
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, Product Management, Forrester
Katy Tynan, VP, Principal Analyst, Forrester
Tuesday Jun 7
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
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
Breakout Sessions
Case Study Sessions
Hear real world case studies, showcasing the value of partnering with the right technology provider. All sessions available on-demand.
Breakout Sessions
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, Principal Analyst, Forrester
Kate Leggett, Vice President, Principal Analyst, Forrester
James L. McQuivey, PhD, VP, Research Director, Forrester
Wednesday Jun 8
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
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, U.S. Customer Advisory COE Lead, KPMG LLP
Kirsten Newbold-Knipp, CMO, FullStory
Breakout Sessions
Breakout Sessions
Breakout Sessions
Thursday Jun 9
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
Breakout Sessions
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
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
Analyst Coverage Areas
Forrester analysts with coverage spanning across several disciplines will be onsite at the event.
Session Types Explained
CX Summit North America · June 17 – 20, 2024 · Nashville & Digital
Contact us at events@forrester.com.
Book your hotel