CX Forum
West

Join your executive peers for this intimate peer-led table discussion.  You will have the opportunity to share your experiences and learn how your peers are successfully navigating their executive agenda.  This is a unique opportunity to gain real‑world peer perspectives in a trusted, small‑group setting.

Power, Trust, and Influence: A Women’s Lens on Leadership

This session explores the dynamics of power through a women’s lens—examining the balance between position power and personal power, including influence, persuasion, and connection. We’ll dig into where power truly comes from, what happens when it runs low, and why trust remains the essential currency of leadership today, previewing insights from the upcoming report Be a Trusted Leader in an AI World.

Every marketing organization has invested in data on one end and customer engagement on the other — yet most still struggle to turn insight into action when it matters most. The problem isn’t at the edges. It’s in the middle: the decisioning and orchestration layer where data should become personalized, real-time customer experiences — but too often doesn’t.

In this session, you will learn:

– How to turn disconnected data and channels into a single decisioning engine that drives real-time customer action.
– How a leading organization eliminated inconsistent journeys by unifying decisioning across every customer touchpoint.
– How to apply a proven framework to fix the “middle layer” and consistently deliver the right action at the moment of impact.

Breakfast will be provided during this session

The total experience — brand and customer — hinges on employees who genuinely believe in your products, services, and mission. They bring your organization to life. Until now, you’ve relied on indirect evidence to demonstrate the impact of energized employees on the business. Forrester’s Total Experience Score now provides a direct connection: how specific increases in employee sentiment and engagement lead to growth outcomes. Our employee experience (EX) research, plus Forrester’s new EX Index, identify the intricate interplay between brand and customer experience drivers, enabling you to strategically focus your strategy, operations, and culture on achieving customer-obsessed outcomes: more growth, high customer satisfaction, and engaged employees.

Enjoy coffee and snacks while networking with peers in the Partner Lounge.

In a rapidly changing market, Forrester clients benefit from access to a powerful ecosystem of insights, tools, and experts. Join this fireside chat to hear directly from a featured client about how they’ve leveraged their Forrester relationship to accelerate outcomes, build organizational alignment, and drive meaningful business impact.

Whether you’re a current client looking to get more from your access or exploring what a Forrester partnership could unlock, this session will give you a practical, real‑world look at what’s possible.

Expertly curated by our analysts, these 25-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Registration required.

Please Note: Due to limited availability, each attendee may register for one Workshop, and one Roundtable. Registration will open one month prior to the event via the Events Mobile App.

CX’s staying power in an organization, whether as a function or a concept, relies on its connection to business value. Executives are more likely to provide real support for CX when you can demonstrate its ROI. Unfortunately, few CX programs can connect their work to business results. In this interactive workshop, you will:

• Learn about the business case levers that anchor CX to business outcomes
• Get an introduction to Forrester’s tools for crafting a CX ROI story
• Draft and test your own CX ROI story

CX transformation is a team sport. Success hinges on maintaining strong relationships with internal stakeholders across the organization. In this hands-on workshop for CX, marketing, and digital pros, you’ll use proven strategies to:

• Identify and prioritize internal stakeholders to collaborate with
• Articulate CX value based on stakeholder needs
• Draft and test your stakeholder approach plan

Enjoy coffee and snacks while networking with peers in the Partner Lounge.

Expertly curated by our analysts, these 25-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Registration required.

Please Note: Due to limited availability, each attendee may register for one Workshop, and one Roundtable. Registration will open one month prior to the event via the Events Mobile App.

Modern AI (LLMs, generative, agentic) promises a new level of customer self-service that will deliver significant value to organizations and customers. Explore modern AI capabilities for customer self-service, challenges in deploying AI properly, and best-practice deployments to learn from. In this session, we will work on a bot planning exercise to:

• Identify stakeholders to approve and deliver your application
• Create a phase-one chatbot deployment proposal
• Plan your approach for bot design, development, and rollout

As artificial intelligence reshapes the demands on your business and customer expectations, many organizations respond by bolting AI onto systems never designed for trust or coherence. The result isn’t smarter experiences — it’s faster fragmentation and declining loyalty. This keynote challenges leaders to confront a hard truth: AI failures are strategy failures. Learn how to build the foundation AI can’t invent on its own — clarity, trust, and intent — to deliver a true Total Experience powered by humans and AI.

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