November 1–3, 2016
The Ritz-Carlton, Laguna Niguel

Your customers are in charge. They are the new market-makers, reshaping industries and changing how businesses compete and win.

Your success depends on how well and how fast you respond.

Forrester convenes you and your peers for two days of discussion and planning for igniting customer obsession, accelerating complex change, and defining the destiny of your organization.

Already invited?
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Senior executives are charged with leading the transformation to customer-obsessed operations. This is not simply a shift in strategy, but requires driving change across the entire company in a competitive environment where moving fast has never been more important.

Forrester’s Age Of The Customer Executive Summit will explore principles and leadership styles — and map out the key organizational priorities and outcomes — that leaders must pursue in their quest for customer obsession.

View full agenda (PDF) »


The Leadership Imperative

The Need For Speed

From Customer Understanding To Execution

Looking Ahead: Forrester’s 2017 Predictions


Linda Boff

Linda is responsible for driving the GE brand through innovative content, digital marketing and first-of-their-kind media partnerships. Her drive to innovate has won the company and Linda many accolades including FastCompany’s Most Creative People and Advertising Women of New York’s Changing the Game awards.

Kevin Vasconi
EVP and CIO, Domino’s Pizza

Kevin Vasconi is executive vice president and chief information officer for Domino’s Pizza, responsible for providing technology vision and leadership to the recognized world leader in pizza delivery, as well as developing and implementing strategic information technology initiatives that support and improve the business worldwide.

Tim Mahoney
CMO, Global Chevrolet and Global GM Marketing Operations Leader, General Motors Company

With more than 30 years of automotive industry marketing experience, Tim Mahoney has successfully managed and led teams in nearly every aspect of the category — from research and planning to product management and from marketing communications to customer dealer service.

Healey Cypher
Founder & CEO, Oak Labs

Healey Cypher is the co-founder and CEO of Oak Labs. His passion is to elegantly infuse technology into physical retail. And alongside his amazing team at Oak, they are off to a good start with the recent launch of the Oak Interactive Fitting Room with Polo Ralph Lauren.

Clay Stobaugh
Executive Vice President, CMO, Wiley

Clay Stobaugh leads Wiley’s revenue-driving marketing initiatives through key disciplines in the global “Marketing Revenue Center,” including customer experience, demand generation, CRM, sales enablement, social media, content marketing, digital commerce, digital analytics, and SEO/SEM.

Cecilia Abadie
Senior Customer Success Engineer, Meta

Cecilia Abadie is helping rethink the way Meta enables people to manipulate digital objects or holograms with their hands based on neuroscience research. In the past, as Engagement Director at APX Labs, she helped bring smart glasses solutions to dozens of Fortune 500 companies in the enterprise.

James L. McQuivey
VP, Principal Analyst, Forrester

James is the foremost analyst tracking and defining the power and impact of digital disruption on traditional businesses. His consumer models identify the ways consumers have embraced digital experiences and platforms, and his strategy models help companies prepare to serve those consumers.

Shar VanBoskirk
VP, Principal Analyst, Forrester

Shar is a leading expert on how businesses can leverage interactive marketing channels and technologies to drive sales and deepen customer relationships. She has been instrumental in the development of many of Forrester’s interactive marketing program evaluation methodologies, training courses, and marketing planning tools.

Sheryl Pattek
VP, Executive Partner, Forrester

Sheryl works with CMOs, senior-level marketing executives, and their teams to advance their major initiatives, with a special focus on creating customer-obsessed strategies that drive business growth.

Jeffrey S. Hammond
VP, Principal Analyst, Forrester

Jeffrey is a software development veteran, with more than twenty years of experience in various development, product management, strategy, and marketing role.

Carl Doty
VP, Group Director, Forrester

Carl Doty runs a global research organization that serves B2C marketers, B2B marketers, and customer insights professionals.

Jim Fowler

Jim is driving GE’s global Information Technology (IT) strategy, services and operations, and aggressively delivering innovative and transformational solutions for GE, its customers and employees.

Mark King
President, adidas North America

Mark King was born and raised in Green Bay, Wisconsin and graduated from the University of Wisconsin-Green Bay. He joined TaylorMade Golf, then a start-up company, in 1980 and spent 20 years in sales before he was elevated to president in 1999 and CEO in 2002. He currently serves as president of adidas Group North America, which includes Reebok, and chairman of the TaylorMade Golf Company.

Nancy Pearson
VP, Cognitive Marketing, IBM

Nancy Pearson is responsible for driving cognitive business marketing throughout the company to reinforce its unique capabilities externally and its leadership position as a cognitive business solutions and cloud platform company.

Denise Klapper
Vice President, Global Marketing, DHL Supply Chain

As the global marketing leader of DHL Supply Chain, Denise is responsible for integrated customer marketing strategies that create relevant and consistent experiences across the world. She’s currently leading her team’s transformation of its marketing strategy and operating system to compete in the Age of the Customer.

Lara Balazs
Senior Vice President, North America Marketing, Visa

Lara Balazs is senior vice president of North America Marketing at Visa. Lara’s team is dedicated to building brand preference and generating revenue across Visa’s consumer and commercial product portfolio.

Sharyn Leaver
VP, Group Director, Forrester

Sharyn leads the research organization that serves CIOs, Enterprise Architecture Professionals, and Application Development & Delivery Professionals. She delivers strategic guidance, helping CIOs and other leaders adopt the processes and technologies that will help their firms win, serve, and retain customers.

Maxie Schmidt-Subramanian
Senior Analyst, Forrester

Maxie’s research focuses on customer experience measurement, voice of the customer programs and vendors, making the business case for customer experience efforts, and the relationship between pricing and customer experience.

Anjali Lai
Data Analyst, Forrester

Anjali focuses on consumer decision-making and behavioral trends and their implications for marketing, customer experience, and product development strategies.

Michael Facemire
Vice President, Principal Analyst, Forrester

Michael Facemire is a leading expert on mobile software development, software development processes, and next-generation software architecture.

Frank Gillett
VP, Principal Analyst

Frank Gillett serves CIOs, as well as their teams and tech industry suppliers, by predicting the disruption and business impact of the internet of things, connected homes, connected cars, and the landscape of emerging technologies.


George Colony
Chairman of the Board, Chief Executive Officer, Forrester

As founder, chairman, and CEO of Forrester Research, George is one of the most influential thought leaders in the world of business and technology. He is a trusted advisor to executives around the globe, providing context and clarity around the digital disruptions that change the way we live and work.

Cliff Condon
Chief Research & Product Officer, Forrester

Cliff leads a global organization that develops and manages Forrester’s product portfolio, including the company’s research and data products. Cliff’s organization develops ideas and services that challenge our clients thinking so that they can lead change at their companies.


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The Ritz-Carlton, Laguna Niguel
One Ritz-Carlton Drive
Dana Point, CA 92629
+1 949-240-2000
Hotel website

Reserve your room by Monday, October 10, to take advantage of the group rate for attendees.

Book your reservation