Customer experience (CX) leaders face a confluence of challenges, including high employee burnout and pressure to make AI magic amid persistent financial stress on customers and businesses. The cumulative impact of these factors has led to years of declining CX quality.

In this session, we will explore the critical capabilities needed to thrive in an AI-powered world and how organizations can future-proof CX for 2030.

This conversation will be hosted by Riccardo Pasto, principal analyst at Forrester, and will include open discussion with participants, so please bring your questions and experiences to share with the group.

Questions for discussion:

The role of the CX function with the advent of AI: How is AI transforming customer and employee experiences?
Essential CX capabilities for 2030: What are the skills, technologies, and activities CX leaders must orchestrate over the next five years?
Collaboration strategies to power CX transformation: How can leaders bridge capability gaps and align with strategic goals?

Peer Discussions are available exclusively to Forrester Decisions Leaders and VIP Leaders for their own participation.

What Will CX Pros Do When AI Agents Dictate Your CX? — The Capabilities For Success In 2030 (9:00am AEST / 4:00pm PDT)

Want to attend this peer discussion?