Case Study

CX NYC 2019 Day One Highlights: Your Guide To Radical CX Innovation

What Customers Really Want, Tackling Values-Based CX Head On, And How To Transform Yourself Into An Effective Change Agent

August 15th, 2019

Summary

Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year’s CX NYC Forum, analysts and practitioners shared new ways for CX pros to innovate and improve CX at a rate that can outpace customers’ increasing expectations. This report captures highlights from the first day of the CX NYC Forum held in June 2019.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.