At Forrester's CXNYC 2015 Forum, mainstage speakers provided a forward-looking glimpse into the practices necessary to deliver exceptional customer experience (CX). Speakers, from CX to marketing and products, stressed the need for companies to place a greater emphasis on emotion, differentiation, and innovation. This report examines the ways CX pros are increasing their organizations' capabilities in these areas and explains how design and culture are fundamental to emotion, design, and innovation.