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  • Customer Experience Strategy
  • Drive revenue with customer experience

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The Digital Customer Experience Improvement Playbook For 2020

Improve Digital Customer Experiences

The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...

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  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Andrew Hogan

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Webinar Take A Systematic Approach To Values-Based Consumers And Employees

    March 11, 2020 | Rick Parrish

    A company's approach to moral, social, and political values increasingly matters to its success. Both consumers and employees are looking for alignment between a business's values and their own...

  • Webinar B2B Marketing And Sales Predictions 2020: A Conversation With The Analysts Who Made Them

    Accelerating Response To The Great Expectations For The B2B Buying Experience
    December 18, 2019 | Steven Casey, Jay McBain, Laura Ramos

    If you’ve read the blog or press coverage about our predictions for 2020, or even if you haven’t, this is your chance to engage directly with the analysts who made them. During this...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Webinar The US Banking Customer Experience Index, 2019

    October 3, 2019 | Alyson Clarke, Michelle Yaiser

    During this webinar, we delve into the latest results from Forrester’s US Banking Customer Experience Index. We discuss what drives a great customer experience for banking, the role that...

  • Webinar The Cost Of Losing Creativity

    The ROI Of Investing In An Agency For Creating And Differentiating Your Brand
    August 28, 2019 | Jay Pattisall

    Marketers and agencies have overinvested in technology to increase lifetime customer value. But now that their go-to strategy — improving customer experience (CX) — has stalled,...

  • Webinar The Canada Customer Experience Index, 2019

    Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
    August 6, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

  • Webinar Why Paying Employees For Delivering Good CX Is A Bad Idea

    September 11, 2018 | Maxie Schmidt-Subramanian, Samuel Stern

    Monetary incentives for good CX delivery backfire. They create bad CX and bad employee experiences. In this webinar, Maxie and Sam explain — and bust — the five myths that lead...

  • Webinar Power Your CX Decision Making With Prioritization: Why And How

    August 7, 2018 | Ryan Hart

    Around the world, the opportunity for breakaway CX is wide open. Less than 14% of companies say they have even a basic process to prioritize CX projects. Those that do have a process are at an...

  • Webinar The Billion-Customer Opportunity: Digital Accessibility

    July 26, 2018 | Gina Bhawalkar

    Now more than ever, making digital products accessible is a growth opportunity for firms to reach untapped segments ready to spend. Seizing the opportunity starts with understanding the...