Agenda
Bold Starts: Tuesday
May 9- 3:00 pm – 5:00 pm BST ForrWomen Leadership Program
- 3:00 pm – 5:00 pm BST Forrester Workshop Sessions
- 5:00 pm – 6:00 pm BST Welcome Reception
Wednesday
May 10- 8:30 am – 9:30 am BST Breakfast
- 9:30 am – 10:55 am BST Opening Remarks & Keynotes
- 11:00 am – 11:45 am BST Marketplace & Networking
- 11:00 am – 12:15 pm BST Learn-A-Skill
- 11:45 am – 12:50 pm BST Breakout Sessions & Case Study Sessions
- 12:50 pm – 1:55 pm BST Lunch & Marketplace Break
- 1:55 pm – 3:00 pm BST Breakout Sessions & Case Study Sessions
- 3:05 pm – 3:35 pm BST Breakout Sessions
- 3:05 pm – 4:20 pm BST Learn-A-Skill
- 3:35 pm – 4:20 pm BST Marketplace & Networking
- 4:25 pm – 5:30 pm BST Keynote Sessions
- 5:30 pm – 6:30 pm BST Reception
Thursday
May 11- 8:30 am – 9:30 am BST Breakfast
- 9:35 am – 10:40 am BST Keynote Sessions
- 10:45 am – 11:30 am BST Marketplace Break & Networking
- 10:45 am – 12:00 pm BST Learn-A-Skill
- 11:30 am – 12:35 pm BST Breakout Sessions & Case Study Sessions
- 12:35 pm – 1:35 pm BST Lunch & Marketplace
- 1:35 pm – 2:40 pm BST Breakout Sessions & Case Study Sessions
- 2:40 pm – 3:05 pm BST Marketplace & Networking
- 3:10 pm – 3:45 pm BST Keynote Session & Closing Remarks
Bold Starts: Tuesday May 9
ForrWomen Leadership Program: Advancing Women’s Leadership (In-Person Only)
Join us as we focus on how to help advance women leaders in your organization break down barriers and overcome challenges. Learn from your peers on advancement strategies for women leaders and participate in a conversation about how to develop meaningful relationships with women leaders in CX, B2C, and Digital. All are welcome to join!
Stay tuned for the Agenda. Details to follow.
Speakers:
Judy Weader, Principal Analyst, Forrester
Angelina Gennis, Senior Analyst, Forrester
Judith van Herwaarden, Head of Customer Experience, DS Smith
Susan McNulty, CX Consultant, Transforming Customer Experience
Workshop Session: Leverage Journey Mapping To Optimize Customer Privacy Experiences (In-Person Only)
The fear of negatively impacting the customer experience (CX) is the most significant barrier to the development of better privacy programs. In fact, nothing breaks a good experience more than a bunch of consent banners popping up at the wrong time, with obscure language, and meaningless options. But consumer privacy is a not only a key compliance requirement. It is — even more importantly — a critical vehicle to collect valuable consumer data, improve customer engagement, and strengthen trust. If it’s done well, privacy can also enrich and differentiate CX. Join our workshop to:
- Gain a basic understanding of privacy requirements and identify your ecosystem’s privacy needs.
- Learn how to leverage customer journey maps to orchestrate privacy touchpoints appropriately.
- Assess and optimise customer-facing privacy communications.
Speakers:
Enza Iannopollo, Principal Analyst, Forrester
Edoardo Zavarella, Sr Consultant, Forrester
Welcome Reception (In-Person Only)
Join us for refreshments and light appetizers. All registered attendees are welcomed.
Wednesday May 10
General Breakfast
Opening Remarks
Speakers:
Martin Gill, VP, Research Director, Forrester
Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn:
- How to do the work to connect with the human intentionally, contextually, and persistently.
- How to spark empathy within your organization.
- How to reach the “right point of empathy.”
- How to socialize and activate empathy at scale to drive innovation.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Guest Keynote: Designing Remarkable Customer-Centric Multichannel Experiences
Businesses have always known the importance of treating customers well to drive growth, but delivering great experiences across multiple channels is challenging. Today’s digital economy has made customer experience crucial for success. However, effectively creating multichannel experiences requires bringing together the right skills and team members. During this session we will:
- Explore the interplay between being a customer-centric organization through culture and having the right skills to design experiences.
- Provide practical tips and examples for delivering amazing customer experiences.
Speakers:
Philip Bonhard, Head of Customer Experience - Fraud & Security, Lloyds Banking Group
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
11:05am BST - AfterWords: How To Use Empathy To Drive Innovation
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World
Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications
11:15 am - 11:45 am BST | Networking Session: I’m done with NPS.
Are you questioning your CX metrics and where to go from here?
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Learn-A-Skill Session: Create A Targeted Culture Change (In-Person Only)
Please join us for a 75-minute, small group workshop focused on core skills to help you embrace culture change. Pre-Registration is required. This session is for End-Users only.
It doesn’t matter if you are an EX pro or attempting your first culture change to drive CX outcomes. Anyone can tackle culture change like the experts do – by targeting specific behavioral norms. In this session, participants will learn:
- How to describe the characteristics of a culture
- How to introduce a new behavioral norm into a culture
- How to assess behavior adoption and culture change
Speakers:
Angelina Gennis, Senior Analyst, Forrester
Michelle Beeson, Senior Analyst, Forrester
AfterWords: Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
Ever wanted a chance to go backstage and be a part of the conversations that go on in the Green Room? Well now is your time! In this casual Q&A session, our opening keynoter, Joana de Quintanilha, will be available to answer any questions you had coming out of her opening session.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
IBM: CX-Driven Transformation to Fuel Growth and Loyalty
To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary
InMoment: How Aegon unlocks the power of customer centricity
Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions. A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times. Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities. Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.
Key Topics: Consumer Intelligence, Customer Feedback Management
Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment
Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk
Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.
Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management
Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Lunch & Learn Session (In-Person Only)
This session will have limited capacity and is first come, first served. Lunch will be provided.
Medallia: Delivering Purpose and Vision by embedding Customer Centricity
Close Brothers is one of the UKs leading merchant banking groups. To support their vision of building a customer-centric culture, the business knew its transformation plan needed customers at the very heart of the organization. Working with Medallia, launching and embedding a successful CX programme would be integral to delivering this plan. We’ll share the strategy, vision, proven practices and lessons learnt from Andrew’s impressive CX career across Insurance, Banking, Utilities and Healthcare sectors.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Andrew Clayton, Group Head Of Customer Experience, Close Brothers
Carole Layzell, VP Solutions Principal, Medallia
Invite Only: Executive Leadership Exchange: Exclusive Lunch featuring Analyst-Led Topic Tables (In-Person Only)
Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for marketing, CX, and digital leaders. Topics like Leadership, Employee Engagement, Measurement, and more.
Speakers:
Laura Koetzle, VP, Group Director, Forrester
1:15 pm - 1:45 pm BST | Networking Session: I’ve journey mapped – what now?
How do you use journey maps to influence and drive change.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Forsta: CX insights in a class of their own
Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita
Medallia: Zurich Insurance: Driving CX Ambition into Action
In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich
RingCentral: Rethink Your Critical Business Communications
In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.
Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services
Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral
Breakout Sessions
Learn-A-Skill Session: Plug Your Digital Skills Gaps (In-Person Only)
Please join us for a 75-minute, small group workshop focused on core skills to improve digital competency. Pre-Registration is required. This session is for End-Users only.
Value proposition shift towards mass-customization – which is based on delivering great digital services and customer experiences – in addition to a great product. New skills and capabilities are required to deliver great services and customer experiences – technical, organizational, and soft skills.
Yet, every organization is facing skill gaps when tackling their broader digital transformation initiative. To exploit the emerging digital opportunities successfully, you must close these skill gaps in your organization, through training, external hiring, or partnerships. In this session, participants will learn:
- Which competency areas are most critical.
- How to measure your own existing digital skills with Forrester’s Digital Competency Map.
- How to go attract and retain employees.
- Where the right skill clusters are in Europe.
- How to make work in an office environment more attractive.
- How to source and use digital talent remotely – also across international borders.
- Which issues matter to drive great employee experiences.
Speakers:
Dan Bieler, Principal Analyst, Forrester
Ash Mukherjee, Solution Partner, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders
Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX
3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale
Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.
Key Topics: Digital Experience Services, Journey Mapping Services
Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys
Invite Only: Executive Leadership Exchange - Q&A: Spark, Nurture, And Fire Up Empathy To Drive Innovation (In-Person Only)
In this open Q&A session, engage with Forrester Vice President and Principal Analyst, Joana de Quintanilha on her new research focused on empathy. Come with your questions and share your perspectives on the topic.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Laura Koetzle, VP, Group Director, Forrester
3:45 pm - 4:15 pm BST | Networking Session: Join the green market revolution.
How can you bring sustainability to life in customer journeys?
Speakers:
Thomas Husson, VP, Principal Analyst, Forrester
Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2023 CX EMEA award winner.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Thursday May 11
Forrester Majestic Guest Breakfast (Invite Only)
Invited guests will join Forrester executives and a valued client to learn about how Forrester helps CX, marketing and digital business leaders meet their strategic objectives with confidence and measurable return.
General Breakfast
Welcome Back
Keynote: Practice Responsible Design To Drive Sustainable Value
Digital acceleration has raised the stakes for trust in digital experiences. Organizations that fail to embed ethical principles like privacy, transparency, and equity in the design and development of their products and experiences risk a further erosion of trust, severe reputational damage, and revenue loss. In this keynote session, you will learn :
- Why responsible design has become a business imperative.
- How to anticipate and mitigate unintended consequences and harms by practicing responsible design.
- How to start your responsible design journey by developing the right governance models, processes, and metrics.
Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester
Guest Keynote: HSBC’s Customer Experience Journey
In this session, Gail Russell, HSBC’s Global Head of Customer Experience, will discuss the challenges and successes of scaling HSBC’s Customer Experience across multiple countries and regions while maintaining a strong brand reputation. She will explore the process of understanding customer needs, designing experiences that align with customer goals, and measuring success while connecting it to business metrics.
Speakers:
Gail Russell, Global Head of Customer Experience, HSBC
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
10:50am BST - AfterWords: Practice Responsible Design To Drive Sustainable Value
Speakers:
Aurelie L’Hostis, Principal Analyst, Forrester
11:15am BST - Okta: Create digital experiences optimised from the first click with Auth0 by Okta
From sign-up, create seamless, secure, and modern digital experiences that convert customers for life. This spotlight session will allow you to see in real-time how to balance both security and user experience to increase customer trust, reduce login friction, and protect sensitive data. Learn to easily customise login experiences, use multi-factor authentication with biometrics, and enable single sign-on and social login for your customers.
Key Topics: Consumer Intelligence & Digital Experience Services
Speakers:
Domanic Smith-Jones, Senior Solutions Engineer, Okta
Invite Only: Executive Leadership Exchange - Fireside Chat with 2023 Enterprise Award Winner (In-Person Only)
This session will allow participants to engage in a Q&A session with Forrester Vice President, Maxie Schmidt our 2023 Customer-Obsessed Enterprise Winner, Majid Al Futtaim. Come with your questions and your perspective on what it takes to lead a Customer-Obsessed organisation in 2023.
Speakers:
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Maxie Schmidt, VP, Principal Analyst, Forrester
Laura Koetzle, VP, Group Director, Forrester
11 am - 11:30 am BST | Networking Session: ChatGPT will steal your job.
Can you, and should you, create great CX with Generative AI?
Speakers:
Enza Iannopollo, Principal Analyst, Forrester
Learn-A-Skill Session: Framing Journey Mapping Efforts With A Journey Atlas (In-Person Only)
Please join us for a 75-minute, small group workshop focused on core skills to help you improve your customer journey mapping efforts. Pre-Registration is required. This session is for End-Users only.
Many firms still struggle to achieve success as they grapple with hard questions like: What customer journeys matter most? How do different customer journeys fit together across the full customer lifecycle? What’s the right altitude for each map? Creating and maintaining a customer journey atlas helps CX pros answer these questions by providing a systematic way to uncover, organize, and prioritize journeys. In this session, participants will learn:
- Best-practice approach to creating and refining a journey atlas (participants will also start sketching out their own strawman for a journey atlas).
- How to prioritize customer journeys to drive the right decisions and actions.
- How to use and build value from your journey atlas over time.
Speakers:
Michelle Beeson, Senior Analyst, Forrester
Joana de Quintanilha, VP, Principal Analyst, Forrester
AfterWords: Practice Responsible Design To Drive Sustainable Value
Ever wanted a chance to go backstage and be a part of the conversations that go on in the Green Room? Well now is your time! In this casual Q&A session, our opening keynoter, Aurelie L’Hostis, will be available to answer any questions you had coming out of her opening session.
Speakers:
Aurelie L'Hostis, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
CSG: Getting Started with Customer Journeys is Easier Than Ever
As consumers, we live in an age where we expect an extraordinary experience from the brands we love. As a business, the pressure to bring those proactive and personalized experiences to life can be overwhelming. You want to champion a customer journey-centric strategy and build a business case that proves the ROI, but you’re not sure what to do next. Join us as we discuss the how-to of initiating a successful CX program, whether you’re getting back on track or just getting started. What You Will Learn: • How to better position your organization to meet key customer demands and overcome top challenges when enhancing CX • How to can achieve game-changing results—quickly—from improving customer experiences • How to better understand your CX maturity level, your industry, your challenges, and how to get started in a meaningful way • How to amplify your journey orchestration using industry specific CX tools, that drive higher customer satisfaction, sales and revenue, and retention
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Mark Smith, SVP of Customer Experience, CSG
Reputation: What Does Your Digital Front Door Say About Your Brand?
Join Reputation for an interactive session that looks at the importance of Google, the front door to your business, and the role it plays in CX in 2023. Matthew Patchett and Tracey Pankhurst will discuss how your online reputation will impact customer awareness, acquisition, and what you can do to positively influence this moving forward, as well as opening the floor to discuss all things CX during this 30-minute session.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Matthew Patchett, Sr. CX Strategist, Reputation
Tracey Pankhurst, Sr CX Strategist, Reputation
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
1:10 pm - 1:25 pm BST - Forrester Decisions In Action: Marketing Technology Assessment
B2C marketing executives can derive more value from their martech spend by using the Forrester’s B2C Marketing Technology Inventory And Assessment Tool to evaluate their organization’s current technologies. Join Rusty Warner, VP Principal analyst, to see the tool in action and get started on your martech assessment.
Speakers:
Rusty Warner, VP, Principal Analyst, Forrester
Invite Only: Executive Leadership Exchange - Exclusive Lunch (In-Person Only)
Enjoy this opportunity to further engage with peers met during the ELE program.
Speakers:
Laura Koetzle, VP, Group Director, Forrester
1:00 pm - 1:30 pm BST | Networking Session: Agile. Lean. Value streams. Tribes. Argh!
Bridging the gap between design, digital and development to get things done.
Speakers:
Dan Bieler, Principal Analyst, Forrester
Michelle Beeson, Senior Analyst, Forrester
Breakout Sessions
Case Study Sessions
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
ChromeOS: How IT Leaders Should Rethink the Customer Engagement Strategy and Build Digital Trust
In 2023, most organisations are viewing customer engagement from new angles. Frontline and customer-facing employees are brand champions, and subpar employee experiences can have a ripple effect across an organization, including employees’ enthusiasm for delivering superior customer experiences. How can technology and CX leaders enable digital pathways to build secure, reliable and seamless customer experiences? This session will explore technology’s role in building an effective customer engagement strategy and how ChromeOS is powering the delivery of this through contact center and kiosk & digital signage solutions.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Naveen Viswanatha, Head of Product, ChromeOS Commercial, Google
Okta: How does digital identity deliver a great consumer experience?
Speakers:
Ian Lowe, Director, Solutions Marketing EMEA , Okta
Keynote: How To Embrace Customer Lifetime Value
Fewer than half of global CX leaders can prove the ROI of their CX initiatives. That’s a big problem, because challenging economic conditions will see floundering European CX teams simply disappear in 2023. But leading CX teams that demonstrate clear business value will be stronger than ever. In this keynote session, you will learn:
- How to align CX metrics with business metrics such as customer lifetime value (CLV).
- How CX initiatives impact distinct CLV parameters.
- How to identify CX use cases that elevate CLV.
Speakers:
Rusty Warner, VP, Principal Analyst, Forrester
Closing Remarks
Early Access
Jun 20- 2:00 pm – 2:30 pm BST Breakout Sessions
Wednesday
Jun 22- 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
- 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
- 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
- 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
- 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
- 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
- 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
- 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
- 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
- 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
- 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm
- 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
- 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm
Thursday
Jun 23- 9:50 am – 10:20 am BST CX EMEA – Keynote – Day 1 – 9:50am
- 11:00 am – 11:45 am BST CX EMEA: Marketplace & Networking – Day 1 – 11:00am
- 11:45 am – 12:15 pm BST CX EMEA – Breakout Sessions #1 – Day 1 – 11:45am
- 12:20 pm – 12:50 pm BST CX EMEA – Case Study Session – Day 1 – 12:20pm
- 12:50 pm – 1:55 pm BST CX EMEA – Lunch & Marketplace – Day 1 – 12:50pm
- 1:55 pm – 2:25 pm BST CX EMEA – Breakout Sessions #2 – Day 1 – 1:55pm
- 2:30 pm – 3:00 pm BST CX EMEA – Case Study Session #2 – Day 1 – 2:30pm
- 3:05 pm – 3:35 pm BST CX EMEA – Breakout Sessions #3 – Day 1 – 3:05pm
- 3:35 pm – 4:20 pm BST CX EMEA – Marketplace & Networking (2) – Day 1 – 3:35pm
- 4:30 pm – 5:30 pm BST CX EMEA – Awards – Day 1 – 4:30pm
- 5:05 pm – 5:35 pm BST CX EMEA – Closing Remarks – Day 1 – 5:30pm
- 5:30 pm – 6:30 pm BST CX EMEA – Reception – Day 1 – 5:30pm
- 5:00 pm – 5:30 pm BST CX EMEA – Guest Keynote #2 – Day 1 – 5:00pm
Wednesday Jun 22
Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn:
- How to do the work to connect with the human intentionally, contextually, and persistently.
- How to spark empathy within your organization.
- How to reach the “right point of empathy.”
- How to socialize and activate empathy at scale to drive innovation.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
11:05am BST - AfterWords: How To Use Empathy To Drive Innovation
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World
Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
IBM: CX-Driven Transformation to Fuel Growth and Loyalty
To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary
InMoment: How Aegon unlocks the power of customer centricity
Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions. A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times. Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities. Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.
Key Topics: Consumer Intelligence, Customer Feedback Management
Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment
Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk
Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.
Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management
Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Forsta: CX insights in a class of their own
Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita
Medallia: Zurich Insurance: Driving CX Ambition into Action
In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich
RingCentral: Rethink Your Critical Business Communications
In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.
Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services
Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral
Breakout Sessions
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders
Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX
3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale
Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.
Key Topics: Digital Experience Services, Journey Mapping Services
Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys
Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2023 CX EMEA award winner.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim
Guest Keynote
Closing Remarks
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Thursday Jun 23
Keynote: Spark, Nurture, And Fire Up Empathy To Drive Innovation
Only 62% of senior executives say that they can put themselves in the shoes of their customers. This is a big problem, because empathy makes you a better problem-solver and a better innovator. Empathy is a muscle we need to build within our organizations. In this keynote session, you will learn:
- How to do the work to connect with the human intentionally, contextually, and persistently.
- How to spark empathy within your organization.
- How to reach the “right point of empathy.”
- How to socialize and activate empathy at scale to drive innovation.
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
11:05am BST - AfterWords: How To Use Empathy To Drive Innovation
Speakers:
Joana de Quintanilha, VP, Principal Analyst, Forrester
11:25am BST - TATA Communications: Future Looking CJM in a Fast-Changing Digital World
Personalised Customer Journey Management should be a critical component of every Customer Engagement Strategy. In this brief presentation Paul Abbas, Head CX Practice, Tata Communications, he shares our approach on CJM Management and how CX data integration and fusion, combined with automation lies at the heart of every successful CX strategy. Take your first step now, to delivering personalisation for every customer interaction, no matter how complex your environment.
Key Topics: Digital Experience Services, Real-Time Interaction Management
Speakers:
Paul Abbas, Head of CX Practice, UKI, Tata Communications
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
IBM: CX-Driven Transformation to Fuel Growth and Loyalty
To achieve its vision of becoming a true consumer goods retailer and mobility services provider, MOL Group—one of Eastern Europe’s largest oil and gas companies—knew it needed to reimagine its customer experience and design an integrated marketing platform to seamlessly deliver it. Learn how MOL partnered with IBM on this transformation journey, using Salesforce to create a solution that’s helped it drive revenue uplift of 15-30% and CSAT levels 20% higher than competitors.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
John Sullivan, Managing Partner, EMEA Customer Transformation Services, IBM Consulting
Istvan Mag, MOL Digital Factory Director, Mol Hungary
InMoment: How Aegon unlocks the power of customer centricity
Aegon faces four key challenges in a competitive, changing market for investment, protection, and retirement solutions. A customer-centric culture is the essential first step, including embracing Consumer Duty and providing quality customer support in less tolerant times. Third is how to engage employees in a fluid labour market and finally, how to maximise digital revolution opportunities. Learn how Aegon is connecting with customers in a game-changing, multi-faceted, customer-focused way to meet these challenges.
Key Topics: Consumer Intelligence, Customer Feedback Management
Speakers:
Iain O’Connor, Head of Customer Experience & Insight, Aegon
Derek Eccleston, XI Consultant, InMoment
Talkdesk: WaFd bank delivers enhanced self-service with Talkdesk
Join this case study session to learn how Washington Federal (WaFd) bank used Talkdesk and AWS conversational AI solutions to reduce their customer wait time in the interactive voice response system from 4.5 minutes to 28 seconds. See a demo to learn how WaFd’s chatbot can interact and respond to customer queries. If a customer’s query is unresolved, the AI-powered system connects customers to the agent best equipped to resolve the issue quickly.
Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management
Speakers:
Jay Gupta, Director of Product Marketing, AI & Automation, Talkdesk
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
12:55 pm - 1:10 pm BST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Forsta: CX insights in a class of their own
Private education is a challenging market – increasing competition, teacher recruitment targets and rising cost of living put every provider under pressure to bring its A-game. To keep on top of these issues, Cognita engages with the three sets of stakeholders making its schools tick: parents, student and employees. Join us as we share how Cognita used Forsta to listen to their voice to track satisfaction and get feedback to help their schools be the best at getting better.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Stephan Hogenbirk, Head of Strategic Insights, Cognita
Medallia: Zurich Insurance: Driving CX Ambition into Action
In this case study, we’ll share how Zurich Insurance used Medallia to unlock the power of customer feedback and put the customer at the heart of its business. Learn the practical steps Zurich took to build a customer-centric culture, implement new technologies and processes, and shape a global CX standard. Plus, the impact of a customer first programme, including improved customer satisfaction, loyalty, and brand reputation.
Key Topics: Customer Feedback Management, Journey Mapping Services
Speakers:
Carole Layzell, VP Solutions Principal, Medallia
Clairy Moraitou, Group Head of Customer, Brand and Market Insights, Zurich
RingCentral: Rethink Your Critical Business Communications
In this session Ben will be taking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.
Key Topics: Conversation Intelligence for Customer Service, Digital Experience Services
Speakers:
Ben Pintilie, Technical Enablement Manager, RingCentral
Breakout Sessions
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
3:40pm BST - IBM: Driving growth in uncertain times : Lessons from global marketing leaders
Marketing is complex… and likely becoming more complex in 2023. Organizations are looking to technology (Marketing Technology, Artificial Intelligence), including personalization, and optimized workflows to enhance marketing performance. We surveyed over 1000 marketing leaders in 34 counties across all major industries. Our survey examined marketing activities to baseline performance and examine relative efficiency in terms of cost, agility and effectiveness.
Key Topics: Data Management Services, Digital Experience Services
Speakers:
Shubhen Chitnis, Partner, IBM Consulting, IBM iX
3:55pm BST - Genesys: Empathy in Action: Leveraging AI Powered Experience Orchestration to Deliver Empathy at Scale
Embrace empathy as a critical differentiator for organisations excelling in customer experience. Learn how empathetic organisations consistently outperform competitors and explore AI-powered experience orchestration to enhance empathy at scale with Genesys’ ‘All-in-One’ CCaaS platform. Delve into end-to-end journey visualization and measurement, elevating the customer experience by combining empathy and AI through a unified, and open platform.
Key Topics: Digital Experience Services, Journey Mapping Services
Speakers:
Zaheer Gilani, Account Director Public Sector UK&I, Genesys
Customer-Obsessed Enterprise Award Winner - Majid AI Futtaim | A (Slightly Unconventional) Point Of View On CX
Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2023 CX EMEA award winner.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Gregoire Charpe, Director - Customer Experience & Innovation, Majid AI Futtaim
Charles Awad, Chief Customer Officer, Majid AI Futtaim
Closing Remarks
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Guest Keynote
CX EMEA · May 10 – 11, 2023 · London & Digital
Intercontinental London – The 02
Book your hotel today.