CX Summit
APAC

Brand experience (BX) and customer experience (CX) are two sides of the same coin, and companies must invest in both simultaneously to deliver the Total Experience and maximize growth. An integrated strategy can increase revenue up to 3.5x — significantly more than focusing on one or the other. In this session, you will: 

• Learn how Forrester’s new Brand Experience Index and newly refined Customer Experience Index (CX Index™) work together to measure and deliver a total experience. 

• Discover how the indexes can help your brand shape acquisition and retention strategies. 

• See examples in banking, automotive, retail, and more. 

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Details coming soon.

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, marketing, and digital technologies and services.

Digital experience measurement goes beyond basic interaction metrics to include technical performance, usability, and customer perception. Join this session to learn how to: 

• Adopt a holistic approach that connects technical, operational, and customer metrics 

• Link digital measurement to business and customer outcomes 

• Implement essential steps for effective digital experience measurement 

Details coming soon.

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, marketing, and digital technologies and services.

Many consumers say they do not trust companies using AI. Yet every company aspires to develop AI projects that their customers trust and are willing to engage with. Failing to close the trust gap threatens the success of even the most promising AI strategy. This session explores how companies embrace trustworthy AI practices and build trust with their customers. Join this session to: 

• Learn what drives customer trust in AI. 

• Gain guidance from companies that have successfully implemented trustworthy AI projects that customers really trust. 

• Understand how you can apply best practices to your AI projects and strategy. 

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Join case study sessions to hear real-world stories, solutions and insights leveraging the best in today’s CX, marketing, and digital technologies and services.

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 2025 APAC award winner.

The next generation of customer experiences is reshaping relationships at an unprecedented pace. Artificial intelligence and other mature and emerging technologies all demand that companies urgently adapt their design strategies to keep up with this rapid evolution. Customers’ expectation for a brand to deliver The Total Experience involves creating more intuitive, conversational, and humanlike interfaces. By doing so, businesses can gain deeper insights into customer preferences, automate repetitive tasks, and streamline the delivery of future digital experiences. Consequently, these experiences become more assistive, anticipatory, and empowering for customers, a shift that positions organizations to engage and grow with today’s “distracted consumer.” 

In this keynote presentation, you will learn: 

• How digital experiences need to evolve to be more humanlike and empowering.  

• Leading organizations’ journeys toward next-generation design and technology strategies. 

• Practical tools to start evolving how your company builds design practices and technical capabilities to deliver next-gen experiences.