Research and advisory firm Forrester has announced the full conference agenda for its upcoming CX North America live virtual experience.
Taking place from 7-9 June, the conference is aimed at bringing together CX experts, marketers and analytics professionals to help businesses better shape their customer journeys.
According to Forrester’s Customer Experience Index data, good customer experience leads directly to staying with brands for longer, buying more and recommending that brand to others, with companies excelling in CX increasing revenue at twice the rate of competitors that don’t.
Among CX North America’s sessions are:
- The Customer Obsession Advantage, with insights into how leaders can apply Forrester’s operating model, how to build the right roadmap, and ways to inspire employees to develop customer-obsessed habits
- It Takes Hard Data And Soft Power To Ensure CX Success, outlining six priorities CX leaders should focus on to create a consistent, high-quality customer experience
- Prepare For The Customer Renaissance, sharing insights into how brands can keep pace with customers empowered by the pandemic, and how CMOs should respond
- Solve Customer Mysteries With Quantitative And Qualitative Investigation, a session which explores how companies are applying quantitative and qualitative methods to improve customer understanding
- Design Lessons From A Pandemic Year, on how good design can improve perceptions of a brand and lead to improved customer experiences.
Speakers at the event include Forrester experts such as Rick Parrish, VP, Principal Analyst, and Anjali Lai, Senior Analyst, as well as outside experts. That includes Justin Maguire, EVP, Chief Design Officer, Salesforce, Alicia Enciso, Chief Marketing Officer, Nestlé USA, and Luis Angel-Lalanne, VP, Customer Listening, Global Servicing Group, American Express
“The pandemic forced brands across industries to change their approach to customer experience on the fly,” said Melissa Parrish, VP, group director at Forrester and host of CX North America. “However, they are not out of the woods yet. If businesses are to emerge from this global crisis, they must build experiences that help them empathetically engage with their customers, building a well of CX equity to ultimately bolster customer loyalty. At CX North America, we will help companies craft a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience.”
