The CX Mindset

Being customer-obsessed means putting customers at the center of your business, even if that means disrupting your business. Easier said than done. In fact, it requires an entirely new mindset. In this session, attendees will learn how leading practitioners design and manage CX programs that are explicitly intended to fundamentally change the way they do business.

Getting Customer Understanding Right

To understand what makes your customers tick, you must balance quantitative with qualitative methods. We explore how modern customer understanding programs work — their methods, organization, and results.

The Rise Of Experience Design

We live in a world of digital abundance, where our experience of objects, places, and spaces undergoes perpetual change. Across all industries, leading firms embrace digital to upend decades-old experience models by questioning once-hallowed assumptions about key customer journeys, profit drivers, customer behaviors, internal processes, and capabilities. In this portion of the program, we focus on how savvy practitioners take advantage of new opportunities to supercharge critical moments in the customer journey and bring customers into the design process in radically new ways.

Building A Customer-Centric Culture

Forrester's research shows that building sustainable, remarkable experiences, in any industry, requires a customer-obsessed culture. Unfortunately, culture transformation remains one of the toughest challenges CX pros face. The good news: Best practices for defining, guiding, and sustaining these efforts travel well across industries.

How To Upgrade CX Measurement Programs

You can’t manage what you don’t measure, and yet 75% of business leaders acknowledge that they don’t tie CX quality to business outcomes. Thirty-nine percent don’t even bother to ask customers for feedback about their interactions. In this session, we explore emerging capabilities that make measuring CX more effective, compelling, and actionable. We also spotlight practitioners who are launching measurement programs the right way.