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CXNYC 2017


Optional Pre-Forum Workshops

Exclusive workshops at Forrester's CXNYC 2017 Forum

Date: Monday, June 19, 2017
Time: 1:00-5:00 p.m. ET
Location: New York Hilton Midtown


Advanced Customer Journey Mapping - SOLD OUT

Customer journey mapping has become an increasingly critical tool in the pursuit of exceptional and innovative customer experiences. Hands-on exercises will highlight common mistakes and misperceptions, as well as core concepts, including the seven steps of highly effective journey mapping, and five essential checklist items to get started quickly and ensure the effectiveness of your journey maps. Participants will emerge equipped with the tool sets and techniques necessary to create effective and insightful customer journey maps with their own teams and organizations.

Hosted By:

Rick Parrish, Principal Analyst, Forrester
TJ Keitt, Senior Analyst, Forrester  


Upgrade Your Personalization Program And Engagement Strategy

Personalization covers a broad array of actions and activities, from email targeting, loyalty, and web experiences to marketing and serving existing customers. But to move beyond simple, single-touchpoint initiatives, companies need to build a deep and broad personalization roadmap with customers at the center. Join Forrester Vice President and Principal Analyst Ted Schadler to learn best practices for advanced personalization and how to apply Forrester's POST methodology — people, objectives, strategy, and technology — to help you find quick wins while building long-term customer engagement.

Hosted By:

Ted Schadler, VP, Principal Analyst, Forrester
Jennifer Wise, Senior Analyst, Forrester

This workshop can be purchased separately through the link or as an add-on to your forum ticket. Pricing: $799 ($699 Clients). 


Rally The Organization Around CX Metrics

Effective CX measurement and VoC programs help make customer feedback an integral part of business decisions. Often, however, CX teams struggle to leverage CX metrics and insights with stakeholders and partners, resulting in failure to embed these metrics and insights into stakeholders’ decisions. Join Forrester Principal Analyst Maxie Schmidt in a hands-on session in which you'll map your internal stakeholders' decision-making processes and use the insights to discuss ways to make the metrics and insights you share more relevant, specific, easy and appealing for those stakeholders and to share metrics and CX insights at the right time, channel and level of depth.

Hosted By:

Maxie Schmidt, Principal Analyst, Forrester

This workshop can be purchased separately through the link or as an add-on to your forum ticket. Pricing: $799 ($699 Clients).