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CXSF 2017


Optional Pre-Forum Workshops

Exclusive workshops at Forrester's CXSF 2017 Forum

Date: Wednesday, October 18, 2017
Time: 1:00-5:00 p.m. PST
Location: San Francisco Marriott Marquis

REGISTER NOW


Introduction To Customer Journey & Ecosystem Mapping

Forrester’s research shows that many companies – despite making customer experience a strategic priority – still fail to deliver a great customer experience across all customer touchpoints. This often stems from a lack of understanding of how behind-the-scenes activities connect to customer interactions. For companies to make significant and lasting customer experience improvements, they must first understand what’s really happening within their ecosystem, identify the root causes of customer experience problems, and prioritize initiatives to resolve the root causes.

Hosted By:

TJ Keitt, 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). 


Advanced Customer Journey Mapping

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:

Ryan Hart, 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).