CX Europe 2017 | Forrester Research | 14 November 2017 | Royal Lancaster , Lancaster Terrace, London W2 2TY, UK

Designing Breakaway Customer Experiences.

Today’s CX leaders must create experiences that meet or exceed customer expectations to drive profits. To succeed, CX leaders must not just design outstanding experiences but assemble the right ecosystems to deliver them, while simultaneously demonstrating the business value of customer experience as a discipline and leading its adoption across the organization.

Forrester’s 2017 Forum, showcases Forrester’s most recent research to help CX pros plan, design, and manage experiences that create business impact.

The Future Of Digital CX

•As CX professionals work to perfect their web, mobile and social CX, how can they integrate new platforms like bots, artificial intelligence, digital assistants and other new technologies.

• CX Design And Delivery
Featuring best practices for the creation of innovative, distinctive, customer journeys, including the finely tuned orchestration and collaboration of key functions like sales, marketing, and customer service.

Technology Stack And Strategy
• How CX and IT must collaborate to tackle new thinking about CX technology strategy and management, while driving digital transformation throughout the organization.

Creating And Nurturing A CX-Driven Culture
• A customer-obsessed culture is at the core of the most innovative companies. What are the hallmarks of these organizations?

•30+ sessions featuring industry experts and Forrester analysts
•600+ CX leaders, innovators, and practitioners.
•65% of attendees are director level and above.
•65% of attending companies achieve $1B+ in annual revenue.

2017 Speakers

Chip Heath
Professor, Stanford Graduate School of Business and Co-Author, The Power of Moments

David Truog
VP, Research Director, Forrester

Samantha Merlivat
Analyst, Forrester

Martha Bennett
Principal Analyst, Forrester

Alex Causey
Researcher, Forrester

Richard Ellingham
Core Reliability Team Manager, SKY Broadcasting UK

Simon Fraser
Senior Director of Customer Success, InMoment EMEA

Thomas Husson
VP, Principal Analyst, Forrester

TJ Keitt
Senior Analyst, Forrester

Richard Lewis
Design Director, Experience Design, Sainsburys

Henry Peyret
Principal Analyst, Forrester

Mike Power
Chief Operating Officer, Technology and Operations, DBS Bank

Heather Shafer
Business Analyst, Snap-on Tools

Martina Strand
Business Development Manager, Digital Innovation and CX, Nobia

Helen Thompson
Global Marketing Strategy Manager Real Estate, Banking and Insurance, Esri

Joana van den Brink-Quintanilha
Senior Analyst, Forrester

David Waugh
SVP Market Development, Datastax

Michelle Yaiser
Principal Analyst, Forrester

Ryan Skinner
Senior Analyst, Forrester

Enza Iannopollo
Analyst, Forrester

Michelle Beeson
Analyst, Forrester

Alison Broussy
VP, Customer Experience & Reputation, AccorHotels

Tom Champion
Senior Analyst, Forrester

Louise Fleming
Head of Consumer Insight, Marston’s PLC

Julio Hernandez
Head Of Global Customer Center Of Excellence, KPMG

Stuart Jackson
Head of Digital and User Experience, TSB Bank

Laura Koetzle
Vice President, Group Director, Forrester

Rick Parrish
Principal Analyst, Forrester

Rüdiger Pläster
Managing Director, ORT group

Maxie Schmidt
Principal Analyst, Forrester

Claire Sporton
Vice-President, Customer Experience Management, Confirmit

Roxana Strohmenger
Vice President, CX Index, Forrester

Tamsin Todd
CEO, FindMyPast

Szymon Walach
Managing Director, Retail Client Division, PKO Bank Polski

Luke Williams
Head of CX, Qualtrics

2017 Sponsors & Media Partner

PREMIER:
• KPMG

GOLD PLUS:
• Confirmit
• Datastax

GOLD:
• Censhare
• Inmoment
• Medallia
• Verint

SILVER:
• Clarabridge

EMERGING PAVILION:
• Qualtrics

VISIBILITY:
•Google Cloud
•Rant & Rave

MEDIA PARTNERS:
•CXPA