CX Summit North America 2024 | Forrester Research, Inc. | 17 June 2024 | Gaylord Opryland Resort & Convention Center, 2800 Opryland Dr, Nashville, TN 37214

The future is upon us. The fusion of humans and AI will revolutionize how customers and businesses interact. The traditional customer lifecycle no longer holds true — it has collapsed into a set of boundless experiences. In this world of perpetual customer relationships moving at the speed of digital – empathy, trust, and emotion are essential. Only leaders who can integrate CX, digital, and marketing to harness the power of human + AI will create differentiated value in the eyes of customers.
Join us at this summit to explore how to thrive in this new era:
• Understand what human + AI means for your customers, employees, and organizations​
• Align CX, digital, and marketing to prepare for the future of boundless experiences ​
• Create unique experiences to drive customer loyalty ​
• Unlock and act on customer insights ​
• Upgrade your CX, digital, and marketing practices ​
• Measure the business impact of customer experience

This summit will bring immersive experiences that provide invaluable insights and actionable advice to drive better business results. During the event, we’ll give you guidance on how to grow your vision, improve your strategy, hone your skills and expand your community. We are excited to offer you:

• 60+ role-based sessions aligned to your priorities.
• Numerous session formats to meet your learning style including analyst presentations, panel discussions, fireside chats and more.
• Marketplace opportunities to help you find the right solution provider for your CX, marketing, and digital needs.
• Networking opportunities to help you expand your community, meet with Forrester analysts and connect with peers facing similar challenges.

Key Topics:
• Customer Analytics
• Consumer Insights
• Brand Marketing
• Organization Structure And Practices
• Emerging Technology
• Employee Experience
• Customer Experiences And Strategy
• Measurement
• Leadership
• Diversity & Inclusion

Track Themes:
• The Future Of Humans + AI:
Successful organizations don’t focus on AI alone — they build partnerships of humans + AI to create teams that perform better than either one alone. These sessions will explore human + AI partnerships that can benefit customers, employees, and organizations. Participants will gain insights into the changing dynamics and challenges that arise in this new era.

• Analytical Alchemy: Transform Data Into Value:
Data is abundant in the digital age, but companies struggle to unlock its value by turning it into insights-driven actions. These sessions will provide practical guidance on how to collect, analyze, and act on data to drive customer-centric decision-making and business growth.

• Human-Centered, AI-Ready Leadership:
Leading organizations through the AI revolution requires a unique set of skills and competencies. These sessions will empower leaders to navigate the magic and mayhem of AI. Attendees will gain insights into how to foster innovation, build high-performing teams, and drive organizational change.

• AI Everywhere:
Customer experience (CX), marketing, and digital leaders are suddenly responsible for infusing AI into their strategies. And there is no shortage of solutions promising to use AI to deliver better experiences or higher engagement. This track will provide CX, marketing, and digital leaders with the knowledge to assess where AI fits into their initiatives and how to ensure that the AI technology they adopt delivers value to the organization.

• Better Together: CX + Digital + Marketing:
Effectively align customer experience (CX), digital, and marketing strategies to differentiate experiences for customers and drive growth. Explore opportunities and learn best practices through real-world examples.

• Deliver Experiences At Digital Speed:
Customer expectations for instant interactions reshape the notion of being customer-centric. These sessions explore how organizations can maintain a customer-focused approach by leveraging the power of AI. Participants will learn strategies for designing and delivering personalized experiences that match customer expectations and drive loyalty.

• The GenAI Trust Imperative:
The possibilities of generative AI (genAI) elicit both excitement and fear. At the heart of this emotional dichotomy is trust. Can I trust that, as AI does good things, it won’t also do bad things — to me, to my brand, and to society at large? This track explores how to build consumer trust and deliver market value while advancing your genAI agenda.

2024 Speakers

Michelle Peluso
Executive Vice President and Chief Customer and Experience Officer, CVS Health

Elpida Ormanidou
Vice President, Business Intelligence & Advanced Analytics, PetSmart

J.P. Gownder
VP, Principal Analyst, Forrester

Dipanjan Chatterjee
Vice President, Principal Analyst, Forrester

Katy Tynan
VP, Principal Analyst, Forrester

Judy Weader
Principal Analyst, Forrester

Sharyn Leaver
Chief Research Officer, Forrester

Audrey Chee-Read
Principal Analyst, Forrester

Rick Parrish
VP, Research Director, Forrester

Angelina Gennis
Senior Analyst, Forrester

Keith Johnston
VP, Group Director, Forrester

James L. McQuivey, PhD
VP, Research Director, Forrester

Shar VanBoskirk
VP, Principal Analyst, Forrester

Sucharita Kodali
VP, Principal Analyst, Forrester

Mike Proulx
VP, Research Director, Forrester

Brandon Purcell
VP, Principal Analyst, Forrester

Su Doyle
CX Exec Partner & Sr Analyst, Forrester

Aaron Katz
VP, Research Director, Forrester

Ian Jacobs
VP, Research Director, Forrester

David Truog
VP, Principal Analyst, Forrester

AJ Joplin
Senior Analyst, Forrester

Arielle Trzcinski
Principal Analyst, Forrester

Christina McAllister
Senior Analyst, Forrester

Chuck Gahun
Principal Analyst, Forrester

Colleen Fazio
Senior Analyst, Forrester

David Johnson
Principal Analyst, Forrester

David Truog
VP, Principal Analyst, Forrester

Emily Collins
VP, Research Director, Forrester

Eric Epstein
VP, Executive Partner, Forrester

Gina Bhawalkar
Principal Analyst, Forrester

Jen Sanning
Executive Partner, Forrester

Jenna Wohead
Director, Certification, Forrester

Jessica Liu
Principal Analyst, Forrester

Joe Stanhope
VP, Principal Analyst, Forrester

Jonathan Roberts
Senior Analyst, Forrester

Judy Weader
Principal Analyst, Forrester

Julie Ask
Vice President, Principal Analyst, Forrester

Kara Hoisington
Principal Consultant, Forrester

Katy Cobian
VP, Executive Partner, Forrester

Kim Herrington
Senior Analyst, Forrester

Mary Pilecki
VP, Principal Analyst, Forrester

Max Ball
Principal Analyst, Forrester

Melissa Gill
VP, CX Executive Partner • Executive Program, Forrester

Michele Goetz
VP, Principal Analyst, Forrester

Mo Allibhai
Senior Analyst, Forrester

Nikhil Lai
Senior Analyst, Forrester

Pete Jacques
Principal Analyst, Forrester

Peter Wannemacher
Principal Analyst, Forrester

Rich Saunders
Senior Analyst, Forrester

Ron Rogowski
VP, Executive Partner, Forrester

Rowan Curran
Senior Analyst, Forrester

Rusty Warner
VP, Principal Analyst, Forrester

Senem Guler Biyikli
Analyst, Forrester

Stephanie Liu
Senior Analyst, Forrester

Zeid Khater
Analyst, Forrester

2024 Sponsors

PREMIER SPONSORS:
• Fullstory
• Medallia

PLATINUM SPONSORS:
• Csg
• Genesys
• NICE
• Observe.AI
• Qualtrics

GOLD SPONSORS:
• Acxiom
• Alchemer
• CallMiner
• Concentrix
• Intouch
• Thematic
• Uniphore

SILVER SPONSORS:
• BlastX
• Calendly
• Forethought
• SurveyMonkey

BRONZE SPONSORS:
• JourneyTrack.io
• Verndale