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Forrester Announces Full Conference Agenda For CX North America Live Virtual Experience

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Forrester (Nasdaq: FORR) has announced the full agenda for the CX North America live virtual conference, scheduled for June 7-9, 2021. The event aims to help businesses improve customer experiences (CX) to drive growth, featuring sessions that showcase new research and actionable strategies. Notable speakers include Leslie Odom, Jr. and Andy Grammer. The conference will focus on leveraging data for better customer journeys, substantiating CX investments, and fostering customer loyalty through enhanced experiences.

Positive
  • The CX North America conference focuses on actionable CX strategies that may drive business growth.
  • Forrester's Customer Experience Index data indicates that companies excelling in CX increase revenue at twice the rate of their competitors.
  • The agenda includes sessions aimed at improving customer loyalty and justifying higher CX investments.
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  • None.

CAMBRIDGE, Mass., May 27, 2021 /PRNewswire/ -- Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX North America live virtual experience to be held June 7–9, 2021. A must-attend conference that brings together customer experience (CX), B2B, and B2C marketers and analytics practitioners, this year's agenda will focus on helping businesses shape their customer journeys to drive future business growth. In addition to unveiling new research, the event will feature Leslie Odom, Jr., a Tony and Grammy Award-winning artist, and a performance by Andy Grammer, an award-winning, multiplatinum singer, songwriter, and record producer.

Exceptional customer experiences that outpace customer expectations and create differentiation for brands often require a deep transformation toward a new mindset and a new way of operating. CX North America will equip leaders with actionable advice on how to justify greater CX investment while demonstrating the value and influence of CX initiatives. According to Forrester's Customer Experience Index (CX Index™) data, when customers have a better experience, their intentions to stay with a brand longer, buy more from that brand, and recommend that brand to others all increase. In fact, brands that excel in CX increase revenue at twice the rate of brands that don't. This year's event will zero in on the art and science of leveraging data to develop a positive customer journey, how to support and enhance that journey through strategic integration with data and analytics, and how to transform business and customers' experience.

Noteworthy sessions at CX North America include:

  • The Customer Obsession Advantage: This session will provide insight into how leaders can apply Forrester's customer-obsessed operating model to their resources, priorities, and constraints; how to build the right roadmap to customer obsession for their company; and ways to inspire employees to develop customer-obsessed habits.
  • It Takes Hard Data And Soft Power To Ensure CX Success: This session will outline six priorities CX leaders should focus on to create a consistent, high-quality customer experience that aligns with their firm's expression of customer obsession. CX leaders who succeed at these priorities will drive customer loyalty, deliver business results, and justify greater investment in CX.
  • Prepare For The Customer Renaissance: The pandemic has caused intensified consumer empowerment and self-reliance. This session will share insights into how brands can keep pace with empowered customers and what CMOs will need to do to pull ahead in the coming years.
  • Solve Customer Mysteries With Quantitative And Qualitative Investigation: This session will explore how companies are applying quantitative and qualitative methods together to gain a better understanding of their customers — who their customers are, how they behave, what motivates them, and how they feel about their experiences.
  • Design Lessons From A Pandemic Year: One of the six competencies of customer experience is experience design. Good design can spark positive perceptions in customers' interactions with a brand and lead to outstanding experiences. This session will share insights on how CX leaders can establish, scale, and evolve their design practice.

"The pandemic forced brands across industries to change their approach to customer experience on the fly," said Melissa Parrish, VP, group director at Forrester and host of CX North America. "However, they are not out of the woods yet. If businesses are to emerge from this global crisis, they must build experiences that help them empathetically engage with their customers, building a well of CX equity to ultimately bolster customer loyalty. At CX North America, we will help companies craft a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience."

Resources:

About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We help leaders across technology, marketing, customer experience, product, and sales functions use customer obsession to accelerate growth. Through Forrester's proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and put their customers at the center of their leadership, strategy, and operations. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective research methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients. To learn more, visit Forrester.com.

Media Contact:
Amanda Chordas
Public Relations
Forrester Research, Inc.
achordas@forrester.com

 

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SOURCE Forrester

FAQ

What is the CX North America conference by Forrester?

The CX North America conference is a live virtual event focused on improving customer experiences and driving business growth, scheduled for June 7-9, 2021.

Who are the speakers at the CX North America conference?

Notable speakers include Leslie Odom, Jr. and Andy Grammer.

What are the main topics covered at the CX North America conference?

Topics include leveraging data for customer journeys, justifying CX investments, and enhancing customer loyalty.

How does Forrester's Customer Experience Index impact revenue?

Forrester's data shows that brands excelling in customer experience increase revenue at twice the rate of those that don't.

How can I register for the CX North America conference?

You can register for the CX North America conference on Forrester's event website.

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