Forrester CXNY 2019

Created by barbchandler Employee on Jan 3, 2019

Tuesday, June 11, 2019 at New York Hilton, NY

Starts at 10:00 AM · Ends on Jun 12, 2019 at 11:00 AM, EDT (America/New_York)

  • barbchandler

First, the good news.

Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact. Congratulations!



Now the bad news: We have failed at delivering true innovation.

Yes, we've made incremental improvements. Yes, we've proven adept at following the example of well-known leading CX brands. And yes, we've enthusiastically embraced new digital tools, like chatbots.

But the low-hanging fruit has been gathered. CX performance has plateaued. Now what?


Simple: We need real, disruptive innovation. The time has come for an aggressive push for radical change in CX. We need innovation that leverages the latest technologies -- but doesn't assume that innovation comes solely from new digital tech. And we need innovation that is deeply evidence-based, using both quantitative techniques (like behavioral economics) and qualitative research (like ethnographics).


The next revolutions are waiting. They will emerge from this sweet spot: At the intersection of insight and innovation.




Preliminary agenda; subject to change. Detailed program will be released in January 2019.


Monday, June 10, 2019

1:00 PM – 5:00 PM
Optional Pre-Forum Programs: Summits and Workshops



Tuesday, June 11, 2019

8:30 AM – 9:45 AM
Welcome & Opening Keynotes


9:45 AM – 10:45 AM
Morning Networking Break


10:45 AM – 12:30 PM
Deep Dives and Sponsor Presentations


12:30 PM – 1:30 PM
Lunch and Networking


1:30 PM – 2:30 PM
Main Stage Keynotes


2:45 PM – 4:00 PM
Deep Dives and Sponsor Presentations


4:00 PM – 4:45 PM
Afternoon Networking Break


4:45 PM – 5:45 PM
Main Stage Keynotes



Wednesday, June 12, 2019

8:30 AM – 9:30 AM
Main Stage Keynotes


9:30 AM – 10:15 AM
Morning Networking Break


10:15 AM – 11:30 AM
Deep Dives and Sponsor Presentations


11:45 AM – 12:45 PM
Main Stage Keynotes


12:45 PM – 1:45 PM
Lunch and Networking


1:45 PM – 2:45 PM
Main Stage Keynotes


2:45 PM – 3:15 PM
Coffee Break


3:15 PM – 4:00 PM
Final Thoughts: Deep Dives



To nominate a speaker for this Forum, please fill out the Speaker Submission Form


New York Hilton, NY