The in-person and digital experience will
explore how customer experience, B2C marketing, and digital leaders
can better understand and serve their customers' needs to increase
loyalty and drive business growth
LONDON, May 4, 2022 /PRNewswire/
-- Forrester (Nasdaq: FORR) today announced the full
conference agenda for CX EMEA, being held in London and digitally on 22–23 June 2022.
According to Forrester, only 29% of European leaders regard
customer experience (CX) as a critical business priority
— despite the fact that, on average, when companies deliver a
good customer service experience, their customers are 2.4x more
likely to stay with them, 2.7x more likely to spend more with them,
and 10x more likely to recommend them. At the event, CX, B2C
marketing, and digital leaders will learn how to better understand
their customers' evolving needs and utilise CX as a competitive
advantage.
Featuring immersive experiences, keynote presentations, multiple
case studies, dedicated breakouts, and role-based sessions, CX EMEA
2022 will offer the latest research insights, models, and
frameworks to help leaders create emotionally positive experiences
that drive long-term customer loyalty.
Key Sessions Include:
- The Journey-Centric Revolution. Learn to overcome
journey-centricity pitfalls when evolving organisational design to
match changing customer needs.
- The State Of CX Teams. CX teams need a blend of
the right strategy, skills, and stamina to help their organisations
deliver better experiences. Understand the key priorities and the
challenges of scaling CX teams.
- The Effective CMO. During the pandemic, marketing
gained a new appreciation as a function for innovating new
products, delivery methods, and revenue models. Learn what a CMO
can do to ensure that this new appreciation for marketing stays for
good.
- Plan Your Sustainability Transformation. Understand the
key drivers of sustainability transformation and develop
sustainability as a competitive advantage.
- Beyond The Magic Metric: Scale A System That Measures
Customer And Business Value. Customer-centric companies help
customers create value, which increases customer loyalty. Explore
which metrics to optimise for long-term success.
Attendees will also have the opportunity to network with
like-minded peers, experience Forrester's CX Certification course,
and gain access to diversity and inclusion content. For senior CX,
B2C marketing, and digital leaders, the event will offer an
invitation-only executive programme, the Executive Leadership
Exchange (ELE), to expand on the Forrester thought leadership
presented at the conference and discuss best practices aligned to
executive priorities.
"The pandemic has changed customers' priorities and expectations
drastically," said Martin Gill, VP
and research director at Forrester. "Leaders need to make sure they
are delivering a customer experience that meets these new needs.
However, our research indicates that European leaders see investing
in CX improvements as a lower priority compared to their global
peers. At CX EMEA, we will provide insight into the new consumer
and how leaders can leverage customer data to deliver much-needed
customer centricity that will strengthen emotional bonds, build
trust, increase loyalty — and ultimately drive business
growth."
Resources:
- View the full agenda for CX EMEA.
- Register to attend CX EMEA.
- Members of the press interested in attending, please contact
press@forrester.com.
- Learn about Forrester Decisions for Customer Experience and B2C
Marketing Executives.
- Join the discussion on social media using #ForrCX.
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 centre of their
leadership, strategy, and operations. Our unique insights are
grounded in annual surveys of more than 700,000 consumers, business
leaders, and technology leaders worldwide; rigorous and objective
research methodologies, including Forrester Wave™ evaluations; over
70 million real-time feedback votes; and the shared wisdom of our
clients. To learn more, visit Forrester.com.
Contact:
Michael Burner
mburner@forrester.com
+44 20 7323 7608