CX SF 2020 - Forrester`s Forum For Customer Experience Professionals

Topics

• Beyond digital disruption. Disruption is easy; survival is hard. Why does success in digital disruption not always translate to long-term business success? Why do some companies with great digital CX fail and others with poor CX thrive?
• Igital CX and culture. How do you create an organizational and leadership culture that supports and delivers excellence in digital CX?
• Digital + Physical CX. Learn how major brands are employing digital technology to reinvent their in-venue experiences
• Emotion in a digital world. Emotion is not just "feeling good" — emotional attributes of brands can be complex. The key is to understand which emotions drive CX for your brand and how to create them in the cold hard light of the smartphone screen or the social media feed
• Digital design. Learn how leading digital designers are reinventing experiences that enable the customer to be in control. Understand why designers must focus on making experiences that are customizable, convenient, fast, and inclusive
• Innovation in digital CX. Learn how leading-edge companies are reinventing their overall digital strategies to define and deliver superior CX