Forrester CX NYC 2019 Conference - What You Need to Know

Customer experience has rightly become the primary focus for most forward-thinking enterprises. Customer expectations are constantly changing and have become more demanding in recent years. In order to drive revenue and growth in increasingly competitive markets businesses need to know exactly what they need to do to continuously improve customer experience and stand out from the crowd.

Forrester was founded in Cambridge, Massachusetts, way back in 1983 by George Forrester Colony, who is now the CEO and chairman of the board. It was 1998 when Forrester inaugurated their customer experience research by publishing their first CX report called “Why Most Websites Fail”.

Twenty years later Forrester has progressed from just one CX analyst to over 20 analysts worldwide, along with many other CX professionals, advisors and consultants. The Forrester Events team are responsible for the widely respected annual CX events held in New York, San Francisco, London, Singapore and Sydney. The annual New York CX event (CXNYC) has been the largest of Forrester’s annual events.

Forrester CX NYC 2019

This year’s CXNYC event is scheduled to take place at the New York Hilton Midtown over June 11th and 12th 2019. The conference location is close to Times Square and Central Park along with many of the city’s major attractions. For those needing somewhere to stay the New York Hilton Midtown has some great reviews on Tripadvisor with many people commenting on how comfortable the rooms are. It should be noted that while the main conference program takes place over Tuesday 11th and Wednesday 12th of June, pre-forum workshops and programs take place on Monday 10th.

The conference is priced at $2,350 for Forrester clients and $2,550 for non-clients. Anyone working for the government, in education or for a non-profit organisation is eligible for the $2,250 ticket price and importantly, if you register by April 30th 2019 you can save $200.

Forrester acknowledges that, over the past twenty years, customer experience has been elevated into a thriving, widely recognised and appreciated discipline. They say that now is the time to push forward, use the established foundation to drive real, disruptive innovation, leverate technology and use behavioral economics to redefine customer experience. Agile enterprises that are willing and able to move quickly are those most likely to gain a valuable advantage. Forrester CXNYC 2019 is intended to provide everything CX professionals need to succeed in what is becoming an increasingly uncertain economic future.

Forrester CX NYC 2019 Speakers

The speakers and presenters at Forrester CX NYC are recognised, high level CX professionals from both Forrester and many well known b-to-b and b-to-c companies operating across a variety of sectors. Here are just some of the excellent speakers who are lined up for the 2019 CX NYC event.

Kevin Blesy: Head of Strategy at &pizza.
As Head of Strategy at &pizza, a group of fast pizza outlets located around Washington DC, New York City, Philadelphia, Boston and Miami, he is responsible for all technology and business development for the brand. In his previous roles with Bain & Company along with Berkshire Partners Kevin spent significant time working with restaurants and retailers. He studied urban economic development at Yale University and received an MBA from Harvard Business School.

Kristi Langdon: Head of Customer Experience, Daimler Trucks.
Kristi is a customer experience executive with 20 years of senior level experience in manufacturing, banking, retail, and energy industries. She has an MBA from the University of Washington along with plenty of additional, highly relevant certification.

Gabi Steele: Data Visualization Engineer, WeWork.
Having previously worked for The Washington Post, Gabi is now employed as a data visualization engineer at WeWork, a shared-office-space company focused on developing communities. She holds a Master of Science in Data Visualization from Parsons School of Design and a BFA honors in Studio Arts & Graphic Design.

TJ Keitt: Principal Analyst, Forrester.
TJ presents the pre-forum workshop: Journey Map Like A Pro. He holds a has a B.S. in public relations and an M.S. in applied communication research from Boston University. His research has focused on the business of collaboration software. He also researches serious gaming, which is the use of games and gaming dynamics for business or educational purposes including the innovative use of virtual worlds for collaboration and training. TJ has been cited in ComputerWorld and the Financial Times.

Maxie Schmidt: Principal Analyst, Forrester.
Maxie Schmidt-Subramanian’s research focus at Forrester includes customer experience measurement, voice of the customer programs, making the business case for customer experience efforts and the relationship between pricing and customer experience. Maxie holds a Ph.D. focusing on services management and a master’s degree in management from Catholic University Eichstaett-Ingolstadt in Germany. She is one of the Forrester analysts lined up for the pre-forum Smarter Design: Data, AI and The Future of CX Design program.


Forrester CX NYC 2019 Pre Forum Options

As noted, on Monday June 10th there are number of pre-forum programs which will be of interest and relevance to many people.

Option 1 is entitled: Smarter Design: Data, AI and The Future of CX Design. This program is focused on emerging best practices related to AI, data and the future of CX. A number of Forrester analysts will share:

  • How CX pros can connect and partner with your data, AI and CX teams.
  • How AI-driven insights can power your CX strategy and design decisions.
  • How machine learning can refine and improve your CX programs in real-time.

Option 2 is a workshop called: Journey Map Like A Pro. This program, hosted by Forrester analyst TJ Keitt, addresses research showing that many companies are continuing to fail in delivering great CX across all touchpoints. It will help you to identify root causes of customer experience problems and take advantage of enhancement opportunities.

Option 3 is another workshop, entitled: Elevate Customer Experiences Through Experience Design. This workshop aims to equip participants with the practical skills needed to effectively use customer research, apply proven methodologies and learn about the tools available to improve customer experience.

Pre-registration is required for each of these pre-forum program options and each has a different price, not included in the main conference cost.

What People Say About Forrester CX NYC

The Forrester CX NYC event is attended by over 1000 customer experience professional, keen to learn and develop their skills. Feedback from previous conference attendees is consistently positive with many people praising the quality of the immersive workshops and the practical, immediately applicable skills and takeaways delivered by the excellent presenters.

The quality of the analyses and resources provided from Forrester are consistently high. They are widely respected for their expert insight, actionable guidance, and especially for their excellent CX NYC conference where attendees learn from industry experts and have the valuable opportunity to network with many other CX professionals.

Customer Thermometer will be exhibiting in a booth at CXNYC – come and say hello!

Can’t wait until June 10th? Why not try us out today… send yourself an example of Customer Thermometer here:

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