Forrester’s CX Summit North America 2024 Tackles Balancing GenAI With Human Capabilities To Deliver Exceptional Customer Experiences
11 Marzo 2024 - 4:01PM
Business Wire
Forrester (Nasdaq: FORR) today announced the full conference
agenda for its CX Summit North America event being held in
Nashville, Tennessee, and digitally on June 17–20, 2024. According
to Forrester, 40% of B2C marketing executives in the US were
already exploring generative AI (genAI) use cases at the end of
last year, but as business leaders use this technology to improve
customer experiences, amplify marketing efforts, and enhance
digital properties, they must strike the right balance between
uniquely human capabilities, such as empathy, trust, and emotion,
and deploying genAI tools.
CX Summit North America will provide actionable advice to
customer experience (CX), B2C marketing, and digital leaders to
help blend genAI with human capabilities to deliver experiences
that drive greater customer trust and loyalty. This year’s Summit
will also honor winners of Forrester’s 2024 North American Customer
Obsession Awards, which recognize organizations that are
implementing successful strategies to deliver outstanding customer
experiences and accelerate business outcomes.
Noteworthy event sessions include:
- Forge Boundless Experiences With Humans + AI. In this
keynote, learn how to combine the power of AI with human
capabilities to create differentiated customer experiences.
- Don’t Get Canceled: Overcoming GenAI Consumer Backlash.
This session will uncover the factors fueling the consumer backlash
against AI, as well as ways for brands to control how they can
deploy genAI responsibly.
- Align To Win: CX, Digital, And Marketing. This keynote
will reveal how alignment between the customer-facing functions of
CX, digital, and marketing drives business growth.
- Leveraging AI To Drive Customer Loyalty. This session
will explore how customer loyalty will be impacted by AI over the
next five years.
- Introducing Your Future AI Consumer. This keynote will
examine the latest data to understand the relationship between
brands and consumers in the world of AI.
“Generative AI is having a transformative impact on customer
experiences,” said Rick Parrish, event host and VP, research
director at Forrester. “While it’s imperative for business leaders
to understand the promise of AI for CX, marketing, and digital,
they must not overlook the human element. At CX Summit North
America, leaders will learn how to create experiences that foster
customer trust and loyalty by harnessing the power of both humans
and AI.”
In-person attendees at CX Summit North America can experience
facilitated discussions, consulting workshops, and special
sessions. They will also have access to several unique programs,
including Forrester’s CX certification course, the Forrester
Women’s Leadership Program, and the Executive Leadership Exchange,
an invitation-only program for CX, marketing, and digital
executives.
Resources:
- Register to attend Forrester’s CX Summit North America.
- View the full agenda and speakers for CX Summit North
America.
- Learn more about what to expect at this year’s CX Summit North
America.
- Follow @Forrester and #ForrCX for updates.
About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research
and advisory firms in the world. We help leaders across technology,
customer experience, digital, marketing, sales, and product
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 700,000 consumers, business
leaders, and technology leaders worldwide; rigorous and objective
research methodologies, including Forrester Wave™ evaluations; more
than 100 million real-time feedback votes; and the shared wisdom of
our clients. To learn more, visit Forrester.com.
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Amanda Chordas achordas@forrester.com
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