The Must-See Sessions at Forrester CX NYC 2018

The 2018 conference season has been full of great insights for retailers eagerly looking to better understand and serve their customer base. Despite conferences winding down and the approaching summer, there is one final event that should be on every retailer’s calendar.

The Forrester CX Forum is an annual event, held from June 19-20 in New York City, focused on connecting brands with latest customer experience trends and strategies to help them make customer experience an engine of growth for their business. Over the course of two days, you’ll hear firsthand CX intel from the brands that implemented them, and have access to the latest research from leading Forrester analysts, and how you can apply it to your brand.

Most retailers know that customer experience is key in growing their brand. But when it comes to creating those experiences that get customers in the door and to return, what is the CX secret sauce? In a time where there is so much noise surrounding what makes great customer experiences, insight and collaboration is needed to help cut through and allow your business to thrive. Here are a few of the sessions that you won’t want to miss at this year’s show.

Tuesday June 19

8:45-10:15a.m. – Reset, Realign, Reinvent

Radical innovation – not just incremental innovation — is the emerging benchmark of CX leadership. Disruptive customer-centric innovation is required to achieve explosive business growth – and can only be pursued by enterprises that are driven by CX, not merely informed or improved by it.

Greg Marion, Vice President, Enterprise Senior Strategy Officer, USAA

New Research
Maxie Schmidt, Principal Analyst, Forrester

Partner Presentation
Accelerating Growth Through Memorable Self-Service Experiences
PV Kannan, Co-Founder and Chief Executive Officer, [24]
Lukhvinder (Lucky) Rai, Director of Operations – Digital Engagement, Dish Network

Data Insights
Michelle Yaiser, Principal Analyst, Forrester


2:30-2:50p.m. – Partner Tech Demos

Get access to the tools that could help you to optimize your customer experience. The latest customer experience driving technologies will show quick, real-time demonstrations of new and emerging solutions and what they can mean to your specific needs.

Full Story
Customer Experience Starts With Empathy
Justin Dilley, Head of Product, FullStory

Intouch Insight
Did Front-Line Teams Get Left Behind In The CX Tech Evolution?
Cameron Watt, President & CEO, Intouch Insight

How To Improve Agent Productivity And The Agent Experience With Bots, RPA, And AI?
Kumaran Shanmuhan, Vice President of Solutions, Jacada

CX Analyst Versus Machine
Sean McDade, PhD, Founder & CEO, PeopleMetrics
Ken Kozielski, VP of CX, Wyndham Vacation Ownership

Cora Journey360: Empowering The Customer-Centric Enterprise
David Clark, Co-founder, Partner, TandemSeven

3:35-4:50p.m. – To Thrive In Retail, Obsess About Your Customers And Invest In Your Associates

Retail is constantly evolving, and because of that your customer experience needs to keep up. This doesn’t just mean digital, across every channel and touchpoint in the shopping journey. From clicks to store associates. This session will include an in-depth exploration of key issues and challenges, led by Forrester retail analysts and defining new best practices from innovative CX professionals.

Fiona Swerdlow, Vice President, Research Director, Forrester
Jennifer Wise, Senior Analyst, Forrester
Michelle Yaiser, Principal Analyst, CX Index, Forrester

5-6p.m.-The Art and Science of CX Innovation

To find new sources of growth, you need to map customers’ unmet needs, both adjacent to your existing products and services and further afield. How do you foster CX creativity that shatters current assumptions and standards, even redefines your business model?

New Research
Brendan Witcher, Principal Analyst, Forrester

Partner Presentation
with InMoment

Keynote & Conversation
Michael Cerda, Chief Product Officer, Marcus by GS
Dustin Cohn, Head of Marketing, Marcus by GS
Darin Cline, Managing Director of Operations, Marcus by GS


8:45-10a.m. -Go Deep and Wide on Customer Understanding

Radical reinvention and revenue growth requires a complete, 360-degree view of your customers behaviors and values, not just their interactions and relationships with you. How do you map customers’ unmet needs beyond your existing products and services?

New Research
Joana van den Brink-Quintanilha, Principal Analyst, Forrester

Partner Presentation
Des Cahill, VP and Head CX Evangelist, Oracle

Dan Egan, Vice President of Behavioral Finance and Investing, Betterment

Abby Covert, Senior Staff Information Architect, Etsy

11-12p.m.- Meet the CX Disruptors

As brands cross boundaries in search of new customers and growth, your most dangerous competitors will come from unexpected directions. How do you defend against these new threats – and how do you go on the offensive yourself?

Partner Presentation
Economics, Execution, Engagement
Julio J. Hernandez, Head of Global Customer Center of Excellence, KPMG
Mark G. Moraitakis, Sr. Director of Customer & Market Insights, Chick-fil-A, Inc

New Research
Andrew Hogan, Senior Analyst, Forrester

Keynote & Conversation
Ernie Garcia III, CEO & Chairman, Carvana

12-1:00pm The Biggest Checkout CX Pain Point Going Unsolved

For customers, the checkout process is the final course of the shopping experience, and there’s a lot of expectation built up around it. Today, however, brands are missing the mark by letting a major pain point within the checkout experience go largely unaddressed: the payments step.

During Vyze’s experiential lunch, attendees will learn:

  • New consumer data on what people have come to expect from the checkout experience.
  • A deep dive into how brands are leaving their payments step unsolved, and the effect it has on brand image, loyalty, and sales.
  • The actions leading brands, like and Nordic Track, are taking to optimize their checkout CX and the growth they are seeing as a result.

To attend this VIP lunch please email,

2:25-2:55 The Role Of Emotion In Shaping Digital Experiences

There is no question the influence that emotion has on the shopping process. It can be the difference between customers making a purchase or not. Understanding this emotional process can be key in creating digital experiences that make a difference. In this session, Clicktale’s Liraz Margalit, Head of Behavioral Research will dive into the role that emotion plays.

Learn more about the show and why you should attend here. You can check out the complete list of sessions and speakers, and view the full agenda here. To register for the conference, please contact

by Veronika Clough

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