Customer Experience Forum Here I Come

After months and months of planning, it’s exciting to be on the verge of Forrester’s first ever Customer Experience Forum. The event, called The Customer Experience Journey: Keeping Momentum In The Downturn, starts this Monday at the Grand Hyatt in NYC. Maybe I’m too close to all of the planning to be objective, but I think the event will rock!

For one thing, we’ve blown past our projections for attendees and sponsors. That’s pretty amazing in this economy. We’ll probably have more than 700 people on-site including Forrester employees and the press, so the place will be hopping.

I’m giving the opening keynote speech which is titled “Charting Your Customer Experience Journey Through Tough Times.” I’ve given hundreds of speeches, but I’m more excited about this one than any of the others that I’ve given. It’s loaded with cool insights, fun content, and it will also showcase some brand new research. On Monday, we’ll be publishing my new report called “Customer Experience Boosts Revenue” which estimates the additional revenue generated by improvements in customer experience across 12 industries. I’ll definitely be blogging about that report down the road.

At the end of the day on Monday, I’ll be announcing the winners of Forrester’s Voice Of The Customer Award. We received 40 strong nominations, so the winners really did a great job.

On Tuesday, I’m thrilled to be leading a panel discussion with some very dynamic customer experience executives:

  • M. Bridget Duffy, M.D., Chief Experience Officer , Cleveland Clinic
  • Aisling Hassell, Vice President, Customer Experience and Online, Symantec
  • Ingrid Lindberg, Customer Experience Officer, CIGNA

Those are my appearances on the main stage, but there’s also a lot more that I’m excited about. Moira Dorsey, a Forrester research director, will be giving the opening keynote on the second day called  “The Future of Online Experiences: Prepare Now For Recovery.” And Harley Manning, another research director, will undoubtedly keep the entire event fun and entertaining in his role as host.

We also have a number of fantastic industry speakers on the main stage:

  • C. David Cush, Chief Executive Officer, Virgin America
  • Wayne Peacock, Executive Vice President, Enterprise Business Operations, USAA
  • F. William McNabb III, President and Chief Executive Officer, Vanguard
  • Martin A. Nisenholtz, Senior Vice President, Digital Operations, The New York Times Company
  • Chuck Cordray, Senior Vice President, General Manager, Hearst Magazines Digital Media
  • Sohrab Vossoughi, President and Founder, ZIBA Design

There are also four tracks loaded with great content in these areas: Designing Great Web Experiences, Mastering Cross-Channel Experiences, Building A Customer-Centric Culture, and Reinforcing Brands With Every Interaction.

The bottom line: I’m looking forward to the Big Apple!

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

3 thoughts on “Customer Experience Forum Here I Come”

  1. In a recent post entitled “Health Plans Deliver the WORST Exprience,” you specifically mentioned CIGNA (and Medicaid) as declining the most from the previous year. In light of that, don’t you think it is strange to include the Chief Experience Officer from CIGNA as one of your “dynamic” executive panelists?

    1. Peter: Very fair question. Customer experience transformation takes a few years to take hold, so we need to give CIGNA’s Customer Experience Officer some more time before we rate her based on CIGNA’s overall results. CIGNA’s results, however, do not define whether all of its employees are dynamic or not. Having said that, I stick to my comment that all of the panelists are extremely “dynamic.” And I think that attendees can learn a lot from each of them — including some of the things going at at CIGNA. I hope/believe that the audience will agree.

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