CX Forum East

CX Forum East
June 16-17 at NY Marriott at the Brooklyn Bridge in NYC, NY. Hosted by Forrester. Register here.

Why Attend CX Forum East

Join an intimate gathering of CX leaders, B2C marketers, and digital innovators in one of the world’s most dynamic cities:

Make Decisions

Apply research-backed guidance and frameworks to act with confidence.

Build Relationships

Network in an intimate setting with fewer than 400 attendees.

Meet Analysts

Engage in one-on-one meetings and small group discussions for tailored advice.

Explore Success

Learn how peers turned strategy into measurable impact that you can replicate.

Gain Practical Tools

Take home templates and scorecards to accelerate progress immediately.

Align Your Team

Collaborate with colleagues to prioritize actions and drive measurable outcomes.

2026 Keynotes: The Insights Defining The Next Era Of CX

CX Forum East keynotes anchor the event in Forrester’s latest research and define what it takes to lead in the AI era.

Maximize A Complete Total Experience With Forrester’s EX Index

Your brand and customer experience hinge on the employees who bring your organization to life. Until now, proving how employee support drives brand and customer value relied largely on indirect evidence. Forrester’s expanded Total Experience Score — now incorporating the new EX Index — provides a direct connection, showing how changes in employee sentiment and engagement translate into stronger business outcomes, customer satisfaction, and growth.

Distrust Is Now Consumers’ Default:
Winning Trust In The Age Of AI

As AI-generated content, deepfakes, and automation blur reality, consumers are questioning everything. Trust is no longer assumed — it must be earned. This keynote explores how trust is evolving, what now shapes consumer belief, and how CX, marketing, and digital leaders must rethink experience design to succeed in an era of pervasive distrust.

The Human Foundation Of The AI‑Powered Enterprise

As artificial intelligence reshapes the demands on your business and customer expectations, many organizations respond by bolting AI onto systems never designed for trust or coherence. The result isn’t smarter experiences — it’s faster fragmentation and declining loyalty. This keynote challenges leaders to confront a hard truth: AI failures are strategy failures. Learn how to build the foundation AI can’t invent on its own — clarity, trust, and intent — to deliver a true Total Experience powered by humans and AI.

Who Should Attend

CX: Develop next-level strategies to retain customers and demonstrate business impact through exceptional experiences.
B2C Marketing: Cultivate customer loyalty by aligning your team’s strategies with your brand promise and uncovering powerful consumer insights.
Digital: Harness cutting-edge technologies and AI to accelerate customer acquisition and improve engagement metrics.

Make The Case. Get The Green Light.

Ready to attend but need budget approval? Use these resources to show how CX Forum East drives results — for you and your team.

Download the “Convince My Boss” letter — individual.Download the “Convince My Boss” letter — team.

Forrester CX Events On LinkedIn

Forrester CX events bring together customer experience, marketing, digital, and technology leaders to turn ideas into action.

Explore The Tracks Shaping The Future Of Customer Experience

Make Your Strategy Unmistakable

Create a total experience strategy that competitors and their AI can’t copy by grounding decisions in customer value and aligning CX, marketing, and digital teams.

Operate On A Foundation AI Can’t Build

Build the human foundation AI can’t invent — leadership, purpose, governance, and trusted data — to design experiences that are reliable, safe, and worthy of trust.

Deploy Technology With Intent

Accelerate CX tech, automation, and agents with purpose — defining metrics, guardrails, and human + AI workflows that turn strategy into scalable impact.