It Was A Sold-Out Experience That Moved CX Forward
CX Forum East 2026 brought urgency and clarity into focus. In New York City, a sold-out audience of CX, marketing, and digital leaders moved beyond surface-level AI conversations and into the harder work: building the experiences AI can’t replicate.
From standing-room-only keynotes to high-impact leadership programs, the event delivered momentum — the kind that reshapes how leaders think about trust, creativity, and the role of human judgment in an AI-driven world.
In 2027, that momentum continues — bringing new research, sharper insight, and the next evolution of total experience leadership.
Momentum You Could Feel
The energy never let up. Leaders debated priorities, tested decisions, and applied Forrester insight across programs, certification, and hands-on sessions. The Executive Challenge pushed leaders into high-stakes decisions, revealing how quickly strategy breaks down without clarity, trust, and intent.
Missed It? 2026 Highlights
Keynotes That Defined The Next Era Of CX
CX Forum East 2026 keynotes didn’t chase trends — they reframed how leaders approach experience in the AI era.
Leaders explored how Forrester’s Total Experience Score, now expanded with the Employee Experience Index, directly connects employee experience to brand and customer outcomes.
They tackled a defining challenge: earning trust when distrust is now the consumer default — and when expectations are shaped by AI, automation, and uncertainty.
And they confronted a critical truth: AI failures are strategy failures. Without clarity, intent, and a unified foundation, technology accelerates fragmentation instead of value.
Two days, end-to-end immersion, and one shared focus: making CX work.
Why Attend CX Forum East
CX Forum East 2027 returns for leaders who want more than inspiration — they want traction.
Accelerate Outcomes
Learn how to turn customer understanding into outcomes that drive growth, loyalty, and resilience — even amid uncertainty.
Align Teams
Discover how to unite teams around shared priorities to deliver seamless, end‑to‑end experiences.
Prove CX Value
Go beyond metrics to demonstrate the business value of customer experience, from revenue and retention to efficiency and trust.
Cut Complexity
Cut through the noise with research‑backed perspective to help you prioritize the initiatives that matter most and let go of what doesn’t.
Lead Confidently
Validate your decisions and challenge your thinking alongside Forrester analysts and peers who are navigating similar pressures, trade-offs, and opportunities.
Earn Trust
Prepare for an AI‑driven future where trust is earned, not assumed. Learn how to create experiences that feel transparent, human, and credible.
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.
What You’ll Experience
Discover practical insights to move from strategy to execution.
Insight-Rich Sessions
Attend research-driven keynotes and sessions grounded in Forrester frameworks.
Peer Networking
Connect with leaders solving similar challenges across industries.
Hands-On Guidance
Join interactive discussions, programs, and exchanges that turn ideas into action.
Strategic Tools
Get frameworks and models to bring back and activate within your organization.
Different By Design
CX Forum East delivers independent, research-backed insights without bias. Every session is built for activation: trusted knowledge, clear direction, and strategies you can use immediately to drive outcomes and accelerate progress.
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