Forrester announced the full schedule for its CX Summit EMEA to be held in London (and streamed) June 24-26, 2024. Today, customers expect more personalized services that reflect their unique preferences and behaviors. With advances in AI, businesses now have the opportunity to integrate generative AI tools with human capabilities to deliver more intuitive and responsive customer experiences (CX) that promote loyalty and satisfaction. However, socio-economic and cultural differences in Europe, combined with new AI regulations , pose a challenge, requiring a deep understanding of how to effectively integrate human experiences and AI, while managing the new complex regulatory landscape.
With immersive experiences, presentations, case studies and breakout sessions, CX Summit EMEA will deliver the latest research and frameworks to help marketing, customer relationship (CX), digital and B2C leaders understand how AI will transform customer and business interactions in the future.
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Session not to be missed:
- Solving the customer and AI dilemma: to be or not to be. This keynote session outlines the emerging rules and requirements for AI, and what businesses need to do to build trust and succeed in an AI-driven future.
- How CX teams can deliver on the promise of generative AI. In this session, CX leaders will learn to anticipate the changes that generative AI will create in their teams.
- Key steps for a successful talent strategy in the AI era. This session will explain why talent acquisition faces pressure from AI-enabled candidates and identify the tools needed to succeed in a talent-constrained world.
- Ignore the hype to focus on how to get the most out of (generative) AI. This session reveals how to avoid the most common pitfalls and anticipate the key actions needed to succeed with generative AI.
- Sustainability today, not tomorrow: AI will boost the “green” market revolution. In this session, understand how to apply AI across environmental liability use cases.
- Align customer experience (CX), digital and technology with the metrics that matter. This session covers the CX metrics businesses should use to drive internal alignment.
The CX Summit EMEA will also highlight the winner of Forrester’s Customer-Obsessed Enterprise Award – EMEA 2024 , which recognizes companies that drive business success by putting customers at the center of their leadership strategy and operations. Additionally, participants can take Forrester‘s CX certification course , participate in the Forrester Women’s Leadership Program, and participate in the GenAI Hackathon, an interactive networking session that will explore the strengths and weaknesses of AI tools. Senior leaders can participate in the Executive Leadership Exchange, an invitation-only executive program, to draw inspiration from Forrester thought leadership presented at the conference and discuss best practices aligned with executive priorities.
“Integrating AI tools and human capabilities is the future of customer experience; However, with new AI legislation on the horizon, European policymakers are navigating uncharted waters,” says Martin Gill, vice president and research director, Forrester. “The CX Summit EMEA will help CX, marketing and digital leaders understand the impact these new regulations will have on their businesses and how they can successfully integrate AI into their CX strategies to meet changing needs customers, now and in the future.
SOURCE: Businesswire
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