CX Summit

Your brand and customer experience hinge on the employees who bring your organisation to life. Until now, proving how employee support drives brand and customer value has 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, higher customer satisfaction, and sustained growth.

As AI-generated content, deepfakes, and automation continue to 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.

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.