Forrester’s CX Events to Address the Human Element in AI-Driven Customer Experiences
In an era where AI is reshaping customer interactions, Forrester (Nasdaq: FORR) is stepping up to the challenge with its global customer experience (CX) event series. The series includes CX Summit EMEA in Amsterdam, CX Forum East in New York City, and CX Forum West in San Francisco, all scheduled for June 2026. These events aim to equip CX, marketing, and digital business leaders with the tools and insights needed to blend AI with human creativity, ensuring trust and genuine customer connections in an increasingly automated world.
Forrester’s announcement comes at a critical juncture where AI is both a boon and a challenge. As Keith Johnston, Forrester VP and group research director, notes, “AI is upending every aspect of the customer experience in ways we couldn’t have imagined even just a few years ago. But as automated interactions become the norm and consumer trust gets even more fragmented, the brands that win will be the ones that employ AI to drive business value while accepting its shortcomings.” The events will provide a platform for leaders to learn how to use AI with purpose and build with intent.
Key Insights at a Glance
- AI and Trust: Forrester’s events will explore how to balance AI efficiency with human trust.
- Total Experience Score: Unveiling Forrester’s expanded Total Experience Score to link employee sentiment with business outcomes.
- Human Foundation: Building a strong human foundation for AI-powered enterprises.
- Future Leaders Program: A new program designed to nurture young professionals in CX.
The Urgency of Blending AI and Human Touch
The rapid advancement of AI in customer experience is undeniable, but it also presents a significant challenge: maintaining consumer trust. As AI-generated content, deepfakes, and automated services blur the lines of reality, consumers are becoming increasingly skeptical. This skepticism can erode brand loyalty and customer satisfaction. Forrester’s CX events will address this critical issue by providing leaders with the strategies to integrate human creativity and empathy into AI-driven processes, ensuring that the customer experience remains authentic and trustworthy.
Like a Symphony Conductor, Forrester Guides the Blend of AI and Human Creativity
Just as a symphony conductor harmonizes diverse instruments to create a cohesive and powerful performance, Forrester’s CX events will guide leaders in blending AI with human creativity. The events will offer immersive experiences, including the invitation-only Executive Leadership Exchange and a celebration of Forrester’s Total Experience Honorees. These sessions will provide practical insights and frameworks to help leaders navigate the complexities of the AI era, ensuring that their brands stand out in a crowded market.
Forrester’s Events: Building the Experience AI Can’t
Forrester is taking a proactive approach to address the human element in AI-driven customer experiences. The global CX event series will feature keynote sessions that delve into the Total Experience Score, the impact of distrust in the age of AI, and the importance of a human foundation in AI-powered enterprises. Attendees will gain access to Forrester’s latest research, frameworks, and insights, enabling them to lead in this new era of customer experience. By combining AI with human creativity, leaders can create more meaningful and impactful customer interactions.
Future Outlook
The future of customer experience is at a crossroads, and Forrester’s CX events are poised to play a pivotal role in shaping this future. As AI continues to evolve, the need for human-centric strategies will only grow. The events will not only provide immediate solutions but also set the stage for ongoing innovation and collaboration. The upcoming CX Summit EMEA, CX Forum East, and CX Forum West will be crucial milestones in this journey, offering leaders the knowledge and tools to navigate the complexities of the AI-driven world.
Conclusion
Forrester’s global CX event series is a timely and essential response to the challenges and opportunities presented by AI in customer experience. For CX, marketing, and digital business leaders, these events offer a unique opportunity to learn how to balance AI efficiency with human creativity, ensuring that their brands remain trusted and relevant. How is your organization preparing for this shift? Join the conversation in the comments below.
About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We empower leaders in technology, customer experience, digital, marketing, sales, and product functions to be bold at work and accelerate growth through customer obsession. Our unique research and continuous guidance model helps executives and their teams achieve their initiatives and outcomes faster and with confidence. To learn more, visit Forrester.com.
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