CMSWire: Forrester CX Forum East: Trust, Governance and Focus Emerge as CX's New Priorities

This article was written by Greg Kihlström for CMSWire. Read the full article here.

The talk track is familiar across just about any marketing or customer experience event lately. AI will write your content, route your tickets, predict your churn and book the room before the guest knows they want it.

The analysts onstage at Forrester's CX Forum East, held June 16-17 at Discover Brooklyn, spent two days on a less flashy but ultimately more consequential topic: how organizations are meaningfully deploying these platforms.

Forrester CEO George Colony opened up his keynote by challenging attendees to “build the experience that AI can’t,” building on the idea of thinking beyond platforms.

The conference also unveiled the organization’s updated Total Experience Score, which now incorporates employee experience alongside brand and customer experience. This brings a new, and very human, component to this measurement, and reinforces that success in building a comprehensive and sustainable experience starts with employees.

This article was written by Greg Kihlström for CMSWire. Read the full article here.