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The Future Of CX

Part of Forrester’s “Future Of” complimentary webinar series

For the last few years, customer experience performance has stalled. But forces are aligning that will move CX forward and expand its mandate. CX will soon find itself on centerstage.

A dynamic, technology-infused market is pushing firms to innovate, shapeshift, and experiment. CX will become the through line that keeps brand identity whole and ensures that every move is customer centric.

The road between the current and future state of CX is full of exciting and complex challenges. Teams will need to master new roles, skills, and technologies. They’ll have to effectively collect and act on customer feedback and work in lockstep with teams across the organization.

Join hosts Chief Marketing Officer Victor Milligan and VP, Principal Analyst Rick Parrish as they walk you through the dynamics that will define the next 5-10 years of CX and how to get ready now.


  • What’s spurring change in CX.
  • Where CX fits into the adaptive enterprise model.
  • How AI can augment CX.
  • Why customer feedback is an untapped resource (and how to tap it).

Complete the form to watch this on-demand webinar


Date and time:
Thursday, September 26

1:00 – 1:45 p.m. ET
12:00 – 12:45 p.m. CT
10:00 – 10:45 a.m. PT

45 minutes (including 15 minutes of Q&A)

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Discover more about Real-Time CX.


Victor Milligan

Chief Marketing Officer

Rick Parrish

VP, Principal Analyst

Ron Rogowski

VP, Principal Consultant

David Truog

VP, Research Director

Srividya Sridharan

VP, Research Director