CX Predictions for 2023: In Conversation with guest Forrester

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Presented by

Mark A. Ratekin, Principal Consultant, Global CX Consulting, Forsta; Rick Parrish, VP, Research Director, Forrester

About this talk

2022 was a difficult year for businesses – global economic turmoil, rapidly changing customer buying patterns, evolving social interactions across channels are just a few of the challenges faced by many. As you and your organization gear up for 2023, it’s even more important to appreciate the role customer experience (CX) plays in driving brand loyalty and customer retention and how it can help future-proof businesses like yours. Join us to hear Mark A. Ratekin, Principal Consultant, Global CX Consulting, Forsta and guest speaker Rick Parrish, Vice President, Research Director, Forrester discuss the top CX predictions for 2023. Key takeaways: - Learn how effective CX programs evolve and improve - Understand core challenges for CX teams around survey design and data analytics - See how you can meet these challenges with data storytelling, design thinking and journey mapping - How focusing on Human Experience (HX) can help organizations future-proof CX activities

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Forsta powers the HX (Human Experience) platform that breaks down the silos between customer experience (CX) employee experience (EX), and market research. Our technology helps you get closer to your people to fully understand their experiences, really see who they are, better respond to their needs, and build genuine lasting relationships with them. We’re here to help inform and inspire all that you do to understand your humans. With us, you can gather, analyze, visualize, and act on the data and insights your customers and employees generate. We promote best practices, examine industry trends, discuss industry controversies and challenges, and above all, help you get to know the humans in your business.