Build The Experience AI Can’t
Turn Ideas Into Action With Intent And Trust
In this AI era, CX, marketing, and digital business teams are racing to build smarter journeys, automate service, deploy agents, and personalise at scale — all while consumer trust is at an all‑time low. But beneath every intelligent experience lies something far more fundamental: a foundation AI can’t invent, infer, or magically repair.
AI needs purpose, direction, and clarity, an unshakeable base of human creativity, trust, context, customer identity, and quality data that underpins every customer interaction. Leaders must shift from doing more to creating better experiences, powered by humans and AI.
In 2026, deliver your total experience with intent — a state where your brand becomes unified, unmistakable, and unstoppable in perception and in operation, reinforcing trust in who you are and the value you create.
Plan & Prosper
Get twice the value for half the price! Now through 27 February, register for CX Summit EMEA 2026 and get two tickets for the price of one. Take advantage of this limited-time offer and set your team up for success. Use Voucher Code: PROSPER2FOR1.
Why Attend
CX Summit is designed to help you elevate experiences, accelerate progress, and lead with confidence. Here’s what you’ll gain:
Accelerate Impact
Learn how to turn customer insights into meaningful outcomes — without delays, missteps, or wasted effort.
Unite Teams
Break down silos and create shared strategies across CX, digital, and marketing to deliver seamless experiences.
Prove Value
Apply proven approaches to demonstrate ROI and show the business impact of exceptional customer experiences.
Gain Clarity
Cut through complexity with research-backed guidance tailored to your priorities and challenges.
Build Confidence
Validate your decisions with insights from Forrester analysts and peers who’ve overcome similar obstacles.
I enjoyed the quality of the content and the expertise of the Forrester analysts as thought leaders in CX.
— Anton de Wet
Nedbank
Flawless organization — excellent case studies in the plenary sessions.
— Alexander Czajor
STMicroelectronics
Great collection of senior CX practitioners — open discussions on the industry and technology trends.
— Mark Smith
CSG
2026 Keynotes: The Insights Defining The Next Era Of CX
CX Summit EMEA keynotes anchor the event in Forrester’s latest research and define what it takes to lead in the AI era.
Maximise A Complete Total Experience With Forrester’s EX Index
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.
Distrust Is Now Consumers’ Default:
Winning Trust In The Age Of AI
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.
Who Should Attend
This event is built for CX, B2C marketing, and digital executives, leaders, and their teams ready to transform experiences and accelerate impact:
- CX Professionals: Create advanced strategies to retain customers and showcase tangible business value by delivering outstanding experiences.
- B2C Marketers: Strengthen customer loyalty by aligning your team’s objectives with your brand’s values and uncovering valuable consumer insights.
- Digital Leaders: Leverage innovative technologies and artificial intelligence to accelerate customer acquisition and boost engagement performance.
What You’ll Experience
Discover practical insights and strategies to remove friction and create experiences that keep customers moving forward.
- Insight-Rich Sessions
Attend practical, research-driven presentations from Forrester analysts and CX innovators tackling today’s toughest challenges. - Peer Networking
Engage with CX, digital, and marketing leaders who share your priorities — and learn how they’re solving similar issues. - Hands-On Guidance
Join interactive workshops and roundtables designed to help you apply new strategies immediately. - Strategic Tools
Get frameworks and resources to take back to your team and put into action for measurable impact.
Different By Design
CX Summit delivers independent, research-backed insights without bias. Every session is built for activation: trusted knowledge, clear direction, and strategies you can use immediately to drive outcomes and accelerate progress.
Make The Case. Get The Green Light.
Ready to attend but need budget approval? Use these resources to show how CX Summit drives results — for you and your team.
Ideas Spark Action
Join us in Amsterdam to overcome what’s holding your organisation back: fragmented journeys, rising customer expectations, and relentless pressure to prove value. Gain the clarity and confidence to lead what’s next and deliver experiences that earn loyalty and measurable growth.
Pricing
Already a Forrester client with pre-purchased tickets? Please contact events@forrester.com for assistance with your registration. All others, please click below to register.
Standard
-
Client
€1095 EURO
£995 GBP -
Non-client
€1295 EURO
£1,195 GBP
Please be aware that the currency charged to your credit card will match the currency designated in your registered account, which may differ from the displayed prices. View event terms & conditions here.
Explore The Tracks That Shape The Future Of CX
Make Your Strategy Unmistakable
If everyone has access to similar AI tools, strategy is what sets you apart. This track helps leaders define a total experience strategy rooted in who they are and what their customers value. Learn how to align CX, marketing, and digital teams to deliver experiences where your brand feels consistent and unmistakable at every touchpoint.
Operate And Deploy With Intent
This track brings together the human foundation and the technology choices required to make strategy real. Focus on leadership, purpose, governance, and creativity, supported by fit-for-purpose data and platforms. Learn how to define value metrics, orchestrate human + AI workflows, and scale responsibly so that technology strengthens trust and execution rather than undermines it.
CX Summit EMEA · June 8 – 10, 2026 · Amsterdam
Contact us at events@forrester.com.