Forrester Announces Full CX APAC 2022 Conference Schedule

The in-person and digital event experience explore how leaders in customer experience, marketing and digital can build long-term customer loyalty to fuel business growth

SYDNEY, April 20, 2022 /PRNewswire/ — Forrester (Nasdaq: FORR) today announced the full schedule for the CX APAC conference, to be held at Sydney, Australiaand digitally on May 10-11, 2022. According to Forrester, 44% of shopping influencers in Asia Pacific plan to improve customer experience (CX) as one of their top priorities over the next 12 months. Even a minor improvement in the quality of a brand’s customer experience can generate revenue by reducing customer churn and lowering the cost of customer acquisition.

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CX APAC will showcase best practices for executing a well-orchestrated CX strategy. At the event, leaders in customer experience, B2C marketing and digital will have access to the latest insights, models and research frameworks to build long-term customer loyalty. Some of the standout sessions at the event include guest industry speakers from leading organizations such as australia National Roads and Motorists Association (NRMA); Education in Motion, the parent company of Dulwich College International and other leading private schools in the region; and HESTA, australia largest pension fund dedicated to the health and community services sector.

Key sessions include:

  • Successful Chief Experience Officers (CXOs) focus on results. Successful CX teams focus on organizational results and align their work directly to those results to succeed. This session will explore how to align business outcomes with CX initiatives.

  • The future of customer service is “automatically” human. Automation done right can guide and enable customers to reap the benefits of great customer service. This session will describe how automation can transform and collaborate with human support to deliver great customer service experiences.

  • How to design for emotions. The ability to accurately identify watershed moments in customer buying journeys and align capabilities around those moments is critical to acquiring, serving and retaining customers. This session will cover how to identify the moments that matter and design relevant experiences to better engage with customers.

  • Customer complaints are good for CX. Reactive approaches to complaints management do not meet customer expectations. This session will cover how to effectively manage customer complaints to repair customer relationships, inform CX design, and reshape corporate culture.

  • Sustainability is the future of business. Sustainability is quickly becoming a top priority for all successful business leaders. This session will highlight how companies can leverage sustainability initiatives to build customer confidence and gain a new competitive advantage.

Attendees will also have the opportunity to network with like-minded peers, complete Forrester’s CX Certification course, and gain access to diversity and inclusion content. For senior CX, B2C marketing, and digital leaders, the event will feature an invitation-only executive program, the Exchange Leadership Exchange (ELE), to develop Forrester’s thought leadership featured at the conference and discuss top practices aligned with leadership priorities.

“Coming out of two years of turmoil and systemic disorder, now is the time for companies to make bold choices and have the confidence to invest and transform their customer experience,” said Riccardo Pastò, host of the event and principal analyst at Forrester. “CX transformation can drive financial benefits, including faster revenue growth or lower service costs. At this year’s CX APAC, leaders in customer experience, B2C marketing, and digital will get the tools and skills to drive deep transformational change.”


About Forrester

Forrester (Nasdaq: FORR) is one of the world’s most influential research and consulting companies. We help technology, marketing, customer experience, product and sales leaders use customer obsession to accelerate their growth. With Forrester’s research, consulting, and exclusive events, leaders around the world are empowered to be bold at work, manage change, and put their customers at the center of their leadership, strategy, and their operations. Our unique insights are based on annual surveys of more than 700,000 consumers, business and technology leaders around the world; rigorous and objective research methodologies, including Forrester Wave™ assessments; 70 million real-time feedback votes; and the shared wisdom of our customers. To learn more, visit


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