What is the CX Forum West 2027?

At CX Forum West, you’ll gain the insights, connections and practical strategies to turn customer experience into measurable business impact. Over two focused days, CX, B2C marketing and digital leaders will confront today’s toughest experience challenges and uncover new ways to create value for customers and the business.

Learn how to scale AI-powered experiences without losing the human connection; prove the value of CX investment; strengthen customer trust and loyalty; and align teams around the journeys that matter most. Through trusted research, practical frameworks and real-world examples, you’ll exchange ideas with peers, explore proven strategies and gain the confidence to transform ambition into measurable results.

Bring your biggest challenges – leave ready to put ideas into action.

Why attend?

Accelerate outcomes

Learn how to turn customer understanding into outcomes that drive growth, loyalty, and resilience – even amid uncertainty.

Align teams

Discover how to unite teams around shared priorities to deliver seamless, end‑to‑end experiences.

Prove CX value

Go beyond metrics to demonstrate the business value of customer experience, from revenue and retention to efficiency and trust.

Cut complexity

Cut through the noise with research‑backed perspective to help you prioritize the initiatives that matter most and let go of what doesn’t.

Lead confidently

Validate your decisions and challenge your thinking alongside Forrester analysts and peers who are navigating similar pressures, trade-offs and opportunities.

Earn trust

Prepare for an AI‑driven future where trust is earned, not assumed. Learn how to create experiences that feel transparent, human, and credible.

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.

Who should attend?

• CX: Develop next-level strategies to retain customers and demonstrate business impact through exceptional experiences.
• B2C marketing: Cultivate loyalty by aligning strategy with brand promise and uncovering powerful consumer insights.
• Digital: Harness cutting-edge technologies and AI to accelerate customer acquisition and improve engagement metrics.

To learn more and to register, click here.