Forrester Announces The Agenda For Its 2026 CX Events To Help Address The Challenges AI Can't Handle Alone

Forrester has announced the agenda for its 2026 customer experience (CX) event series, which includes the CX Summit EMEA in Amsterdam (June 8–10), CX Forum East in New York City (June 16–17), and CX Forum West in San Francisco (June 29–30). This year’s theme, “Build The Experience AI Can’t,” emphasizes the need for a balanced integration of human elements alongside AI capabilities in customer interactions. With leaders facing heightened pressures to utilize AI for enhancing customer journeys and personalization, Forrester aims to provide strategies that enhance trust in an increasingly skeptical consumer environment.

The events will present insights and research that guide participants in leveraging AI more effectively while addressing its limitations. Keynote sessions are designed to tackle critical topics, such as the relationship between employee experience (EX) and brand value, the rise of consumer distrust in a technology-driven age, and the importance of maintaining a human-centered foundation in an AI-rich environment. Notable sessions include unveiling Forrester’s expanded Total Experience Score and exploring the challenges of consumer skepticism toward AI-generated content and interactions.

Attendees will also have access to exclusive programs, including the Executive Leadership Exchange, immersive CX simulations, and the Future Leaders program designed for emerging professionals. Keith Johnston, Forrester’s VP and group research director, underscores the importance of using AI as a tool to enhance human creativity and connection rather than a replacement for them. These events promise to equip CX, marketing, and digital leaders with the knowledge to navigate the complexities of modern customer experiences effectively.

For more information or to register, interested parties can visit Forrester's official website.

As the landscape of customer experience (CX) continues to evolve, Forrester's announcement of its 2026 CX events presents a strategic opportunity for businesses looking to navigate the complexities of integrating AI within their customer interaction frameworks. The theme "Build the Experience AI Can’t" underscores an essential truth: while AI offers efficiency, it lacks the human touch crucial for fostering trust and deeper customer relationships.

For organizations, attending the CX events in Amsterdam, New York, and San Francisco will provide invaluable insights into maximizing both customer and employee experiences. Emphasizing a strong connection between employee sentiment and customer satisfaction, Forrester's focus on the Total Experience Score offers actionable frameworks for leaders to drive meaningful improvements. Companies should prioritize participation in the keynote sessions, especially those addressing consumer distrust amidst the rise of AI, as these discussions will forge strategies to enhance brand authenticity and reliability.

Market analysts should view these events as a catalyst for companies to reassess their AI strategies. Instead of merely automating processes, the emphasis on human creativity and quality data integration in customer interactions could become a significant differentiator. Organizations that leverage human elements effectively alongside AI solutions stand to gain competitive advantages in customer loyalty and engagement.

Moreover, the inclusion of specialized programs, such as the Executive Leadership Exchange and the Future Leaders program, is an opportunity for brands to cultivate leadership talent and innovate from within. Companies that engage in such robust learning experiences can enhance their strategic direction, ensuring they remain relevant in a rapidly changing market.

In conclusion, businesses should proactively invest in this platform to not only refine their AI applications but also to rekindle the human aspects of customer relationships. As trust becomes a scarce commodity, those who nurture genuine connections will be poised for growth and long-term success.