Three Parting Lessons From Forrester’s June CX Events

2026-07-01 · Source: Featured Blogs - Forrester · Field: Business & Management — Corporate Strategy & Leadership, Project & Product Management, Human Resources & Workforce Development · Depth: Intermediate, quick

Summary

Forrester's recent June CX events in Amsterdam, New York City, and San Francisco focused on building human foundations for differentiated AI experiences. The events highlighted three key lessons for organizations. First, taking a broad view of experience, incorporating Forrester's Total Experience Score and the new Employee Experience Index, is crucial; strong employee experience is essential for sustaining a good total experience, with top performers seeing up to 6x revenue growth. Second, prioritizing trust is paramount, as 72% of US online adults are concerned about irresponsible AI use. AI-driven decisions must be transparent, explainable, and fair, and employees need to perceive AI as an enabler. Third, organizations must reboot their CX vision and practices, moving from legacy mindsets to continuous journey management and improvement, leveraging AI to create new experience categories.

Key takeaway

For CX leaders evolving their strategy, recognize that AI's true value stems from human foundations. You should broaden your experience view to include employee experience, as it directly impacts total experience. Prioritize building trust by ensuring AI systems are transparent and fair, and empower your employees with clear roles and skills for AI. This shift from legacy practices to continuous journey management will differentiate your organization.

Key insights

Differentiated AI experiences are built on human foundations, requiring a broad view of experience, prioritized trust, and evolved CX practices.

Principles

• Strong Employee Experience (EX) sustains Total Experience.
• AI value requires customer and employee trust.
• Human judgment and empathy differentiate AI experiences.

Method

Shift from one-time journey mapping to continuous journey management. Make AI decisions transparent, explainable, and fair to build trust. Equip employees with skills for AI use.

In practice

• Implement Forrester's Total Experience Score.
• Integrate Employee Experience Index.
• Ensure AI decisions are transparent and fair.

Topics

• Customer Experience
• Employee Experience
• AI Ethics
• Trust in AI
• Journey Management
• Forrester Research

Best for: Product Manager, Executive, AI Product Manager, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by Featured Blogs - Forrester.