A Peek Behind The CX Forum Curtain: Five Questions With Host Rick Parrish

2026-05-18 · Source: Featured Blogs - Forrester · Field: Business & Management — Corporate Strategy & Leadership, Project & Product Management, Customer Experience Management · Depth: Novice, short

Summary

Forrester's CX Forums, hosted by Rick Parrish, will return to New York City and San Francisco in June, focusing on building human-centric experiences that AI cannot replicate. The events emphasize intimacy, deeper conversations, and practical content for leaders to master fundamentals. A key theme, "Build The Experience AI Can't," highlights the necessity of a human foundation—including creativity, trust, market understanding, and employee experience—to guide AI effectively. New features include the integration of employee experience into Forrester's Total Experience Score, offering actionable drivers for improvement, and the introduction of the Total Experience Honor, an annual recognition for companies excelling in delivering comprehensive customer and employee experiences. Parrish, a veteran host, stresses the importance of connecting event content and fostering attendee networking.

Key takeaway

For AI Product Managers and Directors of AI/ML navigating rapid AI adoption, you should prioritize establishing a robust "human foundation" for your AI initiatives. This means focusing on human creativity, trust, and a strong employee experience, rather than solely on technology deployment. Neglecting these fundamentals risks developing AI solutions that fail to earn customer trust or deliver compelling value, ultimately hindering your organization's ability to win and serve customers effectively.

Key insights

Human foundations like creativity and trust are crucial for AI to create compelling customer experiences.

Principles

• Technology alone does not create compelling experiences.
• Employee experience significantly impacts company success.
• Event hosting involves connecting content and fostering community.

Method

Forrester's Total Experience Score now incorporates employee experience, providing actionable drivers to improve overall company performance in winning and serving customers.

In practice

• Focus on human creativity and trust to guide AI initiatives.
• Evaluate employee experience as a key business driver.
• Prioritize fundamental CX practices over rapid AI adoption.

Topics

• Customer Experience
• Forrester CX Forums
• AI Strategy
• Total Experience Score
• Employee Experience

Best for: Executive, Product Manager, AI Product Manager, Director of AI/ML, Consultant

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