Every customer journey can create or destroy value — both for your customers and for your firm. That’s why you need to measure value creation and use these insights to optimize value.
At our CX Summit EMEA on June 2–4, 2025, we have two interconnected sessions to help you do that.
How To Measure Journeys Effectively will feature insights from Forrester’s journey benchmarking study for three industries: banking, telecommunications, and utilities.
How To Optimize Journey Value will teach you how you can optimize value for the customer and the business for each individual journey and in the context of your journey portfolio. This session will also explore how some journeys can kick off a value flywheel by unlocking value, giving you permission and the privilege to play a larger role in a customer’s life.
Why Should You Attend?
If you want your firm to play a role in customers’ lives and reap the business benefits from that, you need to understand whether journeys create or destroy value for customers currently and how to intervene journeys. Attend these twin sessions to:
See how different brands perform on various customer journeys, and which journeys matter most.
Learn to use two key lenses to optimize journey value: value proportion and value pattern.
Get practical and use Forrester’s checklists to assess journey value for customers and your firm for a journey of your choice.
Ready to unleash a value flywheel? Join us at CX Summit EMEA 2025!
My brilliant colleagues Dr. Maxie Schmidt and Hannah Jachim and I will be your hosts in those twin sessions on optimizing journey value at CX Summit EMEA from June 2-4, 2025 in London.
CX Summit EMEA brings together CX, digital, and marketing leaders to explore the future of customer relationships and learn how to build a total experience — one that aligns brand experience and CX to fuel sustainable growth.
Check out the full agenda and register to get the latest optimizing journey value and take action that truly benefits customers — and your business.
