{"id":1029815,"date":"2025-07-08T01:02:00","date_gmt":"2025-07-08T08:02:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1029815"},"modified":"2025-10-06T03:43:43","modified_gmt":"2025-10-06T10:43:43","slug":"forrester-cx-recap-2025","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/forrester-cx-recap-2025\/","title":{"rendered":"From Journey Maps to Nashville Nights: Forrester CX Recap"},"content":{"rendered":"\n<p>Last month, I had the chance to attend Forrester CX North America 2025 in Nashville, not just as an attendee, but with our own QuestionPro booth on the expo floor.<\/p>\n\n\n\n<p>And I\u2019ve got to say: this conference was one of the best I\u2019ve been to in a long time. Yes, even better than last year. It was well organized, full of interesting conversations, and had just the right amount of fun built in.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/forrester-cx-recap1-1024x768-1.jpg\" alt=\"forrester-cx-recap1\" class=\"wp-image-1042889\"\/><\/figure>\n\n\n\n<p>Here\u2019s a quick look at what went down.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What we brought to the floor<\/h3>\n\n\n\n<p>At our booth, we wanted to keep things simple, useful, and a little fun. We had:<\/p>\n\n\n\n<ul>\n<li>A spin wheel with prizes (always fun to have something interactive to play with!)<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Journey Mapping Coaching sessions with our VP of Journey Management, Raj Sivasubramanian<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>A live taping of our show, Experience Matters Live, right on the floor<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Live! From Nashville:  Forrester CX Summit North America 2025 \u2014 Experience Matters S.3 Ep.3\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/CYR-gQU2JQM?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>The energy was great. Raj had some really meaningful conversations with attendees around how to map customer journeys that actually reflect real-world experiences, not just internal assumptions. And the live show was a great way to share event takeaways in the moment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Forrester knows how to throw a party.<\/h3>\n\n\n\n<p>One of the highlights of the event wasn\u2019t even in last year&#8217;s conference. Forrester hosted an evening offsite at a downtown Nashville bar called Live at Friends in Low Places, and they went all out.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"684\" height=\"878\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/forrester-cx-recap2.jpg\" alt=\"forrester-cx-recap2\" class=\"wp-image-1042906\"\/><\/figure>\n\n\n\n<p>There was a live band, local drinks, and even artists personalizing bandanas with attendee names stitched into the fabric, right there on the spot. It was a fun, local touch, and a great way to meet people outside the usual conference setting. You could tell Forrester really cared about creating a good experience, not just a good agenda.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">A few sessions that stood out<\/h2>\n\n\n\n<p>When I wasn\u2019t at the booth, I attended a few sessions and one analyst meeting that left me thinking.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Why Mitsubishi Partners with Thematic<\/h3>\n\n\n\n<p><strong>Speaker: Gary Batroff, SVP at Thematic<\/strong><br>This session focused on how Mitsubishi is using Thematic to better understand customer feedback. Instead of just tagging comments or chasing sentiment scores, they\u2019re actually pulling insights that drive change. It was a great reminder of how powerful open-text feedback can be when you have the right tools (and partners) to make sense of it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. One-on-One with Rich Saunders (Forrester Analyst)<\/h3>\n\n\n\n<p>I had a chance to sit down for a 1:1 chat with Forrester analyst Rich Saunders, and he said something that really stuck with me:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>The irony is, as AI goes up, CX often goes down.<\/p>\n<\/blockquote>\n\n\n\n<p>It\u2019s true. A lot of companies are trying to use AI to replace human interaction instead of improving it. Rich made the point that AI should be part of the process, not the product. It should help remove friction, support employees, and personalize experiences. But it shouldn\u2019t become a wall between companies and the people they\u2019re trying to serve.<\/p>\n\n\n\n<p>It was one of those simple but powerful insights that makes you think twice about how your own team is using tech.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Keynote: The Culture Risks of Metrics<\/h3>\n\n\n\n<p><strong>Speaker: Angelina Gennis, Principal Analyst, Forrester<\/strong><br>This keynote was one of my favorites. Angelina talked about something we all feel but rarely say out loud: sometimes, the way we measure success actually hurts more than it helps.<\/p>\n\n\n\n<p>She introduced the idea of Measurement 2.0, a better way to think about metrics that focuses on clarity and alignment, not just score-chasing. Some of the things she encouraged:<\/p>\n\n\n\n<ul>\n<li>Stop reporting on metrics that no one\u2019s using<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Be willing to remove or rethink metrics that don\u2019t actually reflect performance<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Involve leadership in setting goals that matter, not just ones that look good on a dashboard<\/li>\n<\/ul>\n\n\n\n<p>It was a refreshingly honest take on how metrics shape culture\u2014and how we can make sure they\u2019re helping, not harming, our teams and customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Final takeaways!<\/h2>\n\n\n\n<p>Between the booth conversations, the sessions, and the unexpected fun, Forrester CX NA 2025 reminded me why I love being in this space. It\u2019s about listening better, acting smarter, and never forgetting that behind every metric or journey map is a real person trying to get something done.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"844\" height=\"1499\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/forrester-cx-recap3.jpg\" alt=\"forrester-cx-recap3\" class=\"wp-image-1042922\"\/><\/figure>\n\n\n\n<p>Thanks to everyone who stopped by our booth, joined our live session, or shared their stories. And huge thanks to Forrester for hosting a thoughtful, well-run event that didn\u2019t feel like just another conference.<\/p>\n\n\n\n<p>If you&#8217;re curious about how we bring customer feedback and journey insights together in one platform,<a href=\"https:\/\/meetings.hubspot.com\/paulina-rodriguez2\"> let\u2019s talk<\/a>. What we shared at Forrester CX NA is just a glimpse of how our tools help teams close the loop, design better experiences, and actually act on what customers are telling them.<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" 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[&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":1042873,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170,1811],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>From Journey Maps to Nashville Nights: Forrester CX Recap<\/title>\n<meta name=\"description\" content=\"Last month, I had the chance to attend Forrester CX North America 2025 in Nashville, not just as an attendee, but with our own QuestionPro booth on the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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