CX in 2026: Forrester predictions with Joana de Quintanilha

Joana de Quintanilha, VP & Principal Analyst at Forrester, has spent the past year mapping the forces that will reshape customer experience in 2026 — from the CX teams caught in a "death spiral" of metric obsession to the emerging role of agentic AI in turning journey insight into business impact. Her predictions are a wake-up call for the industry.

In this exclusive live session, Joana will share her outlook on where CX is headed, what separates the teams that will lead from those at risk of irrelevance, and why the shift from journey mapping to experience intelligence is accelerating faster than most organizations realize.

Jochem van der Veer, CEO and co-founder of TheyDo, will join her to go deep on what CX leaders should actually do with these predictions, how agentic AI changes the operating model for experience teams, and what it looks like in practice with TheyDo's latest release: the analyst agent.

What you'll learn:

• What Forrester predicts for CX in 2026 — and what it means for your team and strategy

• Why the shift from journey mapping to experience intelligence is accelerating

• How agentic AI is changing the way enterprises analyze, prioritize, and act on customer insight

• How TheyDo's new Analyst Agent uses journey context to give business leaders a new perspective on their data

• Live Q&A with Joana and Jochem

Hear directly from one of Forrester's leading CX analysts on what's coming — and what to do about it.