CX in 2026: Forrester predictions featuring guest speaker Joana de Quintanilha

In this on-demand session recorded on March 18, 2026, Joana de Quintanilha, VP & Principal Analyst at Forrester, joined TheyDo CEO Jochem van der Veer to 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, joined her to go deep on what CX leaders should actually do with these predictions and how agentic AI changes the operating model for experience teams.

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 insights

• Q&A with Joana and Jochem

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