Traditional CX workshops struggle to change behavior. Immersive experiences force better decisions. Games make learning stick.

In this episode, Angelina Gennis and Martin Gill discuss how they are using Forrester's own research to design immersive, game‑based CX experiences for our CX Forums that move leaders from theory to action. Drawing on real conference deployments, they explain how to use pressure, roles, props, and time limits to teach strategy, alignment, and prioritization in a way that sticks.

They cover:

How immersive experiences differ from workshops — and why they work

How to design for different player types without losing focus

How to teach CX strategy, brand experience, and prioritization in under an hour

Why scripting, testing, and clear learning outcomes matter more than polish

How to avoid cognitive overload while keeping momentum high