https://www.wsjexperiencemanagement.com

WSJ Experience Management Forum


November 1, 2021 | Online
11:00 a.m. - 3:30 p.m. ET

In-person business is bouncing back, but much of the pandemic-fueled great migration to e-commerce and remote work is here to stay. Join The Wall Street Journal’s Experience Management Forum and hear from leaders across industries who will unpack the learnings from the past year, identify where digital has eclipsed physical and explore the promise of hybrid. Together, we’ll look at it all through the business lens WSJ is known for, providing the trusted insight you need to decide the best path forward for your company and customers.

November 1, 2021 | Online

5 Reasons to Attend

  1. Unpack key business learnings from the pandemic and reopening

     

  2. Hear from market leaders about the latest thinking on experience management

     

  3. Take away practical, tactical solutions for handling supply and labor shortages

  4. Discuss challenges and solutions with peers from a wide range of industries

  5. Decide your next move with trusted insights on digital strategy, data and analytics

 2021 Speakers

Rohan Amin
Rohan Amin
Chief Product Officer, Consumer & Community Banking
JPMorgan Chase
Marissa Andrada
Marissa Andrada
Chief People Officer
Chipotle
Vishal Bhalla
Vishal Bhalla
Chief Experience Officer
Atrium Health
Timothy Butler
Timothy Butler
Vice President and Head of Global Customer Care
Iron Mountain
Donald Chesnut
Donald Chesnut
Chief Experience Officer
General Motors
Rick Evans
Rick Evans
Senior Vice President and Chief Experience Officer
NewYork-Presbyterian
Regine Gilbert
Regine Gilbert
Author of 'Inclusive Design for a Digital World'
Matt Inman
Matt Inman
Global Director, Customer Experience
Johnson Controls
Sean MacCarthy
Sean MacCarthy
Executive Director Global Analytics and Store Segmentation
Claire's Inc.
Liraz Margalit
Liraz Margalit
Digital Psychology & Behavioral Design Lecturer
IDC Herzliya
Ronald Oliveira
Ronald Oliveira
U.S. CEO
Revolut
Steven Peltzman
Steven Peltzman
Chief Business Technology Officer
Forrester
Kelsey Robinson
Kelsey Robinson
Partner
McKinsey & Co.
David Sandstrom
David Sandstrom
CMO
Klarna Bank AB

 Moderators

Ann-Marie Alcántara
Ann-Marie Alcántara
Reporter, The Experience Report
The Wall Street Journal
Katie Deighton
Katie Deighton
Reporter, The Experience Report
The Wall Street Journal
Nicholas Elliott
Nicholas Elliott
Head of Professional Products Innovation & Strategy
The Wall Street Journal
Megan Graham
Megan Graham
Reporter, CMO Today
The Wall Street Journal
Nat Ives
Nat Ives
Editor, CMO Today
The Wall Street Journal
John McCormick
John McCormick
Editor, WSJ Pro Artificial Intelligence
The Wall Street Journal

 Sponsor Participant

Darrell Kirton
Darrell Kirton
The Wall Street Journal | Barron's Group
Senior Editor, The Trust
Raakhee Mirchandani
Raakhee Mirchandani
VP of Community
Dow Jones
Sameer Patel
Sameer Patel
Group CMO, Customer Experience
SAP
Scott Russell
Scott Russell
Executive Board Member, Customer Success
SAP

Agenda

November 1, 2021
11:00 a.m. - 3:30 p.m. ET

11:00 a.m. - 11:05 a.m.
Welcome Remarks
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Head of Professional Products Innovation & Strategy
The Wall Street Journal
11:05 a.m. - 11:10 a.m.
Sponsor Session: Using Direct To Consumer to Drive Sustainability
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This is a sponsored session. The Wall Street Journal newsroom was not involved in the production of this session.

Executive Board Member, Customer Success
SAP
VP of Community
Dow Jones
11:10 a.m. - 11:40 a.m.
The Impact of Digitization
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Many companies fast-forwarded their digitization efforts during the pandemic. What has this yielded in terms of data and analytics and what have been the results for customer experience?

Chief Product Officer, Consumer & Community Banking
JPMorgan Chase
Chief Experience Officer
General Motors
Reporter, The Experience Report
The Wall Street Journal
11:40 a.m. - 11:55 a.m.
How Covid Changed Consumers
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The global pandemic led to profound shifts in consumer behavior. How should experience professionals adjust?

Partner
McKinsey & Co.
11:55 a.m. - 12:15 p.m.
The Psychology of Experience
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Digitization efforts by companies can stumble if they don’t take account of behavioral psychology in their products. Dr. Margalit will demonstrate the pivotal importance of psychology with a series of questions for the audience.

Digital Psychology & Behavioral Design Lecturer
IDC Herzliya
12:15 p.m. - 12:35 p.m.
Reinventing the Retail Experience
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Swedish retail fintech company Klarna has grown rapidly into one of Europe’s most highly valued startups, propelled by the appeal of its pay-by-installments model and multi-storefront app. How does customer experience figure in its growth strategy?

Reporter, The Experience Report
The Wall Street Journal
CMO
Klarna Bank AB
12:40 p.m. - 1:15 p.m
Sponsor Breakout Session: Innovation for a New Era: The Future of Customer Experience
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The pandemic has ushered in a new era of customer experience. The acceleration of a society that is “always on” has impacted both customer expectations and engagement. 77% of CEOs said their company will fundamentally change the way it interacts with its customers following the pandemic. This session will explore the trends that are driving the change in consumer behavior and how companies can navigate uncertainty for a better customer experience.

 

This is a sponsored session. The Trust is a commercial department at The Wall Street Journal. The Wall Street Journal newsroom was not involved in the production of this session.

Group CMO, Customer Experience
SAP
The Wall Street Journal | Barron's Group
Senior Editor, The Trust
12:40 p.m. - 1:15 p.m
Breakout Sessions: How to Embed Accessible Design
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As companies expand their digital product offerings, how can they reach the widest number of consumers with accessible design.

Author of 'Inclusive Design for a Digital World'
Reporter, CMO Today
The Wall Street Journal
 
Breakout Sessions: Making Better Use of Data
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What have we learned in the pandemic and economic reopening about effective use of data for customer experience?

Executive Director Global Analytics and Store Segmentation
Claire's Inc.
Editor, WSJ Pro Artificial Intelligence
The Wall Street Journal
1:20 p.m. - 1:50 p.m
In-Person, Virtual or Hybrid?
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Customers have grown used to conducting business virtually, but as we emerge from the pandemic, where will in-person business return, where has virtual won out, and where will hybrid solutions work best?

Senior Vice President and Chief Experience Officer
NewYork-Presbyterian
Chief Business Technology Officer
Forrester
Reporter, The Experience Report
The Wall Street Journal
1:50 p.m. - 2:20 p.m.
Employee Experience in a Labor-Starved Economy
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Rebounding economies in parts of the world have left companies struggling to fill important roles. How can employee experience play a role in attracting and retaining talent? 

Chief People Officer
Chipotle
Chief Experience Officer
Atrium Health
Reporter, The Experience Report
The Wall Street Journal
2:20 p.m. - 2:50 p.m.
B2B Meets B2C
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Business-to-business customers have come to expect the same ease and speed of doing business as they would find in the consumer applications they use in their personal lives. How are B2B companies adapting?

Vice President and Head of Global Customer Care
Iron Mountain
Global Director, Customer Experience
Johnson Controls
Editor, CMO Today
The Wall Street Journal
2:50 p.m.-3:10 p.m.
Follow the Money
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U.S. CEO
Revolut
Editor, CMO Today
The Wall Street Journal
3:10 p.m.
Closing Remarks
3:10 p.m. - 3:40 p.m.
Networking
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Please join us for the opportunity to network with your peers and meet others in the Experience space. There will be virtual networking topic rooms for you to choose from.

Topics to be announced.

The program and timings are subject to change.

View All

Founding Sponsor

Media Partners

Contact


General

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