The Covid-19 pandemic has turned the corporate world upside down, boosting some businesses but throwing many more into survival mode. Executives from varied industries will discuss their approach to improving experience while managing crisis conditions.

Speakers: 

Adrienne Boissy, MD, MA I Chief Experience Officer Cleveland Clinic

Peggy Fang Roe, Global Officer, Customer Experience, Loyalty & New Ventures, Marriott International

In Conversation with: Katie Deighton | Reporter, The Experience Report, The Wall Street Journal 

The onset of the pandemic and the resulting home confinement for millions of people led businesses to speed up digitization efforts. Executives from two companies will run through the moves they have taken and the results they’re seeing.

Speakers: Fawad Ahmad | SVP and Chief Digital Officer, State Farm

Hamid Hashemi | Chief Product and Experience Officer, WeWork

In Conversation with: Ann-Marie Alcántara | Reporter, The Experience Report, The Wall Street Journal 

The pandemic brought on major changes in consumer behavior. In a presentation, TJ Keitt of Forrester will analyze data from the research firm’s U.S. Customer Experience Index to show how well industries and companies performed on experience measures.

Speaker: TJ Keitt | Principal Analyst, Forrester

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 on the following topics:

• C Suite and Experience

• Advancing Your Career in Experience

• Health Care

• Financial Services

   

Participants join discussions on different areas of experience within an organization 

Organizing for Success. Experience cuts across multiple corporate functions, one reason why many companies struggle to achieve their goals. How to design a successful experience strategy.

Megan Burns | Principal, Experience Enterprises
Moderator: Sahil Patel  | Reporter, CMO Today, The Wall Street Journal 

Replacing Physical Experiences. Many companies have scrambled to replace in-person experiences with virtual ones, in activities ranging from conferences to live music to sports events. What has worked and what hasn’t?

Rachel Shechtman | Founder, STORY
Moderator: Katie Deighton | Reporter, The Experience Report, The Wall Street Journal 

How B2B Differs. Customer experience can be just as important for B2B companies as for consumer-facing companies, if not more so, yet often it gets less attention. The latest thinking on good practice in B2B experience management.

Jennifer Zamora | Senior Global Director Customer Experience & Employee Experience, Dow
Moderator: Nat Ives | Editor, CMO Today, The Wall Street Journal

Design can make a big difference in creating an inclusive customer experience, which has become more urgent amid a focus on racial disparities. We’ll hear from a company that has adjusted its approach with inclusiveness in mind, and from an independent expert about best practices in this area.

Speakers: 
Regine Gilbert |  Author of ‘Inclusive Design for a Digital World’
Sumaira Latif | Company Accessibility Leader, Procter & Gamble
In Conversation with: Ann-Marie Alcántara | Reporter, The Experience Report, The Wall Street Journal 

The customer experience officer is a relatively new corporate position, it varies widely and has been thrown into relief by this year’s turbulent world events. Experience leaders will discuss what they have learned about effective performance and how they approach the role.

Speakers: 
Brooke Skinner Ricketts | Chief Experience Officer, Cars.com
Jennifer Zamora | Senior Global Director Customer Experience & Employee Experience, Dow
In Conversation with: Nat Ives | Editor, CMO Today, The Wall Street Journal