https://wsjexperiencemanagement.com

Event Summary

Live, in-person business has come roaring back as Covid-19 vaccination spreads around much of the globe, but it follows a transformative shift to e-commerce and remote working. The Forum will surface the learnings from the disruption of the pandemic and its aftermath, identify where digital experiences have eclipsed physical models and explore the promise of hybrid models. Leading corporate thinkers will share their lessons through interviews, discussions, case studies and presentations.

3 Reasons to Attend

  1. Hear case studies from proven experience leaders on what is working in today’s climate.

     

  2. Engage in breakout sessions with peers on timely topics such as inclusive experiences

     

  3. Equip experience management professionals with the latest thinking on consumer behavior

     

 2020 SPEAKERS

Fawad Ahmad
Fawad Ahmad
SVP and Chief Digital Officer
State Farm
Adrienne Boissy
Adrienne Boissy
Chief Experience Officer
Cleveland Clinic
Megan Burns
Megan Burns
Principal
Experience Enterprises
Peggy Fang Roe
Peggy Fang Roe
Global Officer, Customer Experience, Loyalty & New Ventures
Marriott International
Regine Gilbert
Regine Gilbert
Author of 'Inclusive Design for a Digital World'
Hamid Hashemi
Hamid Hashemi
Chief Product and Experience Officer
WeWork
TJ Keitt
TJ Keitt
Principal Analyst
Forrester
Sumaira Latif
Sumaira Latif
Company Accessibility Leader
Procter & Gamble
Rachel Shechtman
Rachel Shechtman
Founder
STORY
Brooke Skinner Ricketts
Brooke Skinner Ricketts
Chief Experience Officer
Cars.com
Jennifer Zamora
Jennifer Zamora
Senior Global Director Customer Experience & Employee Experience
Dow

 2020 PROGRAM PARTICIPANTS

Katharine Bailey
Katharine Bailey
General Manager, Platforms and SVP
WSJ Digital
Edward Roussel
Edward Roussel
Chief Innovation Officer
Dow Jones

 2020 NEWSROOM HOSTS

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
Nat Ives
Nat Ives
Editor, CMO Today
The Wall Street Journal
Sahil Patel
Sahil Patel
Reporter, CMO Today
The Wall Street Journal
Stephen Wisnefski
Stephen Wisnefski
Editor Professional News
The Wall Street Journal

 2020 Sponsor Participants

Adaire Fox-Martin
Adaire Fox-Martin
Executive Board Member
SAP SE
Paula Hansen
Paula Hansen
SVP and Chief Revenue Officer
SAP Customer Experience
View the 2020 event videos

November 9, 2020

2020 Agenda

10:45 AM - 10:55 AM
SPONSOR SESSION:
The Spirit of Customer Success
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Since the onset of the pandemic, SAP found ways to help our customers become more agile and resilient. Fostering and maintaining a new level of empathy is a requisite now more than ever. SAP’s creation of the Customer Success board area is about building on this spirit to establish the structure, strategy and mindset to achieve positive business outcomes.

Adaire Fox-Martin | Executive Board Member, Customer Success, SAP

In Conversation With: Edward Roussel | Chief Innovation Officer, Dow Jones 

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

11:00 AM - 11:05 AM
WELCOME REMARKS
11:05 AM - 11:35 AM
Experience amid Disruption
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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 

 

11:35 AM - 12:10 PM
The Rush to Digitization
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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 

12:10 PM - 12:20 PM
How Consumption has Changed
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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

 

12:20 PM - 12:40 PM
NETWORKING BREAK
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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 on the following topics:

  • C Suite and Experience
  • Advancing Your Career in Experience

  • Health Care

  • Financial Services

     

12:40 PM - 1:15 PM
BREAKOUT SESSIONS
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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

12:40 PM - 1:15 PM
SPONSOR SESSION: Prioritizing Experience Upgrades
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The pandemic has been a forcing function for businesses to not only digitally transform, but to adjust their business models to adapt to what their customers need, right now. As companies rush to adapt to changes in consumption patterns caused by the pandemic, how can they choose the innovations that really make a difference? 

Paula Hansen | SVP and Chief Revenue Officer, SAP Customer Experience
In Conversation With: Katharine Bailey | General Manager, Platforms and SVP, WSJ Digital

 

1:20 PM - 1:50 PM
Building Inclusive Experiences
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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 

1:50 PM - 2:20 PM
What Should a Head of Experience Do?
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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

2:20 PM
CLOSING REMARKS

View All

Founding Sponsor