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Experience Management 2021
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WSJ EXPERIENCE MANAGEMENT FORUM

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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
REGISTER NOW



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
Chief Product Officer, Consumer & Community Banking
JPMorgan Chase
Marissa Andrada
Chief People Officer
Chipotle
Vishal Bhalla
Chief Experience Officer
Atrium Health
Timothy Butler
Vice President and Head of Global Customer Care
Iron Mountain
Donald Chesnut
Chief Experience Officer
General Motors
Rick Evans
Senior Vice President and Chief Experience Officer
NewYork-Presbyterian
Regine Gilbert

Author of 'Inclusive Design for a Digital World'
Matt Inman
Global Director, Customer Experience
Johnson Controls
Sean MacCarthy
Executive Director Global Analytics and Store Segmentation
Claire's Inc.
Liraz Margalit
Digital Psychology & Behavioral Design Lecturer
IDC Herzliya
Ronald Oliveira
U.S. CEO
Revolut
Steven Peltzman
Chief Business Technology Officer
Forrester
Kelsey Robinson
Partner
McKinsey & Co.
David Sandstrom
CMO
Klarna Bank AB


 PROGRAM PARTICIPANTS

Darrell Kirton
The Wall Street Journal | Barron's Group
Senior Editor, The Trust
Raakhee Mirchandani
VP of Community
Dow Jones


 SPONSOR PARTICIPANTS

Sameer Patel
Group CMO, Customer Experience
SAP
Scott Russell
Executive Board Member, Customer Success
SAP


 NEWSROOM HOSTS

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


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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Nicholas Elliott
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.

Scott Russell
Executive Board Member, Customer Success
SAP
Raakhee Mirchandani
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?

Rohan Amin
Chief Product Officer, Consumer & Community Banking
JPMorgan Chase
Donald Chesnut
Chief Experience Officer
General Motors
Katie Deighton
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?

Kelsey Robinson
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.

Liraz Margalit
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?

David Sandstrom
CMO
Klarna Bank AB
Ann-Marie Alcántara
Reporter, The Experience Report
The Wall Street Journal
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.

Sameer Patel
Group CMO, Customer Experience
SAP
Darrell Kirton
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.

Regine Gilbert

Author of 'Inclusive Design for a Digital World'
Megan Graham
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?

Sean MacCarthy
Executive Director Global Analytics and Store Segmentation
Claire's Inc.
John McCormick
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?

Rick Evans
Senior Vice President and Chief Experience Officer
NewYork-Presbyterian
Steven Peltzman
Chief Business Technology Officer
Forrester
Ann-Marie Alcántara
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? 

Marissa Andrada
Chief People Officer
Chipotle
Vishal Bhalla
Chief Experience Officer
Atrium Health
Katie Deighton
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?

Timothy Butler
Vice President and Head of Global Customer Care
Iron Mountain
Matt Inman
Global Director, Customer Experience
Johnson Controls
Nat Ives
Editor, CMO Today
The Wall Street Journal
2:50 p.m.-3:10 p.m.
Follow the Money
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Customer experience has been critical to the success of fintech companies in
attracting younger investors and savers, with enticements including easy-to-use
apps and gamification. What have we learned about wins, pitfalls and lessons for
other industries?

Ronald Oliveira
U.S. CEO
Revolut
Nat Ives
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




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GENERAL

customerexperience@wsj.com

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SPEAKING INQUIRIES

PLEASE SUBMIT VIA THIS FORM

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MEDIA PARTNERSHIP INQUIRIES

CAITLIN DODDY

caitlin.doddy@dowjones.com

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SPONSORSHIP INQUIRIES

conferencesalesteam@dowjones.com


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