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https://wsjexperiencemanagement.com Home Experience Management 2021 speakers agenda sponsors contact pricing REGISTER NOW speakers agenda sponsors contact pricing 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 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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? IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 IE-fix(do not delete) 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 customerexperience@wsj.com -------------------------------------------------------------------------------- SPEAKING INQUIRIES PLEASE SUBMIT VIA THIS FORM -------------------------------------------------------------------------------- MEDIA PARTNERSHIP INQUIRIES CAITLIN DODDY caitlin.doddy@dowjones.com -------------------------------------------------------------------------------- SPONSORSHIP INQUIRIES conferencesalesteam@dowjones.com * Contact Us * speakers * agenda * sponsors * contact * pricing © Copyright 2021 Dow Jones & Company, Inc. All Rights Reserved. www.dowjones.com Cookie Notice Privacy Notice