2:10 PM - 3:10 PM ET
KEYNOTE PRESENTATION: Human Premium in a Digital Age
Over the past several years, most of the cultural energy around customer experience has been focused on various ways to leverage technology to create more personalized and frictionless experiences. Whether it’s debating the need for bank tellers or imagining same day delivery, we’ve been obsessed with thinking about how we leverage technology to improve upon the human experience.
In many ways, the COVID-19 pandemic has only accelerated that trend, dramatically increasing adoption of mobile technologies, contactless payments and on-demand delivery. But in other ways, the pandemic has exposed the intense desire for human connection and the inequality of the human experience in America. Often the systems and experiences we have hard-coded into our culture have had a disproportionate impact on certain segments of the population—which has been even more exposed with the Black Lives Matter activism. The question is: how do we move forward?
Attend this session to learn answers to these timely questions:
Kendra ClarkeVP, Data Science and Product Developmentsparks & honey
Rob Gaige Managing Partner, Q™ Platformsparks & honey
3:15 PM - 4:15 PM ET
PANEL DISCUSSION: Communicating with Empathy to Meet Today’s Customers
Over 95% of brands have radically changed the tone and spirit of their communication strategies within the past few months. Suddenly, simple chatty emails seemed tone deaf or crass and the needs of your customers – the way they engage with your communications, and how they view every brand – has been permanently altered. The demands for intelligent digital relationships have skyrocketed. Now more than ever – what you say, and how you say has taken on critical importance.
Melissa DourosSenior Director of Digital ExperienceDiscover Financial Services
Kristin FasslerSenior Vice President, Director of Integrated Marketing Strategy Penguin Random House
Bill MartinExecutive Director of Marketing, Communications, and Customer Experience Indiana University Health Plans