HFS Horizons Summit-NYC—It’s All About Experience in the Autonomous World

Moderator:

Melissa O’Brien, Executive Research Leader, HFS Panelists:

• Fiona Blades, President and Chief Experience Officer, MESH Experience
• Maureen Doyle-Spare, General Manager BFSI, UST
• Margaret Molloy, Global Chief Marketing Officer, Siegel+Gale
• Mike Small, President - North America, Akkodis

Session Description:

We have learned that “X takes all” when it comes to competitive differentiation, where experiences define a company’s brand. It’s not just about customer experiences; it’s also about employees and partners in an ecosystem approach that drives new sources of value and reacts quickly to disruptions.

In a world of constant curveballs, the more autonomous a business is, the more effectively it can respond to changes, make better business decisions, and ultimately gain a competitive advantage through better experiences. Getting humans out of loops that don’t need humans anymore can speed decision-making and drive purpose in real human interactions.

We’ll hear from leaders on the front line of driving improved EX+CX+PX to address these questions:

• What steps can leaders take to make their businesses more autonomous for improved experience?
• How can you develop a holistic experience strategy where employee, customer, and partner experiences are aligned to create value?
• What are some practical ways companies can benchmark the impact of their autonomous investments?
• What are some of the loops humans need to get out of, and which are still critical for human-focused experience?