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

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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?
      • ...more
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