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?