Customer Experience (Virtual) Committee “Seeing Around The Corner: Post COVID”

This meeting is open to all ANA members. Non-ANA members are welcome to join the presentation on Customer Loyalty at 11:45 am ET. If you're not a member, please contact David Morgan at dmorgan@ana.net to get registered.

Hosted by:

Bill Zengel
Senior Vice President
ANA Business Marketing Practice

Linda Brunner
Senior Vice President, Head of IT Digital Customer Experience
Siemens Healthineers
National Committee Chair

11:30 a.m. EST - All Times Eastern

Foundational Planning, Real-Time Response in the Real World Today - How do you build a strong foundation for an environment you could not foresee? That prepares you for what's next? What really goes into being agile and customer-centric in a meaningful, measurable way? It doesn’t just happen; it requires strategic thinking and a growth mindset.

Learn how Linda Brunner co-created her new position as the global head of digital customer experience in the IT organization at Siemens Healthineers, reporting to the CIO. Discover the prescient nature of her new role and hear how the company negotiates marketing right now through today’s transformative time.

11:45 a.m. 
Seeing Around The Corner: Post COVID: Customer Loyalty: Why it matters.

Enduring loyalty leaders – companies that earn the highest NPS, CSAT or win J.D. Power awards for three or more consecutive years – deliver 2-5X total shareholder returns and grow more than twice as fast versus their industry peers.

While most executives say they believe that earning customer loyalty creates shareholder value, few behave as if they do. Learn how can we change the game, to consistently make better trade-offs that grow customer value and emerge stronger from the current environment.

Bain & Company’s Rob Markey will share how some leading-edge companies are beginning to measure and manage customer value with the same rigor they apply to earnings and revenue

Rob Markey
Partner
Bain and Company

12:15 p.m.
WFH Meeting Break

12:25 p.m.
Break Out Sessions 
Join one out of four breakout rooms and connect in a smaller group environment with your marketer member peers and ANA’s Business Marketing Chairs to compare notes on learnings, generate new ideas, and just reconnect in the more intimate environment you always value with ANA, just now virtually.

12:45 p.m. 
Group Q&A
Members reconvene in the main room. Linda and Rob answer questions, and review shared learnings.