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How brand, employee and customer experience builds the highest-performing companies
In order to grow your business and create long-term value, you need to look at brand experience (Bx), employee experience (Ex) and customer experience (Cx) and the positive impact they create when used together. At the center of everything is the brand—it’s what drives the alignment of Ex and Cx within a company. When companies fail to focus on the brand as integral to their business strategy, they’re much slower in retaining customers and keeping employees engaged.

HOSTED BY
Chief Strategy Officer Dennis Hahn

FEATURING FORRESTER ANALYSTS
To give you more insight into the critical intersection of Bx, Ex and Cx, Dennis will be joined by a powerful trio of guests, Forrester analysts Dipanjan Chatterjee, David Johnson and Pete Jacques.

IN THIS WEBINAR, YOU'LL LEARN HOW:
– Many brands have meaningful equity that shapes employee and customer expectations
– Your equity can be used as a unified vision for aligning brand, employee and customer experience
– Your business can grow and build long-term value from a unified Bx, Ex and Cx strategy
– Involving your entire organization to contribute to your brand’s equity and drive business transformation
– Engaging employees in delivering on your brand’s promise to your customers

This webinar will feature a Q&A section to give the audience an opportunity to ask specific questions. It will also be recorded for future reference.

PRESENTING SPONSOR QUALTRICS
With CPO of Research Michel Feaster

Qualtrics, leader and creator of the experience management (XM) category, is changing the way organizations manage and improve the four core experiences of business: customer, employee, product and brand.

01:00:00

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Speakers

Dennis Hahn
Chief Strategy Officer @Liquid Agency
Dennis Hahn is Chief Strategy Officer at Liquid Agency. He is a multi-disciplinary design-thinking strategist with expertise in brand, business and experience strategy. Dennis is also a well-rounded, entrepreneurial agency leader, business builder and trusted advisor to executives. Dennis leads teams of strategists across all of Liquid’s offices, providing expertise, mentoring and consulting on a wide range of significant strategic initiatives for clients that include GE, John Deere, HP, Microsoft, Nike, Nasdaq, PayPal and Walmart. Check out Dennis' LinkedIn profile to learn more.
Dipanjan Chatterjee
VP, Principal Analyst, Brand Experience @Forrester
Dipanjan is a Vice President and Principal Analyst at Forrester Research, where he leads the brand experience and strategy practice. He has appeared on CNN and NPR, been quoted in media like The New York Times, Guardian, and Vogue, written for publications like the MIT Sloan Management Review and AdAge, and spoken at events like SXSW and Mobile World Congress. Before Forrester, Dipanjan held senior management positions at VMLY&R, FedEx Office/Kinko’s, and a Berkshire Hathaway portfolio company. He started out as an investment banker at Morgan Stanley and a strategy consultant at Booz. Dipanjan received his BA, magna cum laude, in economics from Amherst College, where he was elected Phi Beta Kappa, and his MBA from the University of Chicago. Check out Depanjan's LinkedIn profile to learn more.
David Johnson
Principal Analyst, Employee Experience @Forrester
David serves leaders responsible for employee experience (Ex) and workforce productivity and is the lead author of Forrester's EX Index research. His passion is helping companies create workplaces that engage people and enable them to do their best work. He is an expert in the way technology affects motivation and performance as well as how it shapes organizations’ employee experience. David also speaks publicly about how organizations can use psychological and organizational behavior research to guide their technology strategy and set better priorities. Check out David's LinkedIn profile to learn more.
Pete Jacques
Principal Analyst, Customer Experience @Forrester
Pete is a principal analyst serving customer experience (Cx) professionals. He advises clients on CX measurement including KPI selection, measurement frameworks, and survey design. His research interests also include consumer sentiments, emotions, and decision-making. Pete also works extensively with Forrester’s Customer Experience Index (CX Index™) data. In this role, Pete helps clients build stronger customer loyalty and trust through higher-quality customer experiences. Check out Pete's LinkedIn profile to learn more.
Michel Feaster
Chief Product Officer of Research @Qualtrics
Michel is the CPO of Research, leading the BrandXM, DesignXM and CoreXM for Qualtrics. She was co-founder and CEO of Usermind, a market leading Journey Orchestration startup- acquired by Qualtrics in 2020. There she was responsible for company vision, strategic direction, planning, and execution. Michel’s enterprise software career spans almost 20 years with roles in sales, product, strategic marketing, and general management. Before founding Usermind, Michel was VP of products at Apptio, where she drove product strategy, defined the category and discipline of Technology Business Management, and helped grow the company from 30 to almost 400 employees.