Dow and Cars.com discuss What Should a Head of Experience Do

The video discusses the evolving role of experience management in companies, highlighting strategies from Cars.com and Dow. It covers the importance of a Chief Experience Officer, the impact of the pandemic on digital strategies, and the need for executive buy-in. The discussion also touches on employee and customer engagement and the future of experience centers in a digital-first world.

What role does change management play in building an effective experience management program?

How can organizations measure the impact of customer experience on business outcomes?

What are some examples of initiatives that demonstrate the value of experience management?

How do you envision the future of experience management in organizations?