Loblaw Experience Day

You’re Invited

• How to deliver Customer, Employee and Product experiences that drive improved business performance


• How to leverage those experiences for continuous improvement in the brand in ways that drive loyalty


• How to best understand and optimize customers’ end-to-end experiences


• How to break down silos across touchpoints and unify both CX and EX 

Agenda

9:10 – 9:40 | Transforming Loblaw to an XM Organization with Zig Serafin

10:00 – 10:20 | How to Gain Alignment Across the Enterprise with Nan Russell

10:20 – 10:50 | The Home Depot’s Journey to XM Standardization

10:50 – 11:00   | Break

11:00 – 11:55 | Workshop Sessions – Teams will break up into different tracks and will work through current challenges led by a Qualtrics expert. Breakout topics include Customer and Brand Experience, Product Experience, and Employee Experience

11:55 – 12:00 | Final Thoughts

Speakers

RYAN SMITH co-founded Qualtrics in 2002 with his father and brother. As CEO, he has grown the company from a basement startup to one of the fastest-growing technology companies in the world, with more than 11,000 customers, including over 75 percent of the Fortune 100, and 99 of the top 100 business schools. In the private market, Qualtrics raised $400M in funding from Accel Partners, Sequoia Capital, and Insight Venture Partners. Three days before the company was scheduled to go public, Qualtrics was acquired by SAP in January 2019 for $8B in the largest private enterprise software acquisition of all time.

In 2016, Ryan co-founded 5 For The Fight, the campaign to eradicate cancer by supporting groundbreaking cancer research. 5 For The Fight is crowdfunding for cancer research, inviting everyone to give $5 for the fight against cancer.

Ryan was named to Fortune’s 2016 40 Under 40, a list of the most powerful, influential, and successful young people in business. He was listed as one of Forbes’ “America’s Most Promising CEOs Under 35” in 2013. He has been featured in Fortune, Forbes, Harvard Business Review, The Wall Street Journal, Fast Company, Inc., The New York Times, TechCrunch and USA Today, and has frequently appeared on CNBC, Bloomberg TV, and FOX Business. Ryan is a frequent guest lecturer at Stanford University’s Graduate School of Business, Harvard Business School, and Brigham Young University’s Marriott School of Business.

Nan Russell is a Senior XM Scientist with Qualtrics and focuses on delivering Experience Management programs designed to help brands understand their customers’ and employees’ experiences and drive operational improvements globally.  Nan has 25 years of experience in global research design, methodology, and analysis that drives strategic insight and action, including 15 years of experience in designing, implementing and supporting multinational, multichannel VoC programs in 128 countries and in 40 languages.   Based in London for the past 14 years, Nan has worked all over the world, including working for the US White House.  Nan designed and implemented the first VoC programs ever launched in China, Russia, Japan and Brazil and has worked extensively in global financial services, including for Santander Global. Nan graduated with honors from the University of Notre Dame and is ABD for her PhD in International Communications Research. 

Jay Dorio is a globally respected human capital management leader with over 20 years of experience in the employee experience industry. Jay has held internal and external consulting and leadership roles across a variety of industry segments. Jay is passionate about helping organizations maximize the value of their human capital by leveraging his expertise in Industrial/Organizational Psychology, employee experience, and analytics. At Qualtrics, Jay is focused on helping our clients optimize their Employee Experience (EX) measurement and management programs. Jay holds a Ph.D. from the University of South Florida in Industrial/Organizational Psychology. He also received a Master’s degree in Counseling from the University of Massachusetts