Episode #3: The Post-Pandemic Workplace and Customer Experience
10:30 am - 12:30 pm,
Mehdi Daoudi, Catchpoint Systems (@mdaoudi)
Gail Evans, Mercer (@GailEvans_21)
Dr. Renée Richardson Gosline, MIT Sloan School of Management (@reneegosline)
Akash Khurana, McDermott Inc. (#akash_khurana)
Paul Michelman, MIT Sloan Management Review (@pmichelman)
Eash Sundaram, JetBlue
Irving Wladawsky-Berger, MIT Initiative on the Digital Economy (#IrvingWB)
Irving Wladawsky-Berger will hold a fireside chat on the post-pandemic workplace and then Paul Michelman will lead a panel on customer experience strategies.
Fireside Chat: What Will the Post-Pandemic Workplace Be Like?
Existing digital infrastructures made it possible to respond to COVID-19 by transitioning three-quarters of office workers to remote workers in just a few months. Remote work has a number of important benefits — companies gain access to a wider talent pool, and employees gain needed flexibility — but can high levels of productivity, teamwork and innovation be maintained in this new normal? Employees will be working remotely at least part of the time. CIOs need to provide an acceptable workplace experience – including speed, reliability, security, and availability. This panel will discuss steps CIOs can take, including a new generation of workplace applications, to cope with the post-pandemic workplace.
(Irving Wladawsky-Berger, moderator, with Mehdi Daoudi and Eash Sundaram)
Panel: Driving Customer Experience Strategies Through Technology
CIOs have been helping their executive teams drive customer experience strategy with technology for years. With the advent of AI, IoT, and process mining technologies, new insights can be generated to determine the C-Suite strategy for improving customer experience and growing the bottom line. In the post-pandemic world, how can these technology tools help formulate your strategy for better customer experience, employee satisfaction, and operational efficiency, so that your organization can achieve sustained success?
(Paul Michelman, moderator, with Gail Evans, Akash Khurana, and Dr. Renée Gosline)