CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Cori Rolland, Sr. Director Consumer Experience Strategy & Journey Center of Excellence at Aetna

Cori Rolland


Sr. Director Consumer Experience Strategy & Journey Center of Excellence
Aetna

Check out the incredible speaker line-up to see who will be joining Cori.

Download The Latest Agenda

Day Two July 22, 2020 Channel of Choice – The Future of Customer Touchpoints

Wednesday, July 22nd, 2020


1:50 PM Workshop: Journey Mapping

A cornerstone of a consumer-obsessed culture is a focus on the consumer journey.   This is especially critical in a services organization where it can be challenging to understand and convey how to meet the consumer’s needs.  Cori Rolland, Sr. Director of CX Strategy and the Journey Center of Excellence at Aetna will outline how companies can begin to use consumer journeys and future state ideation in the design of new consumer experiences.  She’ll define what you can learn along the way and how to reduce time to market when you start and end with the consumer’s point of view.  Ms. Rolland will focus on the elements to creating a Journey Center of Excellence, including how to design and facilitate a journey mapping and ideation session and how to turn ideas into initiatives that transform the consumer’s experience.

1:50 PM Workshop: Journey Mapping

A cornerstone of a consumer-obsessed culture is a focus on the consumer journey.   This is especially critical in a services organization where it can be challenging to understand and convey how to meet the consumer’s needs.  Cori Rolland, Sr. Director of CX Strategy and the Journey Center of Excellence at Aetna will outline how companies can begin to use consumer journeys and future state ideation in the design of new consumer experiences.  She’ll define what you can learn along the way and how to reduce time to market when you start and end with the consumer’s point of view.  Ms. Rolland will focus on the elements to creating a Journey Center of Excellence, including how to design and facilitate a journey mapping and ideation session and how to turn ideas into initiatives that transform the consumer’s experience.

1:50 PM Workshop: Journey Mapping

A cornerstone of a consumer-obsessed culture is a focus on the consumer journey.   This is especially critical in a services organization where it can be challenging to understand and convey how to meet the consumer’s needs.  Cori Rolland, Sr. Director of CX Strategy and the Journey Center of Excellence at Aetna will outline how companies can begin to use consumer journeys and future state ideation in the design of new consumer experiences.  She’ll define what you can learn along the way and how to reduce time to market when you start and end with the consumer’s point of view.  Ms. Rolland will focus on the elements to creating a Journey Center of Excellence, including how to design and facilitate a journey mapping and ideation session and how to turn ideas into initiatives that transform the consumer’s experience.

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