October 28-30, 2024 | Renaissance Orlando at SeaWorld | Orlando, FL
Doug Roerden is an impactful customer experience leader, serving people through purposeful, human-centric experiences. As Head of Experience Design for FM Global, Doug collaborates with business, technology, and design partners to lead customer experience for risk management in commercial property insurance.
An international speaker, facilitator, and advisor on several boards, Doug’s thought leadership and multi-decade design practice bridges personal computing through today’s digital worlds for Fortune and Global 500 companies, as well as startups, non-profit, education, and government.
Doug holds a Bachelor of Music in Jazz Composition & Arranging from Berklee College of Music and is on a mission to make things more intuitive for those who are ready, willing, and able.
Day 1 | Wednesday, November 15
1:00 PM BENCHMARKING SESSION | An Emotional Well-Being Approach to Customer Experience
An important aspect of customer experience design is humanizing the customer to better understand their needs and expectations. An "emotional well-being approach" has the potential to reach a new level of customer centricity, one that puts the focus on maintaining mental health and emotional well-being for all of the people in the CX ecosystem, from the customers themselves to the employees that work to deliver exceptional experiences. Together, we will explore what it means to take an emotional well-being approach in CX and ways to integrate this human-centered mindset into your goals and overall strategy.
