Digital Product Planning: The Role of Customer Experience

Designing products and services with customers in mind

Customer Experience (CX) is the key to competitive advantage in today's digital world. Yet many companies lose customer loyalty or fail as a business as they are unable to deliver strong customer engagement.

Join experts as they as they outline the key questions facing organizations today as well as share how to make CX the core of designing products and service - irrespective of your business function.

Featured Speaker(s)

Heather Zimmerman
Head of Digital Product Consulting

Heather has spent her career identifying new opportunities and building digital products/programs that result in growing new revenue, opening new markets, and creating new customer value. Her success comes from blending startup thinking with big company scalability.

Heather teaches product groups how to develop products with a product mindset and using iterative experimentation. Her multi-discipline approach is comprised of product development, product-market fit, strategic marketing, customer experience, operations, and revenue generation.

Karen Root
W. L. Gore & Associates

Karen Root has a career that has spanned more than 28 years in multiple industries including: service, computer software, consumer package goods, publishing, pharmaceutical, biotechnology and medical devices, She has accumulated contributions as a strategist, new product development and commercialization marketing leader, brand builder, customer experience lead, and digital expert. She consistently ensures the long-term viability of multi-million dollar portfolios.

She considers herself a 'Facilitative Innovation Leader' who takes an unhealthy portfolio and makes an endurance athlete out of it. As such, she has produced healthy, enduring results for high echelon clients including established global brands as well as multiple start-ups. But more than a strategist, Karen is a person who influences and grows businesses with a development of deep knowledge, a hands-on approach and build of winning teams. Her opinion is highly sought after and her judgment is respected and trusted.

Karen received two B.A. degrees in Business / Communications and Spanish from De Sales University and holds M.B.A in Marketing from LaSalle University.

Matthew Mamet
VP Product

For over 20 years, Matthew has brought consumer products to life at startups and large businesses, alike. Currently VP Consumer Product at EverQuote, Matthew is leading the effort to evolve the value proposition from just a "insurance referral" site into something more like a one stop shop for all personal insurance needs. While VP Product, Hotels at TripAdvisor, he led eCommerce initiatives with transformative effect on how consumers perceive TripAdvisor. Previously, he led product in a Pearson-backed innovation unit and at several Boston-area startups where he's successfully exited two ventures.

Jill Rasmussen, CPCU
Assistant Vice President - Digital Solutions and Innovation
Corporate Information Systems
Amica Mutual Insurance Company

Jill Rasmussen, CPCU, is an assistant vice president in Amica Mutual Insurance Company's corporate information systems department, specializing in innovation and customer experience.

Jill began her career in Amica's claims division, gaining experience by working in several branch offices. Next, she moved to the corporate office to lead efforts to design systems, ensuring they were carefully conceived to provide the same level of exemplary service to which our customers had become accustomed.

In recognition of her expertise in Amica's customer service, company operations and systems development, Jill was promoted to assistant vice president. Today, she focuses her efforts on a top corporate initiative, innovation management. Her team is charged with defining and developing Amica's innovation strategy, and implementing a formal innovation practice aimed at driving incremental and transformational change to products and services across the company with a keen focus on the customer.