Max Wallace
Senior Director, Customer Experience Tommy John
Monday, February 22, 2027: Summit Day
10:35 AM Customer Journey: Panel: Delivering a Brand Experience that Matches Brand Perception for Your Target Customer
- Auditing the perception gap and where your lived customer experiences diverge from your intended brand story and which touchpoints carry the most reputational weight
- Maintaining a coherent brand experience across channels that each have their own native behaviors
- Leveraging frontline staff, customer service agents, and fulfillment operations as brand ambassadors
- Identifying the high-stakes inflection points in the journey where the gap between expectation and reality does the most damage to long-term loyalty
Check out the incredible speaker line-up to see who will be joining Max.
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