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
A brand can spend millions crafting the perfect identity-- the right tone, the right values, the right aesthetic — and lose it all in a single clunky checkout, an indifferent customer service interaction, or a store that doesn't reflect what the website promised. This session explores the gap between how brands want to be perceived and what customers actually experience across every touchpoint, and what it takes to close that distance at scale.
- 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.
Download The Latest Agenda