Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

Contact Us: 1.888.482.6012

Valary Dornfeld, Director, Digital Guest Experience at Toys R Us

Valary Dornfeld


Director, Digital Guest Experience
Toys R Us

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

Download The Latest Agenda

Day 2: Customer Experience Culture & Engagement

Saturday, December 3rd, 2016


11:30 AM Panel: Advancing The Human Experience: It’s Not Just About Going Digital

In an all-things-digital world, it’s natural to put an emphasis on elements like devices and software when creating a digital experience. But that’s not going to cut it anymore. People aren’t satisfied with just a solution, and it’s no longer about the device — it’s all about the experience and the device being simply an extension of that experience. The digital piece is available, but the experience is what makes the difference.
People don’t engage in those experiences without bringing their lives with them — their own context, histories, perceptions, emotions, and expectations. So what does that mean now? What processes do you use to learn these things about the people you’re creating experiences for? What do businesses have to consider when creating a transformative experience?
In this panel, we'll discuss:
• How the customer experience piece and business model interact
• Experience transformation and what it means to transform the physical by using digital
• The ramifications of these advanced experiences