Companies are expanding their reach, focusing on elevating the consumer experience at all stages of the customer journey, from research to purchase to consumption. Companies are counting on such experiences to differentiate their brand, rather than simply the product. They are building consumer loyalty by investing heavily in experience, with features such as personal stylists, unlimited returns, and store-based or virtual communities.
Panelists (Check back soon for more!)
NICK WILKOFF has worked at L.L.Bean for 14 years, and is currently the VP of Marketing & International. In this role, Nick has oversight of L.L.Bean’s media planning and marketing programs, as well it’s content strategy and customer experience – including Ecommerce. Nick is also responsible for L.L.Bean’s International business spanning Japan, Canada, and it’s Global eCommerce channel. Nick has held additional management roles at L.L.Bean, including overseeing digital analytics and optimization, catalog circulation planning, sales forecasting, and market research.
Prior to L.L.Bean, Nick was an industry analyst with Forrester Research in Cambridge, Massachusetts. He led Forrester’s coverage of IT spending trends, as well as the web content management market. Nick is a graduate of Middlebury College.
A Maine native, Nick currently resides in his hometown of Brunswick with his wife and two children.
LEE MOREAU is VP Design at Continuum, a design and innovation consultancy based in Boston. As an architect turned strategist, he combines a unique capacity for complex systems thinking with a deeply empathic perspective, which he uses to critically engage and re-imagine the contemporary world. Lee has led service and experience design projects for a diverse group of clients -- such as Southwest Airlines, BBVA, Staples, P&G, Chili’s and Kaiser Permanente -- that blur the boundaries between content and experience. Through research, analysis, and imagination, Lee helps Continuum’s clients understand their entanglement within their own complex set of cultural, material, and economic circumstances.
Prior to joining Continuum, Lee was the Director of Environments at 2x4, an internationally recognized design firm, where he led projects for clients such as Novartis, Nike, Lincoln Center, and the MoMA Design Store. Previously, he worked as a designer at IDEO and at the Rockwell Group.