Monday, July 29

3:45 pm - 4:25 pm

Even the most compelling product or service will be unsuccessful when customers are left unsatisfied or disappointed. Employees are key ambassadors between an organization and its customers and are responsible for bringing the company to life. Organizations that successfully empower their employees are 30% more likely to be loved by their customers. Creating an employee experience that mirrors and compliments the BEST customer experience will be a hallmark of any successful strategy.

Human resources professionals are transforming their organizations by spearheading the integration of customer and employee experience initiatives. To break down silos and take data-driven action, HR needs to simplify its processes, platforms, dashboards and access to data. Organizations implementing comprehensive AI and advanced analytics systems are easily able to visualize the data linking brand awareness, pre-employment screening, recruitment\employee lifecycle surveys, service quality, customer retention, etc., and then distribute the results across the organization.

This interactive, fun (and funny) session led by Kantar and Second City Works will show you how to strategically utilize consultative insights and data to define, measure and improve your employee and customer experiences. You’ll hear practical success stories from clients like Best Buy, Enterprise Rent-A-Car and others.


  • Tips from top performing organizations that differentiate their exceptional employee and customer experience program from today’s norm
  • How to develop a continuous listening strategy and map employee and customer journeys, touchpoints, annual/pulse surveys, audience, frequency, questions and benchmarks
  • The ROI of implementing a complete experience management program that includes innovative surveys, advanced analytics, automation, AI and collaboration tools
  • Communication tools for discussions with leaders about the customer and employee experience


  • Technology insights, consulting tips and real-life best practices to help you create an exceptional employee and customer experience program, and transform the way your organization sees and links employee data
  • Improve techniques to help leaders (finally!) pay attention to the data and make better data-driven changes

Kat Barker

Director, Writer, Facilitator and Performer
Second City Works

About Kat Barker

Kat Barker is a director, writer, facilitator and performer for Second City Works specializing in improvisation and storytelling. She has directed/assistant directed numerous Brandstages for clients as diverse as National Food Chains, Personal Care products, Department Stores, Insurance Companies, Pet Food Brands and National Banks.

She has helped to develop curriculum and design programming for the Chicago Bears, After School Matters and Second City as well as had the privilege of directing or performing for Just for Laughs, Chicago Sketchfest, Chicago Improv Festival, Montreal Improv Festival, iO and Annoyance Theaters.

Michael J. Schroeder

Kantar TNS Employee Insights

About Michael J. Schroeder

Michael J. Schroeder is CEO of Kantar TNS Employee Insights. For more than 25 years, he and his team have designed and implemented large-scale employee engagement survey programs and technology for some of the world’s largest organizations such as Citi, China Construction Bank, Carrier, Disney, Enterprise Rent-A-Car, Hewitt Associates, and Hospital Corporation of America (HCA).  In recognition of his contributions to the survey, training and organizational development field, Mike has won international awards from Human Resource Executive and Training magazines. He has co-authored three books and is a speaker and instructor at major conferences regarding employee and customer survey strategies. Mike also holds a U.S. patent for inventions in the survey field.

Tyler Dean Kempf

Improviser, Writer and Director
Second City Works

About Tyler Dean Kempf

A Second City trained improviser, writer and director, Tyler has directed sketch and improv shows for The Second City and other companies throughout the city of Chicago over the past decade. In addition to stage work, he has also written and directed branded digital content, which has been distributed worldwide for a variety of clients including those in the Insurance, Hospitality, Mobile Phone and Alcohol industries.

Outside of Second City Works, Tyler teaches the world’s next great comedians as an adjunct professor at Columbia College Chicago in both the Television and Theatre departments. As a playwright, his plays have received productions and stage readings all over the country, including ‘Run-of-the-Mill’, which premiered in Chicago and ‘Save the Date’, which was a finalist in Pride Films and Plays Great Gay Play contest. He recently received his MFA is Creative Writing for the Stage & Screen at Lesley University in Cambridge, Massachusetts.