May 13, 2020
12:00 Noon to 1:00 PM EST

Leonard Murphy

GreenBook Executive
Editor & Producer

Parrish Arturi

Head of Digital Distribution

Joseph Byrum

Chief Data Scientist
Principal Financial Group

Please Join Us


This is the second of a 3-webinar series dedicated to understanding the effect of the COVID-19 pandemic on consumers and the brands that serve them. During this 60-minute webinar, GreenBook Executive Editor Leonard Murphy will moderate a distinguished panel as they respond to new research from Decooda that uncovers the emotions and perceptions of US consumers during the COVID-19 pandemic. Discussion will include the impact of the pandemic and the implications for financial services firms as they rethink the experience they will deliver in the future. This is part of a longitudinal study of US consumers that will be tracked and updated as we continue to navigate through the pandemic.

Webinar key takeaways:

  • Learn about Decooda’s new research revealing how people are thinking about their financial well-being during the COVID-19 pandemic.
  • Which brands consumers believe have impressed them in how they have handled the crisis, and which have disappointed them with their response.
  • Insights from our Guest Speakers: Parrish Arturi, Head of Digital Distribution, TIAA and Joseph Byrum, Chief Data Scientist, Principal Financial Group on the implications for financial services firms as they rethink how to exceed customer expectations in the future.

Webinar 2 will focus on Financial Well-being and webinar 3 on Physical and Mental Health.

After registering, you will receive a confirmation email with information on how to join the webinar on May 13, 2020.

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The Research: Chief Insight Strategist Kirsten Zapiec from Decooda will present new research into the emotions and perceptions of US consumers leveraging Decooda’s proprietary CORE AI Cognitive Intelligence Machine.

A Decooda Webinar Series:


Journey Interrupted: Rethinking the Customer Experience After the Coronavirus

With the health crisis and economic impact being caused by the COVID-19 pandemic, literally every company must rethink the design and delivery of the customer experience to deal with a very new reality. For example, it is feasible that TSA Airport Security may step up health screening procedures. Restaurants may need to consider alternative models for ordering, pick-up and delivery and the impact on food supply chains. And the implications for the healthcare industry is nothing short of staggering.

This Webinar series is different from other webinars on the topic of the Coronavirus in that we are not just framing the discussion – we also seek to advocate solutions based on our unique insight into to the needs, behaviors and emotions of consumers. There are three webinars we are planning in this series:


Prior to each webinar, Decooda will use CX Workout to collect data through panel research based on a representative profile of US consumers.


The COVID-19 pandemic will likely become the single most disruptive event of our lifetime. Virtually overnight the pandemic has changed the way we shop, significantly impacted our financial wellness and threatened our health and well-being. It isn’t an exaggeration to say, when we come out of this pandemic our culture and society will be very different. And, brands that quickly understand and adapt to the new normal will recover faster and outperform the competition.

The way people feel about, think about and interpret their experiences has a profound effect on their decision making and behavior. Our research will listen to people’s words to identify the pivotal moments that shaped the new normal.

The research effort will monitor people’s daily life and emotions throughout the pandemic, identifying the specific facets of the pandemic experience that evoked the deepest emotional responses.
The research will also monitor how brands navigated the pandemic. How did some brands go above and beyond to provide positive experiences through the crisis? And, why did other brands let people down during the pandemic.

Over the next few weeks, Decooda will share our groundbreaking research across a series of three webinars.

Webinar Design

During each webinar, we will share the results of new Decooda sponsored research into consumer perception and invite a Guest Speaker from industry to talk to the implications they see in the data and share some initial thoughts on how their company or industry will need to re-think the experience they deliver. We will then invite one or two leading practitioners to share some examples of projects that are planning or currently working on that reflect how to design experiences given the societal and regulatory changes that the data suggests may emerge in the coming months and years.

Webinar 2 – Journey Interrupted – Financial Well-Being
Date: May 13 – 12:00 Noon to 1:00 PM EST

Guest Speaker Panelist: Parrish Arturi – Head of Digital Distribution, TIAA (TBC)
Commentator/Moderator: Leonard Murphy
Decooda Researcher: Kirsten Zapiec
Decooda Partners: Jenn Oyler and Mike Wittenstein