The Customer Journey ~ Session 3
CFO Masterclass Keynote Series co-hosted by CFO Leadership Council & MIT Sloan Executive Education

Your revenue line is one of the most important results you must deliver on.  Today, it is under attack.  Protecting revenue starts with an engaging customer experience.  As CFOs are you positioned to lead your company in the customer experience decisions needed?

Do you understand the leading strategies to create and strengthen customer experience?  Is your company making the customer experience and customer journey investments to respond to today’s challenges while best positioning it to take market share during the recovery?

Do you understand if these investments are delivering expected returns?

Etsy, Dominos, Amazon Studios are all masters in the customer experience and customer journey.  Their go to market strategy and operations have evolved to create engaging customer experiences to drive revenue.

Explore, Learn and Engage with the CFOs of these companies on this must know topic for CFOs.

Join the CFO Leadership Council for Session 3 of our CFO Masterclass Keynote series where Rachel Glaser, CFO, Etsy, Jeff Lawrence, Executive Vice President, Chief Financial Officer, Domino’s & Elaine Paul, CFO and VP of Finance, Amazon Studios will share their secrets of thriving during challenging times.  This session will be facilitated by Renee Richardson Gosline, Senior Lecturer in the Management Science Group, MIT Sloan School of Management & Principal Research Scientist at MIT’s Initiative on The Digital Economy.

“If there’s one key lesson against this backdrop of ever-changing economic conditions, it’s the importance of communication and connectivity with your customers.  They are in search of real-time information in a variety of channels.  Our guest speakers have pivoted exceptionally well during this pandemic.  We each get a front row seat to hear their perspectives.  Invaluable!”
Kristin Todd, Vice President of Marketing, CFO Leadership Council 

This 5-day series is complimentary for current CFOLC Premium & Virtual Members as well as CXO NOWTM members. Topics include Effective Leadership Under Urgency, People Processes and the New Work Style, The Changing Customer Journey, Fiscal and Physical Health of the Company, Innovation Redesign and Evolution of IT.  Reserve your spot!

Did you miss a session?  Recordings are available to current CFOLC members in our online resource library.

Session 3 ~ The Customer Journey
Friday June 5th @ 12:00pm-1:30pmET

Keynote Speakers

  • Rachel Glaser, CFO, Etsy
  • Jeff Lawrence, Executive Vice President, Chief Financial Officer, Domino’s
  • Elaine Paul, CFO and VP of Finance, Amazon Studios
  • Renee Richardson Gosline, Senior Lecturer, MIT Sloan School of Management

Up for discussion:

  • Understanding Shifts in Desired Preferences and Experiences of Customers
  • Understanding Implications for Existing Revenue Models
  • Creating New Operating Models Adaptive to Today’s Shifts
  • Deploying Dynamic Performance Measurement to Enable Market Adaptiveness

Reserve your front row seat today!

What CFOs Are Saying About This Masterclass Series…

“Your passion for people and leadership is apparent! I thoroughly appreciated and enjoyed your perspective. Excellent presentation today. I am looking forward to the rest of the series!”
Kathy Hall, CFO, Winstead PC, Dallas CFOLC Member

“If you couldn’t make it, I HIGHLY recommend listening to the replay!”
Steve Wolf, MBA, CFO, Allcell Technologies, CFOLC Chicago Steering Committee Member

“It was an exceptional time to hear from experts! “Doing what you believe is right even to your own peril” John and ALL, you’re truly unique! Thanks! Looking forward to the next session.”
Seka Kovacevic, MBA, CFO,  Integrated Advertising Network, CFOLC Minneapolis Chapter

About Our Speakers

Rachel Glaser, CFO, Etsy

Rachel is Etsy’s CFO, bringing more than 30 years of senior financial experience to Etsy. She’s responsible for overseeing our global financial operations.  Rachel joins Etsy from Leaf Group, where she served as CFO since 2015. While at Leaf Group, she led efforts that strengthened operating efficiency and helped the company through a transformative period and a return to growth. Prior to joining Leaf, Rachel was CFO at Move, Inc. and helped lead a successful sale of the company to News Corporation.

Rachel has also held roles as Senior Vice President, Operations Finance at Yahoo! and at The Walt Disney Company, where she spent nearly 20 years in leadership positions in finance, operations, and technology teams. Rachel Glaser was elected to the Board of Directors of The New York Times Company in 2018.

Renee Richardson Gosline, Senior Lecturer in the Management Science Group, MIT Sloan School of Management, Principal Research Scientist,  MIT’s Initiative on The Digital Economy.

Renée is a 2020 honoree on the Thinkers50 Radar List of thinkers who are “putting a dent in the universe,” and has been named one of the World’s Top 40 Professors under 40 by Poets and Quants. Gosline is an expert on the intersection between behavioral science and technology, and the implications for cognitive bias in human decision-making. She is a leading thinker on the science of digital brand strategy and her research and expertise have been published in various academic and trade publications.

Renée’s research examines how social structure and technology (e.g., Digital Customer Experience, Status, Social Media) affect performance and self-perception (as featured in her Tedx talk, “The Outsourced Mind”). Her projects have examined: how cognitive style predicts preference for AI versus human input; the interaction of brand status and placebo effects in performance; how consumers determine “real” from “fake” products; the circumstances under which customers perceive value in platforms; and the effects of storytelling in social media on trust and persuasion. In order to address these issues rigorously, Gosline employs experimental methodology, both in the field and the laboratory. Prior to academia, she was a marketing practitioner at LVMH Moet Hennessy and Leo Burnett.  Renée conducted her Undergraduate, Master’s, and Doctoral education at Harvard University.

Jeff Lawrence, Executive Vice President, Chief Financial Officer, Domino’s

Jeff Lawrence was named chief financial officer at Domino’s in August 2015, and is responsible for financial planning, analysis and insights, accounting, treasury, risk management, tax and creation of shareholder value through strategic management of resources.  Lawrence previously served as vice president – finance & treasurer since January 2014, and prior to that, vice president of international finance, strategy & insights and administration since 2008. Within international, he was responsible for budgeting, reporting and analysis – and played a key role within strategic business development, the global markets council and information technology matters in helping grow the business outside the contiguous U.S.

Prior to joining the international team, Lawrence served as vice president and corporate controller from 2002 to 2008. In that role, he led the team responsible for all aspects of accounting, including SEC reporting and operations accounting. He was a key member of the company’s initial public offering team in 2004 and recapitalization teams in both 2003 and 2007. He began at Domino’s in May 2000 as director of financial reporting and, prior to joining Domino’s, was a manager of audit and business advisory services at Arthur Andersen LLP in Detroit.  Lawrence holds a BBA degree in Accounting from Wayne State University in Detroit, as well as an MBA from the Ross School of Business at the University of Michigan. He resides in Brighton, Mich. with his wife, Tricia, and three children.

Elaine Paul, CFO and VP of Finance, Amazon Studios

Elaine Paul serves as the CFO and VP of Finance for Amazon Studios. In this role, Paul oversees Amazon’s global slate of original film and television programming. Prior to joining Amazon, Paul served as CFO of Hulu for six years during a time of pivotal change and disruption in the industry. Before Hulu, Paul worked at The Walt Disney Company for 19 years, most recently as SVP of Corporate Strategy, Business Development and Technology.

Elaine holds an MBA from the Harvard Business School and a B.A. in Economics and History from Stanford University.

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About Our Virtual CFO Masterclass Keynote Series

Survive Then Thrive! A first-ever CFO Masterclass Keynote Series CFOLC is co-hosting with MIT Sloan Executive Education! It will be an amazing developmental experience featuring discussions between MIT Faculty and some of the world’s best CFOs. Speakers include CFOs from Covertus, Fanatics, Mass General, Microsoft, Splunk, Staples and more!  Join us for five consecutive Fridays from 12 pm to 1:30 pm EST for an online webinar series where these keynote-level CFOs and dignitaries keynote speakers will provide insight into how to navigate these turbulent times.

This series is complimentary for current CFOLC Premium, Virtual Members & CXO NOWTM Members.  Tickets also available for non-members. Reserve your spot here.

And stay tuned for details on our upcoming CFO Masterclass Academy, a virtual series of Ask The Expert roundtable discussions coming in June.  They’re being produced by the CFOLC & hosted by subject matter experts.

About The CFO Leadership Council

The CFO Leadership Council offers both live & online programs that feature expert panels and interactive sessions that drive meaningful conversation and leadership development among our membership. Our collection of leadership development resources similar to this article contain pragmatic insights and advice sourced directly from our members and industry experts.  Recordings of CFOLC webcasts are made available to our current CFOLC Premium & Virtual members. To learn about membership options, visit

Want to Continue the Conversation?
We’d love to hear from you. Post a comment about your experiences or provide feedback below to continue the discussion about how creative leadership in the current climate.  Or contact Kristin Todd, Vice President of Marketing, [email protected].