Premier Keynotes . . . Inspirational Case Histories . . . Spirited Debates . . . In-depth Workshops
Check out how much you will learn at Customer Engagement World 2014! This BIG educational program features over 40 sessions and 60 speakers. Attendees will leave Customer Engagement World with real world takeaways to implement in their organizations upon their return. Scroll down to see some of the speakers and sessions you will have access to at CEW!
|Ryan Bonifacino, |
VP Digital Strategy,
Alex & Ani
|Cherryh Butler, Business Development Strategist, |
|Greg, Clore, |
VP Information Technology,
Dave & Busters, Inc
| Heather Corker, |
VP Consumer Trends, NA,
The Future Foundation
|Alison Kiczek Dempsy ,Senior Social Media Manager, Quidsi, Inc. (an Amazon.com subsidiary)|| John Dokes, |
Chief Marketing Officer, Accuweather
| Derek Gaskins, |
Chief Customer Officer, Rutter's Farm Stores
|Audrey Hendley, Senior Vice President, New Customer Aquisition & Prospect Engagement, American Express|| Matt Rednor, Founder & CEO, |
|Richard Sexton, Founder & President, |
| Ethan Song, |
Co-Founder & CEO, Frank & Oak
9:00 AM - 10:00 AM
Disruption across every industry has been fueled by ubiquitous connectivity, inexpensive distribution and effortless scalability.
Now, more than ever, customers are empowered with access to an overwhelming volume of products, services, and information.
This keynote intends to outline why consumer behavior has shifted, where industry disruption has occurred, and how brand leaders can embrace the change and build engagement in this dynamic environment.
10:00 AM - 5:00 PM
10:15 AM - 11:15 AM
10:30 AM - 11:00 AM
Senior Director, Supply Chain - Go To Market, North America Beverages - PepsiCo
Senior Director of Strategy, Infinite Peripherals
Mobile apps have revolutionized traditionally paper and call ridden systems to increase efficiency and improve communication for employees and managers. During this session we will explore how PepsiCo North America Beverage developed two apps and understand how these applications are used by employees.
Attend this session learn:
- How apps can be used by employees to improve efficiency and get in front of problems.
- Where to start and what to consider for building a custom app.
- How apps can improve communications and move company culture forward.
Are you thinking about implementing digital signage? Do you already have some installed but not leveraging it to its fullest? In this session you will learn how to leverage digital signage for competitive advantage and to improve the interaction with your internal and external customers.
The discussion will focus on:
- Data – Harness the power of data from internal and external systems, such as ERP/CRM and sensors, to create personalized and engaging experiences for your audiences.
- Interactivity – Transport your audience from observer to participant by using technologies such as touch screens and sensors to capture their interest.
- ROI – Extend digital signage across your organization and leverage its many applications, such as wayfinding, emergency notifications, employee communications, advertising, kiosk, and schedules, to ensure that you are getting the best possible return on your investment.
SPEAKER: John Pepelnak, Solutions Sales Professional, Omnivex
11:15 AM - 11:45 AM
Founder & President, Carolina Rustica
In today’s ultra-competitive retail landscape, delivering valuable customer experiences is everything. And when making the kind of relevant customer connections that drive action on the sales floor, timing is everything. In-store digital devices have evolved into powerful consumer touch points.
From digital posters and interactive kiosks, to intelligent vending machines and point-of-sale devices, retailers can deliver more targeted, engaging brand experiences, and capture critical sales opportunities when and where they matter most. That’s why having a content management system (CMS) that manages that digital marketing content is so important
SPEAKER: Ravi Sirigineedi, Visual Retail Segment Marketing Manager, Intel
11:45 AM - 12:45 PM
12:00 PM - 12:30 PM
Senior Social Media Manager, Quidsi, Inc. (an Amazon.com subsidiary)
VP Client Services, Offerpop
Every day there are 55 million photos shared on Instagram, 500 million tweets posted to Twitter, and 350 million photos uploaded to Facebook. Social content has exploded, and marketers are struggling to cut through the noise.
In this session, we'll dive into user-generated visual content and how it can help brands launch products, increase brand awareness, drive measurable sales and cultivate customer loyalty. Gain real world insight into how social content can drive big business results. Most importantly, we have the insight to unlocking content strategies that compel consumer action, drive word of mouth and boost your business' bottom line.
You’ll also learn:
- How to curate valuable visual content from consumers
- How to leverage user-generated content to drive conversions
- How brands and agencies tap into visual content to achieve performance goals
Over the past decade, marketing professionals have seen their field change substantially thanks to advances in technology and the ever-increasing use of social media. Keeping up with marketing tasks in this new environment of constant connection can be extremely difficult. This juggling act might be tough, but it's simply the day-to-day reality for many marketing pros. Marketing automation has emerged as a solution for company leaders who want to focus on generating leads without sacrificing other types of marketing campaigns. For many sales professionals, automation systems provide the best way possible to pare down leads and focus on the prospects most likely to buy. But before you can decide if a marketing automation system is right for your company, you need to know more about automation and its return on investment (ROI).
SPEAKER: Oldrich Januska, Vice President of Product, Kentico
12:45 PM - 1:15 PM
Marketers are increasingly realizing the value of engaging their top customers rather than trying to attract costly new ones. By transforming loyal customers into brand advocates, companies not only increase their profitability from existing customers, they gain new customers ready to follow their acquaintances’ lead in advocacy. In this session you will learn how to:
- Engage customers by adding value with soft and non-transactional rewards rather than discounts
- Incentivize customers to increase advocacy with Refer-A-Friend programs
- Encourage advocacy with compelling social posts and content
Develop a customer-centric product or service and your business will be good. Leverage your successful customers with a comprehensive brand advocacy campaign and your business will be great!
SPEAKER: Tyler Walton, Marketing Manager, Clutch
1:30 PM - 2:00 PM
Your customers are distracted. They're talking selfies, Instagramming meals, and watching viral cat videos. How to connect with them in a meaningful way?
Technology has drastically shifted how consumers and brands behave. People want hyper-personalized content at the right time via the right channel. This shift means that brands need to move from traditional strategies toward highly engaging tactics. In this interactive workshop you'll understand how to tap into your customers' social, emotional, and functional needs through Hyper Island's world-renowned methodology of learning-by-doing.
SPEAKERS: Lisa Pertoso, Engagement Manager - Hyper Island & Mathias Vestergaard, Learning Designer - Hyper Island
1:45 PM - 2:15 PM
Chief Information Officer and Senior Vice President, Mohawk Industries, Inc.
Attend this session to hear how the world’s largest flooring company is transforming the way that they do business to better engage their socially and digitally empowered customers through their various channels and partners.
You will learn how Mohawk is tapping into the power of big data and predictive analytics to obtain real-time insights into social sentiment and consumer demand. The results have enabled Mohawk and their channel partners to have superior leads, better supply chain planning and in the end, provide seamless and rewarding experience to the customers.
The transformation of Mohawk’s customer engagement strategy is critical to the success of their business, and a cornerstone of that strategy is their unified platform for social engagement. This platform is helping them respond to potential buyers in real-time throughout their path to purchase and at every stage of their journey — from discovery to compare to decide to buy and beyond. Mohawk will share a few examples of early success that illustrate how this approach has already enabled them to respond in ways that were never before possible.
2:00 PM - 2:45 PM
2:15 PM - 2:45 PM
Learn how to identify and improve upon to key performance indicators (KPIs) of your mobile commerce app. In this session we will explore how to analyze the effectiveness of your mobile commerce funnel. We will cover "top of funnel, "middle of funnel," and "bottom of funnel" KPIs to help you begin to think about A/B tests to measure how well you are engaging your consumers and driving them towards conversion. Attendees will receive a free eBook on the topic and will leave the session with a high level testing plan that they can take back to their business and implement.
Session will include:
- Discuss the most relevant and valuable mCommerce KPIs
- Takeaway: Identify KPIs for your mcommerce app
- Define the objectives for the top, middle and bottom of the purchasing funnel
- Takeaway: An understanding of your app's purchasing funnel
- Best practices for optimizing each stage of the purchasing funnel
- Takeaway: Identify opportunities for optimization for each stage in your app
- Highlight how personalization can improve mcommerce KPIs
SPEAKER: Bob Moul, CEO, Artisan Mobile
2:30 PM - 3:00 PM
There’s no doubt that it has become de rigueur for companies to talk about content marketing, and with good reason. As businesses become hubs of information on everything from the “next big thing” to customer needs, the production and distribution of relevant content is a powerful way for companies to reach their target audiences. Despite content marketing’s ubiquity, a recent Forrester report found that while 85% of marketers now publish branded content, only 36% think that they are actually doing it effectively.
Far from overt company messaging or traditional advertising, content builds brand awareness, loyalty and trust by asking what an audience’s needs are as consumers and what they value as individuals. Content marketing is increasingly becoming the norm in the media landscape comprised of savvy consumers with shorter attention spans, and it is clear that companies need to think and act strategically to maximize the return on their efforts.
In this presentation, Sandra Fathi, President of Affect, will discuss how to create an effective content strategy that maximizes the development and use of original content to drive all aspects of an organization’s marketing efforts, including social media. She will cover the top 10 things your organization needs to know in order to build an effective content marketing program that helps engage consumers, improve customer engagement and maximize ROI.
3:00 PM - 3:30 PM
Customer engagement is not the end game. It is merely the fuel behind an array of business strategies that impact your top and bottom lines. However, savvy executives know that their company can’t take advantage of high customer engagement if they don’t first implement ways to keep customer engaged. Providing relevant value to your customers through interactive and scalable channels is a challenge for businesses of all sizes. Companies are increasingly turning to online customer communities to bridge that gap.
In this session, you’ll take a journey from the basic of how customer engagement impacts profit to advanced strategies for leveraging community engage to achieve the business outcomes that you care about most. You’ll walk away with an understanding of:
- What is customer engagement and why is it important?
- The evolution of customer engagement and the role of peer-to-peer customer communities.
- 5 proven strategies for leveraging customer engagement from your online customer community.
SPEAKER: Joshua D. Paul, Senior Director, Marketing & Strategy, Socious
3:30 PM - 4:00 PM
Principal Sales Consultant, Oracle Marketing Cloud
Sports entertainment is tasked with the difficult challenge of driving lifelong loyalty, deeper relationships, and increased revenue. They must make those personal connections that turn ticket buyers into subscribers and guests into fans.
And yes, that is becoming more challenging because communication channels are multiplying. Marketing teams are tasked with engaging across a multitude of fan channels including email campaigns, print and digital ads, social media, websites, blogs, events, press releases, and on and on and on……
So, how do you deliver that exceptional customer experience, align content to interests, develop event awareness, and establish loyal relationships across all these channels?
In this session we’ll discuss how the Oklahoma City Thunder:
- Increased data sharing through personalized updates and promotions
- Effectively engaged and rallied fans across complex channels and spheres of influence
- Collected and analyzed data and metrics to make smarter business decisions
3:45 PM - 4:15 PM
The hardest part of social media marketing is knowing who’s ready to buy – unless you can spot Buying Signals, the tweets that identify your potential customers. You Mon will share his insights on identifying buying signals and also how social fits into your total integrated marketing efforts.
In this session you will learn how to:
- Turn social media into a quality lead stream for your business.
- Monitor the marketplace to be able to provide relevant, real-time information that addresses your customers specific buying stage.
- Utilize social intelligence across your integrated marketing efforts.
SPEAKER: You Mon Tsang, CEO, OutMarket
4:00 PM - 5:00 PM
4:30 PM - 5:00 PM
Increasing business opportunities in mobile means delivering quick gratification and a great user experience. This requires fast rendering of information on the mobile screen, ease of use, flexibility in the presentation and aggregation of data to the User, as well as quick access to information from various sources - including internal and external systems. While meeting these needs has been challenging historically, new Mobile platforms have emerged that enable business people to create Apps and deploy new Mobile Services - fast. As a result, those responsible for achieving corporate objectives are better positioned to get results - with a few clicks. This is critically important to maximize the rewards from mobile and eCommerce initiatives as well as digital strategies. To realize the significant benefits with the huge opportunity in mobile, creating an App fast needs to be as simple as creating a presentation with PowerPoint.
Attend this session and understand how to:
- Enable your organization to be better at business innovation in the delivery of new mobile services on tablets and smartphones.
- Create and utilize Apps to quickly and easily expand business capabilities with new Mobile Services.
- Better manage change - while mitigating risk and cost.
- Increase personnel productivity, effectiveness and value.
- Enable the organization to be more agile / responsive to new opportunities.
- Improve business outcomes - more revenue, progress on strategic initiatives, very fast ROI, competitive advantage, etc.
SPEAKER: Ronald Thompson, Vice President of Business Development, CAIL
9:00 AM - 10:00 AM
Senior Vice President, New Customer Acquisition & Prospect Engagement, American Express
The needs and desires of customers are complex. In today’s environment, businesses need to be nimble and savvy in how they engage their customers, and customers are using digital channels extensively to navigate the world around them—they want information at their fingertips, and to have a personalized experience tailored to their needs. This keynote will explore new pathways to personalize the way to connect with business customers and prospects digitally, including big data innovations that will enable better cross-channel integration. Audrey Hendley, Senior Vice President, New Customer Acquisition & Prospect Engagement, American Express, will explain how to deliver an experience that builds a relationship with business owners from the first “touch”.
Attendees will understand:
- How to learn from their customer and prospect interactions
- Tools to do more authentic customer-listening to help form future content
- Techniques to customize communications in order to foster two-way, freeform customer engagement across marketing channels.
10:00 AM - 4:00 PM
10:15 AM - 11:15 AM
Business Development Specialist, Barkley
10:30 AM - 11:00 AM
Creative Director, Reality Interative
Senior Director of Corporate Marketing, Time Warner Cable
The solution: to create a fully interactive digital experience that would inspire customers to engage with the brand while learning about Time Warner Cable’s service offerings.
After opening 20 experience stores nationwide, Time Warner Cable was ready to open their Flagship Store in New York City. The store is the largest of the Time Warner Cable stores in size, but as a Flagship Store it also needed to provide a bigger splash than the smaller, nationwide locations.
The Flagship Store was created by taking the lessons learned from the previous experience stores, and using the four principles of environmental planning (customer, environment, placement and content). The project was planned in close collaboration with an environmental design firm, but also required working directly with a number of other groups including marketing, operations, branding, queuing and architects.
Learn why Modern Marketers choose Oracle Marketing Cloud solutions to create ideal customers and increase revenue. See how, by Integrating information from cross-channel, content, and social marketing with data management and dozens of AppCloud apps, marketers can more accurately target, engage, convert, analyze, using award-winning marketing technology and expertise to deliver personalized customer experiences.
SPEAKER: Geet Dhillon, Principal Sales Consultant, Oracle Marketing Cloud
Founder & CEO, Decoded Advertising
VP Digital Strategy, Alex & Ani
VP Consumer Trends, North America, The Future Foundation
Founder and President, Laundry Service
Chief Creative Officer, MRY
What do brands and venues need to know to stand out in today’s hyper connected landscape? How should they filter through the buzz to implement what will be smart and effective? How will the continuing shift of consumers towards the mobile and social channels affect the way we engage customers? Our panel will discuss what technologies and trends they decided to adopt, what they are thinking is next, and what will be down the road.
11:15 AM - 11:45 AM
Director of Platform Management, Elevation Franchise Ventures, LLC
Today, nearly every consumer-facing brand has some type of loyalty program. Some are basic programs that reward for either spend or frequency and others are more complicated offering different rewards to each unique segment. For one emerging QSR, their initial loyalty program worked on some levels but it failed to meet one key goal – drive profitability.
In this session, we'll explore how today, simply having a loyalty program isn’t enough. Brands must deliver a program that not only drives sales or supports retention but that is cost effective as well. Additionally, being able to understand, capture and analyze data from every consumer touchpoint is critical. This ability separates a basic loyalty program from a sustainable consumer management and marketing tool.
During this session, we will define:
- The necessary components of an effective loyalty program
- Why capturing data at every consumer touch point is a essential
- How leading brands leverage data to deliver effective, targeted campaigns to key consumer segments
How does today’s retailer forge long-lasting relationships with the modern mobile consumer? This session will explore how mobile and wearable apps can be used to engage consumers through targeted communication, seamless product interaction and gamification. We'll present real-life customer success stories from retailers that have successfully extended their business processes to capture customers through developed omnichannel marketing strategies aimed at today’s consumer. We’ll discuss mobile application strategies for shopping, ordering and procurement, at-home and in-store loyalty and mobile self-checkout while hearing how popular international retail chains use these mobile apps to engage modern consumers and enhance their customer relationships.
SPEAKER: Samuel Mueller, CEO, Scandit
11:45 AM - 12:30 PM
Global Director of Marketing, IBM Social Business
Analyst, Forrester Research
Director of Digital and Mobile Strategy, Superior Group
Director, Leadership Council, Public Policy Institute of New York State, Inc.
Today's business environment is marking an era of tremendous opportunity and transformation. Organizations are faced with rapid rates of change not only in technological advances such as Big Data & Analytics, Cloud, Mobile, Social, and Security, but also in the way people communicate, work, and engage with other people. These dynamic market forces are creating the need to "reinvent the rules" of how we engage clients, employees, and citizens.
This session will reveal the findings of one of IBM's latest C-Suite studies on "Reinventing the Rules of Engagement" and also discuss actions for senior leaders to drive people-centric engagement. This means putting people at the center of engagement. Organizations must find new and authentic ways to create value and engage people as individuals not as traditional market segments.
Attendees will understand:
Market trends driving people-centric engagement
Three actions for senior leaders to drive people-centric engagement in their organizations
Hear real-life examples how clients are driving people-centric engagement
12:00 PM - 12:30 PM
Founder and Principal Consultant, StratMax, Retired VP of Business Development, Graybar
But marketers, sales and service professionals know in their guts that revenue volume is not always a direct indication of the quality and value of a customer. Because not all customers act the same. They have different needs, behaviors, challenges, loyalty and potential value. And the cost to serve each customer can vary greatly based upon their service needs, how they pay, returns. etc.
Learn how to stratify your customer base to make sure you're investing the right resources into the right customers, across marketing, sales and service.
Seamless, secure communication across multiple platforms requires a strategy optimized for each channel, enabling customized interactions with mobility, and integrating store and online data that senses, learns and responds to customer interests delivering increased brand advocacy.
SPEAKER: Ravi Sirigineedi, Visual Retail Segment Marketing Manager, Intel
12:45 PM - 1:15 PM
Social networks have grown rapidly and gained genuine market power in a world where social conversations have become the new global information currency. But there is no guarantee that social media will continue to be defined by the handful of networks that currently dominate it. Consumers today are more powerful than they have ever been, and technological advancements now allow companies of all sizes to engage and interact with their fans in more meaningful ways. Attend this session and examine:
1. Key trends that will push brands to build social media capabilities into their own websites and own, rather than rent, social interaction with their customers.
2. How to dominate a new era of business where consumers are in charge, by building the social experiences consumers demand.
3. How marketers can continue this free social interaction with their customer base by replicating the social experience on their website where the experience can be completely customizable and consumers are one step closer to the point of purchase.
4. How to own this process from end to end, generate and control data that will be the foundation of marketing, advertising and product development efforts in an age governed by data insight and social consumer content.
SPEAKER: Kevin Bobowski, Vice President of Marketing, Offerpop
1:00 PM - 2:00 PM
1:30 PM - 2:00 PM
Associate Director, Global Digital Creative Development, Ogilvy & Mather Worldwide
As companies struggle to put strategies around Big Data & Analytics they find themselves at different starting points, such as:
- Trying to turn bad data into big data
- Trying to put additional tools & techniques in place to deal with the deluge of existing data
- Trying to get more sophisticated in real time predictive analytics
As technology has accelerated, it raises expectations for immediate response. Big data will become big analytics. The data will always be there, but it’s the insights that get you where you need to be. To get that desired immediate response, you need Analytics on Demand. Please join Big Cloud Analytics in discussing the real business values of big data and analytics - and the journey necessary to get to where you need to be.
SPEAKER: J Patrick Bewley, CEO, Big Cloud Analytics
2:15 PM - 2:45 PM
With digital, the way we prospect, engage, transact and service customers is changing. While organizations understand the need to transform to digital, business leaders are struggling with how to execute, implement and make it a core part of their business. Customers and prospects are demanding engaging experiences, delivered via multiple screens, channels and social touchpoints. This presentation utilizes LiquidHub's latest research, thinking and client implementations providing insight into the next generation digital architecture which is opening up a new spectrum of opportunities.
SPEAKER: Ravi Kalakota, Partner & LiquidAnalytics Lead, LiquidHub
Senior Director, Shopper Insights & Strategy Frito Lay, a division of PepsiCo
3:00 PM - 4:00 PM
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