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!

Featured Speakers:

David Berkowitz, Chief Marketing Officer, MRY 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
Richard Sexton, Founder & President,
Carolina Rustica
Ethan Song,
Co-Founder & CEO, Frank & Oak
9:00 AM - 10:00 AM


11/5/2014  |  9:00 AM - 10:00 AM  |  Open to All Attendees!


10:00 AM - 5:00 PM


11/5/2014  |  10:00 AM - 5:00 PM  |  Open to All Attendees!

Exhibit Hall Open

10:15 AM - 11:15 AM


11/5/2014  |  10:15 AM - 11:15 AM  |  Open to Conference Attendees Only

Using Analytics to Inform Your Customer Engagement Strategy

John Dokes
Chief Marketing Officer, Accuweather
Leyda Hernandez
Director of Marketing, Priori Legal
Brian Lovell
Founder & CEO, RED Interactive Digital Agency
Marketing to your customers across multiple channels is only as effective as your ability to measure its impact. Analytics can empower today’s marketer to extract key information to inform, analyze and optimize their marketing strategy. Understanding customers’ behaviors and choices, allows brands to stay relevant across the right channels at the right time. This panel will discuss current practices and trends for using and applying measurement and analytics across multi-channel customer engagement.
10:30 AM - 11:00 AM


11/5/2014  |  10:30 AM - 11:00 AM  |  Open to Conference Attendees Only

Transforming Customer Service with Clienteling

Customers expect more from their shopping experiences and they are empowered with more information than ever before. In turn, sales associates need to have customer data at their fingertips to facilitate a personalized experience for their customer complete with history, trends, and recommendations.


11/5/2014  |  10:30 AM - 11:30 AM  |  Open to Conference Attendees Only

Moving the Needle on Customer Loyalty with Mobile & Social

Derek Gaskins
Chief Customer Officer, Rutter's Farm Stores
Together, mobile and social hold enormous potential for increasing customer engagement. In today’s world of constant information, the fight for customer’s attention has never been greater. Companies who are optimizing the strengths of mobile and social in their customer loyalty programs have learned how to acquire, engage, and retain their audience. Through mobile, organizations can fulfill rewards, offer in-store opportunities, and share content. Join us as we discuss how this powerful duo can work hand in hand to engage your customers.
11:15 AM - 11:45 AM


11/5/2014  |  11:15 AM - 11:45 AM  |  Open to Conference Attendees Only

Making Your Cross Channel Content Responsive – From the First Step to the Last

Richard Sexton
Founder & President, Carolina Rustica
Most e-tailers recognize that they now face several critical choices in how their digital content is served on a plethora of devices and platforms. Customized mobile sites, native applications, passbook and wallet cards, and responsive design are all options…but which direction to go, and why? If you are an omni-channel retailer, should this influence your choice? What other factors should you consider? Richard Sexton, president and founder of Carolina Rustica, will give an overview of the critical thinking involved in the decision to pursue (or not) the Responsive Design option. He will outline his own company’s thought process and execution of RD, and how it affected their business, both online and in the brick and mortar channel.
11:45 AM - 12:45 PM


11/5/2014  |  11:45 AM - 12:45 PM  |  Open to Conference Attendees Only

Curating Contextually Relevant Shopping Experiences

George Bird
Director of In-Store Experience, Two West, Inc
The retail store, online and physical, is evolving at a rapid pace. To meet today’s mobile and demanding customers, retailers and brands will need to provide a curated, seamless shopping experience across all engagement points. How to begin? Customers can be engaged across multiple channels from the moment they entire the shopping path. Their journey can be customized across multiple touch points from in-store displays, social media, POS systems and more. Sales associates can be enabled with CRM data to answer questions and make a meaningful connection with customers. With the introduction of Apple’s iBeacon and similar technologies, customers will become more used to receiving push notification including offers and rewards.
12:00 PM - 12:30 PM


11/5/2014  |  12:00 PM - 12:30 PM  |  Open to Conference Attendees Only

Turning Visual Content into Sales

Alison Kiczek Dempsey
Senior Social Media Manager, Quidsi, Inc. (an Amazon.com subsidiary)
Colleen Horan
Director of Product Marketing, Offerpop

Every day there are 55 million photos shared on Instagram, 500 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
2:00 PM - 2:45 PM


11/5/2014  |  2:00 PM - 2:45 PM  |  Open to Conference Attendees Only

The Great Showrooming Debate: Embrace It or Hate It

Jeff Malmad
Managing Director, Director of Mobile, Mindshare North America
David Vanderwaal
VP of Marketing, LG Electronics: USA
Showrooming is a phenomenon where customers visit a brick-and-mortar store to examine products that they later buy online. Challenged with consumers changing their behavior and still competing for the sale, marketers must choose between a strategy that will embrace showrooming or combat it. Our panel of experts will weigh the pros and cons of the showrooming phenomenon and discuss their methods to support their strategy.
2:30 PM - 3:00 PM


11/5/2014  |  2:30 PM - 3:00 PM  |  Open to Conference Attendees Only

Content Marketing Strategy: Successfully Engage & Retain Customers

Sandra Fathi
President, Affect

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 - 4:00 PM


11/5/2014  |  3:00 PM - 4:00 PM  |  Open to Conference Attendees Only

Personalization: The New Gold Standard for Online Retail

T.J. Gentle
President & CEO, SmartFurniture.com
Ethan Song
Cofounder & CEO, Frank & Oak
Consumers crave personalization - a perfect product recommendation, article or referral elevates the experience and engages the customer in an emotional way. Relevance and personalization drives brand connection and ROI soars. It is the natural evolution in marketing, but how do you get there and create a unique and relevant experience for each customer across multiple channels? During this session, organizations will discuss how they decided to implement personalization for their ecommerce sites and tips for navigating the potential challenges and pitfalls when deciding to provide personalization and customization for your customers. Learn why implementing a personalization strategy should be among your top priorities for the next few years.


11/5/2014  |  3:00 PM - 4:00 PM  |  Open to Conference Attendees Only

Collaboration Instead of Miscommunication – Proven Techniques to Enable A Successful Project!

Janet Webster
President, Creative Solutions Consulting
Greg Clore
VP, Information Technology, Dave & Buster's
Linda Senigaglia
Senior Director, Product Marketing, Navigation Solutions, A Hertz Company
Jeff Ulrich
Senior Manager, Innovation, United Airlines
Collaboration seems to be getting a lot of press lately, and it is proving to be much more than a buzzword. Join this session to hear from a panel of industry leaders who have demonstrated that collaboration works. The discussion will include how to effectively utilize cross-functional groups to leverage knowledge, address challenges using innovative approaches, and successfully implement thriving customer engagement solutions.
3:30 PM - 4:00 PM


11/5/2014  |  3:30 PM - 4:00 PM  |  Open to Conference Attendees Only

The Personal Connection: Using Modern Marketing to Build Fan Relationships

Geet Dhillon
Principal Sales Consultant, Oracle Marketing Cloud
Ben Wang
Manager, CRM and Database Operations, Oklahoma City Thunder

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

4:00 PM - 5:00 PM


11/5/2014  |  4:00 PM - 5:00 PM  |  Open to All Attendees!

Networking Reception

9:00 AM - 10:00 AM


11/6/2014  |  9:00 AM - 10:00 AM  |  Open to All Attendees!


10:00 AM - 4:00 PM


11/6/2014  |  10:00 AM - 4:00 PM  |  Open to All Attendees!

Exhibit Hall Open

10:15 AM - 11:15 AM


11/6/2014  |  10:15 AM - 11:15 AM  |  Open to Conference Attendees Only

Reaching Millennials via Technology

Cherryh Butler
Business Development Specialist, Barkley
As the Millennial mindset becomes more common with people of all ages, it's more important than ever for retailers to learn how to attract this tech-savvy crowd. Cherryh Butler of Barkley, an advertising agency in Kansas City, will show you how some of the agency's clients win with Millennials.
10:30 AM - 11:00 AM


11/6/2014  |  10:30 AM - 11:00 AM  |  Open to Conference Attendees Only

Retail Merchandising in the Digital Age: How to Configure an Interactive Environment

Doug Hampton-Dowson
Creative Director, Reality Interative
Cindy Heitsman
Senior Director of Corporate Marketing, Time Warner Cable
The problem: Time Warner Cable had millions of customers coming through their centers every day who were comparing the experience to a trip to the DMV. They wanted their customers to want to be in their stores, not just feel like they had to be there.

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.


11/6/2014  |  10:30 AM - 11:30 AM  |  Open to Conference Attendees Only

Technology Trends Transforming the Customer Engagement Landscape

David Berkowitz
Chief Marketing Officer, MRY
Ryan Bonifacino
VP Digital Strategy, Alex & Ani
Heather Corker
VP Consumer Trends, North America, The Future Foundation
As customers have become increasingly reliant on mobile devices and connected to social networks, they expect more personalization, customization, interactivity and to be wowed by brands and venues. Meanwhile, countless technology advancements and strategies are constantly emerging to nurture better customer experiences across multiple channels including in-store and online.

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


11/6/2014  |  11:15 AM - 11:45 AM  |  Open to Conference Attendees Only

Engaging Customers and Prospects with Transformative Digital Marketing

Audrey Hendley
Senior Vice President & General Manager, OPEN Acquisition & Prospect Engagement

This session will outline new pathways to personalize the way to connect with business customers and prospects digitally, and the session will include some big data innovations that will enable better cross-channel integration. The speaker 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.
11:45 AM - 12:30 PM


11/6/2014  |  11:45 AM - 12:30 PM  |  Open to Conference Attendees Only

Building a Multi-Channel Engagement Strategy in Mobile

Powerful tools have emerged beyond push notifications to help build stronger relationship with customers, from in-app messages and mobile email to in-app customer support and social integration. These tools are not only a source of competitive advantage, but also a growing requirement for an effective mobile strategy, forcing marketers to think deeper about user behavior on mobile and to match this understanding with the nuances of each channel. This session explores various multi-channel strategies marketers can use to build higher engagement, retention, and loyalty in their apps. We'll begin with a short overview of the mobile marketing landscape, then present specific case studies that bring the multi-channel approach to life. You'll walk away with a concrete plan of action for mobile business, plus best practices for engaging mobile customers.
1:00 PM - 2:00 PM


11/6/2014  |  1:00 PM - 2:00 PM  |  Open to Conference Attendees Only

The Importance of Brand in Digital Marketing and SEO

Les Kollegian
CEO/Chief Creative Officer, Jacob Tyler Brand Communications Agency
Grayson Lafrenz
Co-Founder, Power Digital Marketing Inc.
Nicholas Slettengren
Co-Founder & Partner, Power Digital Marketing Inc.
With the growth of digital marketing and many companies turning over 40% of their marketing budgets from traditional to digital, we will explain the importance of maintaining brand cohesion and how that will effect growth, engagement, and drive conversion.
1:30 PM - 2:00 PM


11/6/2014  |  1:30 PM - 2:00 PM  |  Open to Conference Attendees Only

Equipping Customer Engagement with Wearable Tech

Matt Doherty
Associate Director, Global Digital Creative Development, Ogilvy & Mather Worldwide
As wearable tech continues to gain popularity with consumers, brands and their agencies are tasked to determine what this technology will mean for them. The good thing is brands of all types don't have to start the R+D process from scratch. There are all sorts of areas for brands to be a part of in the wearable tech ecosystem. We'll define the ecosystem, consumer experience factors, and uncover wearable tech opportunities you can take back to your brand.
2:15 PM - 3:00 PM


11/6/2014  |  2:15 PM - 3:00 PM  |  Open to All Attendees!


3:00 PM - 4:00 PM


11/6/2014  |  3:00 PM - 4:00 PM  |  Open to All Attendees!

Networking Reception