The Product, Customer & User Experience Summit

2 downloads 160 Views 368KB Size Report
Harnessing the power of social media to round out your customer experience management strategy. Chris Contino, Customer
The

Product, Customer & User Experience Summit Monday, June 16th Opening Address – Chicago River Ballroom- Salon D

8:30 am

Defining and Delivering Experience Integrating your customer experience intent into product and service development Roy Barnes, Founder at Blue Space Consulting; Former EVP at Marriott Hotels

9:45 am

Product Management Keynote – Chicago River Ballroom- Salon D

Experience Keynote - Chicago River Ballroom- Salon E

Identifying Market Opportunities

Total Experience Management

Applying Innovation Intelligence for market segmentation and targeting

Leverage people, processes and technology to develop the optimal customer strategy for your product and brand

Arik Johnson, Founder at Aurora WDC; Chairman at Center for Organizational Reconnaissance

11:00 am

12:00 pm

Product Keynote – Chicago River Ballroom- Salon D

CX Keynote – Chicago River Ballroom- Salon E

UX Keynote - Chicago River Ballroom- Salon G

Strategic Product Management

Operationalizing the Customer Experience

Harnessing the Value of UX

Align product initiatives to business strategy for buy-in and optimal resource allocation

A practical roadmap for action across your organization

Leveraging the practice of experience design to create business value

Stephanie Pike, Vice President, Digital and Channel Sales at Ricoh Americas Corporation

Beth Graham, SVP Global Digital Customer Experience at Citi

Jason Ulaszek, EVP, Customer Experience at Manifest Digital

Lunch and networking break Product Management Chicago River Ballroom- Salon D

1:00 pm

Product Optimization through Test & Learn A fact-based approach to optimizing product features through real-world testing Anshuman Taneja, Director of Product Management at Walgreens.com

2:15 pm

Collaborative Innovation Use cross-functional innovation teams to maximize human capital in the innovation process Rich Wagner, Former Head of Product Management Operations at Nokia Siemens

3:30 pm

Pricing throughout the Product Lifecycle Develop a simplified product pricing strategy Tim J. Smith, Managing Partner at Wiglaf

4:30 pm

Tim Perek, North American Director, Digital Customer Experience at Schneider Electric

Networking Reception

Total Customer Experience Chicago River Ballroom- Salon E

Integrated Customer Management System for ensuring a uniform customer experience across all touchpoints Christopher Bevel, Digital Marketing Strategist at FedEx Services

Social Media Customer Experience Harnessing the power of social media to round out your customer experience management strategy Chris Contino, Customer Experience Marketing at US Cellular

Maximizing your Return on Customer Experience Creating the behaviors that you need and want from your customers Roy Barnes, Founder at Blue Space Consulting; Former EVP at Marriott Hotels

Customer Development & Insights Chicago River Ballroom- Salon F

Customer Research & Personas Develop detailed insights and personas through in-depth customer & user research best practices Brian Winters, Director of Design Research at Manifest Digital

Voice of Customer Excellence Create deep insights through information optimization and utilization Jonathan Rudick, VOC & Customer Insights Strategist; Former Senior Manager, Operations Analysis at Capital One

Customer Lifetime Value An analytical approach to measuring and evaluating the full value of your customers Jason Pinter, Vice President at IfByPhone

Total User Experience Design Chicago River Ballroom- Salon G

Digital Touchpoints Identification & Alignment Develop an iterative process of aligning CX requirements with UX development Dan Cummings, VP of Product Development Online at Guaranteed Rate Inc.

Designing for Touch Creating a comprehensive vision for your mobile project that optimizes the user experience Will Hacker, Lead Interaction Designer at GE Capital

User Testing Innovations Overcoming user testing challenges through innovative Guerilla testing methodology Almond Loh, Director of Visualization, UX, at FCB Global

The

Product, Customer & User Experience Summit Tuesday, June 17th Opening Address – Ballroom A

8:30 am

A Good Product Sells Itself Marry business value and innovation to create product competitive advantage Barry Stamos, Global Practice Leader, Strategy & Innovation at Acxiom Product Keynote – Chicago River Ballroom- Salon D

9:45 am

Product Management & Business Strategy Mapping The power of knowing how it all fits together Ken Kring, Director of Product Development at Sears Holdings; author “Business Strategy Mapping”

Rajeeve Kaul, Senior Vice President at OfficeMax

Growth Strategies Across the Product Lifecycle Evaluate how lifecycle stages impact marketing decision making and brand growth Paul Morgan, Director of Trade Analytics at Nielsen Kamal A. Tahir, Senior Strategist Practice Lead/VP at Datamyx

12:00 pm

1:00 pm

Mastering Customer Analytics Leverage Big Data to for actionable insights by monitoring and measuring key customer metrics

Product Management Chicago River Ballroom- Salon D

11:00 am

CX Keynote – Chicago River Ballroom- Salon E

Craft a uniform experience across sales channels and touchpoints Tim Walter, CTO, Chief Information Officer at XSport Fitness

Customer Development & Insights Chicago River Ballroom- Salon F

Total User Experience Design Chicago River Ballroom- Salon G

Customer Experience Journey Mapping Develop useful diagrams that map stepby-step customer touch points

Feedback, Insights and Optimization Streamline customer feedback data, forms, survey’s & more for optimal customer insights

Influencing Behavior through Design Design product features that influence enduser behavior

Parissa Behnia, Idea Chef & Product and Business Marketing Strategy Consultant at 678 Partners LLC

Li Wen Huang, Usability and Customer Experience E-Business at Discover Financial

Jesse Kulp, Senior UXA at Critical Mass; Adjunct Professor at Illinois Institute of Technology

Lunch and networking break

Defining an Engagement Model Bridging the gap between customers and R&D Shanthi Gudavalli, VP, Corporate and Investment Banking at JPMorgan Chase

Customer-Driven Innovation Codify and integrate innovation methodologies throughout the product lifecycle Barbara Ballard, Director of Research at Radius Dan Perez, Director of Innovation at Radius

Driving An Experience-Based Culture Reinforce products & brands with an organizational strategy focused on the experience Michael Dain, Senior User Experience Lead at salesforce.com

3:15 pm

Cross Channel Experience Design

Total Customer Experience Chicago River Ballroom- Salon E

Closing Keynote – Chicago River Ballroom- Salon E 2:15 pm

UX Keynote - Chicago River Ballroom- Salon G

Adjourn

Building a High Performing UX Team Identify design gaps within product teams and motivate and grow highly effective, design-driven teams Stephanie Sansoucie, Manager of Customer Experience Strategy at Kohl’s