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
