Nov 13 - 15, 2017
Chicago, IL
Nov 13 - 15, 2017
Chicago, IL
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Agenda

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How tracks and themes work

Analytics, Insight & Action

Topics include: predictive analytics, personalization, machine learning and optimization/testing tactics

Commerce + Experience

Topics include: virtual, augmented and immersive retail experiences, modelling lifetime customer value and next-gen commerce experiences

DX Project Success

Topics include: operating models and roadmaps, source planning, project management, the DX technology landscape

Leadership, Vision & Culture

Topics include: true customer-centricity, organizational readiness, digital transformation, the future of digital customer experience

Beginner

For those new to digital customer experience concepts or hoping to learn much more.

Intermediate

For attendees hoping to build on existing digital experience structures and strategies.

Advanced

For the experienced attendee seeking detailed, complex content.

7:30 to 8:30

Breakfast and Check-In

7:30 to 8:30

8:30 to 10:30

Workshop: Paving the Road to a Great RFP-Process

Creating a great RFP is about aligning expectations internally and about prioritizing your needs and requirements, allowing potential vendors to write a good and realistic proposal without feeling that it is a risky waste of time. The space between the expectations of your many stakeholders, the actual business-critical requirements and realistic expectations are some of the main pitfalls of DX Projects. This workshop will ensure that the effort you put into creating an RFP gets you the best ROI. Learn from recent vendor selection processes, including: what information is needed to write an RFP, targeting the right vendors, teamwork and delegation, key requirements and when to keep it short and sweet versus elaboration.

Speakers
Sara Redin of Redin Consulting

8:30 to 10:30

Pacific 1

DX Project Success Intermediate

Workshop: Discovering the Voice of the Consumer: An Insight into Google’s Tools

Identifying consumer perceptions and preferences is crucial for all brands’ digital, marketing and communications strategies. Consumers’ needs are ever evolving. Understanding their need states is what digital leaders are constantly aiming to achieve. Mining data across a broad set of digital touch points enables us to tap into the consumers’ mind and derive actionable insights. Join this workshop to learn how to leverage Google’s public tools and data to identify what’s top of mind for your customers. You’ll get a better understanding of their pain points and curiosities, and ultimately acquire new skills for identifying critical opportunities.

Speakers
Nandini Anantharaman of Google

8:30 to 10:30

Baltic / Bering

Analytics, Insight & Action Advanced

Workshop: Understanding the DX Ecosystem & Developing a Technology Blueprint

With thousands of vendors in the marketplace, organizations are overwhelmed with choices around building their marketing technology stack. By evaluating tool choices according to a customer experience maturity model and aligning the results of that evaluation with the customer journey, organizations can make more intelligent choices around process gaps and acquire appropriate technologies to fill those gaps by relying on thoughtful analysis and fitness to purpose rather than being hijacked by slick vendor demonstrations. Using hands-on exercises, Seth Earley and Steve Walker will guide participants through the steps to understanding customer lifecycles and aligning stages with classes of technology in order to improve engagement. Attendees will leave with an approach for developing their own marketing technology blueprint.

Speakers
Seth Earley of Earley Information Science, Steve Walker of Experis: Global Content Solutions

8:30 to 10:30

Caribbean / Caspian

DX Project Success Intermediate

Workshop: Best Bot Wins! Design an AI Chatbot Via Small Working Groups

Chatbots are transforming the way major brands across industries engage and interact with customers, but when it comes to anticipating, servicing and adapting to customer challenges, not just any Bot will do. Join this hands-on session to explore the connection between humans, automation and machine learning. Break into teams and get your hands dirty designing engaging and conversational-based experiences for creative Chatbot solutions. And that’s not all! The workshop will conclude with some competitive action as you face off to determine which team has designed the best Bot. Think you’ve got what it takes to create a champion Chatbot? Come show us what you’ve got! No technical skills needed — just some fun creative thinking.

Speakers
Rob Harles of Accenture Interactive, Aneesh Desikan of Accenture Interactive, Kris Bober of Accenture Interactive

8:30 to 10:30

Pacific 2&3

Commerce + Experience Intermediate

10:30 to 11:00

Morning Break

10:30 to 11:00

11:00 to 13:00

Workshop: Gearing Up, Getting It Done: Make Your Team A GDPR Success

General Data Protection Regulation (GDPR) goes into effect on May 25, 2018 and if you are anything like other digital marketing leads, you are not on target for adopting new practices to comply with the directive. But while this new EU requirement may seem daunting, it becomes manageable when you understand your obligations, identify the right team members to work on the solution, and create a reasonable plan to get you on track. In this workshop, you will participate in hands-on exercises, use a checklist to identify your key areas of GDPR weakness, hear what other organizations are doing to prepare for the big marketing shift coming our way and get the tactical answers you need in order to make your digital marketing practices GDPR-compliant.

Speakers
Kristina Podnar of Independent, Carolina Ramirez of UNICEF

11:00 to 13:00

Pacific 1

Commerce + Experience Intermediate

Workshop: Shark Tank, the eCommerce Edition

Getting an eCommerce initiative off the ground is just like pitching a start-up to investors. You’ve got to have a vision, passion and the numbers to back it up. In this workshop, two veteran eCommerce strategists will help you build mock pitches to your peers before you head back to your office for the real deal. Present your business case for an eCommerce initiative or any other large capital expense and define the vision for your ecommerce project. Discover the elements of a successful business case, measurable metrics, high impact scope priorities, the technology landscape and strategize on building the political capital necessary to get budget approval.

Speakers
Carlos Manalo of Office of Experience, Ed Kennedy of Episerver, Siobhan Fagan of Simpler Media / CMSWire

11:00 to 13:00

Pacific 2&3

Commerce + Experience Intermediate

Workshop: How to Drive Customer Engagement with the Data-Driven Measurement that Matters Most

The stakes are high. Your device-hopping customers will go elsewhere if their digital experience with you doesn’t meet their expectations. To remain competitive, your measurement approach must provide insights about customer engagement connected to business results. That takes both looking at multiple measurement types and asking the right questions. In this workshop, learn a model and how-to’s for connecting customer engagement to the digital metrics that matter. Walk away with next actions you can take to improve what you’re doing now, along with a high-level roadmap.

Speakers
Cinny Little of Forrester

11:00 to 13:00

Baltic / Bering

Analytics, Insight & Action Intermediate

Workshop: Ensuring DX Project Success - Scope, Alignment & Common Pitfalls

Achieving a simple, business-focused customer digital experience requires a deep level of coordination. For instance, most digital presences are both fragmented and have a large amount of ineffective pages, yet most DX projects focus on a very narrow part of the organization’s digital presence. Even after a redesign, the digital experience is still unnecessarily complicated. To avoid pitfalls like adding to underlying issues by creating a one-off, not considering the role of content and lack of planning to get to a new state from your current state, attack these problems early. This workshop will set an effective vision for bold DX improvements, with clear pros and cons to communicate and how to get true buy-in with a plan to achieve your goals.

Speakers
David Hobbs of David Hobbs Consulting

11:00 to 13:00

Caribbean / Caspian

DX Project Success Advanced

13:00 to 14:00

Lunch & Learn: Build Data Maturity in Your Organization

Featuring Nielsen, BMO and an agency perspective from GALE, this panel will explore and discuss tools to identify what data is and isn’t relevant to your business. As new technologies and regulations such as GDPR emerge, and customer expectations increase, CMOs are experiencing “data-anxiety”. The current dialogue is dominated by grandiose claims, making it difficult for marketers to determine the data needed to fuel new ideas and innovations. Walk away with a clear understanding of data maturity within your organization and actionable next steps.

Speakers
TBA , TBA , Dom Nicastro of Simpler Media / CMSWire

13:00 to 14:00

Pacific 1

Analytics, Insight & Action Intermediate

14:00 to 16:00

Workshop: Shaping Commerce Experiences for Revenue Outcomes Using Analytical Frameworks

E-commerce is no longer an outlier but a recognized sales channel that requires more than simply putting more money into the e-commerce budget. In this interactive workshop, learn how to use data from your online store and shopping cart, social media, voice of customer surveys and customer care interactions to improve customer acquisition and retention. Take action on personalization strategy and tactics, targeted content based on behavioral segmentation and user experience journeys that improve cart completion. You’ll also learn to create metrics that provide you, your teams and management with the insight needed to take actions for improvement.

Speakers
Phil Kemelor of MaassMedia, LLC

14:00 to 16:00

Pacific 1

Commerce + Experience Advanced

Workshop: The Right Way to Select Digital Experience Technology

This fast-paced workshop will give you the inside scoop on how to match your unique needs to the right DX marketplaces and vendors, ranging from WCM to DAM to CRM to Marketing Automation and more. Learn how to distinguish among features, architectures, cost and ecosystems to assess how you can underpin your digital strategy with the best-fitting tools for your needs. Come away with a firm understanding of the major pros and cons of the key players and how to replace traditional, waterfall methods with a more modern approach to technology selection.

Speakers
Tony Byrne of Real Story Group

14:00 to 16:00

Caribbean / Caspian

DX Project Success Intermediate

Workshop: Customer Journey Mapping

Whether you’re just getting started or looking for a methodology refresh, this workshop will give you the language and tools to map your customer journey. Learn the core elements of effective journey maps within the context of real examples, how journey mapping is an essential methodology for understanding how digital touchpoints fit into customers’ larger goals and practice journey mapping during a hands-on exercise. Attendees will receive Kerry Bodine & Co.’s PowerPoint journey mapping template.

Speakers
Kerry Bodine of Kerry Bodine & Co., Amelia Sizemore of Kerry Bodine & Co.

14:00 to 16:00

Baltic / Bering

Analytics, Insight & Action Intermediate

16:00 to 18:00

Welcome Reception

16:00 to 18:00
How tracks and themes work

Analytics, Insight & Action

Topics include: predictive analytics, personalization, machine learning and optimization/testing tactics

Commerce + Experience

Topics include: virtual, augmented and immersive retail experiences, modelling lifetime customer value and next-gen commerce experiences

DX Project Success

Topics include: operating models and roadmaps, source planning, project management, the DX technology landscape

Leadership, Vision & Culture

Topics include: true customer-centricity, organizational readiness, digital transformation, the future of digital customer experience

Beginner

For those new to digital customer experience concepts or hoping to learn much more.

Intermediate

For attendees hoping to build on existing digital experience structures and strategies.

Advanced

For the experienced attendee seeking detailed, complex content.

6:45 to 7:30

Lakeside Morning Run

Get up and go with a guided run along Lake Michigan, steps from the DX Summit venue. Jumpstart your morning as we prepare for an exciting day of digital customer experience knowledge and get to know some fellow attendees while taking in fresh air.

Speakers

6:45 to 7:30

7:30 to 8:30

Breakfast and Check-In

7:30 to 8:30

8:30 to 10:00

Welcome & Morning Address

Welcome to DX Summit 2017! Learn how we got here as a conference, as a company and as a community.

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

8:30 to 8:45

Atlantic Ballroom E

Leadership, Vision & Culture Intermediate

Keynote: A Customer Experience Strategy for Transformation

With start-ups setting new standards for products, services and experiences, large corporations are being forced to focus on transforming their customer experiences. Senior executives at legacy companies have had to make it their top priority to achieve the transformation required to compete and thrive. But it’s no longer enough for a CX team to simply own the theory of better customer experience – NPS, measurement, voice-of-customer reports, etc. – and try to communicate that to separate teams that actually make those experiences. The new model requires the CX team to speak the language of multiple disciplines and strengthen the overall customer experience by driving immediate and effective change through brand design, global UX strategies, tone of voice, and digital marketing programs. In this session, hear Howard Pyle, MetLife’s SVP, Customer Experience & Design, discuss the benefits of combining theory and practice in a hybrid role and how his team is collaborating to pioneer a more nimble CX practice within a storied insurance and financial services institution.

Speakers
Howard Pyle of MetLife

8:45 to 9:30

Keynote Room

Leadership, Vision & Culture Intermediate

DX Case Study: Growth in the Shadow of Amazon

Experiences with Google, Apple, Facebook and Amazon pre-condition customers to want simple, elegant, personalized and immediate approaches to their needs. Amazon is known for an experience that’s based on price and availability, and that’s increasingly hard to compete with. Or is it? Many B2C and B2B companies are now discovering that experience-driven commerce can help them not just survive but thrive in the shadow of Amazon. Hear several short case studies and transformational approaches being used by retailers and direct to consumer brand manufacturers to ensure relevance and fuel their growth.

Speakers
James Norwood of Episerver

9:30 to 9:45

Keynote Room

Commerce + Experience Intermediate

9:45-10:45

DX Innovation Spotlights

Join this fast-paced, open format group of presentations in the DX Summit showcase space to learn about the newest technologies in the digital experience marketplace. Rotate through thematic mini-theaters to discover the tools you need for the future and build on the platforms you use today.

Speakers

9:45-10:45

Innovation Garden

10:45 to 11:00

Morning Break

10:45 to 11:00

11:15 to 12:15

How Top CX Performers are Running Their Teams

Customers, both B2B or B2C, want consumer-like buying experiences. New IDC Research shows how leading brands are driving productivity, awareness, engagement, sales and retention – and improving their customer’s experience in memorable ways – even on a budget. In this CX performers session, we will dissect the research into key takeaways that you can use immediately, and help you plan for the future.

Speakers
Wayne Kurtzman of IDC

11:15 to 12:15

Pacific 1

Leadership, Vision & Culture Intermediate

Panel Discussion: Customer Engagement at Scale

Businesses from every sector are feeling the pressure to evolve their customer engagement strategies to keep pace with and exceed customer expectations. Join this interactive panel of practitioners for strategic tips from leading organizations on how to scale customer efforts at a time of increasing channels, dizzying software options and expanding consumer power. Walk away with actionable steps you can put into practice in your company.

Speakers
Dan Moriarty of Chicago Bulls, Liraz Margalit of Clicktale

11:15 to 12:15

Pacific 2&3

Leadership, Vision & Culture Intermediate

The Art & Neuroscience of Customer Experience

People’s decisions and behaviors are largely driven by the subconscious mind. According to Nielsen, the subconscious processes 11 million bits of sensory information every second compared with less than 100 by the conscious mind. This session will explore customer experience from the perspective of brain science and psychology. The human brain is oriented to capture and process information in specific ways. By aligning your marketing to what the brain is naturally attracted to and influenced by, you’ll be better able to deliver successful digital experiences.

Speakers
Tom Shapiro of Stratabeat

11:15 to 12:15

Baltic / Bering

Analytics, Insight & Action Advanced

Case Study: The Cosmopolitan of Las Vegas & R/GA Chicago's AI-Driven Brand Experience to Boost Satisfaction and Spend

Artificial Intelligence is having a profound and growing impact on business. In fact, these innovations will inevitably compel every organization to create an AI expression of their brand, a “branded intelligence”, for one-to-one interactions with end users. Join the architects of Rose, a sassy new chatbot launched recently for The Cosmopolitan of Las Vegas, to discuss how bots can drive real business results without significant investment. Attendees will learn how Rose increased customer engagement, satisfaction and spend since she started working for the hotel property in January. Key takeaways include what types of brands can benefit most from AI and the greatest challenges to creating these valuable branded intelligences.

Speakers
Mamie Peers of The Cosmopolitan of Las Vegas, Matt Marcus of R/GA Chicago

11:15 to 12:15

Caribbean / Caspian

Commerce + Experience Intermediate

Don’t Let the GDPR Kill Your Marketing Campaigns: Collect Data While Achieving Compliancy

GDPR legislation has the potential to massively reduce the success of some of today’s most effective marketing programs including retargeting and personalization. The new law, which applies to any business that offers goods or services in the EU, mandates that companies receive explicit opt-in permission from users in order to monitor, collect, and utilize their data. This session will present key tips for GDPR compliance without sacrificing your most valuable marketing tactics.

Speakers
Scott Meyer of Crownpeak

11:15 to 12:15

Aegean / Adriatic

DX Project Success Advanced

12:15 to 13:15

Networking Lunch

12:15 to 13:15

13:15 to 14:15

Applying Technology to Tasks - How Caterpillar's Cat® Connect Shifts Construction Culture & Job Site Management

The construction industry is one of the oldest in the world, one that impacts everyone daily, but one that has suffered by not improving its productivity. From building literal roads to re-evaluating customer outcomes through digital experiences, learn how Caterpillar’s Cat® Connect bridged the gap between historical processes and modern digital programming. When “this is how we have always done it” isn’t cutting it anymore, discover the challenges, processes and success metrics of adapting an internal cultural shift to a customer-facing learning experience. This session reveals how Caterpillar took routine tasks and provided customers with new ways to do them while improving cost, quality and productivity.

Speakers
Mitch Tobias of Caterpillar

13:15 to 14:15

Pacific 1

Leadership, Vision & Culture Advanced

Win the Personalization Battle with Machine Learning-Assisted Authoring

Machine Learning can assist with solving the real problem of personalization: content creation. Most personalization initiatives don’t fail because of the ability to deliver contextual experiences, but because of the lack of available content to personalize the experience in the first place. Machine removes a key bottleneck from the process. Learn how Natural Language Processing is evolving to take on the personalization challenge.

Speakers
Arjen van den Akker of SDL

13:15 to 14:15

Pacific 2&3

Analytics, Insight & Action Advanced

Digital Body Language - Understand Customer Intent on Your Website

A good conversion rate doesn’t always equate to a good customer experience and vice versa. Understanding the experiences of people on your site may seem like one of the hardest things to do, but innovative businesses who measure their customers’ online experiences are set apart from their competitors. Clicktale’s Customer Intent Model identifies psychological signals that are revealed through prospects’ interactions, which can then be used to personalize the customers’ experience. This session reveals how to interpret digital body language to understand how the experiences of users on your site impacts conversion, how to interpret their feelings and why you should begin thinking about conversions in a new way.

Speakers
Liraz Margalit of Clicktale

13:15 to 14:15

Baltic / Bering

Analytics, Insight & Action Intermediate

Storytelling in the Digital Age

It’s no secret that social media has forever changed how information and news is disseminated, or that increasingly consumers expect brands to engage with them on a personal, digital level. But with shrinking marketing resources how can brands create compelling content for an ever-growing number of platforms? Learn how brands can better equip themselves to make their content work harder and go further for storytelling in the digital age.

Speakers
Kirstin Benson of Getty Images

13:15 to 14:15

Caribbean / Caspian

Commerce + Experience Intermediate

DX Project Groundwork Panel - Keys You Need for a Project to Succeed

As DX matures, better project outcomes are driven by numerous variables that might include budget considerations for the best value or selecting and working with vendors. This panel will review key points and how to leverage what others have done or are doing to optimize your own DX project, as well as myths & truths of digital customer engagement.

Speakers
Piyush Patel of LiquidHub

13:15 to 14:15

Aegean / Adriatic

DX Project Success Intermediate

14:30 to 15:30

Data-Driven Growth Marketing: Twitter’s Secrets to Success

To influence customer experience at scale, marketing leaders need to manage data-driven organizations that show empathy through engagement and automation. But how? Hear the story of Twitter’s “growth-hacking” team – growing active users from 100 million to 300 million+ in a few short years! This session will cover how to implement growth marketing programs from acquisition through customer advocacy in a data-driven way. Learn the differences between B2B vs B2C growth marketing and the thinking, culture, team structure and programs required to build a data-driven marketing effort.

Speakers
Josh Aberant of SparkPost

14:30 to 15:30

Baltic / Bering

Analytics, Insight & Action Intermediate

Design at Scale - Grow Your Team and Influence Across the Organization

Designers are finally recognized as making a material difference to digital products, services, websites and in some cases, even organizations. While most practitioners are no longer seen as simple pixel pushers, the job of change agent is far from over. Other teams, products, and business units may not benefit from what you and your team knows and your best practices. Others may want results in a fraction of the time you’ve delivered prior work, or perhaps you’re swarmed with new projects that all seem to be due at the same time. You need tools, methods, and approaches to make your team resilient and prepared for change. This talk will explore how to assess the current state of your team and organization and set your sights on where you should be tomorrow. Whether you’re solving legacy problems or confronting UI-less challenges such as bots, voice or artificial intelligence, you need the tactics of design ops so you have the scaffolding to build efficiency and scale into your process. With a scalable, resilient team, you’ll find yourself leading change as you foster the culture of innovation, learning and design so your organization will thrive in a complex, networked marketplace of not just today but the future.

Speakers
Christopher Avore of Nasdaq

14:30 to 15:30

Pacific 1

Leadership, Vision & Culture Advanced

The Modern Digital Experience Tech Stack

Is your tech stack ready for the next decade? Future-proofing your tech stack means building an API-first ecosystem that evolves with the changing needs of your customers. This session dives into the long-term benefits of placing a highly interoperable WCM at the core of your experience. Learn how an Everything-as-a-Service architecture gives you the power to bring together all your adjacent technologies to drive real-time personalization. Placing an API-first, Head-optional WCM at the heart of your digital experience prepares your tech stack for frictionless integration and growth in the decade ahead.

Speakers
Arjé Cahn of BloomReach Experience

14:30 to 15:30

Caribbean/Caspian

DX Project Success Intermediate

Panel Discussion: Debunking the Headless-Only Myth & Embracing the API-Revolution

Join this interactive panel discussion that will surface the truths about headless CMSes. Is headless CMS the future of CMS? Is an API all you need to deliver content? What companies, if any, should jump aboard the headless trend? Questions and comments from the audience will be welcomed and encouraged.

Speakers
Bertrand Maugain of eZ Systems, Deane Barker of Blend Interactive, Dominic Laycock of The Economist, Roland Benedetti of eZ Systems

14:30 to 15:30

Pacific 2&3

DX Project Success Advanced

15:30 to 17:00

Afternoon Break

15:30 to 16:00

Keynote

16:15 to 17:00

17:00 to 19:00

Evening Reception

17:00 to 19:00
How tracks and themes work

Analytics, Insight & Action

Topics include: predictive analytics, personalization, machine learning and optimization/testing tactics

Commerce + Experience

Topics include: virtual, augmented and immersive retail experiences, modelling lifetime customer value and next-gen commerce experiences

DX Project Success

Topics include: operating models and roadmaps, source planning, project management, the DX technology landscape

Leadership, Vision & Culture

Topics include: true customer-centricity, organizational readiness, digital transformation, the future of digital customer experience

Beginner

For those new to digital customer experience concepts or hoping to learn much more.

Intermediate

For attendees hoping to build on existing digital experience structures and strategies.

Advanced

For the experienced attendee seeking detailed, complex content.

6:45 to 7:30

Lakeside Morning Run

Get up and go with a guided run along Lake Michigan, steps from the DX Summit venue. Jumpstart your morning as we prepare for an exciting day of digital customer experience knowledge and get to know some fellow attendees while taking in fresh air.

Speakers

6:45 to 7:30

7:30 to 8:30

Breakfast and Check-In

7:30 to 8:30

8:30 to 9:45

Morning Address

Kick off the final morning of DX Summit 2017 and reflect on what we’ve learned so far. Plus a special guest opener discussing the future of the web.

Speakers
TBA

8:30 to 8:45

Atlantic Ballroom E

Leadership, Vision & Culture Intermediate

Keynote: Create Next Level Customer Experiences - Why Good AI Requires Great IA

Artificial Intelligence (AI) and machine learning have permeated all things technology. In sales and marketing, they are touted as the promise land of next generation customer experience. The foundation of all machine learning is lots of information, and the better the information is structured, the more relevant and meaningful the customer experiences. Good AI is all about training programs to process data into information and information into knowledge but structuring data for user interaction has historically been best suited to information architects (IA). Learn how good AI requires great IA plus the five things you need to know to create game-changing customer experiences.

Speakers
Shawn Goodin of JPMorgan Chase & Co

8:45 to 9:30

Keynote Room

Commerce + Experience Advanced

DX Case Study: Influence Health's Targeted Content Engagement

Understand how Influence Health faces challenges with disparate technology stacks. How do they engage patients with targeted content and touchpoints with the right platform to achieve the highest possible standard in digital experience? This case study will include an understanding of possible personas and their targeted touchpoints.

Speakers
TBA

9:30 to 9:45

Keynote Room

DX Project Success Intermediate

9:45 to 10:45

DX Innovation Spotlights

Join this fast-paced, open format group of presentations in the DX Summit showcase space to learn about the newest technologies in the digital experience marketplace. Rotate through thematic mini-theaters to discover the tools you need for the future and build on the platforms you use today.

Speakers

9:45 to 10:45

Innovation Garden

10:45 to 11:00

Morning Break

10:45 to 11:00

11:15 to 12:15

Simple. Smart. Driven. Build & Execute a CX Strategy in an ROI-driven World

Translating engagement to business results and balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. Learn to target, measure and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from CX improvements – while you engage your customers. Embed structure for CX benefits into your internal processes, discover the art and science of tracking benefits realization and avoid common CX challenges.

Speakers
Diane Magers of CXPA

11:15 to 12:15

Pacific 1

Leadership, Vision & Culture Intermediate

Avoid DX Implementation Failure

This session examines critical DX project success factors such as the technology selection process, Marketing/IT communication, IA planning, budgets, staffing, training, timelines and service providers – all of which play important roles in how customers ultimately perceive you. But there are so many moving parts pre-implementation that, without the benefit of first-hand knowledge from others who’ve been there before, you’ll likely fail in one or more of these areas. Learn about the most common DX implementation pitfalls and how to sidestep them.

Speakers
Tony White of Ars Logica

11:15 to 12:15

Pacific 2&3

DX Project Success Intermediate

How Voice Search Queries and Clustering Identify The Best Customer Segments

Customer segments are the lifeblood of marketing, but smart appliances with voice search like Amazon Echo and Siri can challenge marketers to identify customer segments from analytics data where potential sales can be developed. This session offers an overview of how to discern customer segments from various data sources, with the latest updates to Google Analytics, to explore how virtual assistants impact search and content marketing strategy. Learn how to use clustering, an unsupervised machine learning technique very popular in R (and Python) with examples and best practices that you can take back to your team for better engagement and, ultimately, better sales.

Speakers
Pierre DeBois of Zimana, LLC

11:15 to 12:15

Baltic / Bering

Analytics, Insight & Action Advanced

Open Discussion: GDPR in 2018

Confused and/or unsure how your digital experience and marketing efforts will be affected by General Data Protection Regulation (GDPR) in 2018? You’re not alone. Discuss your concerns, questions and get insights in this open forum to discuss how your organization and others can adapt to these changes in this guided Q&A session.

Speakers
Kristina Podnar of Independent

11:15 to 12:15

Caribbean / Caspian

DX Project Success Advanced

The Digital Experience Myths & Truths of 2017

The accelerating pace of innovation — and enthusiasm — around DX technologies has made 2017 an exciting time in our industry. AI, Machine Learning, ABM, Influencer Marketing, Creative Operations Transformation … the list goes on. But how do you separate the real story from the abundant hype? Where are brands making winning investments … and where have they gone wrong? This fast-paced tour of what’s working (and not) for digital experience leaders will explore what you should be focused on in the short term, what you should wait on and what sort of capacity you’ll really need to be successful in 2018.

Speakers
Tony Byrne of Real Story Group

11:15 to 12:15

Adriatic / Aegean

DX Project Success Advanced

12:15 to 13:15

Networking Lunch

12:15 to 13:15

13:30 to 14:30

Digital Disruption: Unifying Customer Engagement and Tactics

Digital disruption is happening across every industry and vertical. From streamlined security protocols to IoT and cloud infrastructures, if your business sells to another business, that customer is being disrupted. Clearly explaining your company’s impact on that disruption can be difficult as the definition changes from industry to industry and even within verticals. How can your company create a unified digital experience that paints a clear picture, tells a compelling story and impacts your business and your customer’s business? Learn about the planning and structure of digital programs with the example of how Equinix has used its story of disruption across the entire digital journey. Discover how best to unify brand narrative, content strategy, digital engagements and print collateral across the entire ecosystem for a more holistic view of how all the parts can work together to build the ultimate customer journey.

Speakers
James Goldman of Equinix, Neil Chaudhari of Propane Studio

13:30 to 14:30

Pacific 1

Leadership, Vision & Culture Intermediate

Imagine the Possibilities with AI-Infused Digital Experiences

Digital engagement channels are proliferating – from web, to mobile, to wearables, to whatever comes next – across all audiences, necessitating organizations ensure consistent experiences regardless of the digital entry point. Can your platform help harness and optimize ever-increasing amounts of digital assets and content to create and deliver persuasive experiences? Are you able to leverage your investments in existing technologies, as well as take advantage of solutions yet to come? Learn how to leverage AI tools to do that and much more!

Speakers
TBA

13:30 to 14:30

Pacific 2&3

Leadership, Vision & Culture Intermediate

Curiosity and Audience Engagement as a KPI

What if the KPI was to simply feel curious? For a historic institution whose mission is to fuel personal journeys of discovery, the audience is the naturally curious. Whether from the Field Museum’s collection of over 30 Million specimens and objects, or the research that follows, they connect to audiences through the many stories generated by scientific work. If asking questions is fundamental to science, then the goal is to help audiences feel as curious as the scientists and to engage the institution by asking their own questions, and eventually, sharing their own stories.

Speakers
Brad Dunn of The Field Museum

13:30 to 14:30

Baltic/Bering

Analytics, Insight & Action Intermediate

Capitalize on the Wave of Digital Innovation in Commerce Experiences

Digital experiences and technology will have a profound influence across the ecommerce and wider physical value chain. In the next 5 years, 60% of digital commerce purchases customers will be mobile, 55% of B2C companies will have implemented hyper-personalization strategies (content, commerce & data) compared to less than 10% of B2B and 30% of businesses will embrace conversational commerce using non-human digital assistants (AI) to provide seamless two-way engagement that mimics human conversations. This session will discuss the gap between digital leaders and digital laggards for delivering the future of contextually relevant commerce experiences, with the tatest in Digital Transformation data from retailers and the financial services industry driving future immersive retail experiences, the current state of AI and Machine Learning and best practices of blending physical and digital commerce experiences.

Speakers
Sheryl Kingstone of 451 Research

13:30 to 14:30

Caribbean / Caspian

Commerce + Experience Intermediate

14:45 to 15:30

DX Case Study: Join the PaaS Revolution, Focus on the Digital Experience

Digital agency Contextual Code has been investing in cloud technology for a long time. They even built their own cloud platform based on leading IaaS services to run clients’ DX and CMS projects. This has allowed them to not only deliver successful projects but also to streamline their own internal operation. However, with Platform-as-a-Service (PaaS), Contextual Code is now converting all their projects to embrace the PaaS approach which has been disrupting the way digital applications and websites are built. Learn how PaaS can provide your business with a competitive edge as well as why PaaS is the future for DX platforms.

Speakers
Mark Marsiglio of Contextual Code

14:45 to 15:00

Keynote Room

DX Project Success Intermediate

Keynote: How a Culture of Superior CX Drives Growth at The Washington Post

The Washington Post has undergone a rapid transformation, evolving into a tech and media company that prioritizes speed, experimentation and innovation along with the high-quality journalism that has long been synonymous with its brand. Central to this culture shift is The Post’s relentless focus on the customer. Publishers can’t only care about their content, they must also care about their readers and every facet of that experience. This customer-centric approach drives strategic thinking across technology, business and news and has led to advancements in personalization by leveraging AI to improve relevance and breadth of The Post’s content offering. Chief Technology Officer Scot Gillespie will discuss the company’s CX philosophy, showcasing its influence in product development and content distribution, and how this has translated into record-setting subscriber and revenue growth.

Speakers
Scot Gillespie of The Washington Post

15:00 to 15:45

Keynote Room

Leadership, Vision & Culture Intermediate

Farewell Session

15:45 to 16:00

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