Agenda

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Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Customer Insights Bootcamp


CDP Bootcamp


Early Bird!

Save $100 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 - 8:30 AM

Networking Breakfast

7:30 - 8:30 AM

8:30 - 10:30 AM

Workshop: The Right Way to Buy CX Technology

Do you need to evaluate suitable technology suppliers? Are you looking to modernize, rationalize or optimize your DX/CX stack? In this workshop, get the inside scoop on how to match your unique needs with the right technology marketplaces and vendors, ranging from WCM to Marketing Automation, from CDPs to Journey Orchestration Engines and more. Discover how to replace outdated, waterfall methods with a modern approach to technology selection and take away a firm understanding of the major pros and cons of the key CX cloud/suite players.

Speakers
Tony Byrne of Real Story Group

8:30 - 10:30 AM

Shedd A

Digital Operations & Platforms

Workshop: Digging for Customer Insights - The Science of Asking Great Questions

The heart of successful websites and digital experiences is a direct and powerful connection with customers. To that end, customer insights are unparalleled in their importance to digital success. In this interactive workshop, explore the mind of the customer, understand how they think and unveil the underlying drivers of their behavior. Discover strategies for asking questions that dig deeper and uncover more meaningful responses along with tools you can use to extract insights from your customers.

Speakers
Tom Shapiro of Stratabeat

8:30 - 10:30 AM

Shedd B

VoC & Customer-Driven Design

CDP Bootcamp: Rock the Always-On Customer Journey – Customer Data Platform (CDP) Use Cases, Core Capabilities, and Data Strategy

As customer journeys continue to push the boundaries of complexity, marketers are tasked with understanding and leveraging a vast continuum of user behavior. It’s more important and challenging than ever to discover actionable meaning behind customer engagement and leverage it to drive measurable results. For the always-on customer, touch points where brands should be present with impactful content and messaging but aren’t can adversely impact engagement, loyalty, and revenue. These experience gaps undermine customer journeys and threaten omnichannel success. Many companies leverage data-driven approaches to nurturing and targeting. But are they really optimizing customer journeys? Are they really future-proofing marketing? Are they getting omnichannel right?

In this session, we will explore use cases for CDPs that address the complexities of the always-on customer journey. By relating use cases to CDP core capabilities and data strategy, this session will help marketers understand how to transform omnichannel complexity and uncertainty into competitive advantages and measurable results.

After participating in this session, you will:

  • Understand the potential value of a CDP and its position in your martech stack, as well as how it can help optimize omnichannel engagement and the always-on customer journey.
  • Understand the CDP core capabilities required to enable omnichannel marketing success and how they fit in with use cases, your martech platforms and ecosystem.
  • Understand how data strategy and quality impact CDP effectiveness and marketing results, and what you can do to provide a solid data foundation for success

Speakers
Fred Maurer of Martech Strategies

8:30 - 10:30 AM

Water Tower A

CDP Bootcamp

Customer Insights Bootcamp: Using Personas to Fuel Digital Experiences that Drive Demand

Many marketers of complex products and solutions say they have personas. The trick is, once you have them, how do you use personas to create compelling digital experiences that drive demand? In this interactive workshop, you’ll learn how to gain a competitive advantage by using the information in your personas to create relevant stories with context that engages buyers. This means addressing the priority needs and concerns your customers must answer to choose to buy from you. Buyers have changed. Buying complex solutions has gotten, well…more complex. Let’s fix that.

In this session, you will learn:

  • What information your personas must have to be useful – and how to get it
  • The Conversational Formula for creating progressive digital experiences
  • Why Inclusive Relevance is becoming more important to winning the sale

Speakers
Ardath Albee of Marketing Interactions

8:30 - 10:30 AM

Water Tower B

Customer Insights Bootcamp

10:30 - 11:00 AM

Coffee & Networking Break

10:30 to 11:00 AM

11:00 AM - 1:00 PM

Workshop: GDPR, PIPEDA, LGDP, CCPA… Are we done yet? How to survive the coming privacy tsunami

Just as most of us got used to the idea that EU’s General Data Protection Regulation (GDPR) was a fact of life we have to accept, and began making data collection modifications to comply with the new regulation, we face Lei Geral de Proteção de Dados (LGDP), California Consumer Privacy Act (CCPA) and a slew of proposed new digital privacy waves that are an announcement for the tsunami heading our way. In the middle of deep acronym swirls, it is easy to be overwhelmed. However, if you break down all privacy aspect commonalities and address them now, you will be on high ground as the waves begin to pound. In this session, focus on the types of data you need to create and maintain meaningful user engagement, the data privacy requirements that seem contrary to your goals, and how to bring these two worlds into alignment so that you can confidently face the coming privacy tsunami.

Speakers
Kristina Podnar of Kristina Podnar

11:00 AM - 1:00 AM

Analysis

Transformation & Leadership

CDP Bootcamp: CDPs in the MarTech Stack - How Marketing & Technology Optimize the Demand Enterprise

To create a single view of the customer, optimize marketing programs and execute cost effectively across all channels seamlessly, companies are implementing a Customer Data Platform (CDP). The results for businesses that implement a CDP into their MarTech Stack correctly is nothing less than accelerated growth, significant financial results and happier customers. But it can appear complicated at first often because CDP vendors are redefining the MarTech Stack to meet their needs not yours. In this CDP Bootcamp session, sift through the CDP contenders to match CDP capabilities that meet you business and technology needs. Take home ways to identify business and tech requirements, select a vendor that fits your business needs and make sure the CDP solutions you choose are successfully adopted.

Speakers
Vernon Tirey of CDPI Advisors

11:00 AM - 1:00 AM

Water Tower A

CDP Bootcamp

Customer Insights Bootcamp: Hands-on Journey Mapping Lab

Whether you’re just getting started with journey mapping or looking for a methodology refresh, this workshop will give you the language and tools to map your customers’ interactions with your organization across both digital and non-digital touchpoints. Start out with an interactive discussion about the key elements of effective journey maps within the context of real examples, then you’ll practice mapping a real customer journey for your organization during a hands-on exercise. By the end of workshop, you’ll be able to answer the following questions: Why is journey mapping an essential methodology for today’s organizations to master? What factors make journey maps effective? How can you create journey maps? And how can journey maps be used to drive business results?

Speakers
Kerry Bodine of Bodine & Co.

11:00 AM - 1:00 AM

Water Tower B

Customer Insights Bootcamp

1:00 - 2:00 PM

Lunch & Learn

1:00 - 2:00 PM

2:00 - 4:00 PM

Workshop: Delivering Experience Consistency from the Mayhem of 500 Content Managers

As the Digital Experience team for the University of Calgary tasked with creating a leading edge experience for our audiences on the web, a tough challenge was faced: offering a consistent user experience across all faculty and unit websites in a decentralized environment with over 500 site administrators and content managers. In this workshop, find out how UCalgary’s Digital Experience team built a web platform that secured buy-in and integration across the institution and delivered a consistent experience both for users, web administrators and content managers on the web.

Speakers
Anju Visen-Singh of University of Calgary

2:00 - 4:00 PM

Glessner C

Transformation & Leadership

CDP Bootcamp: CDP Test Drives – Orchestration and Activation Demonstrations

Most all market-leading CDPs offer campaign orchestration and marketing activation features, on top of the core CDP concept, in varying degrees of focus and complexity.
In this interactive workshop, we will look under the hood at (three) CDP platforms. We’ll take a single use case to demonstrate how it might be configured within each system, then discuss the intended business outcomes. Features on display will include audience segmentation design and application, ad-tech connectors, rule-based campaign triggers, and campaign performance measurement.

In this session, you will:

  • Put theory into practice–gain hands-on, practical knowledge of campaign set up
  • See first hand, how different CDPs tackle campaign business requirements and what you can expect
  • Increase your understanding of the type of use cases CDPs address and support
  • Learn more about the components that go into successful execution of a use case within a CDP

Speakers
Zach Van Doren of CMO Labs

3:00 - 4:00 PM

Water Tower A

CDP Bootcamp

4:00 - 5:30 PM

Welcome Reception

4:00 - 5:30 PM
Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Customer Insights Bootcamp


CDP Bootcamp


Early Bird!

Save $100 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 - 8:30 AM

Networking Breakfast

7:30 - 8:30 AM

8:30 - 9:30 AM

Welcome Address

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

8:30 - 8:45 AM

Great Lakes EFG

Keynote: The Path To Journey Management

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change and business performance. Enter journey management: A holistic approach to customer experience that unfortunately remains misunderstood and underutilized in most organizations today. In this keynote session, join Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic. Learn why journey mapping is just part of the Journey Discovery process, how effective organizations leverage Journey Design to define profitable future-state journey and how journey managers and journey analytics combine to enable Journey Delivery.

Speakers
Kerry Bodine of Bodine & Co.

8:45 - 9:15 AM

Keynote Room

VoC & Customer-Driven Design

DX Case Study

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem. More information is coming soon!

Speakers
TBA

9:15 - 9:30 AM

Keynote Room

Digital Operations & Platforms

9:30 - 10:30 AM

Refreshments, Networking & DX Theaters

9:30 - 10:30 AM

10:30 - 11:30 AM

Innovation Spotlights

See the latest and greatest in digital customer experience technology and platforms. Engage in small groups with innovative technologies as they’re applied to real organizations.

Speakers

10:30 - 11:30 AM

Innovation Garden

Digital Operations & Platforms

11:45 AM - 12:30 PM

Web vs. Native: Choosing the Right Approach for Your Digital Journey

Mobile web and native application technologies have evolved tremendously in recent years. In this session, understand which approaches are right for your digital transformation efforts. Discover the tradeoffs for each technology, and discuss best practices on which architectures fit the needs for projects in your organization.

Speakers
Sean Ginevan of Google

11:45 AM - 12:30 PM

Shedd A&B

Digital Operations & Platforms

Live Tour: Getting Serious with your Digital Experience

In the digital world, more value is added to agile, lean and human-centered designs. So why do we take the opposite approach with the change management of corporate culture or digital transformation? In this session, discover how World Vision International started a grassroots revolution of customer-first digital teams with just 3 days and $50. See Inside the disruptive process to rapidly add value and drive change that puts customers at the epicenter of meaningful digital shifts.

Speakers
Katrina Taylor of World Vision International

11:45 AM - 12:30 PM

Water Tower A&B

Transformation & Leadership

Take Your DX Stack to a CX Stack

Many large enterprises have spent the last five years modernizing their DX environments, solving difficult technical problems, moving with vendors to the cloud and building in-house expertise to master complex technology platforms. In this session, learn how enterprises are moving key services lower in their stacks, to isolate architectural concerns and share capabilities for omnichannel engagement strategies. Get insights on where and how to shift priorities, suppliers and spend going forward. Come away with a reference model you can share with internal teams to drive future strategies.

Speakers
Tony Byrne of Real Story Group

11:45 AM - 12:30 PM

Water Tower A

Digital Operations & Platforms

Case Study: Nutrasol's Customer Data Platform (CDP) Procurement, Implementation and Activation

Customer Data Platforms (CDPs) have emerged as a proposed solution to a long-existing challenge: wrangling customer data into a persistent, universal profile and making the data available for analysis and action.

Unfortunately, the interest in the market has led to confusion as vendors from different backgrounds, with different capabilities try to wrap themselves in the moniker, while simultaneously trying to define it on their terms. Thus, there is a strong need to clarify what a CDP is and isn’t, how a CDP can deliver value, and whether marketers should or shouldn’t work with a CDP. Michael Harrison (Managing Partner) from Winterberry Group and Rose Hamilton (Chief Digital Officer) from Nutrafol will discuss their experience identifying, selecting and activating a CDP.

Speakers

11:45 AM - 12:30 PM

Water Tower B

Customer Data & Analytics

12:30 - 1:45 PM

Birds of a Feather Lunch featuring the DX Theater

12:30 - 1:45 PM

1:45 - 2:30 PM

Driving Your CDP: Orchestration and Activation Overview

Most of us by now are all familiar with the core concept of a CDP:  “…creates a persistent, unified customer database that is accessible to other systems.*” Most all market-leading CDPs offer marketing activation and campaign orchestration features, on top of this core concept, in varying degrees of focus and complexity.
In this session, we will dive into the orchestration and activation layer, covering use-case planning, audience segmentation, and case study examples on how CDPs have achieved specific marketing business outcomes.

Speakers
Zach Van Doren of CMO Labs

1:45 - 2:30 PM

Shedd A

Customer Data & Analytics

2:30 - 3:30 PM

Refreshments, Networking & DX Theaters

2:30 - 3:30 PM

3:30 - 4:45 PM

DX Talks

Our take on TED Talks, these rapid-fire practitioner-led narratives are delivered from the main stage in 15-minutes or less.

Speakers

3:30 - 4:00 PM

DX Case Study

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem. More information is coming soon!

Speakers
TBA

4:00 - 4:15 PM

Keynote Room

Digital Operations & Platforms

Keynote: The Seven Habits of Highly Forgettable People

Being memorable is critical in business because customers make decisions in your favor based on what they remember, not on what they forget. Unfortunately, in business contexts, people are more forgettable than they are memorable. Using EEG (electroencephalogram) technology, we can detect what happens in the brain when it’s exposed to a business presentation, and during studies we conduct monthly with corporate teams, we observe that people retain less than 1% of business content after 48 hours. In this keynote, learn what it takes to keep your audiences’ brains engaged and likely to recall.

Speakers
Carmen Simon of Memzy

4:15 - 4:45 PM

Shedd A&B

Transformation & Leadership

5:00 - 6:30 PM

Taste of Chicago Networking Reception

5:00 - 6:30 PM
Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Customer Insights Bootcamp


CDP Bootcamp


Early Bird!

Save $100 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 to 8:30

Networking Breakfast

7:30 to 8:30

8:30 to 9:30

Keynote: Focusing on Customer Behavior Is The Key To Simplifying Their Journey

Being data driven in your decision making is a good idea. But what data should you be using? If you’re only looking at top line metrics, like revenue, you’ll miss why your customers are struggling through their journey on your digital platforms. Diving into visitor behavior is critical to really understand how you can provide a better experience for your users. Join Vab Dwivedi, Director of Design Analytics at Dell, to learn how an industry leader is driving change through smarter, customer-centric decision-making. You’ll hear about Dell’s approach to better understanding how users are navigating digital properties, engaging with products, and interacting with the brand.

Speakers
Vab Dwivedi of Dell

8:45 to 9:15

Keynote Room

Customer Data & Analytics

DX Case Study

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem. More information is coming soon!

Speakers
TBA

9:15 to 9:30

Keynote Room

Digital Operations & Platforms

9:30 to 10:30

Refreshments, Networking & DX Theaters

9:30 to 10:30

10:30 to 11:30

Innovation Spotlights

See the latest and greatest in digital customer experience technology and platforms. Engage in small groups with innovative technologies as they’re applied to real organizations.

Speakers

10:30 to 11:30

Innovation Garden

Digital Operations & Platforms

11:45 to 12:30

Panel Discussion: How to Select DX Technology Using an Agile Approach

Join a panel of three enterprise digital leaders and see inside lessons learned from selecting DX technology using an agile approach. Find out what worked, what didn’t and what they would do differently.

Speakers
Tony Byrne of Real Story Group Siobhan Fagan of Simpler Media / CMSWire

11:45 to 12:30

Keynote Room

12:30 to 13:45

Birds of a Feather Lunch featuring the DX Theater

12:30 to 13:45

13:45 to 16:00

DX Case Study

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem. More information is coming soon!

Speakers
TBA

14:30 to 14:45

Keynote Room

Digital Operations & Platforms

Afternoon Keynote

How do real organizations create meaningful digital customer experiences? The DXS19 keynotes share inspiration, case studies and how customer-centricity works in real life.

Speakers
TBA

14:45 to 15:30

Keynote Room

AI, Machine Learning & Automation

DX Summit Farewell

Join the DX Summit team in final words and get more information and details on DX Summit 2020.

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

15:30 to 15:45

Keynote Room

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