Agenda

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Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Next Week!

DX Summit starts on Monday!
Ready to join the world’s best digital customer experience event?

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:30

Workshop: B2B Personalization - Laying the Digital & Cultural Foundations

Personalization is an essential element to delivering AI and machine learning, which could completely transform customers’ digital experience. B2B personalization is different than B2C, but customer’s expectations of their experience are the same, they still expect to be delighted! Most companies are still struggling with identifying types customer groups, customer journeys, optimizing customer experiences and creating enough content to support it all. This workshop will help you identify areas which are most impactful to personalize, what this looks like for your customer and where to begin.

Speakers
Michelle Cullinan of Juniper

8:30 to 10:30

Adriatic / Aegean

Analytics, Personalization & Optimization

Workshop: Game Changers for Omni-Channel Intelligent Marketing and Commerce

Commerce and marketing are closely intertwined functions and processes with common business goals. They have two main initiatives: connecting and engaging with audiences to optimize the brand experience and to increase customer conversions. This workshop will give you hands-on experience, fresh strategies and proven methods to improving personalization and business intelligence in today’s competitive, digital economy. Learn to develop the right customer-centric strategy, build a business roadmap and strategy and execute your transformational journey. Personalize commerce with digital storefront navigation and an integrated services approach that can be leveraged as part of your marketing operational model.

Speakers
Hansen Lieu of SAP Ginny Heffernan of SAP Matt Gardner of SAP

8:30 to 10:30

Baltic / Bering

Platforms, Stacks & Operational Success

Workshop: Aspiration vs Reality - The Promise and Practice of AI for Personalization

Artificial Intelligence (AI) has the potential to completely revolutionize the ecommerce experience. However, most organizations are still struggling with harmonizing data standards, streamlining information flows and optimizing upstream processes to improve the customer experience with the tools they have today. AI can enable customer service and sales reps to be significantly more productive and improve the self-service experience; but areas of product on boarding, content optimization, marketing automation and process orchestration have to be improved in order to support this vision. This workshop will demystify AI and show how companies can re-think processes for the product and content lifecycle from initial onboarding to end user experience. Outline how to build the infrastructure to machine-intelligence-enable content to create product associations and personalized experiences not possible without AI.

Speakers
Dino Eliopulos of Earley Information Science

8:30 to 10:30

Caribbean/Caspian

Artificial Intelligence & Data Layers

Workshop: Digital Transformation from the Inside Out

Digital transformation initiatives have wide-reaching business impacts. As both a technology project and a business process improvement initiative, your digital transformation initiative will change your companies in ways that are difficult to predict. Before you start any project of this size and scope, you need to understand the impact to your business and the return on your investment. This interactive workshop will help you create a business case that is personalized to your needs, including tools, explanations and good conversation.

Speakers
Wendy Ellman of American Nurses Association

8:30 to 10:30

Pacific 1

Leadership, Teams & Transformation

Workshop: Why They Click - The Brain Science Behind Online Behavior

Your website visitors arrive on your site, look around, read a bit, navigate and often take an action of some kind while there. The mountain of data available from web analytics, behavioral analytics, IP detection and more provides businesses with useful information to make a brand’s digital experiences better. However, data is meaningless unless you go beyond the “what” to understand the “why.” What’s needed are insights into the human mind and mapping these to the customer journey. Take a deeper approach to data utilization that can yield remarkable insights into your audience and breakthrough ideas for strengthening your relationship with your customers.

Speakers
Tom Shapiro of Stratabeat

8:30 to 10:30

Pacific 2&3

Analytics, Personalization & Optimization

10:30 to 11:00

Morning Coffee & Networking Break

10:30 to 11:00

11:00 to 13:00

Workshop: Customer-Driven Design for a Perfect Day

What does the perfect day on a hospital visit look like? Or a bank visit? Or a mall visit? Help your customers by designing a perfect day in this hands-on, award-winning workshop. Learn the tools and strategies to co-create with customers, foster group genius among your CX teams and build a detailed product roadmap and high-fidelity mock-up of the perfect customer experience.

Speakers
Nick Allen of GE Healthcare

11:00 to 13:00

Adriatic / Aegean

VoC & Customer-Driven Design

Workshop: Make the Most of Customer Data Platforms

Marketers have more data available than ever but struggle to pull in together in a usable format. Customer Data Platforms promise to solve this problem by offering easy-to-deploy systems specializing in data unification and sharing. But can CDP really deliver on its promise? This workshop will equip you to understand the definition of a CDP, how CDPs differ from other systems, which features are shared by all CDPs and which are found in only some, the most important CDP use cases, how to select the right CDP, how to manage a successful deployment and where to look next for more information.

Speakers
David Raab of CDP Institute

11:00 to 13:00

Baltic/Bering

Platforms, Stacks & Operational Success

Workshop: Light a Fire Under Your Digital Transformation

Get inspired and hear how others are solving their digital transformation problems. Break into groups where you can discuss your organization’s pain points, business processes and digital solutions. Learn how to improve your digital experiences and hear about the challenges and solutions in other organizations. Gain insights into combining digital operations with digital experiences.

Speakers
Justin Anovick of Episerver

11:00 to 13:00

Caribbean/Caspian

Leadership, Teams & Transformation

Workshop: Disruptor or the Disrupted -- What Will Your Organization Be?

GE, RIM (Blackberry), Smith Corona and other large brand names have long been used as sound case studies for business schools. So how did these successful organizations not see and properly respond to digital disruptors? And will your organization respond differently when it’s time comes? This hands-on workshop explores governance as a solution to common enterprise challenges and opportunities in digital disruption (e.g., AR, chatbots, cryptocurrency, security breaches), strategic business shifts that requires digital to follow (e.g., rebranding, supply chain automation) and changes in legal/regulatory environments (e.g., GDPR, POPI).

Speakers
Kristina Podnar of Kristina Podnar Carolina Ramirez of UNICEF

11:00 to 13:00

Pacific 1

Leadership, Teams & Transformation

Workshop: Make An Impact With Data Storytelling & More Actionable Insights

There’s an alarming gap out there. Despite investment in data, analytics and people, firms are making fewer decisions with quantitative information than in 2016. That can’t continue. To remain competitive, the insights you deliver from data and analytics can’t just sit in dashboards or reports, they must drive actions that improve business results. In this interactive workshop, learn the 5-step playbook for data storytelling – and practice what you learn!

Speakers
Cinny Little of Forrester

11:00 to 13:00

Pacific 2&3

Analytics, Personalization & Optimization

13:00 to 14:00

Birds of a Feather Lunch

13:00 to 13:45

Lunch & Learn: The Ultimate CX Game Show

Focusing on customer experience is crucial for every business. No longer can the customer experience be an afterthought. To succeed, the customer experience has to be ingrained in the organizational culture. Delivering superior customer experience requires discipline and the orchestration of people, process and design. Test your knowledge of some CX best practices and key stats, and see if you’re a CX pro — and maybe win some prizes.

Speakers
Andy Hwang of Usabilla

13:00 to 13:45

Adriatic / Aegean

Platforms, Stacks & Operational Success

Lunch & Learn: A Platform for Innovation with KFC, Base22 and IBM

Base22 has been working with KFC for years developing an environment that is perfectly tailored to their organization. That platform is TeamKFC, a communication and integration platform that all KFC U.S. employees, franchisees and field and restaurant teams use daily to run restaurant operations. See a case study in world-class information architecture, usability and governance that that provides easier, faster access to the information people need to do their job since 2012. This platform, like the Colonel himself, has only gotten better with age.

Speakers
Ben Shoemate of Base22 Lauren Taylor of KFC

13:00 to 13:45

Baltic / Bering

Platforms, Stacks & Operational Success

Lunch & Learn: Key Components of DX Success -- Where Do You Measure Up?

Building the right digital experience platform is an integral part of delivering a successful customer experience. Doing so can help you to increase customer loyalty, drive revenue and boost customer lifetime value. Identify the key components of digital experience success and score your platform and strategy against best in class examples with actionable tips and best practices for getting to know your customer, gaining stakeholder alignment and buy in for your customer experience initiative, how to build the right technology platform and how to calculate your ROI.

Speakers
Scott Delea of Phase2

13:00 to 13:45

Caribbean / Caspian

Platforms, Stacks & Operational Success

14:00 to 16:00

Workshop: Solving for the VoC and VoB through Zero-Based Design

At T. Rowe Price’s Innovation Lab, the mission is to reimagine the investing experience through zero-based design (ZBD). Experience designers are the voice of the customer and also the voice of employees. It’s important to use design thinking and UX to discover a great solution that solves both sides of the problem while championing the VoC. This workshop will form VoC and VoB teams to work through the ZBD process to gather pain-points, vote, create a lot of solutions quickly, vote, converge ideas and then, yes, vote some more, on the favorite solutions. The workshop will end with each group presenting their innovative solution… but not until after a twist!

Speakers
Samantha Borowy of T. Rowe Price Innovation Lab

14:00 to 16:00

Adriatic / Aegean

VoC & Customer-Driven Design

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, CDPs, 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. Each participant will receive a copy of Tony Byrne’s book, “The Right Way to Select Technology”.

Speakers
Tony Byrne of Real Story Group

14:00 to 16:00

Baltic / Bering

Platforms, Stacks & Operational Success

Workshop: AI for Business Leaders - Core Concepts & Practical Applications

An increasing number of our personal and business interactions are impacted by artificial intelligence (AI). This recent revolution owes much to the ongoing rapid development and dissemination of a field of research called Deep Learning. Now is the right time to get a grasp of the core concepts and understand how these ideas and functionalities are changing our lives and impacting our businesses.

In this two-hour workshop, presented in partnership with the University of Chicago, you will gain an appreciation of the history and recent acceleration of AI in the industry, get a solid understanding of the core concepts and modern building blocks for AI-driven services. In small-group exercises, you will work with your peers to identify a few practical applications for AI in your workplace. Further, you will have a chance to explore some fun questions around AI such as “Is there a master algorithm?”, “Can AI build AI?” and “When will I be replaced by a robot?”

Speakers
Pramod K. Mudrakarta of University of Chicago Dino Eliopulos of Earley Information Science

14:00 to 16:00

Caribbean / Caspian

Artificial Intelligence & Data Layers

Workshop: Design a World-Class Digital Customer Experience Program

Explore how a customer-centric approach to digital experience can become your extrasensory perception into the experiences that matter most to your business — customer, employee, product and brand. Learn from leading brands that transformed their businesses through customer-centric digital experience design and management.

Speakers
Stephanie Labudde of Qualtrics

14:00 to 16:00

Pacific 1

Platforms, Stacks & Operational Success

Workshop: The Devil is in the Details - Beyond the Basic Customer Journey Map

Customer journey management is the discipline of understanding, planning, implementing and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the informed by data, driven by needs of the customer and created to provide continuous, holistic management of the customer’s journey. This workshop explores micromoments, personalization and how customer intelligence (data and feedback) are woven into mapping and managing the customer journey. Learn how to use customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mind-set from simple journey mapping can lead to maximizing the benefits of several of the core CX competencies – understanding, gaining insights, driving change and measuring the impact of the experience.

Speakers
Diane Magers of CXPA

14:00 to 16:00

Pacific 2&3

Analytics, Personalization & Optimization

17:00 to 18:30

DX Summit Welcome Reception

17:00 to 18:30
Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Next Week!

DX Summit starts on Monday!
Ready to join the world’s best digital customer experience event?

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

Welcome to DX Summit

Welcome to DX Summit! Understand the how, why and what’s next of this digital customer experience conference through exclusive data from CMSWire’s 2018 State of Digital Customer Experience report.

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

8:30 to 8:45

Keynote Room

Keynote: The Rise of the Assistance Economy

Customers are connected, mobile and in control of their journeys and experiences. Yet, companies are still chasing customer intent through traditional means. The good news is that because of digital, customer signals give away exactly how to better serve them in every moment throughout their journey. Furthermore, in an era of machine learning, companies can finally shift from trying to keep up with customer intent and instead, predict it. Get insights from new research with Google on how mobile and digital customers are evolving beyond the traditional customers. Discover the new customer journey and how to close the “experience gap” that exists between companies today and new customer expectations.

Speakers
Brian Solis of Altimeter @ Prophet

8:45 to 9:15

Keynote Room

Leadership, Teams & Transformation

Case Study: Two Stories of Digital Transformation

What does digital transformation actually look like? See how two organizations met their digital transformation goals. Focusing on both content and e-commerce, discover the challenges these companies faced and how they overcame them.

Speakers
Justin Anovick of Episerver

9:15 to 9:30

Keynote Room

Platforms, Stacks & Operational Success

9:45 to 10:45

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

9:45 to 10:45

Innovation Garden

Platforms, Stacks & Operational Success

10:45 to 11:00

Morning Coffee & Networking Break

10:45 to 11:00

11:00 to 12:00

The Future of Human/Digital Interaction

Whether dealing with large scale digital transformation, or integration of small changes into teams, assumptions about how people will act and respond to change are fundamentally flawed. Old models of top down training do not take into effect how human behavior plays out at scale. The answer to more successful transformation, whether it involves leadership training, team effectiveness or customer centricity is in harnessing human nature to build stronger connections and understanding. Learn the power of constructing human-centered change programs that drive people towards the mindsets and behaviors that build stronger teams and more customer centric experiences. These principles can be applied to any change project but especially to connect to customer and customer experience.

Speakers
Jason Korman of Gapingvoid

11:00 to 12:00

Adriatic / Aegean

Leadership, Teams & Transformation

Creating World-Class B2B Digital CX in the Legal Industry

Many organizations are undergoing a digital transformation, realigning their technology and implementing internal processes paired to more effectively deliver a personalized customer experience. They often struggle to scale marketing operations that expand the volume of content output to meet the need for personalization without slowing the pace of execution. Learn how the Thomson Reuters Digital Marketing COE leveraged migration to a new technology platform to redesign their customer experience around the most relevant customer journeys. Review how the project, Denali, required changes in internal culture and processes and what obstacles the teams faced during its execution. See how Thomson Reuters leverages digital channels to serve customers in Legal industry, and opened the way to digital sales as potential sources of new revenue.

Speakers
Alberto Viotto of Thomson Reuters

11:00 to 12:00

Baltic / Bering

Platforms, Stacks & Operational Success

5 Things Digital Experience Leaders Need to Know About UI/UX

You’re responsible for how your customers interact with your brand in digital channels, and you want your websites to give life to your end-to-end vision. In this session, you’ll learn about inclusive design principles, UI/UX design heuristics and omnichannel considerations from a digital leadership lens, amplifying your ability to both strategize and deliver thoughtful and engaging online experiences.

Speakers
Serafina Frongia of Wells Fargo

11:00 to 12:00

Caribbean / Caspian

VoC & Customer-Driven Design

Data-Driven Is Not Good Enough – Be Insights-Driven!

Insights-driven businesses are growing faster than you are by applying data and analytics in a transformational way, and they’re coming after your customers. Insights-driven is not just new words for big data; it’s a new way of working. Getting onto the road to that transformation — and staying on it — requires discipline. In this session, learn what you can be doing to make progress – with what you have right now. Overcome the two key blockers on progress – and get energized to act!

Speakers
Cinny Little of Forrester

11:00 to 12:00

Pacific 1

Analytics, Personalization & Optimization

Make An Impact With AI-Enabled Rich Content

Compelling customer experiences with AI-enabled content helps marketers stay organized and frees developers to innovate. Content is the backbone of customer engagement on any channel. Learn how marketers can leverage that content backbone to deliver continuous, innovative digital experiences to their customers via their channel of choice (web sites, landing pages, emails, chat bots, social posts, mobile apps); and how AI features like visual recognition and tagging of images make marketers more productive and developers more innovative.

Speakers
Brian Chaput of IBM

11:00 to 12:00

Pacific 2&3

Artificial Intelligence & Data Layers

12:00 to 13:00

Birds of a Feather Lunch

12:00 to 13:00

13:00 to 13:45

Building the Next Generation Digital Teams: Agile, High Performing and Hybrid?

A classic set of cultural, budgetary and priority conflicts have long existed between the marketing and IT departments. As the CMO has taken on more ownership of customer facing digital experiences, new forms of digital teams have emerged. This lively discussion will examine perspectives on how to design the modern digital experience team, including perspectives from The New York Times, National Bank of Canada, Comcast and Bank of America who are all undertaking significant digital and digital transformation initiatives.

Speakers
Pamela Della Motta of The New York Times Siobhan Fagan of Simpler Media / CMSWire Barbara Lehman of Comcast Holly O’Neill of Bank of America Nathalie Latourelle of National Bank of Canada

13:00 to 13:45

Keynote Room

Leadership, Teams & Transformation

14:00 to 15:00

No AI Without IA: Information Architecture as a Critical Enabler

Artificial intelligence (AI) is getting lots of attention but one key aspect is often overlooked, understated, or underestimated: the quality of “training” information and the structure of that information – the Information Architecture or “IA”. AI only works when it has the data it needs to spot trends, identify patterns and provide functionality – especially when it comes to chatbots and other so called “cognitive” technologies. While many recent high profile attempts at chatbots have failed, they are getting better and one day will be indispensable. Organizations need to do certain things to prepare for a future of bots and AI-driven processes. This session will outline what that looks like and how organizations can solve problems today while preparing themselves for a future where businesses will succeed or fail based on the power of their bots.

Speakers
Dino Eliopulos of Earley Information Science

14:00 to 15:00

Adriatic / Aegean

Artificial Intelligence & Data Layers

Demystifying the New Frontier of Voice Experiences

The rapid proliferation of voice and chat experiences, a la Alexa, Google Assistant and others, is forcing marketers and customer experience professionals to master a new kind of experience design, conversation UX, conversational content management and the next generation of analytics.

In this practical session we will use concrete examples and small group exercises to connect the dots from digital experience practices and tools to voice experience practices and tools, and get you started on strategic planning without undoing years of customer experience investments.

Speakers
Jason Fields of Voicify Nick Laidlaw of Voicify

14:00 to 15:00

Baltic/Bering

Artificial Intelligence & Data Layers

How to Succeed When 90% of Digital Transformations Fail

When 90 percent of digital transformations fail, budgets get cut and priorities continue to change, learn how falling in love with customers will fuel your team to become relentless customer champions in the midst of constant business challenges. Inspire your team to become the change they wish to see, as Nick shares his journey to Haiti, where he helped bring world-class technology and education to a small town with no electricity or Internet. See how GE has ignited a grassroots army of customer warriors, delivering numerous award-winning solutions: all co-designed with their customers in several self-funded customer design centers.

Speakers
Nick Allen of GE Healthcare

14:00 to 15:00

Caribbean / Caspian

VoC & Customer-Driven Design

Customer Data Platforms: A Critical Assessment

(CDPs) are all the rage, and for good reason: building homegrown customer data aggregation layers can prove hard and inflexible. CDPs can give marketers a much more adaptable environment to unify customer and prospect records, supporting more effective omnichannel engagement. Yet the platforms themselves are not simple, and you have nearly two dozen different options to choose among. Which one is right for your specific needs? Join a fast-paced, critical assessment of this technology and the major players. Find out whether CDP technology makes sense for you, and if so, how much you should expect to spend, where the pitfalls lie and how to select the platform that fits best for your needs.

Speakers
Tony Byrne of Real Story Group

14:00 to 15:00

Pacific 1

Platforms, Stacks & Operational Success

Case Study of an Association Digital Transformation

The American Nurses Association (ANA) is more than 100 years old. How do you move an old school association into the digital age? This case study will highlight the business side of ANA’s nearly two-year process of consolidating 5 different web sites, unifying 4 e-commerce platforms, building 3 navigation options, merging 2 backend databases and creating 1 shopping cart experience. Learn how ANA used different types of partnerships within the organization to move the initiative forward; and how front-end web changes led to changes in the way ANA does business on the back end.

Speakers
Wendy Ellman of American Nurses Association

14:00 to 15:00

Pacific 2&3

Leadership, Teams & Transformation

15:15 to 16:15

Shutterfly’s AI-Enabled Marketing Stack

See the vision, infrastructure, hiccups and automation of enabling Shutterfly’s first AI-driven marketing stack. Based on a corporate strategy of increasing the relevancy of marketing communication, Shutterfly began a 3-year project last year of improving the marketing it is delivering to its customers. This process kicked off with a move to saleforce.com for email and campaign management with an eye towards coordinated multi-channel messaging. Since then, the team has been hard at work developing predictive data models forming the basis of AI messaging and targeting. The assembly of these AI-driven communications requires critical components including a marketing asset management solution. Learn about the requirements for the MAM, how it will tie into the AI infrastructure and the publishing solution for deployment of highly relevant content.

Speakers
Mike Berry of Shutterfly

15:15 to 16:15

Adriatic / Aegean

Artificial Intelligence & Data Layers

Getting Past the Hype about Customer Data Platforms

Customer Data Platforms offer hope to customer experience managers struggling with disconnected data. But many are still unsure what CDPs are, what they can do and, just as important, what they won’t do. With the latest research on CDP industry growth and trends and case studies, you’ll leave this session with a clear understanding of CDP strengths and weaknesses, situations where CDP is the right solution, how CDP relates to the rest of your marketing stack, requirements for successful CDP deployments, ways to find the best CDP for your business and the truth behind common CDPs myths.

Speakers
David Raab of CDP Institute

15:15 to 16:15

Baltic / Bering

Platforms, Stacks & Operational Success

Transform VoC into Actionable Insights

In today’s digital age, companies collect feedback in virtually every possible method. However, identifying what data can create the highest return on investment (ROI) is difficult. Learn how to transform a data rich, insight poor culture to one that thrives on knowledge. Gather feedback from various customers without creating survey fatigue. Unite your company’s customer feedback with your design strategies and determine what strategic initiatives will have the highest return on investment (ROI).

Speakers
Katrina Schiedemeyer of Oshkosh Corporation

15:15 to 16:15

Caribbean / Caspian

VoC & Customer-Driven Design

The Holistic Modern DX "Build and Deliver" Strategy

The demand for web-app digital experiences for every use case or audience is bombarding IT work queues. However, the building block requirements for building enterprise Web-apps are pretty similar. At minimum, they require clean UI/UX design, authentications, connectivity to internal or external corporate directories, security, mobile supports, metrics, group-community engagement, flexibility, design and scale. No wonder CIOs and IT teams are endlessly falling behind. Learn a holistic platform strategy at an enterprise scale level. Modern technologies are opening new avenues, opportunities, capabilities and efficiency for DX development and delivery.

Speakers
Ellen Feaheny of AppFusions Todd Miller of AppFusions

15:15 to 16:15

Pacific 1

Platforms, Stacks & Operational Success

Case Study: The Human Factor of UNICEF's Digital Transformation

Technology is a key component to any digital transformation, but the people factor is essential. Learn about the digital governance programe that UNICEF established at the outset of their digital transformation project. What elements are key to manage and protect a global digital presence of hundreds of sites and social media channels? How do you ensure that governance is perceived as an enabler and not as an obstacle that limits creativity?

Hint: it is not only about the rules it is about tools, knowledge and tons of communication.

Speakers
Carolina Ramirez of UNICEF

15:15 to 16:15

Pacific 2&3

Leadership, Teams & Transformation

16:15 to 16:30

Afternoon Coffee & Networking Break

16:15 to 16:30

16:30 to 17:15

Case Study: Soccer.com Scores Big with Experiential Commerce

The game of experience-driven online commerce is just beginning. Learn how Soccer.com drives compelling, engaging experiences by understanding their audience, building compelling content and using customer feedback to drive excellence.

Speakers
Aaron Pickrell of Soccer.com

16:30 to 16:45

Keynote Room

Leadership, Teams & Transformation

Keynote: Developing a Customer-Obsessed Culture: How Insights Transformed Salesforce

Insights-driven businesses will take $1.2 Trillion in revenue a year by 2020. Why should you care? Because these insight driven businesses are coming after your customers and your top line. The secret to success is putting the power of customer insights to work. Jacob Ayoub will highlight the 7 decisions Salesforce made to transform into a customer obsessed culture. A culture that puts customers at the center of all strategic initiatives – from the next breakthrough innovation to the corporate narrative shared on the Dreamforce stage. A culture that acts on 98% of research studies.

Speakers
Jacob Ayoub of Salesforce

16:45 to 17:15

Keynote Room

VoC & Customer-Driven Design

17:30 to 19:30

Evening Reception

Join your fellow DX Summit attendees for cocktails and passed hors d’oeuvres. Sponsored by Usabilla

Speakers

17:15 to 19:00

Innovation Garden

Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Next Week!

DX Summit starts on Monday!
Ready to join the world’s best digital customer experience event?

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

New SMG/CMSWire Research: The State of Digital CX

Understand the how, why and what’s next of this digital customer experience conference through exclusive data from CMSWire’s 2018 State of Digital Customer Experience report.

Speakers
Rich Hein of Simpler Media / CMSWire

8:30 to 8:45

Keynote Room

Keynote: The Neuroscience of Engagement

Everyone in business aspires to engage others at some point, internally or externally. In fact, engagement is so widely addressed that it’s becoming a big word that often means very little. What does it really take for the brain to be engaged? An intriguing approach in understanding engagement is to view it from the angle of its absence. So what do we know about the psychology of boredom? Is it possible for the brain to be bored in the age of overstimulation? The answer is yes. Scientists used to believe that boredom was defined by the absence of stimulation. But new discoveries show that too much stimulation can have a similar effect. The good news is that the brain does not want to stay bored for too long. From an evolutionary point, humans cannot afford to stay bored. This keynote offers four evidence-based practical guidelines, which you can use immediately to create meaningful engagement for your internal and external audiences.

Speakers
Carmen Simon of Memzy

8:45 to 9:15

Keynote Room

Leadership, Teams & Transformation

Case Study: Be Everywhere You Need To Be, and Nowhere You Don't

Join us to hear how a leading 40+ year bicycle company designing and manufacturing bicycles of all types, from recreational mountain bikes to professional triathlon bikes, went through a digital transformation to improve customer experience and brand equity.  You will hear about the strategies and move they went through from exclusively selling their bikes through retail stores globally, to, like many other manufacturers, selling via online, digital and mobile. Get insights into how they underwent a digital re-platform in order to better engage with their customers, offering their customers more options in how they want to engage and buy from them. Don’t miss this session to hear about their journey and successes.

Speakers
Hansen Lieu of SAP

9:15 to 9:30

Keynote Room

Platforms, Stacks & Operational Success

9:45 to 10:45

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

9:45 to 10:45

Innovation Garden

Platforms, Stacks & Operational Success

10:45 to 11:00

Morning Coffee & Networking Break

10:45 to 11:00

11:00 to 12:00

A/b Testing Beyond CRO

A/b testing doesn’t have to be limited to current state optimizations of your eCommerce platform. As your program matures, earning a seat at the decision makers table for large scale IT and Marketing decisions is a very achievable goal. How you position your tests to be customer focused while answering key business and product goals can lead to big things for your program. In this session you will get to hear how Dell has leveraged its testing program into a critical part of the product development process over the last 12 years.

Speakers
Vab Dwivedi of Dell

11:00 to 12:00

Adriatic / Aegean

Analytics, Personalization & Optimization

Enhance Customer Experience Through an Agile Approach to Marketing Technology

As marketing professionals purchase more and more marketing technology to solve their many pain points, a disjointed customer experience could arise due to the siloed nature of these tools. An improved customer experience could be brought about by using the Agile approach in implementing marketing technology. Maximize your investments and ensure a consistent experience in your customers’ journey with cross-team collaboration and product management, as well as a tech stack audit. Learn how The New York Times is bridging the divide between the marketing and technology organizations.

Speakers
Pamela Della Motta of The New York Times Kristian Kristensen of The New York Times

11:00 to 12:00

Baltic / Bering

Leadership, Teams & Transformation

Building a UEx Strategy for In-Product Self-Help

Digitization has impacted every aspect of products and services. This elevates the importance of enabling a seamless user experience, through in-product user assistance tools to defining the mobile presence and everything else in between. This session walks you through building a UEx strategy for in-product navigation, self-help modules and the impact on rate of adoption and overall customer success.

Speakers
Eeshita Grover of Cisco

11:00 to 12:00

Caribbean / Caspian

Analytics, Personalization & Optimization

Conquer Your Content Management Challenges For Better Customer Engagement

Providing a great digital experience used to mean having a great website. But engaging today’s customers requires providing the right content, to the right audience, at the right time, through the right channels. The key to it all is content management. Learn how to overcome common content management challenges that prevent organizations from creating seamless and impactful digital experiences. Gain insight into customer journey content points, building a fool-proof content coordination strategy and flawless integration into existing systems.

Speakers
Brian Warrick of Magnolia Vitesh Radhakisson of Productive Edge

11:00 to 12:00

Pacific 1

Platforms, Stacks & Operational Success

How Digital Teams Lead Enterprise Digital Transformations

The conventional thinking is that innovative work in enterprises should to be siloed to thrive, yet successful digital transformations need to be company-wide. How can digital practices in one part of the company catalyze change across the organization? This case study looks at how innovative practices in the Canadian Broadcasting Corporation’s Digital Products team have helped drive the organization’s shift to being a digital public media company. You’ll learn how introducing a different type of customer focus and emphasizing a positive cultural change created possibilities for change across the CBC. The CBC is Canada’s most popular digital media brand. An average of 16+ million Canadians per month visited CBC digital properties in 2017, more than any other Canadian media brand. 

Speakers
Lauris Apse of CBC

11:00 to 12:00

Pacific 2&3

Leadership, Teams & Transformation

12:00 to 13:00

Birds of a Feather Lunch

12:00 to 13:00

13:00 to 14:00

Drive Change and Digital Adoption with Your Customer Base

Change isn’t easy. How do you refine an approach for your organization to meet changing business needs, drive agility, and increase customer adoption? Learn the five key pillars to success: Digital Enablement, Technology Advancement, Organizational Agility, Adoption and Digital Shift. This session will help you gain insight on how to continue to evolve your organization and potential challenges along this journey.

Speakers
Barbara Lehman of Comcast

13:00 to 14:00

Adriatic / Aegean

Leadership, Teams & Transformation

Using A Data Driven Approach to Plan Customer Experiences

TruStage, the direct-to-consumer brand of CUNA Mutual Group, recognized an opportunity to expand its reach to help even more consumers take control of building financial stability and protecting what matters most. That required TruStage to focus on expanding its media mix to reach a younger audience through a diversified and personalized data and connections strategy, creating experiences leading to conversion, retention, and engagement. Learn how TruStage created an enriched behavioral analysis of their prioritized segments and used this to inform the planning of experiences, cross channel journeys and messaging.

Speakers
Joel Ring of Digitas Anthony Acerra of Digitas Margo Broeren of CUNA Mutual Group Jay Nadboralski of CUNA Mutual Group

13:00 to 14:00

Baltic / Bering

Analytics, Personalization & Optimization

Avery's Digital Transformation - New Products, New Technology

Avery is transforming itself into a digitally focused consumer experience company. Faced with distribution channel upheaval, rising pure-play competitors and Amazon Basics launching labels, Avery set out to re-invent its digital experience as a source of competitive advantage. Follow along as Avery defines a new consumer experience vision that it uses to drive technology selections, new product category launches and personalization.

Speakers
David Maxson of Avery

13:00 to 14:00

Caribbean / Caspian

Leadership, Teams & Transformation

Home Cook or Iron Chef: Recipes for Building Your Marketing Tech Stack

When evaluating the technologies required to produce great digital experiences, organizations have to decide if they want to buy a suite of tools in a box (a la the home chef) or build a tech stack that’s comprised of the best quality ingredients, like an iron chef. The meal-in-a-box might seem simpler, but the iron chef is going to deliver a much better customer experience. Sometimes the choice is dictated by the ingredients on hand or by the maturity of the team, as even the best iron chef has line cooks and specialists making sure the customer experience is top notch. Learn how Tableau approached this dilemma in a super fast moving environment in order to operationalize customer experiences.

Speakers
James McDermott of Lytics Jason Widup of Tableau Software

13:00 to 14:00

Pacific 1

Platforms, Stacks & Operational Success

Keys to Being a “Digital First” Organization

Today, you have a lot of digital assets that are built on legacy processes and technology. But how do you enable your customers with new ways to interact with your business without having to change or upgrade your legacy systems? It’s time to enable a digital experience platform that aligns strategies, teams, processes and technology with the customer at the center of it all. See what steps you can take to become a digital first business so you can provide a fantastic experience that consumers have come to expect.

Speakers
Antoine Hemon-Laurens of Quadient

13:00 to 14:00

Pacific 2&3

Platforms, Stacks & Operational Success

14:00 to 14:15

Afternoon Coffee & Networking Break

14:00 to 14:15

14:15 to 15:00

Case Study: Scaling Customer Data -- How Leading CPG Brands Serve Millions of Individual Consumers

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem.

Speakers
James McDermott of Lytics

14:15 to 14:30

Keynote Room

Platforms, Stacks & Operational Success

CXO Perspective: Inside the AMA's Prescription for 3x Growth

Get the CXO’s inside perspective on the American Medical Association’s (AMA) digital reboot. Todd Unger has been driving digital transformations for 20 years. Now, as the AMA’s Chief Experience Officer he’s undertaking a fundamental rethink of the AMA’s customer experience and digital transformation strategy.

In this keynote presentation Todd will provide an inside look at the AMA’s digital makeover, starting with a pivotal data-driven paradigm shift that unleashed an array of customer experience insights, a new plan to “market the experience” to current and prospective members and an impressive 3x growth trajectory.

Speakers
Todd Unger of American Medical Association

14:30 to 15:00

Keynote Room

Leadership, Teams & Transformation

DX Summit Farewell

Join the DX Summit team in final words and get more information and details on DX Summit 2019.

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

15:00 to 15:15

Keynote Room

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