Total User Experience

(1)

Total

March 10-11

th

, 2014

2014

|

San Francisco, CA

User Experience

User Experience Design

Aligning UX, CX and Product Management

Scenario-Driven Design

Multi-Channel and Touchpoint Identification

Journey & Value-Chain Mapping

Collaborative Experience Design

Persona Development & Utilization

Voice of Customer

Innovation

| Networking |

Professional Development

(2)

Agenda At-A-Glance

Monday, March 10

th 8:00 am Registration and Breakfast

8:30 am

Opening Address:

A Day in the Life of Your Customer

Knowing customer behaviors and motivations to win and keep business

9:45 am

UX Keynote:

Collaborative Experience Design

An organizational collaboration approach to designing experiences that delight users

CX Keynote:

Customer Experience Journey

A multi-industry look into managing the customer experience

11:00 am

UX Keynote:

Connected UX

Integrated framework to manage the full UX process from research, to data management, to strategy

CX Keynote:

Customer Insights for Innovation

Leveraging customer & user challenges and opportunities to drive innovation

12:00 pm Lunch

Total User Experience Experience Design Total Customer Experience

1:00 pm

Getting More Users Across the Finish Line

Framework and best practices to maximize completion rates

Voice of Customer Excellence

Create deep insights through information optimization and utilization

Integrated Customer Experience

System for ensuring a uniform customer experience across all touchpoints

2:15 pm

Designing for Touch

Optimizing user experience on mobile and touch platforms

Cross Channel Experience Design

Craft a uniform experience across sales channels and touchpoints

Customer Value Chain Mapping

Pinpoint engagement opportunities that enhance customer value

3:30 pm

Agile UX Transformation

Address the gaps between the agile development model and user experience design

Product Optimization through “Test and Learn”

A fact-based approach to optimizing product features through real-world testing

Maximizing your Return on Customer Experience

Influencing the behaviors of customers and users to achieve the desired returns

4:30 pm

Networking Reception

Tuesday, March 11

th

8:00 am Registration and Breakfast 8:30 am

Opening Address:

Driving An Experience-Based Culture

Reinforce products & brands with an organizational strategy focused on the experience

9:45 am

UX Keynote:

The Lean UXer

Understanding the evolving hybrid roles in user experience and the importance of content strategy

CX Keynote:

Customer Experience Journey Mapping

Develop useful diagrams that map step-by-step customer touch points

Total User Experience Experience Design Total Customer Experience

11:00 am

Persona Development & Utilization

Create customer personas & product scenarios to tell a product story that produces a unified vision

Influencing Behavior through Design

Design product features that influence end-user behavior

Multi-Channel Customer Loyalty

Thinking creatively to delight customers and build long-term advocacy

12:00 pm Lunch

1:00 pm

Designing the Way Forward

Integrating user experience and design with Agile development

Craft a uniform experience across sales channels and touchpoints

Feedback Optimization

Streamline customer feedback data, forms, survey’s & more for optimal customer insights

2:15 pm

Day 2 Closing Keynote:

Designing Great Products

Aligning desired experiences with products and services that deliver 3:15 pm Adjourn

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Total

Presenters

2014

User Experience

Confirmed Presenters for

2014

include:

Roy Barnes, Customer Experience Expert at Blue Space Consulting,

Former SVP Marriott Vacation Club

Glenn C. Wintrich Jr., Innovation Leader, Chief Innovation Office at Dell

Tabitha Dunn, Managing Director, Customer Insights at Citrix

Reginald Chatman, Director, Customer Advocacy/Experience at SanDisk

Michael Kanazawa, Partner/Principal, Strategy at Ernst & Young

David Sward, Senior Director User Experience at Cisco

Sacha Adam, Senior Product Manager – TurboTax at Intuit

Dennis Reno, Vice President, Customer Success at New Relic

Jim Nieters, Global Head, User Experience at HP Consumer Travel

Michael McKay, UX Director at eBay, Inc

Anshuman Taneja, Director of Product Management at Walgreens

Brian Border, Director, CRM Marketing, Shutterfly

Ken Krin, Director of Product Development at Sears

Micah Alpern, Sr. Product Design Manager at LinkedIn

Lowell Goss , Global Head of UX & Design at Telenav

Ken Kring, Director of Product Development at Sears

Kumar Kandaswamy, Platform Strategist at Chegg, Inc.

John Boykin, User Experience & Design, Consultant

Erin Liman, Founder, Innovation Accelerator

at Innovation is Social, LLC

Kelly Braun, Sr. Director, User Insights & Analytics

at Walmart eCommerce

Latha Swamy, Transformation Coach & Agile Practices Leader

at GE Global Research CoE

Malini Bakshi Leveque UX Architect at Hewlett Packard

Converged Systems

…and more, contact Jason Evans at [email protected] or

510-984-2949 for most up to date presenting roster.

(4)

Total User Experience

2014

Business Forecasting 2011

is a two-day, three-track,

learning, networking summit focused on business

planning by way of superior prediction capabilities.

This comprehensive program explores a breadth of

organizational forecasting challenges in the areas of

finance, market, economic, supply, demand and

sales elements. Attendees are given an unrivaled

opportunity to learn from case studies, hands-on

workshops, and technology round tables, presented

by some of the most innovative practitioners,

thought leaders and methodologists working in

forecasting today.

Business Forecasting 2011

is comprised of three

unique tracks;

Financial Forecasting, Competitive

Intelligence

and

Demand Planning & Forecasting

.

Additionally, there is a fourth track included, which

focuses on building capabilities in statistical

forecasting and leveraging forecasting tools.

Attendees from a wide range of industry and

functional backgrounds make it a goal to attend

Business Forecasting 2011

. This broad makeup

provides exceptional

Networking Opportunities

to

enhance attendees’ experience at the event, as

well as build lasting relationships for continued

learning well into the future.

The attendee profile at Total Customer Experience 2014 represents a breadth of titles & backgrounds, who rely on using data, insights and technology to understand and communicate with their customers.

Sessions are geared to those at a director or manager level.

Who Should Attend?

User Experience Professionals

Customer Experience and Intelligence Executives Webmasters

Web & Product Development Professionals Information Architects

Product Managers

CRM Managers, Directors, VPs & Analysts Chief Marketing Officers

Chief Sales & Business Development Officers Customer Service and Support Professionals Customer Solutions and Technology Heads Customer Loyalty and Operations Officers Marketing Managers, VPs, Directors & Analysts Relationship Managers, VPs, Directors & Analysts Communication Managers, VPs, Directors & Analysts Sales and Business Development Managers, VPs, Directors & Analysts

PR & Community Outreach Professionals CIOs, IT Systems and Data Managers Business Analysts, Project/Program Managers Research Analysts and Managers

Quality Analysts and Managers Strategic Planners

CEOs & Corporate Strategy Executives Anyone with responsibilities for external customer/client management.

To view previous summits attendee lists please contact Jason Evans at

[email protected] or 510-984-2949

Creating optimal user experiences promotes loyalty and

builds brand value. The challenge for today’s designers,

developers and product managers is providing the right

experiences through the right channels at the right time.

Solving these challenges begins with the user - the

customer – and what we understand about their wants

and needs.

Total User Experience 2014 is a two-day, three-track,

learning, networking summit focused on user experience,

design, brand, agile development, feature prioritization

and research

At Total User Experience 2014, attendees are given an

unrivaled opportunity to learn from keynotes, case

studies, strategy, best-practice and interactive sessions,

presented by some of the most innovative practitioners,

thought leaders and methodologists working in customer

experience today. This integrated program provides the

most comprehensive user experience curriculum on the

market today. This is a vendor/software-neutral event,

instead focusing on innovative case-studies, practical

take-aways and proven best-practice strategies.

Attendees from a wide range of industry and functional

backgrounds make it a goal to attend Total User

Experience 2014. This broad makeup provides

exceptional Networking Opportunities to enhance

attendees’ experience at the event, as well as build

lasting relationships for continued learning well into the

future.

(5)

8:30am - Opening Address

A Day in the Life of Your Customer

Knowing customer behaviors and motivations to win and keep business



Customer lifecycle mapping to visualize value-adding opportunities



Utilize a methodology that focuses on relevancy, consistency, frequency, value,

recognition and interactivity to win and keep business



Focus on emerging media is the customer engagement game changer



Develop an engagement strategy using multiple channels and touch points



Utilize a new capability model to optimize marketing spend

Day One – Monday, March 10

th

Opening Address & Keynotes

Choose from 2 Keynotes:

Total User Experience Keynote

Total Customer Experience Keynote

9:45am

UX Keynote:

Collaborative Experience Design

An organizational collaboration approach to designing

experiences that delight use

 Bring CX, UX and product managers into a collaborative and cross-functional, high-performance organization

 Create a customer-centered experience that leverages design, product and technology excellence

 Leverage the value found in voice-of-customer and test and learn methodologies

 Migrate to an Agile work environment that thrives on group creativity and remaining nimble to make rapid changes based on customer feedback and needs

 Develop a lean process from design to enterprise rollout

9:45am

CX Keynote:

Customer Experience Journey

A multi-industry look into managing the customer

experience and the simple strategies that are vital to

success

 Lessons learned through a customer experience executives’ s eye’s at Pacific Bell, Continental Airlines, Microsoft, Plumtree & Oracle

 Empowering employees to be customer focused

 Value of walking in the customer’s shoes

 “Owning” the customer and allowing your team to do the same

11:00am

UX Keynote:

Connected UX

Integrated framework to manage the full UX process from

research, to data management, to strategy

 Mapping out UX timeline and redundancies

 Using data to drive the UX process



Streamline UX data acquisition, cleansing and

management

 Utilizing both small and large scale A/B and multivariate testing

 Encourage test and learn evangelism throughout the

 product organization

11:00am

CX Keynote:

Customer Insights for Innovation

Leveraging customer & user challenges and opportunities

to drive innovation

 Defining innovation and dispelling the myths and types of innovation

 Creating a culture of innovation to change organizational thinking

 Creating a competitive advantage through business model innovation

Product innovation and opportunity discovery techniques through user insights and feedback – the design thinking approach

(6)

Experience Design

1:00pm

Voice of Customer Excellence

Create deep insights through information optimization and utilization

 Effective methodology used to capture Voice of Customer

 Using customer analytics to promote customer-driven innovation

 Product lifecycle analysis and linking VoC to product lifecycle stages

 Develop a growth strategy based on VoC that is rooted in lifecycle analysis

2:15pm

Craft a uniform experience across sales channels and touchpoints

 Design an integrated approaching to managing cross channel experience design

 Ensure a user experience that is consistent with brand objectives and strategic product vision

 Manage the user experience at all touch points across all channels

 Incorporate experience mapping to influence cross channel experiences

 Transform product design into experience design for improved user experience

3:30pm

Product Optimization through “Test

and Learn

”

A fact-based approach to optimizing product features through real-world testing

 Bring product features to market more successfully through better understanding of what features work

 Small-scale user testing methodology

 Large scale A/B testing tools and multivariate testing

 Encourage test and learn evangelism throughout the product organization

 Hands on examples of how test and learn works in different product environments

Choose from 3 tracks:

Total User Experience

1:00pm

Getting More Users Across the Finish Line

Framework and best practices to maximize completion rates

 Increase your website’s or mobile app’s success by increasing your users’ success at completing critical processes

 Applies to any user process, such as completing a purchase, applying for insurance, placing a bid, posting a contribution, etc.

 Topics include accounts, terminology, format requirements, QA, error handling, and barriers to progress

2:15pm

Designing for Touch

Optimizing user experience on mobile and touch platforms

 Addressing touch interface limitations and expectations

 Ensure a uniform and cohesive

experience for users to ensure continuity

 Map the entire digital landscape of user touchpoints to identify touch specific experience opportunities

 Mobile usability testing strategies

 Overcoming input and cross-platform design challenges

3:30pm

Agile UX Transformation

Address the gaps between the agile development model and user experience design

 Use agile design principles for an iterative design process

 Use test and learn practices and apply the learning immediately to the development process

 Use prototyping, workshops and sketching to move the design process forward

 Create a multi-disciplinary, cross-functional approach to user experience design to optimize resources and efficiency

Day One – Monday, March 10

th

Breakout Sessions

Total Customer Experience

1:00pm

Integrated Customer Management

System for ensuring a uniform customer experience across all touchpoints

 Create and use a multi-channel and cross channel engagement strategy that maximizes touchpoints

 Utilize both activity-based and value-based marketing to measure both quantitative and qualitative results of engagement

 Ensure consistency and uniformity of the voice speaking to customer across different engagement touchpoints

 Leverage customer data and analytics to know their DNA as they experience various channels and user platforms

2:15pm

Customer Value Chain Mapping

Pinpoint engagement opportunities that enhance customer value

 Break down each step or deliverable that adds value to your customers

 Grow the overall value proposition by exploiting the most valuable attributes of your product or service

 Gain insight into value-to-customer to enhance product innovation

 Enhance customer segmentation capabilities through better understanding of customer interests

3:30pm

Maximizing your Return on Customer Experience

Influencing the behaviors of users and customers to achieve the desired returns

 Linking the CX to monetization and ROI

 Integrating decision tree mapping into the planning process

 Assigning and understanding weighted value touch-points

 Optimizing the CX for value-added transactions

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Day Two – Tuesday, March 11

th

Opening Address & Keynotes

8:30am - Opening Address

Driving An Experience-Based Culture

Reinforce products & brands with an organizational strategy focused on the experience



Instilling an experience based focus throughout all departments to transform

organization culture and strategy



Developing a roadmap for transforming people, process and technology elements of

your customer management infrastructure



Create a personalized approach to customer engagement through deeper customer

understanding



Gain a more comprehensive understanding of customer wants and needs for

enhanced strategic and tactical planning capabilities

Choose from 2 Keynotes:

Total User Experience Keynote

Total Customer Experience Keynote

9:45am

UX Keynote:

The Lean UXer

Understanding the evolving hybrid roles in user

experience and the importance of content strategy

 Develop an iterative approach to content strategy that aligns with brand, strategy and user experience

 Content strategy fundamentals and how to explain them to all stakeholders

 Ensure consistent messaging through a uniform content governance framework

 Prioritize how content will be used to enhance user experience to evaluate whether content is applicable to product goals

9:45am

CX Keynote:

Customer Experience Journey Mapping

Develop useful diagrams that map step-by-step

customer touch points

 Understanding the components of an “ideal” customer journey and transition from conversion funnel

 Streamline the customer experience by simplifying the purchase process

 Analyze the barriers, motivations, actions and possible questions to find duplication and missing links

 Optimize and support the customer’s “out-of-box” experience

Breakout sessions

Choose from 3 tracks:

Total User Experience

11:00am

Persona Development & Utilization

Create customer personas and product scenarios to tell a product story that produces unified vision

 Bridge the gap between customers and research and development

 Develop customer and user personas to create scenarios on how product features will be received

 Find common characteristics in customer and users through persona and storyboarding scenario analysis

 Taking personas to the next level to revamp not only products but UX and organizational culture and strategy

1:00pm

Designing the Way Forward

Integrating user experience and design with Agile development

 Explore a full UX team’s journey of building and planning for a common user experience and UI platform

 Lessons learned and in linking various user center design processes, flows and best practices

 Understanding where and how to use Agile development in a UX plan

 Creating a UX vision and pragmatic practice to achieve a common user experience across products

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Day Two – Tuesday, March 11

th

Breakout Sessions

Attendee Quotes:

"Obtained 3 action items to research/implement as a

result of his presentation”

"Excellent content"

“Seminars were very interesting to me and I have brought

back a lot of good information to use in my department

”



Ensuring “the experience” permeates and is the focus throughout the product

lifecycle road map



Innovate and re-invent using customer and user experience focus and insights



Three phase approach to defining and evaluating products and portfolios for optimal

resource allocation



Create product plans that deliver measureable business results that meet market

needs and align customer and user experience initiatives



Communicating the importance of the culture of experience in an organization

strategy from top to bottom

Total Customer Experience

11:00am

Multi-Channel Customer Loyalty

Thinking creatively to delight customers and build long-term advocacy

 Harness the power of user-generated content to increase brand value and develop competitive advantage

 The importance of customer voice and understanding the risks and rewards associated with customer evangelism

 Evaluate the costs and ROI associated with WOM and customer evangelism

 Methodology in how to effectively leverage customer evangelism to increase sales and build brand and reputation

1:00pm

Feedback Optimization

Streamline customer feedback data, forms, survey’s & more for optimal customer insights

 Overcoming common feedback and form design flaws

 Developing questions and form flow that results in insightful feedback

 Enhance return rates through creative methods, promotions and outlets

 Managing data and insights for multiple end-users

 Incorporating feedback in product & organizational strategy in real-time

2:15pm - Closing Address

Designing Great Products

Aligning desired experiences with products and services that deliver

www.Altamont-Group.com

| 510-984-2949

Experience Design

11:00am

Influencing Behavior through Design

Design product features that influence end-user behavior

 Leverage a methodological approach that ties influencing behavior through design

 Incorporate practices that push beyond just experiences and products to change behaviors

 Utilize design with intent strategies to positively influence behavior

 Create internal process that incentive systematic design strategies

1:00pm

Scenario-Driven Design

Create stories that visualize a new user experience through scenario analysis

 Explore design possibilities through creating multiple scenarios that visualize a user’s experience based on key design features

 Use scenario findings to develop requirements to optimize the development process

 Pull together stakeholders through scenario visualization to create a holistic design process

Develop effective scenarios and determine when to use them in the design

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Reservations:

650-347-1234

Mention the “Gateway Room Block” to the customer service agent to receive this exclusive reduced rate.

Online Reservations:

https://aws.passkey.com/g/20906337

Total User Experience

2014

Area – San Francisco International Airport

Located near San Francisco International Airport, our venue

provides excellent access to Bay Area transportation as well as all

the city has to offer. Altamont Group has on-the-ground

knowledge of the area’s best restaurants, hotels and shows to

maximize your experience outside the Summit.

Hotel and Accommodation Facilities

Our venue’s excellent location offers easy access to the entire

San Francisco Bay Area. We have scouted locations throughout

the region and find that the Hyatt San Francisco Airport offers

excellent accommodations, an unrivaled meeting environment and

tremendous value. Hyatt guests have access to a daily free

trolley service from Hyatt Regency to downtown Burlingame.

Travel

This event is best accessed by-way-of San Francisco International

Airport. A complimentary hotel shuttle leaves every 10-15

minutes from SFO Airport, directly to the Hyatt. Oakland

International Airport offers another convenient traveling option for

our non-local guests and can be accessed by BART trains or taxi

cabs.

Venue – Hyatt Regency

Hyatt Regency SFO

1333 Bayshore Highway

Burlingame, CA 94010

Altamont Group Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org.

Program Level: Basic Delivery Method: Group-Live Prerequisites: None Advanced Preparation: None

Earn CPEs CPE Credits: 13

Negotiated Room Rate

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R E G I S T R A

T I O N

Total User Experience 2014

March 10-11

th

| San Francisco, CA



_{Early Registration}

** Early registration is available until: December 31st , 2013

$ 1,599



_{Standard Registration}

_{$ 1,799}



_{Additional Attendee}

_{$ 1,299}



_{Three Attendee Rate}

_{$ 3,999}

For current discount and group rates, please contact Jason Evans at: [email protected] or 510-984-2949

Attendee Information

Attendee Name

Title Organization

Email Phone

Additional Attendee Name

Title Email

Additional Attendee Name

Title Email

Payment Information



Check/Purchase Order



Credit Card Name on Card

Card Number

Expiration Date CV2 (card verification number) Billing Address

City/State/Zip

Pay By Check:

Checks should be made payable to Altamont Group Inc. The mailing address for checks and tax forms is 2625 Alcatraz Avenue, #341, Berkeley, CA 94705

Cancellation/Rescheduling Policy:

All cancellations made four weeks or longer from the summit’s start date will be provided a full refund or credit

toward current or future Altamont Group programs. Any cancellations made within four weeks of the programs start date will be provided with credit toward current or future Altamont Group programs.

Registration Information

P:

510-984-2949

F:

510-380-7377

For questions regarding group discounts, accommodations or speaker information, contact Thomas Johnson

at:

[email protected]

All mailed registration, inquiries and payments to:

Altamont Group Inc. 2625 Alcatraz Avenue, #341

Berkeley, CA 94705