Engagement & Experience Expo 2015 PLATINUM SPONSOR 2015 AGENDA

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2015

|

AGENDA

Engagement & Experience Expo 2015 PLATINUM SPONSOR

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Customer Experience and Customer Engagement have become complex and multi-layered

disciplines, posing a multitude of challenges and opportunities that impact every part of an

organization. At Engagement & Experience Expo, you’ll learn the critical approach that other

marketers are using to not only engage customers, but to also retain them as brand advocates.

agenda overview

Engagement & Experience Expo 2015 SPONSORS

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venue |

map

Lincoln Ballroom

Engagement & Experience Expo 2015_EXHIBITORS

cogensia

_A

CAC|GROUPCompany

EXHIBIT HALL

LINCOLN EAST - 1, 2, & 3

ADAMS

ELEVATOR SERVICE AREA ESCALATOR & STAIRS

LINCOLN WEST - 6, 7, & 8

GENERAL SESSIONS TO GARAGE

JACKSON

WASHINGTON

SESSIO NS SESSIO NS

LINCOLN BALLROOM

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7:30

am

– 6:00

pm

REGISTRATION OPEN

7:30

am

– 8:30

am

BREAKFAST

in Foyer

8:30

am

– 9:30

am

BREAKOUT SESSION

Inside CX – Giving Structure and Heart to your CX Program for Optimal Outcomes

with Diane Magers, Customer Experience Executive | AT&T

8:30

am

– 9:30

am

WORKSHOP SESSION

Integrating Customer Experience and Loyalty: Best Practices in Design, Delivery and Measurement

with Meg Culp, Executive Vice President, Strategy | rDialogue and Phil Rubin, CEO | rDialogue

9:40

am

– 9:50

am

OPENING REMARKS

with Mark Johnson, CEO | Loyalty360

9:50

am

– 10:35

am

GENERAL SESSION

Delivering High Performance, Personalized Brand Experiences to Customers

with Artemio Garza, Chief Marketing Officer | Meineke and Brad Marg, COO | Clutch

10:35

am

– 11:20

am

GENERAL SESSION

General Session Featuring Gold’s Gym - Check Back for Details

with William Flloyd, Chief Information Officer | Gold’s Gym

11:20

am

– 12:20

pm

GENERAL SESSION

It’s a CX Tug of War and The Customer is Winning. Now What?

with Christie Nelson, Chief Marketing Officer | USA Futsal, Frank Hamlin, CMO | Gamestop and Dave Sims, Vice President of Loyalty Marketing | La Quinta Inns & Suites

12:30

pm

– 1:30

pm

LUNCH

in Exhibit Hall

Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Lincoln East 1, 2, 3

agenda overview

monday |

11.9.15

Lincoln East 1, 2, 3

Jackson / Adams

SUNDAY REGISTRATION AVAILABLE!!!

Beat the lines and register on Sunday - the registration booth will be open from 4:00pm - 6:00pm Sunday.

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Jackson / Adams

monday |

11.9.15

agenda overview

1:30

pm

– 2:15

pm

BREAKOUT SESSIONS

How Domino’s Uses Digital To Take a Big Slice Out of the U.S. Pizza Industry

with Dennis Maloney, Chief Digital Officer | Domino’s Pizza and Logan Flatt, SVP, Strategic Planning | Ansira

The Lens of CX – An Optical Perspective on Building Communities and Customer Experience from the Ground Floor

with Diana Helfinstine, VP of Customer Experience | Essilor and Al Perkinson, VP of Marketing | Costa Sunglasses

2:25

pm

– 3:10

pm

BREAKOUT SESSIONS

Tots & Tires - How Innovation is Driving the Next Best Experience in Customer Engagement

with Jennifer Wainwright, Director of Digital & CRM | Bridgestone, Jenn McMillen, Chief Accelerant | Incendio and Jim Sturm, CEO & President | Brierley+Partners

Getting Your Brand in The Game - Taking a Grassroots Approach to Build Brand Awareness

with Christie Nelson, Chief Marketing Officer | USA Futsal

3:10

pm

– 3:40

pm

BREAK

in Exhibit Hall

3:40

pm

– 4:10

pm

SHOWCASE SESSIONS

The Power of Preference

with Brian Hood, Director of Digital Marketing | Intuit and Eric Holtzclaw, Chief Strategist | PossibleNOW

Customer Experience vs. Customer Engagement: How to Crack the Code

with Luc Garneau, VP of Strategic Consulting | DataCandy

BRANDisruption: Let Go of the Myth that Your Brand Belongs to You and Achieve Ridiculously Great Results

with Jen Swanson, Director of Digital Marketing | Children’s Hospitals and Clinics of Minnesota and Andrew Eklund, Founder & CEO | Ciceron

4:15

pm

– 5:00

pm

BRAND ROUNDTABLES

(Brand/Marketer-Only)

5:00

pm

– 6:30

pm

WELCOME RECEPTION in Exhibit Hall

9:00

pm

AFTER HOURS PARTY

(By Invite Only)

Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Jackson / Adams Jackson / Adams Adams / Washington Sponsored By Lakeview

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tuesday |

11.10.15

agenda overview

7:00

am

– 7:30

am

MORNING SOCIAL

7:30

am

– 5:00

pm

REGISTRATION OPEN

7:30

am

– 8:30

am

BREAKFAST

in Exhibit Hall

8:30

am

– 9:30

am

BREAKOUT SESSIONS

CX Awards eXChange: Meet the Finalists

Employee Engagement Measurement

Customer Insights

9:45

am

– 10:45

am

BREAKOUT SESSIONS

CX Awards eXChange: Meet the Finalists

Customer-centric Culture Brand Messaging Technology

10:45

am

– 11:15

am

BREAK

in Exhibit Hall

11:15

am

– 12:15

pm

KEYNOTE SESSION

Dallas Cowboys Content Combine

with Matthew O’Neil, Vice President of Marketing | Dallas Cowboys

12:15

pm

– 1:15

pm

CX AWARDS LUNCH

1:30

pm

– 2:00

pm

SHOWCASE SESSIONS

Big Data, Big Deal: Unlock the Power in Your Digital Business

with Carolyn Muise, Vice President | EMC Total Customer Experience

Customer Experience Progress over Perfection

with Milista Anderson, Chief Customer Officer | SunGard Corporate Liquidity & Energy

The Road to an Engaged and Active Community through Personalized and Rewarding Experiences

with Nataki Edwards, VP of Digital Strategy & Operations | AARP

c u s t o m e r e x p e r i e n c e a w a r d s

X

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Lincoln East 1, 2, 3 Lakeview Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Jackson / Adams Jackson / Adams Jackson / Adams Adams / Washington Adams / Washington Adams / Washington Sponsored By

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tuesday |

11.10.15

agenda overview

2:10

pm

– 2:40

pm

SHOWCASE SESSIONS

How Samsung Activates Customer Data to Deliver Omni-Channel Engagement That Drives Business Results

with Tim Benner, Sr. Director of Marketing Science and Strategic Analytics,

Samsung Electronics America and Ray Lansigan, Associate Partner | Rosetta Consulting

Is Your CX in “Shape?” The Changing Role of Engagement & Customer Experience in the Fitness Industry

with Brad Bean, Sr. Director of Member Experience | Gold’s Gym and Lonnie Mayne, President | InMoment

Delivering Solid Customer Experiences Through Better Feedback

with Vinay Khetarpal, Sales Executive | Inquisium

2:50

pm

– 3:40

pm

GENERAL SESSION

Which Wall Does the Brand Go On?

with Julian Aldridge, VP, Brand Evangelism and Activation | Charles Schwab

3:40

pm

– 4:30

pm

GENERAL SESSION

Loyalty360 CX Award Winners: A Panel Discussion with CX Super Heroes

with Mark Johnson, CEO | Loyalty360

4:45

pm

– 5:30

pm

SPEED NETWORKING

5:30

pm

– 7:00

pm

COCKTAIL RECEPTION in Exhibit Hall

7:00

pm

– 9:00

pm

CX AWARDS FINALIST DINNER

(By Invite Only)

Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Lincoln East 1, 2, 3 Jackson / Adams Adams / Washington Lakeview

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wednesday |

11.11.15

agenda overview

8:00

am

REGISTRATION OPEN

8:00

am

– 9:00

am

BREAKFAST

in Exhibit Hall

9:00

am

– 10:00

am

WORKSHOP SESSION

Seeing Beyond the Strategy: Landing CX in the Real World

with Liam O’Connor, Principal, Customer Acquisition Practice | Lenati and Paul Conder, Principal, Customer Experience Practice | Lenati

10:15

am

– 11:00

am

BREAKOUT SESSIONS

Creating Effective CX can be “Taxing” yet Financially Valuable within the “Walls of Marketing”

with Dana Hyatt, Vice President, Customer Experience | Thomson Reuters

CX Retail Revolution: How Goodwill Transformed Retail in Six Months

with Chris Politakis, Director of Marketing & Communications | Goodwill, Liam O’Connor, Principal, Customer Acquisition Practice | Lenati and Paul Conder, Principal, Customer Experience Practice | Lenati

11:15

am

– 12:00

am

GENERAL SESSION

Current and Future States of CX: An Analyst Panel Discussion

with Marcin Kosciak, SVP Marketing Strategy | Loyalty360, and Narina Sippy, CMO | Stellar Loyalty