Your web browser is out of date! We recommend you update your browser to receive the best possible browsing experience.
Pre-order your Brochure

2019 Agenda:

Day One - 7th November 2019

How Product, Digital and Marketing is Changing the Customer Experience
08:40

08:45
Chair Opening

Golf BPM Jeremy Callahan CTO & Co-Founder Golf BPM

08:45

09:30
PANEL Create exemplary digital experiences that impact, engage and add value to your customers daily lives

As customer engagements shift rapidly to digital channels your brand needs to become a part of your customers daily lifestyle. Hear from C-Suite leaders are adapting to a new data-driven model to deliver and drive value for customers

Box Jeetu Patel Chief Product Officer Box

OpenTable Miles Skorpen Head of Consumer & Marketplace Products OpenTable

Royal Caribbean Cruises Ltd. Jay Schneider Senior Vice President, Digital Royal Caribbean Cruises Ltd.

Women In Product Yardley Pohl Advisor, Investor, and Consultant, Board Member and Co-Founder Women In Product

Chair: Golf BPM Jeremy Callahan CTO & Co-Founder Golf BPM

09:30

09:55
Customer First: Create Collaborative Products that offer Choice for the Customer and Deliver the Best Experiences

Consumer expectations are changing as their lives are impacted by new digital experiences. Mastercard are paving the way to provide contextual product experiences that are truly personalized. Learn how Mastercard is leveraging consumer insights and needs to deliver the ultimate customer experience

Mastercard Donald Chesnut Chief Experience Officer Mastercard

09:55

10:20
CleverTap Keynote

We know it’s becoming increasingly difficult to engage prospects and customers. Competition for the consumers attention is driving a fundamental shift to the connected individual to dramatically improve retention and CLV. Michael Becker, an award-winning expert in Mobile Marketing, will provide important insights into the market forces behind this shift and provide best practices to rise above the noise as well as maximize retention for consumers - especially mobile users.

Identity Praxis, Inc. Michael J. Becker Managing Partner Identity Praxis, Inc.

10:20

10:45
Create new digital experiences for on-the-go consumers

In a world where consumers demand an on-the-go, mobile-first shopping journey, how can brands build customer relationships through new digital experiences? Two key ways -- by creating a mobile experience that is contextually relevant and offering next-level customer convenience.

Groupon Sarah Butterfass Chief Product Officer Groupon

10:45

11:10
**Break**
11:10

11:30
CASE STUDY Marketing for Growth Case Study

Moovit Yovav Meydad Chief Growth & Marketing Officer Moovit

11:30

11:50
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will explore the future of communications between brands and customers – and the resulting opportunities. In this keynote session, Robert will explore transformative digital strategies, leveraging next-gen technologies and services.

Broadridge Financial Robert Krugman Chief Digital Officer Broadridge Financial

11:50

12:10
Balancing a consumer-first digital marketplace with value-delivering customer experiences

As the face of retail changes in every industry, many digital marketplaces are thriving by delivering the frictionless, convenient and relevant experiences that consumers have come to expect. With the rise of machine learning, AI and real-time personalization, marketplaces like Cars.com have become critical in the shopping journey and preferred over the in-store experience for many. But marketplaces walk a fine line between consumer-first development that rewards users with optimal mobile-first experiences and value-driving solutions that convert for paying customers. This is especially true in industries like automotive where the stakes are high with big-ticket purchases and online transacting is in its infancy. Learn how Cars.com finds the balance by creating crave-worthy experiences that meet the needs of both sides of its marketplace.

cars.com David Domm Chief Product Officer cars.com

12:10

12:35
NPS is Dead (and Other Harsh Realities of Measuring Customer Experience)

Aside from acting as a badge of honor (and sometimes a point of shame), NPS alone isn’t a true indicator of customer experience. It’s an outdated way of measuring loyalty, predicting retention, and understanding customers. Learn why measuring sentiment across all points in the customer journey creates a stronger customer experience and how it can transform your brand. We’ll share how to use this data to develop a better product roadmap, foster a customer-centric culture, and improve customer experience.

Apptentive Robi Ganguly CEO and Co-Founder Apptentive

12:35

01:30
** Lunch **
Invitation Only: Women in Leadership Lunch Roundtable by Advancing Women in Product
Impactful Digital & Mobile Experience
Gain a Deeper Customer Understanding
Chair

Nitin T Bhat, Senior Director Product, Smartsheet

1:30

1:50
CASE STUDY CarMax Breaks Down Silos to Provide Customers with A Seamless Omni-Channel Experience

CarMax, a high-integrity customer experience brand known for disrupting the automotive industry, is transforming the customer journey. Over a period of 18 months, the nation’s largest retailer of used cars is transitioning from a 200+ store brick and mortar brand to a full omni-channel retailer complete with delivering cars to customers’ homes. Creating a seamless, omnichannel experience for such a complex customer purchase presents a unique set of challenges – particularly when it comes to modernizing internal technology systems. In order to succeed, CarMax had to reimagine its innovation approach, expediting the process and creating new customer-centric technologies.

This discussion will address:

  • CarMax’s use of Product Teams organized around the customer journey to break down the silos between online and in-store experiences.
  • The core product development values and principles the company leveraged to drive a culture of innovation and guide effective product development (dual track agile, outcome orientation and market testing approach).

Specific product development examples and lessons learned:

  • New progression technologies developed to create a seamless experience between the customers’ web activities, on-demand support provided by remote contact centers, and store employee interactions.
  • New Home Delivery product to allow customers to buy a car from home, tested first in one market and the company is now scaling nationwide

CarMax Bryan Ennis VP of Product CarMax

CarMax Ann Yauger AVP, Product Management CarMax

1:50

2:10
Embrace and Maximise all Touchpoints in Your Customers Journey

Your customers have 2, 5, or even 10+ mobile apps, web sites, social channels and in-store touchpoints they interact with, making it a challenge to break through the noise and attract their attention. In this session, learn how to create a digital customer journey map to fully understand how to reach the right customer, at the right time, with the right offer to inspire purchases, loyalty, or engagement

Localytics Matt Katz Head of Customer Success Localytics

2:10

2:30
FIRESIDE CHAT Create a customer lens and ensure continuity for the customer through technology and reorganization

Embrace your organizations customer-centric shift, put product leaders at the centre of customer understanding to identify new opportunities and deliver a unified experience across the business

Visible Sugu Dinakaran Chief Product Officer Visible

CHAIR: Smartsheet Nitin T Bhat Senior Director Product Smartsheet

2:30

2:50
Go above and beyond to integrate your products into consumers lives, and add value beyond your own brands offering

Leverage data to get customer input into what additional products, features and information your customer could need in their journey – creating a product experience that goes beyond just your own offerings

Fifth Third Bancorp Mike Crawford Vice President and Senior Manager Digital Product Fifth Third Bancorp

2:50

3:10
Transforming the cruise experience one Guest at a time

Royal Caribbean Cruises Ltd. recently embarked on a digital transformation, evaluating every Guest touch point and how digital can remove friction, personalize the moment, surprise and delight, acquire new Guests, generate new opportunities and overall make the most of precious vacation time. This includes challenging internal status quo and working with the entire company to adopt a mindset of change as we think differently about our Guest (and Crew) experience from big obvious moments like boarding a ship to tiny micro moments like changing the channel on the stateroom TV.

Royal Caribbean Cruises Ltd. Tim Klauda Vice President of Product, Digital Experience Royal Caribbean Cruises Ltd.

3:10

3:40
**Break**
Create Personalized Digital Product Experiences
3:40

4:00
Leveraging Consultancies to Advance Your Digital Product Development

What are the best models for product owners and technology executives to engage a consultancy on digital product development? In this presentation, digital product agency DockYard will discuss some of the successful design and development models we’ve seen with Cars.com, MassMutual, and Netflix, to help companies innovate and gain a competitive advantage.

For more information visit: https://dockyard.com/

DockYard Michael Dupuis Director of Business Development DockYard

4:00

4:20
Achieve collaborative customer product development

Put in place the right customer feedback loops, data gathering and insight-driven culture to become customer centric throughout the product development lifecycle. Hear how Boeing’s Digital Solutions & Analytics business achieved co-development with customers as a new business strategy and launched a dedicated product design lab for customer collaboration and co-development of new products including the use of mobile.

Boeing Digital Solutions & Analytics Christopher Kiley Director of Global Design, Services, & Partnerships Boeing Digital Solutions & Analytics

4:20

4:40
Turn your CX from transactional to relational through out every touch point to become a part of your customers lifestyle

Learn how to explore data and gather a complete understanding of your customer’s lifestyle and needs to deliver customer driven experiences across mobile, web, desktop and other connected devices

Papa Johns Eliza Ollinger Sr. Director Product Management Papa Johns

4:40

5:00
Driving engaged and personalized Customer Experiences through AI

Create experiences based on customers buying habits, persona’s, past interactions and needs through AI and accelerate your use of big data to predict and be ahead of your customer. In this talk, you will learn how to Leverage AI to improve the customer journey and build deep affinity with your customers.

The We Company Tim Salau, Future of Work Global Product Marketing Manager, Evangelist The We Company & Co-founder Guide

5:00

5:20
Bring digital, marketing and product teams together to create one true customer understanding

De-Silo your organization to ensure we create one customer facing organization to understand customer needs, analyse data, identify friction points and improve the customer experience to make their lives easier

Capital One Rob Huddleston UX Design Director Capital One

5:20

5:40
The Digital Experience Architecture

Spotify's mission statement is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by these creators. We believe that to achieve this goal we need a strong messaging platform that can support our unique user lifecycle. Come learn why Spotify made the decision to bring messaging technology in house, the organizational structure needed to support this, and what it means to build with an evolving platform approach.

Spotify Zachary Einzig Product, Manager Spotify

5:40

7:00
Networking Drinks
Digital & Mobile Growth Marketing  
Customer Engagement, Growth and Understanding
Chair

Brian Border, Head of Marketing, Education.com

1:30

1:50
Define the right KPIs and identify which marketing channels to engage

Define the right KPIs for your business, identify clear goals for marketing and track points of influence to know where users are coming from, what channels to engage and when

Realtor.com Genevieve Owyang Mobile Marketing Director Realtor.com

1:50

2:10
Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

First Orion Craig Dunn Chief Operating Officer First Orion

2:10

2:50
PANEL Alternative Growth Tactics from Paid Growth

As growth officers face expensive paid marketing strategies, we must innovative and find new routes to market. In this session, we will discuss opportunities outside of paid to grow your users.

Good Eggs Anne Mercogliano VP of Customer Experience and Growth Good Eggs

StubHub Hai Habot Sr. Director of Incubation and Growth StubHub

Amazon Music Beth Murphy Global Head of Acquisition Amazon Music

Chair: Education.com Brian Border Head of Marketing Education.com

Carnival Cruise Line 1 Seat Available

2:50

3:10
Why organizational design and culture is the most important ingredient to delivering great customer experiences

Future proof your team, and deliver a best-in-class customer experience through leadership buy-in, breaking down organizational silos and aligning KPIs across key stakeholders. In this session, learn best case examples of how to transform your team, so you can work together across the organization towards consistent, seamless and impactful user experiences.

Google Russ Freyman Head of Mobile UX Google

3:10

3:40
**Break**
Onboard and activate your digital customers
3:40

4:00
How Messaging is Transforming CX Across the Customer Journey – from RCS, WhatsApp, Apple Business Chat and more, Priority Messaging Channels are Enabling Conversational Services and Experiences.

Customer experience (CX) has become a significant differentiator in driving acquisition, retention and growth—helping to deliver a competitive edge for businesses. In this battle of CX, the driving force giving enterprises the edge is convenience. Case in point, more consumers now prefer to message a business because doing so is convenient and efficient.

In today’s convenience economy, businesses must focus on enabling two-way, inbound and out-bound messaging to satisfy consumer desire to use their favorite digital channels to interact, self-serve, and transact on demand—all without having to speak to someone.

Learn how businesses are successfully using messaging-based automation to champion customer convenience across leading messaging channels—including RCS, Facebook Messenger, WhatsApp—and how their omnichannel approach is driving results. We’ll showcase how these new messaging capabilities are transforming the customer experience across the customer journey and highlight how these interactions become even more powerful through AI-powered personalization.

3Cinteractive, an IMImobile company Jeff Michaud VP Client Strategy 3Cinteractive, an IMImobile company

4:00

4:20
FIRESIDE CHAT Creating a seamless integrated CX and end-to-end customer lifecycle strategy:

How can companies accelerate digital transformation by managing experiences across the customer journey? Understand and map your customer's journey to identify the engagement channels needed to meet consumer expectations. In this session, hear how Jennifer delivers integrated customer experiences, crafts consistent and simultaneous buying support, engages with customers at all stages of the buying journey, and creates a seamless view of the organization.

BlackRock Jennifer Lo Chan Vice President Digital Platforms Marketing, Forbes 30 Under 30 BlackRock

5:00

5:20
MOBILE Driving Deep User Engagement Within Your App

Digital marketing channels drive user acquisition and help you optimize your cost-per-install, but once your users are in the door, how do you drive deep engagement? Only 15% of app installs remain in use after 7 days, and Google's new App Rewards platform can help your app remain in your user’s rotation. This cutting-edge initiative streamlines the process of incentivizing users to take certain actions that matter within your app, such as a user booking a trip and receiving rideshare credits in return. Join an App Rewards expert to learn about how you can drive user engagement and retention and be an early adopter of the future of mobile app technology.

Google Megan Li Product Marketing Manager Google

4:40

5:00
Is your marketing really making a difference? Incrementality and incentives will decide.

How can you be confident your marketing organization and the dollars you're spending on growing your business are set up to maximize potential outcomes and actually make a difference? Enter Incrementality, the holy grail of marketing measurement, that everyone talks about and platforms try to convince you they bring. But without feedback loops and aligned incentives, can you ever be truly confident in your ROI? In this talk, Alex will explore ways to measure incrementality from simple to complex cases.

Grubhub Alex Weinstein SVP of Growth Grubhub

5:40

7:00
Networking Drinks

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Day Two - 8th November 2019

How Product, Digital and Marketing is Changing the Customer Experience
08:45

08:50
Chair Opening

CHAIR: The Craftsman Agency Gina Michnowicz CEO, Executive Creative Director The Craftsman Agency

08:50

09:00
What Neuroscience Can Teach Us About Advertising in Mobile

How much time does an ad need to stay on a mobile screen in order to be seen? Do consumers process information differently in mobile compared to desktop? Can marketers boost attention and cognition of their advertising by increasing exposure time? The answers to these questions may surprise you. In this session Greg Stuart CEO at the MMA, will present new findings from a groundbreaking neuroscience and eye-tracking study that was conducted to address these questions and will discuss its implications in terms of creative and media planning.

Mobile Marketing Association Greg Stuart CEO Mobile Marketing Association

09:00

09:25
Create connected digital solutions to help your customer, create convenience and add value

In a world with fierce competition and death of loyalty, Michelin have embraced technology to provide value added services for their customer that goes above and beyond. Hear how Eric is disrupting the way consumers engage with Michelin through mobile and connecting their products digitally to advance CX. This keynote will give you the vision to innovate your own brands connected offerings

Michelin Anthony Reyes Director of Digital Strategy Michelin

09:25

09:50
There is No Magic Growth Equation

Bad data collection practices can haunt you and will destroy your brand — unless you take care of it today. You’ll learn about what’s broken with the current online data collection model, what you can do to protect your brand and the value of engaging customers as humans.

Mozilla Jascha Kaykas-Wolff Chief Marketing Officer Mozilla

09:50

10:15
FIRESIDE CHAT Fireside Chat with Macy’s Chief Digital Officer

Macy's Jill Ramsey Chief Product and Digital Revenue Officer Macy's

CHAIR: The Craftsman Agency Gina Michnowicz CEO, Executive Creative Director The Craftsman Agency

10:15

10:35
Bring together Technology, Data, and Innovation: How Zume is game changing the food supply chain to revolutionize CX
  • Think differently about customer experience as a digital-first business: create connected experiences and broaden your product strategy
  • How to advance through Technology, AI and Innovation to predict and deliver on continually evolving consumer needs
  • Make geography an asset: leverage the best talent everywhere by focusing on organization, collaboration and empowerment

Zume Inc Chris Satchell Chief Technology Officer Zume Inc

10:35

11:00
**Networking Break**
Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
Chair

Sugu Dinakaran, Chief Product Officer, Visible

11:00

11:20
How AI and innovative tech bring a quantum leap

Hear how Verizon delivered rapid growth through AI, innovative tech and data. In this session, Ning will share how the next level of AI-led customer experience optimization is driving digital growth and how they use AI real-time prediction and personalization to engage ready-to-purchase customers.

Verizon Ning Gao AD, Optimization & Personalization Verizon

11:20

11:40
The Domino’s Experience: How Tech, Innovation and Service Can Improve Your CX

As highlighted by Forbes, Domino's Pizza has served up innovations in CX to drive business growth with results showcasing a double in market share. Domino’s Pizza is setting the bar on how brands should be engaging the connected customer and the role mobile has to play. In this session, hear how Domino’s ‘ANYWARE’ strategy is connecting customers across all connected devices including TV, Watches, Text, Voice and Automotive, plus, how Location, AR and AI are all impacting experience.

Domino’s Christopher Thomas-Moore VP of Global eCommerce and Digital Marketing Domino’s

11:40

12:00
5 Easy UX Wins from Text Messaging

Did you know that text messaging actually has some of the best engagement rates of any communication channel? We're talking 10x email, push, AND social. If your business isn't sending texts, you're missing out.

In this session, you'll learn five actionable ways to use text messaging as part of your user experience to increase user adoption, reduce friction, and increase overall satisfaction. Then we'll cover a few things you should know about getting started with text messaging to ensure your messages continue to deliver.

Bandwidth Brad Roldan VP Product, A2P Messaging Bandwidth

Unpack technological trends and understand how these could potentially contribute to your brand
12:00

12:20
Fireside Chat Understand how AI, AR, VR and 5G could contribute to your brand and impact your mobile & web experience

Keep ahead of the forward industry revolution as customers become more advanced with technology. Hear model examples of how you can incorporate new technology into your mobile experiences, and if they are worth investing in.

Verizon Muhammad Rehman Vice President, Product Management Verizon

Chair: Smartsheet Nitin T Bhat Senior Director Product Smartsheet

12:20

12:40
3 Ways Artificial Intelligence is Transforming Customer Experience

Whether or not your organization has begun its AI journey, the time for AI is now! The competitive landscape is growing stronger by the day and the customer experience is where the battle is being waged. AI is the key to unlocking your customer experience potential and establishing your own competitive advantage.

According to Gartner, implementation of AI grew a staggering 270% in the past four years, and 37% in the past year. Despite this noted growth, many remain unaware of the extent to which AI can applied, let alone the significant impact these initiatives can provide. See exactly how brands are already leveraging AI for the betterment of their customer experiences and what you need to do to ensure the same level of success.

Applause Inge De Bleecker Senior Director of User Experience Applause

12:40

1:20
**Lunch**
1:20

1:50
Building a Cohesive Customer Experience

The American Express Account Summary page is the front door to customers’ online account management experience. With 10s of millions of unique visitors globally, this page gets a lot of attention. As technology and design evolve, and customer’s expectations of a “good” or “great” experience continues to grow, it has been important to evolve the experience on this page. Drawing on his expertise updating the Account Page for American Express customers, Sarkis will discuss how build a cohesive customer experience that takes into account the core needs of a complex customer base (B2C, B2B, global), business priorities, as well as ever-changing design and technology practices.

American Express Sarkis Kalashian VP of Product American Express

1:50

2:10
Scale digital product innovation with the right architecture, tech stack and culture

Hear how Samsung NEXT is leveraging startup agility to develop new products through organizational culture and software solutions. In this session, you will hear how Travis is putting in place the right systems and processes to create customer-driven solutions, embracing emerging tech and embracing a new culture.

Samsung NEXT Travis Bogard SVP, Head of Product Samsung NEXT

**End of Conference**
Unique Mobile Experiences
Understand and analyse your mobile customer

Chair

Carlos Villaumbrosia, CEO, Product School

11:20

11:20
Improve your mobile app experiences by putting the customers at the heart of the product

Use the power of your community to help shape your product. Utilize customer insight and feedback to reposition content product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

11:40

12:00
Partnerships: The Next Wave of Mobile Growth

Despite the industry's best efforts, install fraud is still rampant and retention rates aren't great. Add low transparency and increased CPI competition to the mix and it's enough to make any mobile marketer despair. But let's be real—we wouldn't be here talking about this if we didn't think there was a better way. Join this session with General Manager and Growth Technologist, Blaine Smith, to learn how partnerships can help you target high-value users and accelerate your mobile growth.

Impact Blaine Smith VP of Sales, West Impact

Personalized Mobile Interactions that add Value

12:00

12:20
Reduce customer friction points, deliver magical mobile experiences: scan-and-go, Beacons, AR and Architecture

Sam’s Club has undergone a mobile transformation, increasing growth, creating consumer convenience and reducing in-store waiting times. Anshu has deployed different techniques to be creative and customer driven. In this session learn how Sam’s Club have integrated scan-and-go technology to improve customer satisfaction, launched new innovation projects to experiment with AR and Beacons, plus how to evolve your legacy mobile architecture to one that is fit for purpose for 2020’s customer.

Sam’s Club (Walmart eCommerce) Vipul Govil Director of Product Management Sam’s Club (Walmart eCommerce)

12:20

12:40
Create secure and trustworthy mobile product experiences that keep your consumers spending

In this session, Western Union and Infobip will join forces to showcase how you can build a mobile product that is safe, user friendly and secure for continued transactions. In the USA 79% of smartphone users have made a purchase in the last 6 months (OuterBox, 2018) making it business critical to deliver safe payment solution. Learn how you can build trust with your consumer, by offering a trustworthy mobile experience, plus learn how SMS, mobile apps and chat apps offer opportunities to reach consumers in their desired channel.

Infobip Dev Patel Director of Strategic Growth Infobip

Western Union Abhinav Gupta VP of Product Delivery Western Union

12:40

1:20
**Lunch**
1:20

1:50
PANEL Closing Keynote: Women in Leadership hosted by Advancing Women in Product.

This session unites women in product, marketing, digital and tech to inspire and lead the future of customer experience

Dell Boomi Div Manickam Director of Portfolio Messaging (Product, Industry, and Solutions) Dell Boomi

Google Sabrina Farmer VP, Engineering Site Reliability (SRE) Google

1:50

2:10
MOBILE Driving engagement through hyper-relevance

As consumers become bombarded with messaging, this session will look at the tactics to break through the noise, grab your mobile customers attention and ensure they keep coming back to your app.

Uber Laura Jones Director of Product Marketing Uber

**End of Conference**

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

How Product, Digital and Marketing is Changing the Customer Experience
08:40

08:45
Chair Opening

Golf BPM Jeremy Callahan CTO & Co-Founder Golf BPM

08:45

09:30
PANEL Create exemplary digital experiences that impact, engage and add value to your customers daily lives

As customer engagements shift rapidly to digital channels your brand needs to become a part of your customers daily lifestyle. Hear from C-Suite leaders are adapting to a new data-driven model to deliver and drive value for customers

Box Jeetu Patel Chief Product Officer Box

OpenTable Miles Skorpen Head of Consumer & Marketplace Products OpenTable

Royal Caribbean Cruises Ltd. Jay Schneider Senior Vice President, Digital Royal Caribbean Cruises Ltd.

Women In Product Yardley Pohl Advisor, Investor, and Consultant, Board Member and Co-Founder Women In Product

Chair: Golf BPM Jeremy Callahan CTO & Co-Founder Golf BPM

09:30

09:55
Customer First: Create Collaborative Products that offer Choice for the Customer and Deliver the Best Experiences

Consumer expectations are changing as their lives are impacted by new digital experiences. Mastercard are paving the way to provide contextual product experiences that are truly personalized. Learn how Mastercard is leveraging consumer insights and needs to deliver the ultimate customer experience

Mastercard Donald Chesnut Chief Experience Officer Mastercard

09:55

10:20
CleverTap Keynote

We know it’s becoming increasingly difficult to engage prospects and customers. Competition for the consumers attention is driving a fundamental shift to the connected individual to dramatically improve retention and CLV. Michael Becker, an award-winning expert in Mobile Marketing, will provide important insights into the market forces behind this shift and provide best practices to rise above the noise as well as maximize retention for consumers - especially mobile users.

Identity Praxis, Inc. Michael J. Becker Managing Partner Identity Praxis, Inc.

10:20

10:45
Create new digital experiences for on-the-go consumers

In a world where consumers demand an on-the-go, mobile-first shopping journey, how can brands build customer relationships through new digital experiences? Two key ways -- by creating a mobile experience that is contextually relevant and offering next-level customer convenience.

Groupon Sarah Butterfass Chief Product Officer Groupon

10:45

11:10
**Break**
11:10

11:30
CASE STUDY Marketing for Growth Case Study

Moovit Yovav Meydad Chief Growth & Marketing Officer Moovit

11:30

11:50
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will explore the future of communications between brands and customers – and the resulting opportunities. In this keynote session, Robert will explore transformative digital strategies, leveraging next-gen technologies and services.

Broadridge Financial Robert Krugman Chief Digital Officer Broadridge Financial

11:50

12:10
Balancing a consumer-first digital marketplace with value-delivering customer experiences

As the face of retail changes in every industry, many digital marketplaces are thriving by delivering the frictionless, convenient and relevant experiences that consumers have come to expect. With the rise of machine learning, AI and real-time personalization, marketplaces like Cars.com have become critical in the shopping journey and preferred over the in-store experience for many. But marketplaces walk a fine line between consumer-first development that rewards users with optimal mobile-first experiences and value-driving solutions that convert for paying customers. This is especially true in industries like automotive where the stakes are high with big-ticket purchases and online transacting is in its infancy. Learn how Cars.com finds the balance by creating crave-worthy experiences that meet the needs of both sides of its marketplace.

cars.com David Domm Chief Product Officer cars.com

12:10

12:35
NPS is Dead (and Other Harsh Realities of Measuring Customer Experience)

Aside from acting as a badge of honor (and sometimes a point of shame), NPS alone isn’t a true indicator of customer experience. It’s an outdated way of measuring loyalty, predicting retention, and understanding customers. Learn why measuring sentiment across all points in the customer journey creates a stronger customer experience and how it can transform your brand. We’ll share how to use this data to develop a better product roadmap, foster a customer-centric culture, and improve customer experience.

Apptentive Robi Ganguly CEO and Co-Founder Apptentive

12:35

01:30
** Lunch **
Invitation Only: Women in Leadership Lunch Roundtable by Advancing Women in Product

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

How Product, Digital and Marketing is Changing the Customer Experience
08:45

08:50
Chair Opening

CHAIR: The Craftsman Agency Gina Michnowicz CEO, Executive Creative Director The Craftsman Agency

08:50

09:00
What Neuroscience Can Teach Us About Advertising in Mobile

How much time does an ad need to stay on a mobile screen in order to be seen? Do consumers process information differently in mobile compared to desktop? Can marketers boost attention and cognition of their advertising by increasing exposure time? The answers to these questions may surprise you. In this session Greg Stuart CEO at the MMA, will present new findings from a groundbreaking neuroscience and eye-tracking study that was conducted to address these questions and will discuss its implications in terms of creative and media planning.

Mobile Marketing Association Greg Stuart CEO Mobile Marketing Association

09:00

09:25
Create connected digital solutions to help your customer, create convenience and add value

In a world with fierce competition and death of loyalty, Michelin have embraced technology to provide value added services for their customer that goes above and beyond. Hear how Eric is disrupting the way consumers engage with Michelin through mobile and connecting their products digitally to advance CX. This keynote will give you the vision to innovate your own brands connected offerings

Michelin Anthony Reyes Director of Digital Strategy Michelin

09:25

09:50
There is No Magic Growth Equation

Bad data collection practices can haunt you and will destroy your brand — unless you take care of it today. You’ll learn about what’s broken with the current online data collection model, what you can do to protect your brand and the value of engaging customers as humans.

Mozilla Jascha Kaykas-Wolff Chief Marketing Officer Mozilla

09:50

10:15
FIRESIDE CHAT Fireside Chat with Macy’s Chief Digital Officer

Macy's Jill Ramsey Chief Product and Digital Revenue Officer Macy's

CHAIR: The Craftsman Agency Gina Michnowicz CEO, Executive Creative Director The Craftsman Agency

10:15

10:35
Bring together Technology, Data, and Innovation: How Zume is game changing the food supply chain to revolutionize CX
  • Think differently about customer experience as a digital-first business: create connected experiences and broaden your product strategy
  • How to advance through Technology, AI and Innovation to predict and deliver on continually evolving consumer needs
  • Make geography an asset: leverage the best talent everywhere by focusing on organization, collaboration and empowerment

Zume Inc Chris Satchell Chief Technology Officer Zume Inc

10:35

11:00
**Networking Break**
Impactful Digital & Mobile Experience
Gain a Deeper Customer Understanding
Chair

Nitin T Bhat, Senior Director Product, Smartsheet

1:30

1:50
CASE STUDY CarMax Breaks Down Silos to Provide Customers with A Seamless Omni-Channel Experience

CarMax, a high-integrity customer experience brand known for disrupting the automotive industry, is transforming the customer journey. Over a period of 18 months, the nation’s largest retailer of used cars is transitioning from a 200+ store brick and mortar brand to a full omni-channel retailer complete with delivering cars to customers’ homes. Creating a seamless, omnichannel experience for such a complex customer purchase presents a unique set of challenges – particularly when it comes to modernizing internal technology systems. In order to succeed, CarMax had to reimagine its innovation approach, expediting the process and creating new customer-centric technologies.

This discussion will address:

  • CarMax’s use of Product Teams organized around the customer journey to break down the silos between online and in-store experiences.
  • The core product development values and principles the company leveraged to drive a culture of innovation and guide effective product development (dual track agile, outcome orientation and market testing approach).

Specific product development examples and lessons learned:

  • New progression technologies developed to create a seamless experience between the customers’ web activities, on-demand support provided by remote contact centers, and store employee interactions.
  • New Home Delivery product to allow customers to buy a car from home, tested first in one market and the company is now scaling nationwide

CarMax Bryan Ennis VP of Product CarMax

CarMax Ann Yauger AVP, Product Management CarMax

1:50

2:10
Embrace and Maximise all Touchpoints in Your Customers Journey

Your customers have 2, 5, or even 10+ mobile apps, web sites, social channels and in-store touchpoints they interact with, making it a challenge to break through the noise and attract their attention. In this session, learn how to create a digital customer journey map to fully understand how to reach the right customer, at the right time, with the right offer to inspire purchases, loyalty, or engagement

Localytics Matt Katz Head of Customer Success Localytics

2:10

2:30
FIRESIDE CHAT Create a customer lens and ensure continuity for the customer through technology and reorganization

Embrace your organizations customer-centric shift, put product leaders at the centre of customer understanding to identify new opportunities and deliver a unified experience across the business

Visible Sugu Dinakaran Chief Product Officer Visible

CHAIR: Smartsheet Nitin T Bhat Senior Director Product Smartsheet

2:30

2:50
Go above and beyond to integrate your products into consumers lives, and add value beyond your own brands offering

Leverage data to get customer input into what additional products, features and information your customer could need in their journey – creating a product experience that goes beyond just your own offerings

Fifth Third Bancorp Mike Crawford Vice President and Senior Manager Digital Product Fifth Third Bancorp

2:50

3:10
Transforming the cruise experience one Guest at a time

Royal Caribbean Cruises Ltd. recently embarked on a digital transformation, evaluating every Guest touch point and how digital can remove friction, personalize the moment, surprise and delight, acquire new Guests, generate new opportunities and overall make the most of precious vacation time. This includes challenging internal status quo and working with the entire company to adopt a mindset of change as we think differently about our Guest (and Crew) experience from big obvious moments like boarding a ship to tiny micro moments like changing the channel on the stateroom TV.

Royal Caribbean Cruises Ltd. Tim Klauda Vice President of Product, Digital Experience Royal Caribbean Cruises Ltd.

3:10

3:40
**Break**
Create Personalized Digital Product Experiences
3:40

4:00
Leveraging Consultancies to Advance Your Digital Product Development

What are the best models for product owners and technology executives to engage a consultancy on digital product development? In this presentation, digital product agency DockYard will discuss some of the successful design and development models we’ve seen with Cars.com, MassMutual, and Netflix, to help companies innovate and gain a competitive advantage.

For more information visit: https://dockyard.com/

DockYard Michael Dupuis Director of Business Development DockYard

4:00

4:20
Achieve collaborative customer product development

Put in place the right customer feedback loops, data gathering and insight-driven culture to become customer centric throughout the product development lifecycle. Hear how Boeing’s Digital Solutions & Analytics business achieved co-development with customers as a new business strategy and launched a dedicated product design lab for customer collaboration and co-development of new products including the use of mobile.

Boeing Digital Solutions & Analytics Christopher Kiley Director of Global Design, Services, & Partnerships Boeing Digital Solutions & Analytics

4:20

4:40
Turn your CX from transactional to relational through out every touch point to become a part of your customers lifestyle

Learn how to explore data and gather a complete understanding of your customer’s lifestyle and needs to deliver customer driven experiences across mobile, web, desktop and other connected devices

Papa Johns Eliza Ollinger Sr. Director Product Management Papa Johns

4:40

5:00
Driving engaged and personalized Customer Experiences through AI

Create experiences based on customers buying habits, persona’s, past interactions and needs through AI and accelerate your use of big data to predict and be ahead of your customer. In this talk, you will learn how to Leverage AI to improve the customer journey and build deep affinity with your customers.

The We Company Tim Salau, Future of Work Global Product Marketing Manager, Evangelist The We Company & Co-founder Guide

5:00

5:20
Bring digital, marketing and product teams together to create one true customer understanding

De-Silo your organization to ensure we create one customer facing organization to understand customer needs, analyse data, identify friction points and improve the customer experience to make their lives easier

Capital One Rob Huddleston UX Design Director Capital One

5:20

5:40
The Digital Experience Architecture

Spotify's mission statement is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by these creators. We believe that to achieve this goal we need a strong messaging platform that can support our unique user lifecycle. Come learn why Spotify made the decision to bring messaging technology in house, the organizational structure needed to support this, and what it means to build with an evolving platform approach.

Spotify Zachary Einzig Product, Manager Spotify

5:40

7:00
Networking Drinks
Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
Chair

Sugu Dinakaran, Chief Product Officer, Visible

11:00

11:20
How AI and innovative tech bring a quantum leap

Hear how Verizon delivered rapid growth through AI, innovative tech and data. In this session, Ning will share how the next level of AI-led customer experience optimization is driving digital growth and how they use AI real-time prediction and personalization to engage ready-to-purchase customers.

Verizon Ning Gao AD, Optimization & Personalization Verizon

11:20

11:40
The Domino’s Experience: How Tech, Innovation and Service Can Improve Your CX

As highlighted by Forbes, Domino's Pizza has served up innovations in CX to drive business growth with results showcasing a double in market share. Domino’s Pizza is setting the bar on how brands should be engaging the connected customer and the role mobile has to play. In this session, hear how Domino’s ‘ANYWARE’ strategy is connecting customers across all connected devices including TV, Watches, Text, Voice and Automotive, plus, how Location, AR and AI are all impacting experience.

Domino’s Christopher Thomas-Moore VP of Global eCommerce and Digital Marketing Domino’s

11:40

12:00
5 Easy UX Wins from Text Messaging

Did you know that text messaging actually has some of the best engagement rates of any communication channel? We're talking 10x email, push, AND social. If your business isn't sending texts, you're missing out.

In this session, you'll learn five actionable ways to use text messaging as part of your user experience to increase user adoption, reduce friction, and increase overall satisfaction. Then we'll cover a few things you should know about getting started with text messaging to ensure your messages continue to deliver.

Bandwidth Brad Roldan VP Product, A2P Messaging Bandwidth

Unpack technological trends and understand how these could potentially contribute to your brand
12:00

12:20
Fireside Chat Understand how AI, AR, VR and 5G could contribute to your brand and impact your mobile & web experience

Keep ahead of the forward industry revolution as customers become more advanced with technology. Hear model examples of how you can incorporate new technology into your mobile experiences, and if they are worth investing in.

Verizon Muhammad Rehman Vice President, Product Management Verizon

Chair: Smartsheet Nitin T Bhat Senior Director Product Smartsheet

12:20

12:40
3 Ways Artificial Intelligence is Transforming Customer Experience

Whether or not your organization has begun its AI journey, the time for AI is now! The competitive landscape is growing stronger by the day and the customer experience is where the battle is being waged. AI is the key to unlocking your customer experience potential and establishing your own competitive advantage.

According to Gartner, implementation of AI grew a staggering 270% in the past four years, and 37% in the past year. Despite this noted growth, many remain unaware of the extent to which AI can applied, let alone the significant impact these initiatives can provide. See exactly how brands are already leveraging AI for the betterment of their customer experiences and what you need to do to ensure the same level of success.

Applause Inge De Bleecker Senior Director of User Experience Applause

12:40

1:20
**Lunch**
1:20

1:50
Building a Cohesive Customer Experience

The American Express Account Summary page is the front door to customers’ online account management experience. With 10s of millions of unique visitors globally, this page gets a lot of attention. As technology and design evolve, and customer’s expectations of a “good” or “great” experience continues to grow, it has been important to evolve the experience on this page. Drawing on his expertise updating the Account Page for American Express customers, Sarkis will discuss how build a cohesive customer experience that takes into account the core needs of a complex customer base (B2C, B2B, global), business priorities, as well as ever-changing design and technology practices.

American Express Sarkis Kalashian VP of Product American Express

1:50

2:10
Scale digital product innovation with the right architecture, tech stack and culture

Hear how Samsung NEXT is leveraging startup agility to develop new products through organizational culture and software solutions. In this session, you will hear how Travis is putting in place the right systems and processes to create customer-driven solutions, embracing emerging tech and embracing a new culture.

Samsung NEXT Travis Bogard SVP, Head of Product Samsung NEXT

**End of Conference**
Unique Mobile Experiences
Understand and analyse your mobile customer

Chair

Carlos Villaumbrosia, CEO, Product School

11:20

11:20
Improve your mobile app experiences by putting the customers at the heart of the product

Use the power of your community to help shape your product. Utilize customer insight and feedback to reposition content product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

11:40

12:00
Partnerships: The Next Wave of Mobile Growth

Despite the industry's best efforts, install fraud is still rampant and retention rates aren't great. Add low transparency and increased CPI competition to the mix and it's enough to make any mobile marketer despair. But let's be real—we wouldn't be here talking about this if we didn't think there was a better way. Join this session with General Manager and Growth Technologist, Blaine Smith, to learn how partnerships can help you target high-value users and accelerate your mobile growth.

Impact Blaine Smith VP of Sales, West Impact

Personalized Mobile Interactions that add Value

12:00

12:20
Reduce customer friction points, deliver magical mobile experiences: scan-and-go, Beacons, AR and Architecture

Sam’s Club has undergone a mobile transformation, increasing growth, creating consumer convenience and reducing in-store waiting times. Anshu has deployed different techniques to be creative and customer driven. In this session learn how Sam’s Club have integrated scan-and-go technology to improve customer satisfaction, launched new innovation projects to experiment with AR and Beacons, plus how to evolve your legacy mobile architecture to one that is fit for purpose for 2020’s customer.

Sam’s Club (Walmart eCommerce) Vipul Govil Director of Product Management Sam’s Club (Walmart eCommerce)

12:20

12:40
Create secure and trustworthy mobile product experiences that keep your consumers spending

In this session, Western Union and Infobip will join forces to showcase how you can build a mobile product that is safe, user friendly and secure for continued transactions. In the USA 79% of smartphone users have made a purchase in the last 6 months (OuterBox, 2018) making it business critical to deliver safe payment solution. Learn how you can build trust with your consumer, by offering a trustworthy mobile experience, plus learn how SMS, mobile apps and chat apps offer opportunities to reach consumers in their desired channel.

Infobip Dev Patel Director of Strategic Growth Infobip

Western Union Abhinav Gupta VP of Product Delivery Western Union

12:40

1:20
**Lunch**
1:20

1:50
PANEL Closing Keynote: Women in Leadership hosted by Advancing Women in Product.

This session unites women in product, marketing, digital and tech to inspire and lead the future of customer experience

Dell Boomi Div Manickam Director of Portfolio Messaging (Product, Industry, and Solutions) Dell Boomi

Google Sabrina Farmer VP, Engineering Site Reliability (SRE) Google

1:50

2:10
MOBILE Driving engagement through hyper-relevance

As consumers become bombarded with messaging, this session will look at the tactics to break through the noise, grab your mobile customers attention and ensure they keep coming back to your app.

Uber Laura Jones Director of Product Marketing Uber

**End of Conference**
Digital & Mobile Growth Marketing  
Customer Engagement, Growth and Understanding
Chair

Brian Border, Head of Marketing, Education.com

1:30

1:50
Define the right KPIs and identify which marketing channels to engage

Define the right KPIs for your business, identify clear goals for marketing and track points of influence to know where users are coming from, what channels to engage and when

Realtor.com Genevieve Owyang Mobile Marketing Director Realtor.com

1:50

2:10
Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

First Orion Craig Dunn Chief Operating Officer First Orion

2:10

2:50
PANEL Alternative Growth Tactics from Paid Growth

As growth officers face expensive paid marketing strategies, we must innovative and find new routes to market. In this session, we will discuss opportunities outside of paid to grow your users.

Good Eggs Anne Mercogliano VP of Customer Experience and Growth Good Eggs

StubHub Hai Habot Sr. Director of Incubation and Growth StubHub

Amazon Music Beth Murphy Global Head of Acquisition Amazon Music

Chair: Education.com Brian Border Head of Marketing Education.com

Carnival Cruise Line 1 Seat Available

2:50

3:10
Why organizational design and culture is the most important ingredient to delivering great customer experiences

Future proof your team, and deliver a best-in-class customer experience through leadership buy-in, breaking down organizational silos and aligning KPIs across key stakeholders. In this session, learn best case examples of how to transform your team, so you can work together across the organization towards consistent, seamless and impactful user experiences.

Google Russ Freyman Head of Mobile UX Google

3:10

3:40
**Break**
Onboard and activate your digital customers
3:40

4:00
How Messaging is Transforming CX Across the Customer Journey – from RCS, WhatsApp, Apple Business Chat and more, Priority Messaging Channels are Enabling Conversational Services and Experiences.

Customer experience (CX) has become a significant differentiator in driving acquisition, retention and growth—helping to deliver a competitive edge for businesses. In this battle of CX, the driving force giving enterprises the edge is convenience. Case in point, more consumers now prefer to message a business because doing so is convenient and efficient.

In today’s convenience economy, businesses must focus on enabling two-way, inbound and out-bound messaging to satisfy consumer desire to use their favorite digital channels to interact, self-serve, and transact on demand—all without having to speak to someone.

Learn how businesses are successfully using messaging-based automation to champion customer convenience across leading messaging channels—including RCS, Facebook Messenger, WhatsApp—and how their omnichannel approach is driving results. We’ll showcase how these new messaging capabilities are transforming the customer experience across the customer journey and highlight how these interactions become even more powerful through AI-powered personalization.

3Cinteractive, an IMImobile company Jeff Michaud VP Client Strategy 3Cinteractive, an IMImobile company

4:00

4:20
FIRESIDE CHAT Creating a seamless integrated CX and end-to-end customer lifecycle strategy:

How can companies accelerate digital transformation by managing experiences across the customer journey? Understand and map your customer's journey to identify the engagement channels needed to meet consumer expectations. In this session, hear how Jennifer delivers integrated customer experiences, crafts consistent and simultaneous buying support, engages with customers at all stages of the buying journey, and creates a seamless view of the organization.

BlackRock Jennifer Lo Chan Vice President Digital Platforms Marketing, Forbes 30 Under 30 BlackRock

5:00

5:20
MOBILE Driving Deep User Engagement Within Your App

Digital marketing channels drive user acquisition and help you optimize your cost-per-install, but once your users are in the door, how do you drive deep engagement? Only 15% of app installs remain in use after 7 days, and Google's new App Rewards platform can help your app remain in your user’s rotation. This cutting-edge initiative streamlines the process of incentivizing users to take certain actions that matter within your app, such as a user booking a trip and receiving rideshare credits in return. Join an App Rewards expert to learn about how you can drive user engagement and retention and be an early adopter of the future of mobile app technology.

Google Megan Li Product Marketing Manager Google

4:40

5:00
Is your marketing really making a difference? Incrementality and incentives will decide.

How can you be confident your marketing organization and the dollars you're spending on growing your business are set up to maximize potential outcomes and actually make a difference? Enter Incrementality, the holy grail of marketing measurement, that everyone talks about and platforms try to convince you they bring. But without feedback loops and aligned incentives, can you ever be truly confident in your ROI? In this talk, Alex will explore ways to measure incrementality from simple to complex cases.

Grubhub Alex Weinstein SVP of Growth Grubhub

5:40

7:00
Networking Drinks
Hayley Dunn

Hayley Dunn

Head of Strategy
Incite Group

UK: +44 (0) 207 375 7236

Email: hayley@incite-group.com

Pre-order the 2020 event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown