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7-8th November, 2019|San Francisco, USA

Create Personalized and Impactful Digital and Mobile Experiences that Engage

2019 will bring together the forward-thinking Digital, Product, Mobile & Marketing Leaders.

With access to 4 themes, choose the topic most relevant to you:

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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

Impactful Digital Experiences
Gain a Deeper Customer Understanding
09:00 - 09:30
PanelCreate 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

Carnival Cruise Line Dave Harris Vice President, Digital Strategy & Customer Experience Carnival Cruise Line

09:30 - 10:00
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 Bank Michael Crawford Vice President, Digital Product Fifth Third Bank

09:30 - 10:00
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 Christopher Kiley Director, Global Cloud, Mobile, Design, Alliances Boeing

09:30 - 10:00
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

Create Personalized Digital Product Experiences
09:30 - 10:00
Case studyCarMax 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 Anne Yauger AVP, Digital Products CarMax

09:00 - 09:30
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

08:30 - 09:00
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.

Company_Name Tim Salau Global Product Marketing Manager, Evangelist WeWork; CEO and Co-founder Guide

09:30 - 10:00
Experiment across your customer touchpoints to optimize their entire journey

Learn to experiment and innovate across your customer journey by embedding feedback loops and capturing customer insights to scale and advance your customers brand interactions

Speaker to be announced

09:30 - 10:00
Become part of your customers lifestyle with 3rd party collaboration to engage consumers outside of your channels

Create micro experiences by reaching out to consumers before they come to you. Hear how brands have collaborated with 3rd parties to identify prospective members and reach them through other channels

Speaker to be announced

Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
09:30 - 10:00
How to evolve in the new ecosystem – Virtual assistants and Voice

This session will discuss how to figure out why or if you need a virtual agent and/or chatbot and how your customers experience can fit within existing platform assistant experiences

Mobile and Connected, NFL Jazz Singh Director of Product Mobile and Connected, NFL

09:30 - 10:00
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 Stephen Kennedy Director - Digital Marketing and Media Domino’s

09:00 - 09:30
Innovate your CX with Emerging Tech

To keep ahead in a rapidly changing ecosystem, you must continuously develop and advance your product strategy with emerging technology to keep up with the engagement your customer desires. This session will delve into how you can innovate through IoT, voice, chat and more

Speaker to be announced

Unpack technological trends and understand how these could potentially contribute to your brand
08:30 - 09:00
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

09:30 - 10:00
Resolve customer friction points and service your customer with chatbots / Virtual Agents

Add to your customer experience by removing friction points through virtual assistants or bots that are trained to engage with the modern-day consumer, identify the most common issues through collaboration with data and service teams

Speaker to be announced

Put in place the right architecture & solution for a cohesive CX
09:30 - 10:00
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

09:30 - 10:00
The Digital Experience Architecture

Ensure you have the right systems in place to bring together data from the entire customer journey, and the processes to action your findings. Hear how to embrace new systems, Always-on approaches and more.

Spotify Zachary Einzig Product, Manager Spotify

09:30 - 10:00
Building a cohesive customer experience

Put in place the right tools to capture customer interactions, remove disjointed steps and ensure customers can interact with your brand in a seamless and consistent manner

Speaker to be announced

09:30 - 10:00
Interactive Roundtable Discussion: Tools and solution sharing

Overwhelmed with technology solutions? With a room full of like-minded senior executives, we will breakout into individual groups for an intimate discussion on building the right tech-stack so we together can learn from the do’s and don’ts

Speaker to be announced

C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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

Impactful Digital Experiences
Gain a Deeper Customer Understanding
09:00 - 09:30
PanelCreate 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

Carnival Cruise Line Dave Harris Vice President, Digital Strategy & Customer Experience Carnival Cruise Line

09:30 - 10:00
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 Bank Michael Crawford Vice President, Digital Product Fifth Third Bank

09:30 - 10:00
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 Christopher Kiley Director, Global Cloud, Mobile, Design, Alliances Boeing

09:30 - 10:00
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

Create Personalized Digital Product Experiences
09:30 - 10:00
Case studyCarMax 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 Anne Yauger AVP, Digital Products CarMax

09:00 - 09:30
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

08:30 - 09:00
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.

Company_Name Tim Salau Global Product Marketing Manager, Evangelist WeWork; CEO and Co-founder Guide

09:30 - 10:00
Experiment across your customer touchpoints to optimize their entire journey

Learn to experiment and innovate across your customer journey by embedding feedback loops and capturing customer insights to scale and advance your customers brand interactions

Speaker to be announced

09:30 - 10:00
Become part of your customers lifestyle with 3rd party collaboration to engage consumers outside of your channels

Create micro experiences by reaching out to consumers before they come to you. Hear how brands have collaborated with 3rd parties to identify prospective members and reach them through other channels

Speaker to be announced

Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
09:30 - 10:00
How to evolve in the new ecosystem – Virtual assistants and Voice

This session will discuss how to figure out why or if you need a virtual agent and/or chatbot and how your customers experience can fit within existing platform assistant experiences

Mobile and Connected, NFL Jazz Singh Director of Product Mobile and Connected, NFL

09:30 - 10:00
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 Stephen Kennedy Director - Digital Marketing and Media Domino’s

09:00 - 09:30
Innovate your CX with Emerging Tech

To keep ahead in a rapidly changing ecosystem, you must continuously develop and advance your product strategy with emerging technology to keep up with the engagement your customer desires. This session will delve into how you can innovate through IoT, voice, chat and more

Speaker to be announced

Unpack technological trends and understand how these could potentially contribute to your brand
08:30 - 09:00
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

09:30 - 10:00
Resolve customer friction points and service your customer with chatbots / Virtual Agents

Add to your customer experience by removing friction points through virtual assistants or bots that are trained to engage with the modern-day consumer, identify the most common issues through collaboration with data and service teams

Speaker to be announced

Put in place the right architecture & solution for a cohesive CX
09:30 - 10:00
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

09:30 - 10:00
The Digital Experience Architecture

Ensure you have the right systems in place to bring together data from the entire customer journey, and the processes to action your findings. Hear how to embrace new systems, Always-on approaches and more.

Spotify Zachary Einzig Product, Manager Spotify

09:30 - 10:00
Building a cohesive customer experience

Put in place the right tools to capture customer interactions, remove disjointed steps and ensure customers can interact with your brand in a seamless and consistent manner

Speaker to be announced

09:30 - 10:00
Interactive Roundtable Discussion: Tools and solution sharing

Overwhelmed with technology solutions? With a room full of like-minded senior executives, we will breakout into individual groups for an intimate discussion on building the right tech-stack so we together can learn from the do’s and don’ts

Speaker to be announced

Unique Mobile Experiences
Understand and analyse your mobile customer
09:00 - 09:30
Mobile analytics and metrics: define and track the right KPIs to improve product engagement

Understand how to delve deeper into customers mobile interactions, identify drop-off points and identify opportunities for improvement. Utilize customer insight and analytics to reposition content, product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

09:30 - 10:00
From reactive to proactive mobile engagement: Put in place the right technology to reimagine your customer engagement

Bring to life and reimagine your app engagement by being one step ahead of your customers. Put in place the right tech stack to enable full flow of live data, location and journey to ensure your messaging across mobile takes them to their next step

IHG Jason Craig Director, Mobile Applications IHG

Personalized Mobile Interactions that add Value
09:30 - 10:00
Creating mobile experiences that matter: Add value to your customers life through mobile

Leverage technology, location-based services, customer interactions and insights to proactively guide and inform your customers of the product they need, before they need them.

mgm_resorts Dan Weis Executive Director Product Management MGM Resorts International

09:30 - 10:00
Create disruptive products and an APP experience that engages customers throughout their entire guest experience

Creating an App that offers value beyond a transaction is critical in order to grow in a crowded App market. Hear how Hilton is innovating their guests mobile experience through digital check in, key, checkout, messaging and how they are bridging the gap between offline and online to provide the ultimate product experience.

Hilton Dana Shefsky Sr Director, Enterprise Product Hilton

09:30 - 10:00
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 Anshu Bhardwaj VP Product Sam’s Club

09:30 - 10:00
Create personalised mobile notifications at the right time to capture customers at key moments

Learn how to identify the points throughout the customer journey in which notifications can be smartly used to trigger a positive reaction and how brand are creatively using notifications to sell

Speaker to be announced

Mobile architecture and strategy
09:30 - 10:00
Native vs Hybrid vs PWA mobile apps and which is best for which use case?

When deciding to build your app as either a web, native or hybrid app, there are a variety of factors you need to consider. This session will examine all three approaches to development, outlining the advantages and disadvantages of each and how brands are applying these in practice

Speaker to be announced

09:30 - 10:00
Creating one scaled mobile platform

Build one scaled platform to consolidate multiple applications into one experience. How to move away from micro-site thinking to understanding where the customer came from and where they will transition through different applications

Speaker to be announced

C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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

Unique Mobile Experiences
Understand and analyse your mobile customer
09:00 - 09:30
Mobile analytics and metrics: define and track the right KPIs to improve product engagement

Understand how to delve deeper into customers mobile interactions, identify drop-off points and identify opportunities for improvement. Utilize customer insight and analytics to reposition content, product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

09:30 - 10:00
From reactive to proactive mobile engagement: Put in place the right technology to reimagine your customer engagement

Bring to life and reimagine your app engagement by being one step ahead of your customers. Put in place the right tech stack to enable full flow of live data, location and journey to ensure your messaging across mobile takes them to their next step

IHG Jason Craig Director, Mobile Applications IHG

Personalized Mobile Interactions that add Value
09:30 - 10:00
Creating mobile experiences that matter: Add value to your customers life through mobile

Leverage technology, location-based services, customer interactions and insights to proactively guide and inform your customers of the product they need, before they need them.

mgm_resorts Dan Weis Executive Director Product Management MGM Resorts International

09:30 - 10:00
Create disruptive products and an APP experience that engages customers throughout their entire guest experience

Creating an App that offers value beyond a transaction is critical in order to grow in a crowded App market. Hear how Hilton is innovating their guests mobile experience through digital check in, key, checkout, messaging and how they are bridging the gap between offline and online to provide the ultimate product experience.

Hilton Dana Shefsky Sr Director, Enterprise Product Hilton

09:30 - 10:00
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 Anshu Bhardwaj VP Product Sam’s Club

09:30 - 10:00
Create personalised mobile notifications at the right time to capture customers at key moments

Learn how to identify the points throughout the customer journey in which notifications can be smartly used to trigger a positive reaction and how brand are creatively using notifications to sell

Speaker to be announced

Mobile architecture and strategy
09:30 - 10:00
Native vs Hybrid vs PWA mobile apps and which is best for which use case?

When deciding to build your app as either a web, native or hybrid app, there are a variety of factors you need to consider. This session will examine all three approaches to development, outlining the advantages and disadvantages of each and how brands are applying these in practice

Speaker to be announced

09:30 - 10:00
Creating one scaled mobile platform

Build one scaled platform to consolidate multiple applications into one experience. How to move away from micro-site thinking to understanding where the customer came from and where they will transition through different applications

Speaker to be announced

Digital & Mobile Growth Marketing
Capture customer insights, understand performance and spot opportunities
09:30 - 10:00
PanelUnderstanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

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

09:30 - 10:00
Extract customer insights with the right growth stack

Integrate the right technology to help accelerate your growth engagement from CRM, to retargeting to Insight driven marketing tools. Put in place the right tech stack and analyse this data to map the engagement journey.

Speaker to be announced

08:30 - 09:00
Understanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

Speaker to be announced

08:30 - 09:00
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

Onboard and activate your digital customers
09:30 - 10:00
Onboard and Activate customers through real-time analytics user insights

Increase brand awareness of your digital product by utilizing analytics to identify members who don’t engage and how to provide personalized solutions to increase performance

Caesars Entertainment Henry Kim Senior Director, Digital Audience Strategy Caesars Entertainment

09:30 - 10:00
Getting your customer from chore to explore: Design a shopping experience that simplifies the routine and leaves room for inspiration

In the limited time that your customer has for doing their online shopping, how do you identify and solve for the routine tasks and information they need to fill a basket, leaving more time for more discovery and inspiration. We will address how to profile your customer, track their shopping routine and figure out how to create a more personalized customer experience

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

09:30 - 10:00
Mobile Hyper-Personalization: Create customer-driven engagement that gives your user valuable, relevant and timely product solutions

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

Engage and Monetize
09:30 - 10:00
Engage Customers with the right product content at the right time to drive new revenue opportunities

Ensure your content and messaging is consistent across platform and accessible no matter what device your customer interacts with. Understand your consumer needs and surface the right information to them at the right point of contact, upselling based on behaviours and driving new revenue opportunities

Albertsons Companies Colleen Wortham VP Marketing & Loyalty Operations Albertsons Companies

09:30 - 10:00
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 Engagement 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 Engagement 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 Erika Wool Head of Partnerships, Next Billion Users Google

09:30 - 10:00
Mobile Mobile: From Discovery to Regular user

Discuss ways to optimise across the user journey from discovery, install, first-user experience and onboarding flows to nurturing new users to regular users through notifications, emails and in-app messaging.

09:30 - 10:00
Mobile Personalized Mobile Marketing Engagement – upsell

Take a deeper level of understanding who your customer is, their profile, behaviours, interests, persona’s and marry that with the right products to help upsell through targeted marketing engagement

C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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

Digital & Mobile Growth Marketing
Capture customer insights, understand performance and spot opportunities
09:30 - 10:00
PanelUnderstanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

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

09:30 - 10:00
Extract customer insights with the right growth stack

Integrate the right technology to help accelerate your growth engagement from CRM, to retargeting to Insight driven marketing tools. Put in place the right tech stack and analyse this data to map the engagement journey.

Speaker to be announced

08:30 - 09:00
Understanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

Speaker to be announced

08:30 - 09:00
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

Onboard and activate your digital customers
09:30 - 10:00
Onboard and Activate customers through real-time analytics user insights

Increase brand awareness of your digital product by utilizing analytics to identify members who don’t engage and how to provide personalized solutions to increase performance

Caesars Entertainment Henry Kim Senior Director, Digital Audience Strategy Caesars Entertainment

09:30 - 10:00
Getting your customer from chore to explore: Design a shopping experience that simplifies the routine and leaves room for inspiration

In the limited time that your customer has for doing their online shopping, how do you identify and solve for the routine tasks and information they need to fill a basket, leaving more time for more discovery and inspiration. We will address how to profile your customer, track their shopping routine and figure out how to create a more personalized customer experience

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

09:30 - 10:00
Mobile Hyper-Personalization: Create customer-driven engagement that gives your user valuable, relevant and timely product solutions

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

Engage and Monetize
09:30 - 10:00
Engage Customers with the right product content at the right time to drive new revenue opportunities

Ensure your content and messaging is consistent across platform and accessible no matter what device your customer interacts with. Understand your consumer needs and surface the right information to them at the right point of contact, upselling based on behaviours and driving new revenue opportunities

Albertsons Companies Colleen Wortham VP Marketing & Loyalty Operations Albertsons Companies

09:30 - 10:00
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 Engagement 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 Engagement 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 Erika Wool Head of Partnerships, Next Billion Users Google

09:30 - 10:00
Mobile Mobile: From Discovery to Regular user

Discuss ways to optimise across the user journey from discovery, install, first-user experience and onboarding flows to nurturing new users to regular users through notifications, emails and in-app messaging.

09:30 - 10:00
Mobile Personalized Mobile Marketing Engagement – upsell

Take a deeper level of understanding who your customer is, their profile, behaviours, interests, persona’s and marry that with the right products to help upsell through targeted marketing engagement

C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Impactful Digital Experiences
Gain a Deeper Customer Understanding
09:00 - 09:30
PanelCreate 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

Carnival Cruise Line Dave Harris Vice President, Digital Strategy & Customer Experience Carnival Cruise Line

09:30 - 10:00
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 Bank Michael Crawford Vice President, Digital Product Fifth Third Bank

09:30 - 10:00
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 Christopher Kiley Director, Global Cloud, Mobile, Design, Alliances Boeing

09:30 - 10:00
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

Create Personalized Digital Product Experiences
09:30 - 10:00
Case studyCarMax 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 Anne Yauger AVP, Digital Products CarMax

09:00 - 09:30
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

08:30 - 09:00
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.

Company_Name Tim Salau Global Product Marketing Manager, Evangelist WeWork; CEO and Co-founder Guide

09:30 - 10:00
Experiment across your customer touchpoints to optimize their entire journey

Learn to experiment and innovate across your customer journey by embedding feedback loops and capturing customer insights to scale and advance your customers brand interactions

Speaker to be announced

09:30 - 10:00
Become part of your customers lifestyle with 3rd party collaboration to engage consumers outside of your channels

Create micro experiences by reaching out to consumers before they come to you. Hear how brands have collaborated with 3rd parties to identify prospective members and reach them through other channels

Speaker to be announced

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
09:30 - 10:00
How to evolve in the new ecosystem – Virtual assistants and Voice

This session will discuss how to figure out why or if you need a virtual agent and/or chatbot and how your customers experience can fit within existing platform assistant experiences

Mobile and Connected, NFL Jazz Singh Director of Product Mobile and Connected, NFL

09:30 - 10:00
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 Stephen Kennedy Director - Digital Marketing and Media Domino’s

09:00 - 09:30
Innovate your CX with Emerging Tech

To keep ahead in a rapidly changing ecosystem, you must continuously develop and advance your product strategy with emerging technology to keep up with the engagement your customer desires. This session will delve into how you can innovate through IoT, voice, chat and more

Speaker to be announced

Unpack technological trends and understand how these could potentially contribute to your brand
08:30 - 09:00
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

09:30 - 10:00
Resolve customer friction points and service your customer with chatbots / Virtual Agents

Add to your customer experience by removing friction points through virtual assistants or bots that are trained to engage with the modern-day consumer, identify the most common issues through collaboration with data and service teams

Speaker to be announced

Put in place the right architecture & solution for a cohesive CX
09:30 - 10:00
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

09:30 - 10:00
The Digital Experience Architecture

Ensure you have the right systems in place to bring together data from the entire customer journey, and the processes to action your findings. Hear how to embrace new systems, Always-on approaches and more.

Spotify Zachary Einzig Product, Manager Spotify

09:30 - 10:00
Building a cohesive customer experience

Put in place the right tools to capture customer interactions, remove disjointed steps and ensure customers can interact with your brand in a seamless and consistent manner

Speaker to be announced

09:30 - 10:00
Interactive Roundtable Discussion: Tools and solution sharing

Overwhelmed with technology solutions? With a room full of like-minded senior executives, we will breakout into individual groups for an intimate discussion on building the right tech-stack so we together can learn from the do’s and don’ts

Speaker to be announced

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Unique Mobile Experiences
Understand and analyse your mobile customer
09:00 - 09:30
Mobile analytics and metrics: define and track the right KPIs to improve product engagement

Understand how to delve deeper into customers mobile interactions, identify drop-off points and identify opportunities for improvement. Utilize customer insight and analytics to reposition content, product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

09:30 - 10:00
From reactive to proactive mobile engagement: Put in place the right technology to reimagine your customer engagement

Bring to life and reimagine your app engagement by being one step ahead of your customers. Put in place the right tech stack to enable full flow of live data, location and journey to ensure your messaging across mobile takes them to their next step

IHG Jason Craig Director, Mobile Applications IHG

Personalized Mobile Interactions that add Value
09:30 - 10:00
Creating mobile experiences that matter: Add value to your customers life through mobile

Leverage technology, location-based services, customer interactions and insights to proactively guide and inform your customers of the product they need, before they need them.

mgm_resorts Dan Weis Executive Director Product Management MGM Resorts International

09:30 - 10:00
Create disruptive products and an APP experience that engages customers throughout their entire guest experience

Creating an App that offers value beyond a transaction is critical in order to grow in a crowded App market. Hear how Hilton is innovating their guests mobile experience through digital check in, key, checkout, messaging and how they are bridging the gap between offline and online to provide the ultimate product experience.

Hilton Dana Shefsky Sr Director, Enterprise Product Hilton

09:30 - 10:00
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 Anshu Bhardwaj VP Product Sam’s Club

09:30 - 10:00
Create personalised mobile notifications at the right time to capture customers at key moments

Learn how to identify the points throughout the customer journey in which notifications can be smartly used to trigger a positive reaction and how brand are creatively using notifications to sell

Speaker to be announced

Mobile architecture and strategy
09:30 - 10:00
Native vs Hybrid vs PWA mobile apps and which is best for which use case?

When deciding to build your app as either a web, native or hybrid app, there are a variety of factors you need to consider. This session will examine all three approaches to development, outlining the advantages and disadvantages of each and how brands are applying these in practice

Speaker to be announced

09:30 - 10:00
Creating one scaled mobile platform

Build one scaled platform to consolidate multiple applications into one experience. How to move away from micro-site thinking to understanding where the customer came from and where they will transition through different applications

Speaker to be announced

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Digital & Mobile Growth Marketing
Capture customer insights, understand performance and spot opportunities
09:30 - 10:00
PanelUnderstanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

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

09:30 - 10:00
Extract customer insights with the right growth stack

Integrate the right technology to help accelerate your growth engagement from CRM, to retargeting to Insight driven marketing tools. Put in place the right tech stack and analyse this data to map the engagement journey.

Speaker to be announced

08:30 - 09:00
Understanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

Speaker to be announced

08:30 - 09:00
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

Onboard and activate your digital customers
09:30 - 10:00
Onboard and Activate customers through real-time analytics user insights

Increase brand awareness of your digital product by utilizing analytics to identify members who don’t engage and how to provide personalized solutions to increase performance

Caesars Entertainment Henry Kim Senior Director, Digital Audience Strategy Caesars Entertainment

09:30 - 10:00
Getting your customer from chore to explore: Design a shopping experience that simplifies the routine and leaves room for inspiration

In the limited time that your customer has for doing their online shopping, how do you identify and solve for the routine tasks and information they need to fill a basket, leaving more time for more discovery and inspiration. We will address how to profile your customer, track their shopping routine and figure out how to create a more personalized customer experience

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

09:30 - 10:00
Mobile Hyper-Personalization: Create customer-driven engagement that gives your user valuable, relevant and timely product solutions

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

Engage and Monetize
09:30 - 10:00
Engage Customers with the right product content at the right time to drive new revenue opportunities

Ensure your content and messaging is consistent across platform and accessible no matter what device your customer interacts with. Understand your consumer needs and surface the right information to them at the right point of contact, upselling based on behaviours and driving new revenue opportunities

Albertsons Companies Colleen Wortham VP Marketing & Loyalty Operations Albertsons Companies

09:30 - 10:00
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 Engagement 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 Engagement 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 Erika Wool Head of Partnerships, Next Billion Users Google

09:30 - 10:00
Mobile Mobile: From Discovery to Regular user

Discuss ways to optimise across the user journey from discovery, install, first-user experience and onboarding flows to nurturing new users to regular users through notifications, emails and in-app messaging.

09:30 - 10:00
Mobile Personalized Mobile Marketing Engagement – upsell

Take a deeper level of understanding who your customer is, their profile, behaviours, interests, persona’s and marry that with the right products to help upsell through targeted marketing engagement

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

C-Suite Opening: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

08:30 - 09:00
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? Three key ways -- by creating a mobile experience that is contextually relevant, offers customer convenience and is inherently socially connected.

Groupon Sarah Butterfass Chief Product Officer Groupon

08:30 - 09:00
Fireside Chat with Macy’s Chief Digital OfficerInnovative Digital Experiences

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

08:30 - 09:00
Case StudyMarketing for Growth Case Study

Logo Yovav Meydad Chief Growth & Marketing Officer Moovit

08:30 - 09:00
The age of the consumer: How customer communication is changing

Broadridge’s Chief Digital Officer will set the future off communications between your brand and consumer. In this keynote session, Robert will explore the digital strategy of the future from leveraging new technology and services

Logo Rob Krugman Chief Digital Officer Broadridge

08:30 - 09:00
TBC

Logo David Domm Chief Product Officer cars.com

08:30 - 09:00
PanelCreate 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

OpenTable Joseph Essas Chief Technology Officer OpenTable

Box Jeetu Patel Chief Product Officer Box

michelin Eric Chaniot Chief Digital Officer Michelin

09:30 - 10:00
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



C-Suite Closing: How Product, Digital and Marketing is Changing the Customer Experience
08:30 - 09:00
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

Snag Rob Huddleston Head of Branded Experiences Snag

Impactful Digital Experiences
Gain a Deeper Customer Understanding
09:00 - 09:30
PanelCreate 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

Carnival Cruise Line Dave Harris Vice President, Digital Strategy & Customer Experience Carnival Cruise Line

09:30 - 10:00
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 Bank Michael Crawford Vice President, Digital Product Fifth Third Bank

09:30 - 10:00
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 Christopher Kiley Director, Global Cloud, Mobile, Design, Alliances Boeing

09:30 - 10:00
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

Create Personalized Digital Product Experiences
09:30 - 10:00
Case studyCarMax 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 Anne Yauger AVP, Digital Products CarMax

09:00 - 09:30
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

08:30 - 09:00
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.

Company_Name Tim Salau Global Product Marketing Manager, Evangelist WeWork; CEO and Co-founder Guide

09:30 - 10:00
Experiment across your customer touchpoints to optimize their entire journey

Learn to experiment and innovate across your customer journey by embedding feedback loops and capturing customer insights to scale and advance your customers brand interactions

Speaker to be announced

09:30 - 10:00
Become part of your customers lifestyle with 3rd party collaboration to engage consumers outside of your channels

Create micro experiences by reaching out to consumers before they come to you. Hear how brands have collaborated with 3rd parties to identify prospective members and reach them through other channels

Speaker to be announced

Digital Innovation & Technology
Unpack technological trends and understand how these could potentially contribute to your brand
09:30 - 10:00
How to evolve in the new ecosystem – Virtual assistants and Voice

This session will discuss how to figure out why or if you need a virtual agent and/or chatbot and how your customers experience can fit within existing platform assistant experiences

Mobile and Connected, NFL Jazz Singh Director of Product Mobile and Connected, NFL

09:30 - 10:00
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 Stephen Kennedy Director - Digital Marketing and Media Domino’s

09:00 - 09:30
Innovate your CX with Emerging Tech

To keep ahead in a rapidly changing ecosystem, you must continuously develop and advance your product strategy with emerging technology to keep up with the engagement your customer desires. This session will delve into how you can innovate through IoT, voice, chat and more

Speaker to be announced

Unpack technological trends and understand how these could potentially contribute to your brand
08:30 - 09:00
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

09:30 - 10:00
Resolve customer friction points and service your customer with chatbots / Virtual Agents

Add to your customer experience by removing friction points through virtual assistants or bots that are trained to engage with the modern-day consumer, identify the most common issues through collaboration with data and service teams

Speaker to be announced

Put in place the right architecture & solution for a cohesive CX
09:30 - 10:00
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

09:30 - 10:00
The Digital Experience Architecture

Ensure you have the right systems in place to bring together data from the entire customer journey, and the processes to action your findings. Hear how to embrace new systems, Always-on approaches and more.

Spotify Zachary Einzig Product, Manager Spotify

09:30 - 10:00
Building a cohesive customer experience

Put in place the right tools to capture customer interactions, remove disjointed steps and ensure customers can interact with your brand in a seamless and consistent manner

Speaker to be announced

09:30 - 10:00
Interactive Roundtable Discussion: Tools and solution sharing

Overwhelmed with technology solutions? With a room full of like-minded senior executives, we will breakout into individual groups for an intimate discussion on building the right tech-stack so we together can learn from the do’s and don’ts

Speaker to be announced

Unique Mobile Experiences
Understand and analyse your mobile customer
09:00 - 09:30
Mobile analytics and metrics: define and track the right KPIs to improve product engagement

Understand how to delve deeper into customers mobile interactions, identify drop-off points and identify opportunities for improvement. Utilize customer insight and analytics to reposition content, product features and service for improved retention.

Wyze Labs Mark Tan Director of Product Wyze Labs

09:30 - 10:00
From reactive to proactive mobile engagement: Put in place the right technology to reimagine your customer engagement

Bring to life and reimagine your app engagement by being one step ahead of your customers. Put in place the right tech stack to enable full flow of live data, location and journey to ensure your messaging across mobile takes them to their next step

IHG Jason Craig Director, Mobile Applications IHG

Personalized Mobile Interactions that add Value
09:30 - 10:00
Creating mobile experiences that matter: Add value to your customers life through mobile

Leverage technology, location-based services, customer interactions and insights to proactively guide and inform your customers of the product they need, before they need them.

mgm_resorts Dan Weis Executive Director Product Management MGM Resorts International

09:30 - 10:00
Create disruptive products and an APP experience that engages customers throughout their entire guest experience

Creating an App that offers value beyond a transaction is critical in order to grow in a crowded App market. Hear how Hilton is innovating their guests mobile experience through digital check in, key, checkout, messaging and how they are bridging the gap between offline and online to provide the ultimate product experience.

Hilton Dana Shefsky Sr Director, Enterprise Product Hilton

09:30 - 10:00
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 Anshu Bhardwaj VP Product Sam’s Club

09:30 - 10:00
Create personalised mobile notifications at the right time to capture customers at key moments

Learn how to identify the points throughout the customer journey in which notifications can be smartly used to trigger a positive reaction and how brand are creatively using notifications to sell

Speaker to be announced

Mobile architecture and strategy
09:30 - 10:00
Native vs Hybrid vs PWA mobile apps and which is best for which use case?

When deciding to build your app as either a web, native or hybrid app, there are a variety of factors you need to consider. This session will examine all three approaches to development, outlining the advantages and disadvantages of each and how brands are applying these in practice

Speaker to be announced

09:30 - 10:00
Creating one scaled mobile platform

Build one scaled platform to consolidate multiple applications into one experience. How to move away from micro-site thinking to understanding where the customer came from and where they will transition through different applications

Speaker to be announced

Digital & Mobile Growth Marketing
Capture customer insights, understand performance and spot opportunities
09:30 - 10:00
PanelUnderstanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

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

09:30 - 10:00
Extract customer insights with the right growth stack

Integrate the right technology to help accelerate your growth engagement from CRM, to retargeting to Insight driven marketing tools. Put in place the right tech stack and analyse this data to map the engagement journey.

Speaker to be announced

08:30 - 09:00
Understanding your user journey with analytics

Map out your customer journey from discovery to conversion and download. Understand interactions more deeply using analytics and identify points of the journey to reengage

Speaker to be announced

08:30 - 09:00
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

Onboard and activate your digital customers
09:30 - 10:00
Onboard and Activate customers through real-time analytics user insights

Increase brand awareness of your digital product by utilizing analytics to identify members who don’t engage and how to provide personalized solutions to increase performance

Caesars Entertainment Henry Kim Senior Director, Digital Audience Strategy Caesars Entertainment

09:30 - 10:00
Getting your customer from chore to explore: Design a shopping experience that simplifies the routine and leaves room for inspiration

In the limited time that your customer has for doing their online shopping, how do you identify and solve for the routine tasks and information they need to fill a basket, leaving more time for more discovery and inspiration. We will address how to profile your customer, track their shopping routine and figure out how to create a more personalized customer experience

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

09:30 - 10:00
Mobile Hyper-Personalization: Create customer-driven engagement that gives your user valuable, relevant and timely product solutions

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

Engage and Monetize
09:30 - 10:00
Engage Customers with the right product content at the right time to drive new revenue opportunities

Ensure your content and messaging is consistent across platform and accessible no matter what device your customer interacts with. Understand your consumer needs and surface the right information to them at the right point of contact, upselling based on behaviours and driving new revenue opportunities

Albertsons Companies Colleen Wortham VP Marketing & Loyalty Operations Albertsons Companies

09:30 - 10:00
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 Engagement 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 Engagement 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 Erika Wool Head of Partnerships, Next Billion Users Google

09:30 - 10:00
Mobile Mobile: From Discovery to Regular user

Discuss ways to optimise across the user journey from discovery, install, first-user experience and onboarding flows to nurturing new users to regular users through notifications, emails and in-app messaging.

09:30 - 10:00
Mobile Personalized Mobile Marketing Engagement – upsell

Take a deeper level of understanding who your customer is, their profile, behaviours, interests, persona’s and marry that with the right products to help upsell through targeted marketing engagement

Hayley Dunn

Hayley Dunn

Head of Strategy
Incite Group

UK: +44 (0) 207 375 7236

Email: hayley@incite-group.com

Download the detailed event brochure

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