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

Create Personalized and Impactful Digital and Mobile Experiences that Engage

Day One - 7th November 2019

How Product, Digital and Marketing is Changing the Customer Experience
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 Joseph Essas Chief Technology Officer OpenTable

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

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
Reserved

Clevertap

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? 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

10:45

11:15
**Break**
11:15

11:40
CASE STUDY Marketing for Growth Case Study

Moovit Yovav Meydad Chief Growth & Marketing Officer Moovit

11:40

12:00
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

12:00

12:20
TBC

cars.com David Domm Chief Product Officer cars.com

12:20

12:45
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

12:45

01:45
** Lunch **
Impactful Digital & Mobile Experience
Gain a Deeper Customer Understanding
1:45

2:10
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 Anne Yauger AVP, Product Management CarMax

2:10

2:35
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

2:35

3:15
PANEL 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

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

Visible Sugu Dinakaran Chief Product Officer Visible

Carnival Cruise Line 1 Seat Available

3:15

3:40
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

3:40

4:00
**Break**
Create Personalized Digital Product Experiences
4:00

4:20
Available Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Daniel Baker daniel@incite-group.com

4:20

4:45
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

4:45

5:10
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

5:10

5:35
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

5:35

6:00
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.

6:00

7:00
Networking Drinks
Digital & Mobile Growth Marketing
Customer Engagement, Growth and Understanding
1:45

2:10
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

2:10

2:35
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 Gavin Macomber Senior Vice President, Marketing First Orion

2:35

3:15
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

Carnival Cruise Line 1 Seat Available

3:15

3:40
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

3:40

4:00
**Break**
Onboard and activate your digital customers
4:00

4:20
Reserved
3c Interactive
4:20

4:45
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

4:45

5:10
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

Engage and Monetize
5:10

5:35
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

5:35

6:00
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 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, Next Billion Users Google

6:00

7:00
Networking Drinks

Secure your place at the cheapest possible rate!

$100 Early Bird Expires Soon - Register here

Day Two - 8th November 2019

How Product, Digital and Marketing is Changing the Customer Experience
09:00

09:30
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 Eric Chaniot Chief Digital Officer Michelin

09:30

10:00
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

10:00

10:30
FIRESIDE CHAT Fireside Chat with Macy’s Chief Digital Officer

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

10:30

11:00
**Break**
11:00

11:20
PANEL Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Daniel Baker daniel@incite-group.com

11:20

11:45
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

11:45

12:45
**Lunch**
Digital & Mobile Innovation/Tech
Unpack technological trends and understand how these could potentially contribute to your brand
12:45

1:10
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

Carnival Cruise Line NFL

1:10

1:35
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

1:35

2:00
Reserved

Bandwidth

Unpack technological trends and understand how these could potentially contribute to your brand
2:00

2:25
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

2:25

2:50
**Break**
2:50

3:10
Reserved

Applause

3:10

3:35
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

Put in place the right architecture & solution for a cohesive CX
3:35

4:00
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


4:00

4:25
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

Unique Mobile Engagement & Strategy
Understand and analyse your mobile customer

12:45

1:10
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

1:10

1:35
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

1:35

2:00
A Tale of Two Species: Adaptation And Survival in The Mobile Era

As in-app traffic continues to take over the mobile world, partnership managers can't afford to be left behind. But the fear of the complexities of the in-app universe has given rise to specialization that is good in some ways, but really harmful in others. Join this session with General Manager and Growth Technologist, Mike Head, to learn how you can tear down the unnecessary mobile silos and repair your customers' mobile experience.

Takeaways include:

  • Tactics for sending users seamlessly between web and app
  • Breaking down the silos between your mobile and web teams
  • Thinking holistically your customers' mobile experience

Impact Mike Head General Manager, Partnership Cloud Impact

Personalized Mobile Interactions that add Value

2:00

2:25
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.

2:25

2:50
**Break**
2:50

3:10
Reserved

Infobip

3:10

3:35
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



3:35

4:00
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

Roundtable discussion:
4:00

4:25
Interactive Roundtable Discussion

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


IOS VS Android: How should your mobile experiences differ?

In this session we debate whether you should differentiate your mobile strategy to iOS and android users focusing on creating two different user experiences


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

4:25

4:50
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

How Product, Digital and Marketing is Changing the Customer Experience
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 Joseph Essas Chief Technology Officer OpenTable

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

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
Reserved

Clevertap

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? 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

10:45

11:15
**Break**
11:15

11:40
CASE STUDY Marketing for Growth Case Study

Moovit Yovav Meydad Chief Growth & Marketing Officer Moovit

11:40

12:00
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

12:00

12:20
TBC

cars.com David Domm Chief Product Officer cars.com

12:20

12:45
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

12:45

01:45
** Lunch **

Secure your place at the cheapest possible rate!

$100 Early Bird Expires Soon - Register here

How Product, Digital and Marketing is Changing the Customer Experience
09:00

09:30
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 Eric Chaniot Chief Digital Officer Michelin

09:30

10:00
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

10:00

10:30
FIRESIDE CHAT Fireside Chat with Macy’s Chief Digital Officer

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

10:30

11:00
**Break**
11:00

11:20
PANEL Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Daniel Baker daniel@incite-group.com

11:20

11:45
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

11:45

12:45
**Lunch**
4:25

4:50
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 & Mobile Experience
Gain a Deeper Customer Understanding
1:45

2:10
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 Anne Yauger AVP, Product Management CarMax

2:10

2:35
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

2:35

3:15
PANEL 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

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

Visible Sugu Dinakaran Chief Product Officer Visible

Carnival Cruise Line 1 Seat Available

3:15

3:40
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

3:40

4:00
**Break**
Create Personalized Digital Product Experiences
4:00

4:20
Available Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Daniel Baker daniel@incite-group.com

4:20

4:45
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

4:45

5:10
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

5:10

5:35
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

5:35

6:00
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.

6:00

7:00
Networking Drinks
Digital & Mobile Innovation/Tech
Unpack technological trends and understand how these could potentially contribute to your brand
12:45

1:10
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

Carnival Cruise Line NFL

1:10

1:35
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

1:35

2:00
Reserved

Bandwidth

Unpack technological trends and understand how these could potentially contribute to your brand
2:00

2:25
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

2:25

2:50
**Break**
2:50

3:10
Reserved

Applause

3:10

3:35
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

Put in place the right architecture & solution for a cohesive CX
3:35

4:00
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


4:00

4:25
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

Unique Mobile Engagement & Strategy
Understand and analyse your mobile customer

12:45

1:10
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

1:10

1:35
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

1:35

2:00
A Tale of Two Species: Adaptation And Survival in The Mobile Era

As in-app traffic continues to take over the mobile world, partnership managers can't afford to be left behind. But the fear of the complexities of the in-app universe has given rise to specialization that is good in some ways, but really harmful in others. Join this session with General Manager and Growth Technologist, Mike Head, to learn how you can tear down the unnecessary mobile silos and repair your customers' mobile experience.

Takeaways include:

  • Tactics for sending users seamlessly between web and app
  • Breaking down the silos between your mobile and web teams
  • Thinking holistically your customers' mobile experience

Impact Mike Head General Manager, Partnership Cloud Impact

Personalized Mobile Interactions that add Value

2:00

2:25
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.

2:25

2:50
**Break**
2:50

3:10
Reserved

Infobip

3:10

3:35
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



3:35

4:00
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

Roundtable discussion:
4:00

4:25
Interactive Roundtable Discussion

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


IOS VS Android: How should your mobile experiences differ?

In this session we debate whether you should differentiate your mobile strategy to iOS and android users focusing on creating two different user experiences


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

Digital & Mobile Growth Marketing
Customer Engagement, Growth and Understanding
1:45

2:10
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

2:10

2:35
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 Gavin Macomber Senior Vice President, Marketing First Orion

2:35

3:15
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

Carnival Cruise Line 1 Seat Available

3:15

3:40
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

3:40

4:00
**Break**
Onboard and activate your digital customers
4:00

4:20
Reserved
3c Interactive
4:20

4:45
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

4:45

5:10
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

Engage and Monetize
5:10

5:35
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

5:35

6:00
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 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, Next Billion Users Google

6:00

7:00
Networking Drinks
Hayley Dunn

Hayley Dunn

Head of Strategy
Incite Group

UK: +44 (0) 207 375 7236

Email: hayley@incite-group.com

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