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

A selection of the innovators who spoke in 2019


2019 C-Suite Keynote Leaders

Miles Skorpen

Head of Consumer & Marketplace Products

Miles Skorpen , OpenTable

Jill Ramsey

Chief Product and Digital Revenue Officer

Jill Ramsey , Macy's

Donald Chesnut

Chief Experience Officer

Donald Chesnut , Mastercard

Yovav Meydad

Chief Growth & Marketing Officer

Yovav Meydad , Moovit

Sarah Butterfass

Chief Product Officer

Sarah Butterfass , Groupon

Anthony Reyes

Director of Digital Strategy

Anthony Reyes , Michelin

Chris Satchell

Chief Technology Officer

Chris Satchell , Zume Inc

Jeetu Patel

Chief Product Officer

Jeetu Patel , Box

Robert Krugman

Chief Digital Officer

Robert Krugman , Broadridge Financial

Jascha Kaykas-Wolff

Chief Marketing Officer

Jascha Kaykas-Wolff , Mozilla

David Domm

Chief Product Officer

David Domm , cars.com

Robi Ganguly

CEO and Co-Founder

Robi Ganguly , Apptentive

Jay Schneider

Senior Vice President, Digital

Jay Schneider , Royal Caribbean Cruises Ltd.

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

2019 Innovators

Travis Bogard

SVP, Head of Product

Travis Bogard , Samsung NEXT

Mark Tan

Director of Product

Mark Tan , Wyze Labs

Bryan Ennis

VP of Product

Bryan Ennis , CarMax

Ann Yauger

AVP, Product Management

Ann Yauger , CarMax

Alex Weinstein

SVP of Growth

Alex Weinstein , Grubhub

Muhammad Rehman

Vice President, Product Management

Muhammad Rehman , Verizon

Eliza Ollinger

Sr. Director Product Management

Eliza Ollinger , Papa Johns

Anne Mercogliano

VP of Customer Experience and Growth

Anne Mercogliano , Good Eggs

Mike Crawford

Vice President and Senior Manager Digital Product

Mike Crawford , Fifth Third Bancorp

Jason Craig

Director, Mobile Applications

Jason Craig , IHG

Rob Huddleston

UX Design Director

Rob Huddleston , Capital One

Tim Salau, Future of Work

Global Product Marketing Manager, Evangelist

Tim Salau, Future of Work , The We Company;
& Co-founder, Guide

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Dana Shefsky

Sr Director, Enterprise Product

Dana Shefsky , Hilton

Megan Li

Product Marketing Manager

Megan Li , Google

Christopher Kiley

Director of Global Design, Services, & Partnerships

Christopher Kiley , Boeing Digital Solutions & Analytics

Laura Jones

Director of Product Marketing

Laura Jones , Uber

Hai Habot

Sr. Director of Incubation and Growth

Hai Habot , StubHub

Matt Katz

Head of Customer Success

Matt Katz , Localytics

Genevieve Owyang

Mobile Marketing Director

Genevieve Owyang , Realtor.com

Vipul Govil

Director of Product Management

Vipul Govil , Sam’s Club (Walmart eCommerce)

Christopher Thomas-Moore

VP of Global eCommerce and Digital Marketing

Christopher Thomas-Moore , Domino’s

Jennifer Lo Chan

Vice President Digital Platforms Marketing, Forbes 30 Under 30

Jennifer Lo Chan , BlackRock

Beth Murphy

Global Head of Acquisition

Beth Murphy , Amazon Music

Sarkis Kalashian

VP of Product

Sarkis Kalashian , American Express

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Tim Klauda

Vice President of Product, Digital Experience

Tim Klauda , Royal Caribbean Cruises Ltd.

Zachary Einzig

Product, Manager

Zachary Einzig , Spotify

Craig Dunn

Chief Operating Officer

Craig Dunn , First Orion

Blaine Smith

VP of Sales, West

Blaine Smith , Impact

Russ Freyman

Head of Mobile UX

Russ Freyman , Google

Sugu Dinakaran

Chief Product Officer

Sugu Dinakaran , Visible

Ning Gao

AD, Optimization & Personalization

Ning Gao , Verizon

Jeremy Callahan

CTO & Co-Founder

Jeremy Callahan , Golf BPM

Div Manickam

Director of Portfolio Messaging (Product, Industry, and Solutions)

Div Manickam , Dell Boomi

Nitin T Bhat

Senior Director Product

Nitin T Bhat , Smartsheet

Jeff Michaud

VP Client Strategy

Jeff Michaud , 3Cinteractive, an IMImobile company

Brian Border

Head of Marketing

Brian Border , Education.com

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Inge De Bleecker

Senior Director of User Experience

Inge De Bleecker , Applause

Charles Orlando

Head of Global Communications and Brand

Charles Orlando , CleverTap

Brad Roldan

VP Product, A2P Messaging

Brad Roldan , Bandwidth

Michael Dupuis

Director of Business Development

Michael Dupuis , DockYard

Gina Michnowicz

CEO, Executive Creative Director

Gina Michnowicz , The Craftsman Agency

Yardley Pohl

Advisor, Investor, and Consultant, Board Member and Co-Founder

Yardley Pohl , Women In Product

Greg Stuart

CEO

Greg Stuart , Mobile Marketing Association

Sabrina Farmer

VP, Engineering Site Reliability (SRE)

Sabrina Farmer , Google

Dev Patel

Director of Strategic Growth

Dev Patel , Infobip

Abhinav Gupta

VP of Product Delivery

Abhinav Gupta , Western Union

Michael J. Becker

Managing Partner

Michael J. Becker , Identity Praxis, Inc.

Ann Yauger Bryan Ennis

Ann Yauger

AVP, Digital Products,
CarMax

Bryan Ennis

VP of Product,
CarMax

Read more

Incite Group: For 2019 Incite Group has made a bold statement ‘Customer First. Digital Second’ what are your thoughts on products role to leverage the voice of the customer to build impactful product experiences?

CarMax: One of CarMax’s core values is “We Put People First,” and we believe the only way to create a differentiated and impactful customer experience is to see this experience from the perspective of the customer. The voice of the customer is central to everything we create.

 

 

While technology is a prominent enabler of customer experience in today’s digital world, innovative solutions don’t always involve technology. In many cases, we need to look beyond digital for the best solution to meet customer needs. Customers who are shopping for a large, complicated or emotionally-driven purchase (a car is all these things!) are often looking for a real human connection in addition to an enabling digital experience.

 

Ultimately, I believe that Product’s role is to discover, validate and build the iconic experiences that truly solve customer problems -- whether they are digital, physical or a combination of the two. – Ann Yauger

Incite Group: For 2019, we have identified the importance of building impactful experiences that add value to consumers lives beyond a transaction – what are your thoughts on this?

CarMax: The car buying transaction is an inherently complex and emotional experience – this is the second largest purchase most of us ever make, after a home. Knowing this about our customers’ journey, we focus on enabling our customers digitally alongside building a relationship with the customer that transcends the transaction.

 

For example, the center point of CarMax’s new omnichannel experience (which allows the customer to do as much or as little of the car buying process from home as they’d like) is our customer check out process we call the customer hub. The customer hub allows customers to take control of their shopping experience and progress digitally. Customers can see all the steps they’ve taken, whether that’s saving their favorite vehicles, getting prequalified for financing, or receiving an offer on their existing vehicle. Most importantly, the hub allows customers to easily seek out help from a CarMax consultant when and how the customer prefers (through text, e-mail or a phone call). CarMax consultants also have visibility to the hub, which enables us to know exactly where the customer is on their shopping journey and provide customized support. As we continue to build and evolve this product, our goal is to enable customers digitally, while continuing to build the relationship that’s critical to the experience transcending the transaction. – Bryan Ennis

Incite Group: What new technologies or trends do you see impacting digital product and the wider industry this year?

CarMax: Technology advancements, particularly in areas like AI and machine learning, are allowing ideas that have been percolating over the last few years to finally come to reality. We’re focused on leveraging all these technologies to deliver a digital experience that feels – and is – uniquely human.

 

CarMax product teams have found success in leveraging machine-learning recommendations to enable the customer’s search process and deliver personalized, real-time recommendations.

 

The vast majority of our customers start their car search online, and we have approximately 50,000 vehicles for them to search and find “the one.” We’ve worked to organize our data on the cloud, and democratized the data by making it accessible to product teams and the data science organization. We developed a machine learning algorithm that is based on collaborative filtering which uses our vast proprietary data set of millions of car page based views. Now, CarMax generates 50 million recommendations every day that help customers narrow and curate their car search. – Bryan Ennis

Incite Group: As consumers engage across multiple channels, mobile remains a critical customer touchpoint. How are you differing your mobile experience for 2019?

CarMax: The future of mobile is as much about designing for attention as it is for screen size. We’re no longer designing just for ease of use across platforms but designing to enable customers to progress on their customer journey with the appropriate level of immersion. Mobile has also forever changed the way customers pursue answers, so we’re focused on building a mobile experience that delivers the exact solution the customer is looking for, when and where they are looking for it (whether that’s through a search engine, voice, text, chat bot, native app, etc.). – Bryan Ennis

Incite Group: What is your main goal for 2019? And how are you going to get there?

CarMax: This is the year we give our customers the ultimate control over shopping for a car on their terms. In December 2018, CarMax launched our new customer-driven omni-channel buying experience in Atlanta, giving customers the choice as to how they want to buy a car – from home, in-store or a seamless integration of the two. We are now scaling nationwide and anticipate having the omni channel experience to the majority of CarMax customers by February 2020.

Our product teams are particularly focused on the transition between online and in-store to make it as smooth and frictionless as possible. Customers don’t want to engage with just one channel – they want to be able to walk into our 200+ stores and expect our associates to be able to pick up exactly where they left off online. Our product teams are working to enable that. – Bryan Ennis

Incite Group: How do you see product’s role changing in the foreseeable future?

CarMax: Nothing in this world is slowing down. The pace of technology, innovation and customer expectations continue to accelerate at unprecedented rates, and it’s becoming increasingly challenging for companies to keep up. To press ahead of customer needs, our product teams will expand beyond problem solving and master the art of problem forecasting. They will move beyond improving the customer experience of today and focus on the next wave of innovations that drive the business strategy of the future. – Ann Yauger

Incite Group: Customer Journey Mapping is being spoken about more and more, what changes are you making to understand your customer more deeply and integrate these findings into your product strategy?

CarMax: We view customers not just as consumers of our tools, but drivers of our future product innovations. Customer Journey Mapping is something CarMax has been doing on both a micro and macro level for a long time. Our strategy is centered heavily around service design and examining every aspect of the customer journey. For most people, the car buying journey can carry a lot of emotional weight. In order to understand our customers on a deeper level, we’ve shifted our focus to identifying and solving for the “moments that matter” – those emotional peaks and valleys along the way that truly define the customers’ experience. Our product teams work to uncover our customers’ problem spaces by observing and talking with customers in natural context, when they are actively engaged in shopping for a car. Then, we prioritize getting those moments right. Through this process, we’ve also discovered the importance of not only mapping the customer journey, but also the associate journey in interacting with the customer.

To truly invest in understanding our customers more deeply across all of our product teams, we’ve established a discovery coaching practice, where a dedicated discovery coach works alongside product teams to help them level-up their discovery skills and accelerate their customer learnings. Our discovery coaches have been particularly effective in helping teams avoid the easiest thing to do – and the hardest habit to break – falling in love with our own ideas. – Ann Yauger

Incite Group: What advice would you give to brands trying to accelerate their digital product initiatives?

CarMax: Start by taking a look at your company culture. Are your teams siloed? Is your leadership review process causing delays? Do your associates not have a voice? Are you too focused on perfection? If you’re answering ‘yes’ to any of these questions, it’s likely time to take a step back and identify where culture is holding you back.

 

In order to accelerate digital product initiatives, or any initiatives for that matter, there needs to be a company-wide cultural shift. At CarMax, our associates are given the opportunity to think freely and creatively. All product teams are co-located and, rather than being held to rigid agendas, leadership provides strategic goals leaving teams to decide the best course of action.

 

Above all else, don’t let your ego become a roadblock to innovation. While having the flexibility to ideate is important, empower your associates to be humble enough to recognize when to abandon an idea. Have humility to avoid falling in love with every idea if it isn’t seeing customer traction – the only way to move up is to move on. – Ann Yauger

Incite Group: Can you share in one sentence why you are looking forward to uniting with innovative product, digital and marketing leaders at the Open Mobile & Digital Experience Summit to share your vision?

CarMax: I’m excited to see how other industries are tackling the remote customer, always-on and digital shopping experience. – Bryan Ennis

 

There is no one recipe for success, and I’m looking forward to feeling inspired by the ingredients that make up other companies’ accomplishments. – Ann Yauger

Sarah Butterfass

Sarah Butterfass

Chief Product Officer,
Groupon

Read more

Incite Group: For 2019 Incite Group has made a bold statement ‘Customer First. Digital Second’ what are your thoughts on products role to leverage the voice of the customer to build impactful product experiences?

Sarah: Everything we do at Groupon begins and ends with the customer. They drive our business, and more importantly, they’re why we’re here. In today’s mobile-first world, brands have to constantly adapt to the needs of the customer and meet her wherever she is. At Groupon, our goal is to be the daily habit for customers by solving fundamental challenges and delivering amazing value.

Incite Group: For 2019, we have identified the importance of building impactful experiences that add value to consumers lives beyond a transaction – what are your thoughts on this?

Sarah: It’s our priority to make it extremely intuitive to use our platform, from both a customer and a merchant standpoint. That said, buckling down on initiatives like going voucherless, building out card-linked offers and making more of our inventory bookable is an important role in creating an impactful experience beyond the transaction, meeting customers where they already are.

Incite Group: As consumers engage across multiple channels, mobile remains a critical customer touchpoint. How are you differing your mobile experience for 2019?

Sarah: We’re aggressively transforming our mobile experience so that it’s evolving with the customer. While we strive to make our app and mobile web experience great, we’re taking an extra step. Instead of focusing solely on how we can create a seamless experience on Groupon, we’re thinking about how our seamless experiences can help make someone else’s experience better and more valuable. In other words, how do we enable more great experiences, regardless of where they start? Meeting the customer where they’re at is an important part of how we’re continuing to be a mobile-first company with over 200 million downloads of our mobile apps.

Incite Group: What is your main goal for 2019? And how are you going to get there?

Sarah: Groupon currently caters to more than 47 million customers, with about eighty percent of our traffic coming from mobile. Given this, we need to ensure our customers have an easy, rewarding experience on our platform. In 2019 we will heavily focus on making improvements to our site and in our apps that reduce friction and improve search and discovery -- two things that go a long way toward making sure the customer has a rewarding experience.

Michael Korcuska

Michael Korcuska

Chief Product Officer,
Weight Watchers

Read more

Incite Group: Could you tell us a bit about your role as Chief Product Officer at Weight Watchers?

Michael: There’s a misconception that Weight Watchers “products” are low-calorie packaged foods. You might be surprised to learn that, while we do sell some food, more than 80% of our revenue comes from our subscription business. In fact, we ended Q1 with 4.6 million subscribers.

WW has a food and activity program - WW Freestyle - that has been scientifically proven effective to help people develop healthy habits. That is the main product we sell. It is supported by digital tools (web and mobile) and, for many members, the opportunity to attend weekly meetings for information, inspiration, and community. My team is responsible for those digital tools. It’s a fairly typical organization with product managers and designers and user researchers. Engineering reports to our fabulous CTO.

What’s a bit unusual is that the product team at WW is also responsible for the experience in the meeting rooms. This is new for us. We are working to provide a unified member experience...something that is seamless, online and offline.

Incite Group: What are your top 3 priorities for 2018 when it comes to your brands digital product?

Michael: Well, there are a lot more than 3 important things that we’re doing.

First, as I mentioned above, we need to do a better job of integrating our online and offline experience. As well as modernizing WW meetings and making them more relevant to a wider variety of people.

Second, we have an amazing program for fitness and for a positive mindset. Our digital tools are best in class for food and nutrition, they don’t reflect the quality and depth of our science and program in activity and mindset. So we need to bring those forward.

Finally, we’re exploring how we will use voice as an interface. And there are a number of other emerging technologies that seem like they could be transformational...stay tuned on that front.

Actually, I can’t resist mentioning a fourth...and that’s the global need for proven health and wellness solutions. We operate in the US, Canada, Australia, New Zealand, Brazil, and in some of Europe. But the entire world needs to learn how to build and sustain healthy habits.

Incite Group: What new technologies or trends do you see impacting digital product and the wider industry this year?

Michael: As I mentioned above, voice is a big one for us. Obviously AR will have a large impact on the wider industry...I think it is going to provide a lot more value in the medium term than VR.

Overall, though, I think consumers have changed. They want companies not only to service a functional need for them. They also want them to be making a positive contribution to the world. Earlier this year we got very specific about our purpose: We inspire healthy habits for real life. We’ve also defined clear metrics and organized several large initiatives to deliver on that promise. But, regardless of particular initiatives, it helps everyone in the organization know why we are here and what we are trying to accomplish.

Incite Group: As a company that now utilizes both digital and real-life experiences, what unique challenges are you facing at Weight Watchers to deliver a consistent and seamless experience across all a consumer’s interactions with the brand?

Michael: One of the most complex things is understanding what the consumer may have experienced on-line and in real life. A meeting leader may not know what the member has been doing in the app.There are privacy issues and, of course, only so many hours in the day. And online we probably don’t know what happened for the member in their most recent meeting. It’s different from ordering a coffee at Starbucks because our meetings are rich and often emotional experiences. We can certainly do better about sharing knowledge across these channels but it will never be perfect. So the challenge is to design experiences that are flexible enough so the member can get what they need in the moment.

We’re thinking about the long-term structure of our product teams to try to address this. Remember when smartphones first rolled out and everyone built a mobile team? But, by now, most product teams are organized around user needs, not platforms, and are expected to deliver user experiences across desktop and mobile. And maybe voice. We’re asking the question “What if we considered meetings to be another delivery platform?” Should our member onboarding team, for example, just be thinking about web and mobile or should they be thinking about what should happen in the meeting too? For now, though, we have a dedicated team designing the meeting experience. But next year, who knows?

Incite Group: As a keynote speaker at this year’s show, what are you hoping to learn and take away from the summit?

Michael: It’s always great to take time to exchange ideas. We get so busy with our work it is nice to carve out time to connect with others doing similar work.

Being a product leader is as much about building product teams as it is about building the product itself. So I’m interested in talking with others about developing talent and creating effective teams. One thing I’m specifically interested in, at this particular moment, is how companies are thinking about attracting talent, especially engineering talent.

Jerry Leisure

Jerry Leisure

Vice President Player Retention and Customer Services,
Kabam

Read more

Incite Group: Could you tell us a bit about your role as Vice President of Player Retention and Customer Services at Kabam?

Jerry: At Kabam, I lead an amazing group of customer service and community experts that focus on “keeping our players playing everyday.” In the last two years we have improved overall player support customer satisfaction by 45 per cent and rolled out new ways to engage our community of players that allows their voices to be heard and part of our creative and development process. This empowers our players to share what is amazing and fun about our games!

Incite Group: What are your top 3 priorities for 2018 when it comes to engaging and retaining your customers?

Jerry:

  1. Remove Barriers - Players have choices of how they want to be entertained. When barriers arise, they often leave to go do something different. Our job as a team is to remove these barriers and help keep our players enjoying our wonderful entertainment experience, everyday.
  2. Enabling, Playing Together - Players like to share cool tricks and strategies to win. Our recently launched Content Creators and Meet Ups program enables players to help each other, Meet Up physically, and engage one another about how to win, have fun, and play together.
  3. Co-Creating - Players are super passionate and love to play our games. As part of our listening systems, we have a beta program that enables players to share their feedback on our latest update plans and in a sense gives them a stake in helping us build a wonderful entertainment experience for them.

Incite Group: What new technologies or trends do you see impacting digital product and the gaming industry on the whole this year?

Jerry: At a Macro level, think Alexa for your gaming experience. The future of community, engagement, and support is Alexa and Google Home with Star Trek level upgrades. Players can and will engage with throughout the entire game with a character (of their choosing) that will not only be their friend, it will also help with all of their questions and remove barriers for their success and enable a wonderful entertainment experience.

At a Micro and starting level, first steps are Machine Learning and AI Bot Support. To get to the macro level, we must construct essential building blocks to enable smart and dynamic AI character voice interaction. Machine Learning and AI Bot Support lay great groundwork for us to listen and understand players and start to engage them in a more automated and conversational way. This groundwork will teach us enormous bits of information that will help us prepare for the voice activated character evolution.

Incite Group: How do you think marketing is changing in the digital space and what changes have you noticed in your own role and company?

Jerry: The most intriguing change I have noticed is how BI, Machine Learning, and AI now inform, real time, the success or failure of different marketing strategies and tactics. This has completely revolutionized how companies market. It has never been more important to have an agile and dynamic team that operates with this information. Their ability to adapt and acquire will be the difference between winning the eyeball and gaming entertainment opportunity that is in front of us.

Incite Group: As a speaker at this year’s show, what are you hoping to learn and take away from the summit?

Jerry: I am excited to share a bit of my knowledge, learn what my peer craft leaders are doing, and build great relationships with folks cut from the same cloth.

Safia Ali

Safia Ali

Director of Product Design,
Stubhub

Read more

Incite Group: Could you tell us a bit about your role as Director for Product Design at Stubhub?

Safia: StubHub is the world’s largest ticket marketplace, generating a ticket sale every 1.3 second seconds. We connect millions of buyers and sellers each month, and more than 100 million unique, highly qualified visitors come to StubHub every year.

As Director of Product Design at StubHub, I lead the design organization that is accountable for product experiences on all digital platforms. With a fearless team of visual, interaction designers, content strategists, prototypers and researchers, we are elevating design thinking at StubHub by building relationships with cross-functional teams and partnering to deliver beautiful, easy-to-use and inspiring experiences for StubHub’s global customer base.

Incite Group: What are your top 3 priorities for 2018 when it comes to your brands product design?

Safia: Creating relevant customer experiences through Personalization Universally our attention span is much shorter than 10 or 20 years ago. Having a product that can appeal to the senses of the new generation and grab their attention within seconds is essential for brands to be successful. Successful brands have a long term relationship with their customers that exists beyond the transaction and they know their customers well. StubHub’s marketplace has been known for its eCommerce transactions for more than 17 years. We are evolving our experience to deliver both personalized and relevant experiences that can inspire fans to be there for more live events. Partnering with marketing, engineering and product we are investing in greater personalization to help fans find the events they are interested in and make it easy for them to get there. Raising the customer experience bar within StubHub StubHub is passionate about connecting fans to inspiring event experiences. Everything we do as a company, from our product to our customer service, reflects a deep desire to put fans first.

Fans are looking for experiences that bring them closer than ever before to their favorite athletes and entertainers. It’s not enough give fans what they expect. We’ve got to continuously anticipate their needs, surprise and delight them with the next generation of event experiences.

Shifting from a transactional experience to an inspirational experience requires us to work differently and think differently. Functional isn’t good enough anymore. Changing mindsets to go above and beyond to delight our customers in innovative ways is a big part of my job. This is more than leading my design team. Partnering with engineering, product and marketing to create delightful experiences for our customers is what gets me out of bed to come into work everyday. Creating a Global mindset StubHub was originally founded in the U.S for U.S customer base. In 2016, we acquired Ticketbis and now operate in more than 48 countries. This market expansion requires that we embrace a global mindset. A date treatment component must work in many formats and languages; payment methods have to support many partners; and the discovery experience has to be locally relevant using design patterns that appeal locally in each region. Creating a product that is global ready and can be adapted by different countries is a big focus for this year for me.

Incite Group: What new technologies or trends do you see impacting digital product and the wider industry this year?

Safia: Voice assistants & Augmented Reality - these might sound like buzzwords, but I believe there will be a lot more experimentation and adoption in all of these areas. At StubHub we launched an AR experience for SuperBowl this year to help our football fans plan their stadium experience. Most people haven’t been to the city or stadium before. Using augmented reality, fans on StubHub were able to more accurately visualize where their seats were in relation to the rest of stadium, as well as check out locations of various parking garages and pre-game events in the surrounding downtown area.

I expect lots of companies will experiment in areas to solve customers’ problems in ways that go beyond screen interfaces. People are becoming more comfortable with voice activated interfaces and more companies will invent ways of communicating with their customers, anticipating their needs and providing relevant solutions without having them to interact with screens.

Incite Group: As a brand that operates across multiple devices and touchpoints how are you aiming to solve any customer pain points and improve the customers cross platform journey?

Safia: Being multi-platform is table stakes now. Customers are using multiple devices, and we must adapt to the platform of their choice to meet their needs. As a tech company we want to build experiences in a way that power multiple platforms at the backend, but the front end adapts to the capabilities of the platform and uses the differences in platforms to make our customers lives better. For example, we have mobile check-in in our apps and wearables but not in desktop experiences. We solve different pain points through different channels based on customer needs. Our product managers and designers follow our customers and observe the end to end journey and constantly innovate with the latest technology to solve customer pain points.

As a speaker at this year’s show, what are you hoping to learn and take away from the summit? Besides networking, it’s fun to see how other industries are solving customer problems. Day to day I am so immersed in my own industry so I enjoy seeing how other brands are solving customer problems and learning from them. There is a whole spectrum of industries, from beverages to hospitality to dating and finance, which I find very energizing.

Amazon

“Once again a great summit full of great content, conversations and networking. Can’t wait ‘til the next event”

Jon Fleming, Amazon

Pre-order the 2020 event brochure

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