Premier Keynotes . . . Inspirational Case Histories . . . Spirited Debates . . . In-depth Workshops

Check out how much you will learn at Customer Engagement World 2014! This BIG educational program features over 40 sessions and 60 speakers. Attendees will leave Customer Engagement World with real world takeaways to implement in their organizations upon their return. Scroll down to see some of the speakers and sessions you will have access to at CEW!


Featured Speakers:

Ryan Bonifacino,
VP Digital Strategy,
Alex & Ani
Cherryh Butler, Business Development Strategist,
Greg, Clore,
VP Information Technology,
Dave & Busters, Inc
Heather Corker,
VP Consumer Trends, NA,
The Future Foundation


Alison Kiczek Dempsy ,Senior Social Media Manager, Quidsi, Inc. (an Amazon.com subsidiary) John Dokes,
Chief Marketing Officer, Accuweather
Derek Gaskins,
Chief Customer Officer, Rutter's Farm Stores
Audrey Hendley, Senior Vice President, New Customer Aquisition & Prospect Engagement, American Express Matt Rednor, Founder & CEO,
Decoded Advertising
Richard Sexton, Founder & President,
Carolina Rustica
Ethan Song,
Co-Founder & CEO, Frank & Oak
9:00 AM - 10:00 AM


11/5/2014  |  9:00 AM - 10:00 AM  |  Open to All Attendees!

Harnessing Disruption

Ryan Craver
Retail/Digital Strategist

Disruption across every industry has been fueled by ubiquitous connectivity, inexpensive distribution and effortless scalability.

Now, more than ever, customers are empowered with access to an overwhelming volume of products, services, and information.

This keynote intends to outline why consumer behavior has shifted, where industry disruption has occurred, and how brand leaders can embrace the change and build engagement in this dynamic environment.

10:00 AM - 5:00 PM


11/5/2014  |  10:00 AM - 5:00 PM  |  Open to All Attendees!

Exhibit Hall Open

10:15 AM - 11:15 AM


11/5/2014  |  10:15 AM - 11:15 AM  |  Open to Conference Attendees Only

Using Analytics to Inform Your Customer Engagement Strategy

Wes Moore
Vice President, IMM & Digital Marketing Solutions, Teradata
John Dokes
Chief Marketing Officer, Accuweather
Leyda Hernandez
Director of Marketing, Priori Legal
Merlin U. Ward
Account Strategist, Renegade
Marketing to your customers across multiple channels is only as effective as your ability to measure its impact. Analytics can empower today’s marketer to extract key information to inform, analyze and optimize their marketing strategy. Understanding customers’ behaviors and choices, allows brands to stay relevant across the right channels at the right time. This panel will discuss current practices and trends for using and applying measurement and analytics across multi-channel customer engagement.
10:30 AM - 11:00 AM


11/5/2014  |  10:30 AM - 11:00 AM  |  Open to Conference Attendees Only

Increasing Efficiency and Employee Engagement with Mobile Apps

Raymond V. Brown Jr.
Senior Director, Supply Chain - Go To Market, North America Beverages - PepsiCo
Mark Uppaluri
Senior Director of Strategy, Infinite Peripherals

Mobile apps have revolutionized traditionally paper and call ridden systems to increase efficiency and improve communication for employees and managers.  During this session we will explore how PepsiCo North America Beverage developed two apps and understand how these applications are used by employees. 

Attend this session learn:

  1. How apps can be used by employees to improve efficiency and get in front of problems.
  2. Where to start and what to consider for building a custom app.
  3. How apps can improve communications and move company culture forward.


11/5/2014  |  10:30 AM - 11:30 AM  |  Open to Conference Attendees Only

Moving the Needle on Customer Loyalty with Mobile & Social

Dan Kimball
Chief Marketing Officer, Thismoment
Brian Marks
Senior Manager, Social Media, ARAMARK Strategic Assets
Stephan Merkens
Senior Vice President, Strategy, Teneo Holdings
Together, mobile and social hold enormous potential for increasing customer engagement. In today’s world of constant information, the fight for customer’s attention has never been greater. Companies who are optimizing the strengths of mobile and social in their customer loyalty programs have learned how to acquire, engage, and retain their audience. Through mobile, organizations can fulfill rewards, offer in-store opportunities, and share content. Join us as we discuss how this powerful duo can work hand in hand to engage your customers.


11/5/2014  |  10:30 AM - 11:30 AM  |  Open to All Attendees!

3 Tips to Successfully Using Digital Signage to Engage Customers

Are you thinking about implementing digital signage?  Do you already have some installed but not leveraging it to its fullest?  In this session you will learn how to leverage digital signage for competitive advantage and to improve the interaction with your internal and external customers.

The discussion will focus on:

  • Data – Harness the power of data from internal and external systems, such as ERP/CRM and sensors, to create personalized and engaging experiences for your audiences.
  • Interactivity – Transport your audience from observer to participant by using technologies such as touch screens and sensors to capture their interest.
  • ROI – Extend digital signage across your organization and leverage its many applications, such as wayfinding, emergency notifications, employee communications, advertising, kiosk, and schedules, to ensure that you are getting the best possible return on your investment.

SPEAKER: John Pepelnak, Solutions Sales Professional, Omnivex

11:15 AM - 11:45 AM


11/5/2014  |  11:15 AM - 11:45 AM  |  Open to Conference Attendees Only

Making Your Cross Channel Content Responsive – From the First Step to the Last

Richard Sexton
Founder & President, Carolina Rustica
Most e-tailers recognize that they now face several critical choices in how their digital content is served on a plethora of devices and platforms. Customized mobile sites, native applications, passbook and wallet cards, and responsive design are all options…but which direction to go, and why? If you are an omni-channel retailer, should this influence your choice? What other factors should you consider? Richard Sexton, president and founder of Carolina Rustica, will give an overview of the critical thinking involved in the decision to pursue (or not) the Responsive Design option. He will outline his own company’s thought process and execution of RD, and how it affected their business, both online and in the brick and mortar channel.


11/5/2014  |  11:15 AM - 11:45 AM  |  Open to All Attendees!

Content Management Strategies for Digital Touchpoints

In today’s ultra-competitive retail landscape, delivering valuable customer experiences is everything. And when making the kind of relevant customer connections that drive action on the sales floor, timing is everything. In-store digital devices have evolved into powerful consumer touch points.

From digital posters and interactive kiosks, to intelligent vending machines and point-of-sale devices, retailers can deliver more targeted, engaging brand experiences, and capture critical sales opportunities when and where they matter most. That’s why having a content management system (CMS) that manages that digital marketing content is so important

SPEAKER: Ravi Sirigineedi, Visual Retail Segment Marketing Manager, Intel 

11:45 AM - 12:45 PM


11/5/2014  |  11:45 AM - 12:45 PM  |  Open to Conference Attendees Only

Curating Contextually Relevant Shopping Experiences

Bob Moul
CEO, Artisan Mobile
George Bird
Director of In-Store Experience, Two West, Inc
Bryan Meszaros
Managing Partner, OpenEye Global
Rebecca Walt
VP, Director of Digital Retail Strategy, The Integer Group - Omnicom Group
The retail store, online and physical, is evolving at a rapid pace. To meet today’s mobile and demanding customers, retailers and brands will need to provide a curated, seamless shopping experience across all engagement points. How to begin? Customers can be engaged across multiple channels from the moment they enter the shopping path. Their journey can be customized across multiple touch points from in-store displays, social media, POS systems and more. Sales associates can be enabled with CRM data to answer questions and make a meaningful connection with customers. With the introduction of Apple’s iBeacon and similar technologies, customers will become more used to receiving push notification including offers and rewards.
12:00 PM - 12:30 PM


11/5/2014  |  12:00 PM - 12:30 PM  |  Open to Conference Attendees Only

Turning Visual Content into Sales

Alison Kiczek Dempsey
Senior Social Media Manager, Quidsi, Inc. (an Amazon.com subsidiary)
Manisha Shah
VP Client Services, Offerpop

Every day there are 55 million photos shared on Instagram, 500 million tweets posted to Twitter, and 350 million photos uploaded to Facebook. Social content has exploded, and marketers are struggling to cut through the noise.

In this session, we'll dive into user-generated visual content and how it can help brands launch products, increase brand awareness, drive measurable sales and cultivate customer loyalty. Gain real world insight into how social content can drive big business results. Most importantly, we have the insight to unlocking content strategies that compel consumer action, drive word of mouth and boost your business' bottom line.

You’ll also learn:

  • How to curate valuable visual content from consumers
  • How to leverage user-generated content to drive conversions 
  • How brands and agencies tap into visual content to achieve performance goals


11/5/2014  |  12:00 PM - 12:30 PM  |  Open to All Attendees!

Understanding the ROI of Marketing Automation

Over the past decade, marketing professionals have seen their field change substantially thanks to advances in technology and the ever-increasing use of social media. Keeping up with marketing tasks in this new environment of constant connection can be extremely difficult. This juggling act might be tough, but it's simply the day-to-day reality for many marketing pros. Marketing automation has emerged as a solution for company leaders who want to focus on generating leads without sacrificing other types of marketing campaigns. For many sales professionals, automation systems provide the best way possible to pare down leads and focus on the prospects most likely to buy. But before you can decide if a marketing automation system is right for your company, you need to know more about automation and its return on investment (ROI).

SPEAKER: Oldrich Januska, Vice President of Product, Kentico 

12:45 PM - 1:15 PM


11/5/2014  |  12:45 PM - 1:15 PM  |  Open to All Attendees!

Effectively Building Brand Advocates

Marketers are increasingly realizing the value of engaging their top customers rather than trying to attract costly new ones. By transforming loyal customers into brand advocates, companies not only increase their profitability from existing customers, they gain new customers ready to follow their acquaintances’ lead in advocacy.  In this session you will learn how to:

  • Engage customers by adding value with soft and non-transactional rewards rather than discounts
  • Incentivize customers to increase advocacy with Refer-A-Friend programs
  • Encourage advocacy with compelling social posts and content

Develop a customer-centric product or service and your business will be good. Leverage your successful customers with a comprehensive brand advocacy campaign and your business will be great!

SPEAKER: Tyler Walton, Marketing Manager, Clutch 

1:30 PM - 2:00 PM


11/5/2014  |  1:30 PM - 2:00 PM  |  Open to All Attendees!

Selling in the Selfie Era: Technology, Retail, and the Future

Your customers are distracted. They're talking selfies, Instagramming meals, and watching viral cat videos. How to connect with them in a meaningful way?

Technology has drastically shifted how consumers and brands behave. People want hyper-personalized content at the right time via the right channel. This shift means that brands need to move from traditional strategies toward highly engaging tactics.  In this interactive workshop you'll understand how to tap into your customers' social, emotional, and functional needs through Hyper Island's world-renowned methodology of learning-by-doing.

SPEAKERS: Lisa Pertoso, Engagement Manager - Hyper Island & Mathias Vestergaard, Learning Designer - Hyper Island

1:45 PM - 2:15 PM


11/5/2014  |  1:45 PM - 2:15 PM  |  Open to Conference Attendees Only

Using Social Insights to Engage Customers along their Path to Purchase

Jana Kanyadan
Chief Information Officer and Senior Vice President, Mohawk Industries, Inc.

Attend this session to hear how the world’s largest flooring company is transforming the way that they do business to better engage their socially and digitally empowered customers through their various channels and partners. 

You will learn how Mohawk is tapping into the power of big data and predictive analytics to obtain real-time insights into social sentiment and consumer demand. The results have enabled Mohawk and their channel partners to have superior leads, better supply chain planning and in the end, provide seamless and rewarding experience to the customers.

The transformation of Mohawk’s customer engagement strategy is critical to the success of their business, and a cornerstone of that strategy is their unified platform for social engagement. This platform is helping them respond to potential buyers in real-time throughout their path to purchase and at every stage of their journey — from discovery to compare to decide to buy and beyond. Mohawk will share a few examples of early success that illustrate how this approach has already enabled them to respond in ways that were never before possible.

2:00 PM - 2:45 PM


11/5/2014  |  2:00 PM - 2:45 PM  |  Open to Conference Attendees Only

The Great Showrooming Debate: Embrace It or Hate It

Margot Myers
Director of Global Marketing & Communications, Platt Retail Institute
Jeff Malmad
Managing Director, Director of Mobile, Mindshare North America
Richard Sexton
Founder & President, Carolina Rustica
David Vanderwaal
VP of Marketing, LG Electronics: USA
Showrooming is a phenomenon where customers visit a brick-and-mortar store to examine products that they later buy online. Challenged with consumers changing their behavior and still competing for the sale, marketers must choose between a strategy that will embrace showrooming or combat it. Our panel of experts will weigh the pros and cons of the showrooming phenomenon and discuss their methods to support their strategy.
2:15 PM - 2:45 PM


11/5/2014  |  2:15 PM - 2:45 PM  |  Open to All Attendees!

Improving the Conversion Rates of mCommerce Apps

Learn how to identify and improve upon to key performance indicators (KPIs) of your mobile commerce app.  In this session we will explore how to analyze the effectiveness of your mobile commerce funnel.  We will cover "top of funnel, "middle of funnel," and "bottom of funnel" KPIs to help you begin to think about A/B tests to measure how well you are engaging your consumers and driving them towards conversion.  Attendees will receive a free eBook on the topic and will leave the session with a high level testing plan that they can take back to their business and implement.

Session will include:

  • Discuss the most relevant and valuable mCommerce KPIs
    • Takeaway: Identify KPIs for your mcommerce app
  • Define the objectives for the top, middle and bottom of the purchasing funnel
    • Takeaway: An understanding of your app's purchasing funnel
  • Best practices for optimizing each stage of the purchasing funnel
    • Takeaway: Identify opportunities for optimization for each stage in your app
  • Highlight how personalization can improve mcommerce KPIs

SPEAKER: Bob Moul, CEO, Artisan Mobile

2:30 PM - 3:00 PM


11/5/2014  |  2:30 PM - 3:00 PM  |  Open to Conference Attendees Only

Content Marketing Strategy: Successfully Engage & Retain Customers

Sandra Fathi
President, Affect

There’s no doubt that it has become de rigueur for companies to talk about content marketing, and with good reason. As businesses become hubs of information on everything from the “next big thing” to customer needs, the production and distribution of relevant content is a powerful way for companies to reach their target audiences. Despite content marketing’s ubiquity, a recent Forrester report found that while 85% of marketers now publish branded content, only 36% think that they are actually doing it effectively.

Far from overt company messaging or traditional advertising, content builds brand awareness, loyalty and trust by asking what an audience’s needs are as consumers and what they value as individuals. Content marketing is increasingly becoming the norm in the media landscape comprised of savvy consumers with shorter attention spans, and it is clear that companies need to think and act strategically to maximize the return on their efforts.

In this presentation, Sandra Fathi, President of Affect, will discuss how to create an effective content strategy that maximizes the development and use of original content to drive all aspects of an organization’s marketing efforts, including social media. She will cover the top 10 things your organization needs to know in order to build an effective content marketing program that helps engage consumers, improve customer engagement and maximize ROI.

3:00 PM - 3:30 PM


11/5/2014  |  3:00 PM - 3:30 PM  |  Open to All Attendees!

Leverage Engagement in Your Online Customer Community – How to Boost Profits and Spur Innovation

Customer engagement is not the end game. It is merely the fuel behind an array of business strategies that impact your top and bottom lines. However, savvy executives know that their company can’t take advantage of high customer engagement if they don’t first implement ways to keep customer engaged. Providing relevant value to your customers through interactive and scalable channels is a challenge for businesses of all sizes. Companies are increasingly turning to online customer communities to bridge that gap.

In this session, you’ll take a journey from the basic of how customer engagement impacts profit to advanced strategies for leveraging community engage to achieve the business outcomes that you care about most. You’ll walk away with an understanding of:

  • What is customer engagement and why is it important?
  • The evolution of customer engagement and the role of peer-to-peer customer communities.
  • 5 proven strategies for leveraging customer engagement from your online customer community.

SPEAKER: Joshua D. Paul, Senior Director, Marketing & Strategy, Socious


11/5/2014  |  3:00 PM - 4:00 PM  |  Open to Conference Attendees Only

Personalization: The New Gold Standard for Online Retail

Nathan Bliss
Senior Account Executive, NA Telesales, PayPal
T.J. Gentle
President & CEO, SmartFurniture.com
Ethan Song
Cofounder & CEO, Frank & Oak
Consumers crave personalization - a perfect product recommendation, article or referral elevates the experience and engages the customer in an emotional way. Relevance and personalization drives brand connection and ROI soars. It is the natural evolution in marketing, but how do you get there and create a unique and relevant experience for each customer across multiple channels? During this session, organizations will discuss how they decided to implement personalization for their ecommerce sites and tips for navigating the potential challenges and pitfalls when deciding to provide personalization and customization for your customers. Learn why implementing a personalization strategy should be among your top priorities for the next few years.


11/5/2014  |  3:00 PM - 4:00 PM  |  Open to Conference Attendees Only

Collaboration Instead of Miscommunication – Proven Techniques to Enable A Successful Project!

Janet Webster
President, Creative Solutions Consulting
Greg Clore
VP, Information Technology, Dave & Buster's
Linda Senigaglia
Senior Director, Product Marketing, Navigation Solutions, A Hertz Company
Jeff Ulrich
Senior Manager, Innovation, United Airlines
Collaboration seems to be getting a lot of press lately, and it is proving to be much more than a buzzword. Join this session to hear from a panel of industry leaders who have demonstrated that collaboration works. The discussion will include how to effectively utilize cross-functional groups to leverage knowledge, address challenges using innovative approaches, and successfully implement thriving customer engagement solutions.
3:30 PM - 4:00 PM


11/5/2014  |  3:30 PM - 4:00 PM  |  Open to Conference Attendees Only

The Personal Connection: Using Modern Marketing to Build Fan Relationships

Geet Dhillon
Principal Sales Consultant, Oracle Marketing Cloud

Sports entertainment is tasked with the difficult challenge of driving lifelong loyalty, deeper relationships, and increased revenue. They must make those personal connections that turn ticket buyers into subscribers and guests into fans.

And yes, that is becoming more challenging because communication channels are multiplying.  Marketing teams are tasked with engaging across a multitude of fan channels including email campaigns, print and digital ads, social media, websites, blogs, events, press releases, and on and on and on…… 

So, how do you deliver that exceptional customer experience, align content to interests, develop event awareness, and establish loyal relationships across all these channels? 

In this session we’ll discuss how the Oklahoma City Thunder:

-          Increased data sharing through personalized updates and promotions
-          Effectively engaged and rallied fans across complex channels and spheres of influence
-          Collected and analyzed data and metrics to make smarter business decisions

3:45 PM - 4:15 PM


11/5/2014  |  3:45 PM - 4:15 PM  |  Open to All Attendees!

Social Buying Signals: What They Are and How to Use Them in Your Integrated Marketing Efforts

The hardest part of social media marketing is knowing who’s ready to buy – unless you can spot Buying Signals, the tweets that identify your potential customers. You Mon will share his insights on identifying buying signals and also how social fits into your total integrated marketing efforts.

In this session you will learn how to:

  • Turn social media into a quality lead stream for your business.
  • Monitor the marketplace to be able to provide relevant, real-time information that addresses your customers specific buying stage.
  • Utilize social intelligence across your integrated marketing efforts.

SPEAKER: You Mon Tsang, CEO, OutMarket 

4:00 PM - 5:00 PM


11/5/2014  |  4:00 PM - 5:00 PM  |  Open to All Attendees!

Networking Reception

4:30 PM - 5:00 PM


11/5/2014  |  4:30 PM - 5:00 PM  |  Open to All Attendees!

Expanding Relevance and Revenue with Mobile

Increasing business opportunities in mobile means delivering quick gratification and a great user experience.  This requires fast rendering of information on the mobile screen,  ease of use,  flexibility in the presentation and aggregation of data to the User,  as well as quick access to information from various sources - including internal and external systems.  While meeting these needs has been challenging historically, new Mobile platforms have emerged that enable business people to create Apps and deploy new Mobile Services - fast.   As a result,  those responsible for achieving corporate objectives are better positioned to get results - with a few clicks.  This is critically important to maximize the rewards from  mobile and eCommerce initiatives as well as digital strategies.  To realize the significant benefits with the huge opportunity in mobile, creating an App fast needs to be as simple as creating a presentation with PowerPoint.

Attend this session and understand how to:

  • Enable your organization to be better at business innovation in the delivery of new mobile services on tablets and smartphones.
  • Create and utilize Apps to quickly and easily expand business capabilities with new Mobile Services.
  • Better manage change -  while mitigating risk and cost.
  • Increase personnel productivity, effectiveness and value.
  • Enable the organization to be more agile / responsive to new opportunities.
  • Improve business outcomes - more revenue, progress on strategic initiatives, very fast ROI, competitive advantage, etc.

SPEAKER: Ronald Thompson, Vice President of Business Development, CAIL

9:00 AM - 10:00 AM


11/6/2014  |  9:00 AM - 10:00 AM  |  Open to All Attendees!

Engaging Customers and Prospects with Transformative Digital Marketing

Audrey Hendley
Senior Vice President, New Customer Acquisition & Prospect Engagement, American Express

The needs and desires of customers are complex.   In today’s environment, businesses need to be nimble and savvy in how they engage their customers, and customers are using digital channels extensively to navigate the world around them—they want information at their fingertips, and to have a personalized experience tailored to their needs.  This keynote will explore new pathways to personalize the way to connect with business customers and prospects digitally, including big data innovations that will enable better cross-channel integration. Audrey Hendley, Senior Vice President, New Customer Acquisition & Prospect Engagement, American Express, will explain how to deliver an experience that builds a relationship with business owners from the first “touch”.

Attendees will understand:

  • How to learn from their customer and prospect interactions
  • Tools to do more authentic customer-listening to help form future content
  • Techniques to customize communications in order to foster two-way, freeform customer engagement across marketing channels.


10:00 AM - 4:00 PM


11/6/2014  |  10:00 AM - 4:00 PM  |  Open to All Attendees!

Exhibit Hall Open

10:15 AM - 11:15 AM


11/6/2014  |  10:15 AM - 11:15 AM  |  Open to Conference Attendees Only

Reaching Millennials via Technology

Cherryh Butler
Business Development Specialist, Barkley
As the Millennial mindset becomes more common with people of all ages, it's more important than ever for retailers to learn how to attract this tech-savvy crowd. Cherryh Butler of Barkley, an advertising agency in Kansas City, will show you how some of the agency's clients win with Millennials.
10:30 AM - 11:00 AM


11/6/2014  |  10:30 AM - 11:00 AM  |  Open to Conference Attendees Only

Retail Merchandising in the Digital Age: How to Configure an Interactive Environment

Doug Hampton-Dowson
Creative Director, Reality Interative
Cindy Heitsman
Senior Director of Corporate Marketing, Time Warner Cable
The problem: Time Warner Cable had millions of customers coming through their centers every day who were comparing the experience to a trip to the DMV. They wanted their customers to want to be in their stores, not just feel like they had to be there.

The solution: to create a fully interactive digital experience that would inspire customers to engage with the brand while learning about Time Warner Cable’s service offerings.

After opening 20 experience stores nationwide, Time Warner Cable was ready to open their Flagship Store in New York City. The store is the largest of the Time Warner Cable stores in size, but as a Flagship Store it also needed to provide a bigger splash than the smaller, nationwide locations.

The Flagship Store was created by taking the lessons learned from the previous experience stores, and using the four principles of environmental planning (customer, environment, placement and content). The project was planned in close collaboration with an environmental design firm, but also required working directly with a number of other groups including marketing, operations, branding, queuing and architects.


11/6/2014  |  10:30 AM - 11:00 AM  |  Open to All Attendees!

Enabling Customer Obsessed Marketing

Learn why Modern Marketers choose Oracle Marketing Cloud solutions to create ideal customers and increase revenue. See how, by Integrating information from cross-channel, content, and social marketing with data management and dozens of AppCloud apps, marketers can more accurately target, engage, convert, analyze, using award-winning marketing technology and expertise to deliver personalized customer experiences.

SPEAKER: Geet Dhillon, Principal Sales Consultant, Oracle Marketing Cloud 


11/6/2014  |  10:30 AM - 11:30 AM  |  Open to Conference Attendees Only

Technology Trends Transforming the Customer Engagement Landscape

Matt Rednor
Founder & CEO, Decoded Advertising
Ryan Bonifacino
VP Digital Strategy, Alex & Ani
Heather Corker
VP Consumer Trends, North America, The Future Foundation
Jason Stein
Founder and President, Laundry Service
David Weinstock
Chief Creative Officer, MRY
As customers have become increasingly reliant on mobile devices and connected to social networks, they expect more personalization, customization, interactivity and to be wowed by brands and venues. Meanwhile, countless technology advancements and strategies are constantly emerging to nurture better customer experiences across multiple channels including in-store and online.

What do brands and venues need to know to stand out in today’s hyper connected landscape? How should they filter through the buzz to implement what will be smart and effective? How will the continuing shift of consumers towards the mobile and social channels affect the way we engage customers? Our panel will discuss what technologies and trends they decided to adopt, what they are thinking is next, and what will be down the road.
11:15 AM - 11:45 AM


11/6/2014  |  11:15 AM - 11:45 AM  |  Open to Conference Attendees Only

How to Redesign Your Loyalty program – and Get It Right

Brent Desmond
Director of Platform Management, Elevation Franchise Ventures, LLC
Brad Marg
COO, Clutch

Today, nearly every consumer-facing brand has some type of loyalty program.  Some are basic programs that reward for either spend or frequency and others are more complicated offering different rewards to each unique segment.  For one emerging QSR, their initial loyalty program worked on some levels but it failed to meet one key goal – drive profitability.

 In this session, we'll explore how today, simply having a loyalty program isn’t enough.  Brands must deliver a program that not only drives sales or supports retention but that is cost effective as well.  Additionally, being able to understand, capture and analyze data from every consumer touchpoint is critical.  This ability separates a basic loyalty program from a sustainable consumer management and marketing tool.

 During this session, we will define:

  • The necessary components of an effective loyalty program
  • Why capturing data at every consumer touch point is a essential
  • How leading brands leverage data to deliver effective, targeted campaigns to key consumer segments


11/6/2014  |  11:15 AM - 11:45 AM  |  Open to All Attendees!

Courting the Mobile Consumer: Using Apps To Forge Lasting Customer Relationships

How does today’s retailer forge long-lasting relationships with the modern mobile consumer? This session will explore how mobile and wearable apps can be used to engage consumers through targeted communication, seamless product interaction and gamification. We'll present real-life customer success stories from retailers that have successfully extended their business processes to capture customers through developed omnichannel marketing strategies aimed at today’s consumer. We’ll discuss mobile application strategies for shopping, ordering and procurement, at-home and in-store loyalty and mobile self-checkout while hearing how popular international retail chains use these mobile apps to engage modern consumers and enhance their customer relationships.

SPEAKER: Samuel Mueller, CEO, Scandit 

11:45 AM - 12:30 PM


11/6/2014  |  11:45 AM - 12:30 PM  |  Open to Conference Attendees Only

Reinventing the Rules of Engagement

Renee E. Ducre
Global Director of Marketing, IBM Social Business
Mark Grannan
Analyst, Forrester Research
Frank Gullo
Director of Digital and Mobile Strategy, Superior Group
Robin Willner
Director, Leadership Council, Public Policy Institute of New York State, Inc.

Today's business environment is marking an era of tremendous opportunity and transformation.  Organizations are faced with rapid rates of change not only in technological advances such as Big Data & Analytics, Cloud, Mobile, Social, and Security, but also in the way people communicate, work, and engage with other people.   These dynamic market forces are creating the need to "reinvent the rules" of how we engage clients, employees, and citizens.  

This session will reveal the findings of one of IBM's latest C-Suite studies on "Reinventing the Rules of Engagement" and also discuss actions for senior leaders to drive people-centric engagement.  This means putting people at the center of engagement.  Organizations must find new and authentic ways to create value and engage people as individuals not as traditional market segments.  

Attendees will understand:

  • Market trends driving people-centric engagement

  • Three actions for senior leaders to drive people-centric engagement in their organizations

  • Hear real-life  examples how clients are driving people-centric engagement

12:00 PM - 12:30 PM


11/6/2014  |  12:00 PM - 12:30 PM  |  Open to Conference Attendees Only

Increasing Customer Value with Stratification

John Mansfield
Founder and Principal Consultant, StratMax, Retired VP of Business Development, Graybar
If you ask anyone to identify your "best" customers, they could probably spit a few names or profiles off the top of their heads. And they likely would be the customers or personas they are most familiar with based upon them doing a lot of business with you.

But marketers, sales and service professionals know in their guts that revenue volume is not always a direct indication of the quality and value of a customer. Because not all customers act the same. They have different needs, behaviors, challenges, loyalty and potential value. And the cost to serve each customer can vary greatly based upon their service needs, how they pay, returns. etc.

Learn how to stratify your customer base to make sure you're investing the right resources into the right customers, across marketing, sales and service.


11/6/2014  |  12:00 PM - 12:30 PM  |  Open to All Attendees!

Enabling a Responsive Store: The Future of In-store and Online Shopping

Seamless, secure communication across multiple platforms requires a strategy optimized for each channel, enabling customized interactions with mobility, and integrating store and online data that senses, learns and responds to customer interests delivering increased brand advocacy.

SPEAKER: Ravi Sirigineedi, Visual Retail Segment Marketing Manager, Intel 

12:45 PM - 1:15 PM


11/6/2014  |  12:45 PM - 1:15 PM  |  Open to Conference Attendees Only

Using Technology to Engage and Delight Your Customer

Sean Andersen
Director of Interactive Services, Six Flags Entertainment
Paul Galle
VP Global Products, UIEvolution
Customer engagement is rapidly changing as new technologies and trends emerge. It’s more important now than ever to develop solutions that create—and recreate—your brand for engagement and loyalty. Yet accomplishing this – internally and externally - is not an easy task. Discover how to harness and drive technology to make it easier and more effective for you to intelligently and effectively communicate with your customers and create enviable customer experiences and comprehensive brand loyalty. What are the latest technologies available to create meaningful, relevant messages? How can you deliver them at the critical moment for maximum engagement? How can you best organize your team to effectively drive customers through a seamless journey? Understand the importance of roadmaps and finding the right partner to help move your projects forward.


11/6/2014  |  12:45 PM - 1:15 PM  |  Open to All Attendees!

Key Strategies to Reclaim a Branded Social Experience

Social networks have grown rapidly and gained genuine market power in a world where social conversations have become the new global information currency.  But there is no guarantee that social media will continue to be defined by the handful of networks that currently dominate it.  Consumers today are more powerful than they have ever been, and technological advancements now allow companies of all sizes to engage and interact with their fans in more meaningful ways.  Attend this session and examine:

1. Key trends that will push brands to build social media capabilities into their own websites and own, rather than rent, social interaction with their customers.

2. How to dominate a new era of business where consumers are in charge, by building the social experiences consumers demand.

3. How marketers can continue this free social interaction with their customer base by replicating the social experience on their website where the experience can be completely customizable and consumers are one step closer to the point of purchase.

4. How to own this process from end to end, generate and control data that will be the foundation of marketing, advertising and product development efforts in an age governed by data insight and social consumer content.

SPEAKER: Kevin Bobowski, Vice President of Marketing, Offerpop 

1:00 PM - 2:00 PM


11/6/2014  |  1:00 PM - 2:00 PM  |  Open to Conference Attendees Only

The Importance of Brand in Digital Marketing and SEO

Les Kollegian
CEO/Chief Creative Officer, Jacob Tyler Brand Communications Agency
Grayson Lafrenz
Co-Founder, Power Digital Marketing Inc.
Nicholas Slettengren
Co-Founder & Partner, Power Digital Marketing Inc.
With the growth of digital marketing and many companies turning over 40% of their marketing budgets from traditional to digital, we will explain the importance of maintaining brand cohesion and how that will effect growth, engagement, and drive conversion.
1:30 PM - 2:00 PM


11/6/2014  |  1:30 PM - 2:00 PM  |  Open to Conference Attendees Only

Equipping Customer Engagement with Wearable Tech

Matt Doherty
Associate Director, Global Digital Creative Development, Ogilvy & Mather Worldwide
As wearable tech continues to gain popularity with consumers, brands and their agencies are tasked to determine what this technology will mean for them. The good thing is brands of all types don't have to start the R+D process from scratch. There are all sorts of areas for brands to be a part of in the wearable tech ecosystem. We'll define the ecosystem, consumer experience factors, and uncover wearable tech opportunities you can take back to your brand.


11/6/2014  |  1:30 PM - 2:00 PM  |  Open to All Attendees!

The REAL Business Value in Big Data & Analytics...Where Are You in Your Journey?

As companies struggle to put strategies around Big Data & Analytics they find themselves at different starting points, such as: 

  • Trying to turn bad data into big data
  • Trying to put additional tools & techniques in place to deal with the deluge of existing data
  • Trying to get more sophisticated in real time predictive analytics

As technology has accelerated, it raises expectations for immediate response.  Big data will become big analytics.  The data will always be there, but it’s the insights that get you where you need to be. To get that desired immediate response, you need Analytics on Demand.  Please join Big Cloud Analytics in discussing the real business values of big data and analytics - and the journey necessary to get to where you need to be.

SPEAKER: J Patrick Bewley, CEO, Big Cloud Analytics 

2:15 PM - 2:45 PM


11/6/2014  |  2:15 PM - 2:45 PM  |  Open to All Attendees!

Architecting Digital Customer Engagement

With digital, the way we prospect, engage, transact and service customers is changing. While organizations understand the need to transform to digital, business leaders are struggling with how to execute, implement and make it a core part of their business. Customers and prospects are demanding engaging experiences, delivered via multiple screens, channels and social touchpoints. This presentation utilizes LiquidHub's latest research, thinking and client implementations providing insight into the next generation digital architecture which is opening up a new spectrum of opportunities.

SPEAKER: Ravi Kalakota, Partner & LiquidAnalytics Lead, LiquidHub  


11/6/2014  |  2:15 PM - 3:00 PM  |  Open to All Attendees!

Creating New Connections with Consumers through Demand Sciences

Shelley Pisarra
Senior Director, Shopper Insights & Strategy Frito Lay, a division of PepsiCo
In this always-on, retail-everywhere environment, it is an enormous challenge to understand how and when to best connect with your consumers, and not just to drive engagement, but to also drive conversion. In this keynote, we will explore how leveraging demand understanding can help identify and prioritize new connection points with our consumers – on their terms. Shelley will also review salient points from the CEW conference and share a look forward approach to engaging your consumers in the coming year.
3:00 PM - 4:00 PM


11/6/2014  |  3:00 PM - 4:00 PM  |  Open to All Attendees!

Networking Reception