2013 total customer experience summit
DESCRIPTION
Total Customer Experience 2013 is a two-day, two-track, learning, networking summit focused on customer management, experience, product management and design. At Total Customer Experience 2013, attendees are given an unrivaled opportunity to learn from keynotes, case studies, strategy, best-practice and interactive sessions, presented by some of the most innovative practitioners, thought leaders and methodologists working in customer management today. This integrated program provides the most comprehensive customer experience curriculum on the market today. This is a vendor/software-neutral event, instead focusing on innovative takeaways and proven best-practice strategies. Attendees from a wide range of industry and functional backgrounds make it a goal to attend Total Customer Experience 2013. This broad makeup provides exceptional Networking Opportunities to enhance attendees experience at the event, as well as build lasting relationships for continued learning well into the future. For more info or to reserve your seat today visit: www.Altamont-Group.com or call us at 510-984-2949TRANSCRIPT
2013 Customer Experience Total
September, 9th & 10
th 2013 ▪ San Francisco, CA
Customer Experience Planning
Aligning CX, UX and Product Management
Customer Journey Mapping
Multi-Channel and Touchpoint Identification
Customer Relationship Measurement
Collaborative Experience Design
Loyalty Marketing and Customer Advocacy
ROI and Performance Management
Monday. September 9th
8:00 am Registration and Breakfast
8:30 am
Keynote: Collaborative Experience Design An organizational collaboration approach to designing experiences that delight users
9:45 am
Keynote: A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business
11:00 am
Keynote:
Driving An Experience-Based Culture Reinforce products and brands through strong experiences
12:00 pm Lunch
Total Customer Experience Experience Design
1:00 pm
Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points
Voice of Customer Excellence Create deep insights through information optimization and utilization
2:15 pm
Customer Relationship Measuring & Monitoring Evaluate channel and engagement strategies through effective customer performance management
Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points
3:30 pm
Maximize your Return on Customer Experience Creating the behaviors that you need and want from your customers
Test & Learn Use test and learn analytics to gain insights into customer and product needs
4:30 pm Networking Reception
Tuesday. September 10th
8:30 am
Keynote:
Designing Great Products Promoting a strategic approach to UX leadership resulting in products that make sense to users
9:45 am
Keynote:
Integrated Customer Experience Leverage customer insights, user research and analytics to gain a full understanding of the customer
11:00 am
WOM-Driven Customer Loyalty Understanding the reach and power of digital media to create optimal customer engagement
Mobile Design Strategy Optimizing the mobile user experience
12:00 pm Lunch
1:00 pm
B2B Customer Engagement Marketing Framework and strategies for managing the B2B customer and improving lifetime value
Simplified Product Portfolio Management Develop a simplified product development and portfolio management framework
2:15 pm
Keynote
Customer Experience Journey A multi-industry look into managing the customer experience
3:15 pm Adjourn
2013 Customer Experience
Presenters Include:
Total
Tracie Scott Director, CXIA Architecture and Analytics Symantec Reginald Chatman Director, Customer Advocacy/Experience SanDisk
Roy Barnes
Customer Experience Expert Blue Space Consulting Formerly head of SVP Marriott Vacation Club
Dann Allen Head of Experience Design and Improvement AAA
Karen Pascoe, Senior Director UX Design, PayPal Dennis Reno, Vice President, Customer Experience, Oracle
….and more, contact Jason Evans at [email protected] or 510-984-2961 for most up to date presenting roster
Susanne Scher SVP User Experience Design Director, Online/Mobile Solutions Bank of America
Lisa Pressler Nakano Director Global Customer Experience Equinix
Kelly Braun Sr. Director, User Insights & Analytics Walmart Global eCommerce
Michael Kanazawa Managing Director Bedrock Consultants
Total Customer Experience
2013 Business Forecasting 2011 is a two-day, three-track,
learning, networking summit focused on business
planning by way of superior prediction capabilities.
This comprehensive program explores a breadth of
organizational forecasting challenges in the areas of
finance, market, economic, supply, demand and
sales elements. Attendees are given an unrivaled
opportunity to learn from case studies, hands-on
workshops, and technology round tables, presented
by some of the most innovative practitioners,
thought leaders and methodologists working in
forecasting today.
Business Forecasting 2011 is comprised of three
unique tracks; Financial Forecasting, Competitive
Intelligence and Demand Planning & Forecasting.
Additionally, there is a fourth track included, which
focuses on building capabilities in statistical
forecasting and leveraging forecasting tools.
Attendees from a wide range of industry and
functional backgrounds make it a goal to attend
Business Forecasting 2011. This broad makeup
provides exceptional Networking Opportunities to
enhance attendees’ experience at the event, as
well as build lasting relationships for continued
learning well into the future.
The attendee profile at Total Customer Experience 2013 represents a breadth of titles & backgrounds, who rely on using data, insights and technology to understand and communicate with their customers.
Who Should Attend?
Customer Experience and Intelligence Executives User Experience Professionals Product Managers CRM Managers, Directors, VPs & Analysts Chief Marketing Officers Chief Sales & Business Development Officers Customer Service and Support Professionals Customer Solutions and Technology Heads Customer Loyalty and Operations Officers Marketing Managers, VPs, Directors & Analysts Relationship Managers, VPs, Directors & Analysts Communication Managers, VPs, Directors & Analysts Sales and Business Development Managers, VPs, Directors & Analysts PR & Community Outreach Professionals CIOs, IT Systems and Data Managers Business Analysts, Project/Program Managers Research Analysts and Managers Quality Analysts and Managers Strategic Planners CEOs & Corporate Strategy Executives Anyone with responsibilities for external customer/client management.
Creating optimal experiences promotes loyalty and builds
brand value. The challenge for today’s marketers,
developers and product managers is providing the right
experiences through the right channels at the right time.
Solving these challenges begins with the user - the
customer – and what we understand about their wants
and needs.
Total Customer Experience 2013 is a two-day, two-
track, learning, networking summit focused on customer
management, experience, product management and
design.
At Total Customer Experience 2013, attendees are
given an unrivaled opportunity to learn from keynotes,
case studies, strategy, best-practice and interactive
sessions, presented by some of the most innovative
practitioners, thought leaders and methodologists working
in customer management today. This integrated program
provides the most comprehensive customer experience
curriculum on the market today. This is a
vendor/software-neutral event, instead focusing on
innovative takeaways and proven best-practice
strategies.
Attendees from a wide range of industry and functional
backgrounds make it a goal to attend Total Customer
Experience 2013. This broad makeup provides
exceptional Networking Opportunities to enhance
attendees’ experience at the event, as well as build
lasting relationships for continued learning well into the
future.
www.altamont-group.com 510-984-2961
8:30am - Opening Address
Collaborative Experience Design An organizational collaboration approach to designing experiences that delight users
9:45am - Keynote
A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business
11:00am - Keynote
Driving an Experience-Based Culture Reinforce products and brands through strong experiences
Customer lifecycle mapping to visualize value-adding opportunities
Utilize a methodology that focuses on relevancy, consistency, frequency, value,
recognition and interactivity to win and keep business
Focus on emerging media is the customer engagement game changer
Develop an engagement strategy using multiple channels and touch points
Utilize a new capability model to optimize marketing spend
Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting
Day One, Monday, September 9th
Opening Address & Keynotes
Bring UX, CX and product managers into a collaborative and cross-functional, high-
performance organization
Create a customer-centered experience that leverages design, product and
technology excellence
Leverage the value found in voice-of-customer and test and learn methodologies
Migrate to an Agile work environment that thrives on group creativity and remaining
nimble to make rapid changes based on customer feedback and needs
Develop a lean process from design to enterprise rollout to customer
Presenter: Karen Pascoe Senior Director, User Experience Design, PayPal
Develop a roadmap for transforming people, process and technology elements of
your customer management infrastructure
Create a personalized approach to customer engagement through deeper customer
understanding
Harness customer intelligence to predict lifetime value and retention capabilities
Gain a more comprehensive understanding of customer wants and needs for
enhanced strategic and tactical planning capabilities
Presenter: Michael Kanazawa, Managing Director at Bedrock Consultants
1:00pm
Customer Value Chain Mapping Pinpoint engagement opportunities that enhance customer value
Break down each step or deliverable that adds value to your customers
Grow the overall value proposition by exploiting the most valuable attributes of your product or service
Gain insight into value-to-customer to enhance product innovation
Enhance customer segmentation capabilities through better understanding of customer interests
Presenter: Reginald Chatman, Director, Customer Advocacy/Experience at SanDisk
2:15pm
Customer Relationship Measuring & Monitoring Evaluate channel and engagement strategies through effective customer performance management
Create brand loyalty through customer insights
Techniques for combining customer data to create full views of customers and customer segments
Strategies for the most effective engagement medium and messaging
Leveraging Social Media for Customer Insights Presenter: Lisa Pressler Nakano, Director, Global Customer Experience, Equinix
3:30pm Maximize your Return on Customer Experience Creating the behaviors that you need and want from your customers
Mapping the “real” customer experience”
Understanding and “Valuing” your customer touchpoints
Design customer experiences proactively
Segment customer experiences by varying needs
Ensure executives and employees live your customer’s experience
Enable the experience component by carefully balancing technology and touch
Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting
Total Customer Experience Experience Design
1:00pm
Voice of Customer Excellence Create deep product insights that drive optimization and enhance experience
Effective methodology used to capture Voice of Customer
Using customer analytics to promote customer-driven innovation
Product lifecycle analysis and linking VoC to product lifecycle stages
Develop a growth strategy based on VoC that is rooted in lifecycle analysis
Presenter: Dann Allen, Head of Experience Design and Improvement at AAA
2:15pm Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points
Understanding the components of an “ideal” customer journey and transition from conversion funnel
Streamline the customer experience by simplifying the purchase process
Analyze the barriers, motivations, actions and possible questions to find duplication and missing links
Optimize and support the customer’s “out-of-box” experience
Presenter: Traci e Scott, Director, CXIA Architecture and Analytics at Symantec
3:30pm Test & Learn Optimization
Use test and learn analytics to optimizing features through real-world testing
Bring product features to market more successfully through better understanding of what features work
Small-scale user testing methodology
Large scale A/B testing tools and multivariate testing
Encourage test and learn evangelism throughout the product organization
Hands on examples of how test and learn works in different product environments
Day One, Monday, September 9th
Breakout Sessions
8:30am - Opening Address
Designing Great Products Promoting a strategic approach to UX leadership resulting in products that make sense to users
9:45am - Keynote
Integrated Customer Experience Leverage customer insights, user research and analytics to gain a full understanding of the customer
Why we do what we do: The importance for leaders to plan tactics but lead with strategy
for inspired results
What's changed? Why User Experience is more important now than just a few years ago
Building blocks: The importance of starting with a sound web strategy and how that
translates to the epic and story levels
Balancing act: Balancing business goals with user goals for true customer experience
What's the big idea? Customer input combined with fresh creative ideas drives innovation
When is enough enough? The benefits of enough testing, when it's important and keeping
it relevant
Looking for clicks in all the right places: Aligning brand with user expectations
Finding the sweet-spot: Working with Agile philosophy, methodology and process
Build it and they will come: But will users find what they need and know how to use it?
The new kid: The role Content Strategy plays in the total mix of UX disciplines
Why should they care? Promoting the importance and value of UX in a development
centric organization
Presenter: Susanne Scher, SVP User Experience Design Director, Online/Mobile
Solutions at Bank of America
Day Two, Tuesday, September 10th
Opening Address & Keynotes
Create and use a multi-channel and cross channel engagement strategy that
maximizes touchpoints
Utilize both activity-based and value-based marketing to measure both quantitative
and qualitative results of engagement
Ensure consistency and uniformity of the voice speaking to customer across different
engagement touchpoints
Leverage customer data and analytics to know their DNA as they experience various
channels and user platforms
Presenter: Kelly Braun, Sr. Director, User Insights & Analytics at Walmart Global
eCommerce
11:00am
WOM-Driven Customer Loyalty Understanding the reach and power of digital media to create optimal customer engagement
Harness the power of user-generated content to increase brand value and develop competitive advantage
The importance of customer voice and understanding the risks and rewards associated with customer evangelism
Evaluate the costs and ROI associated with WOM and customer evangelism
Methodology in how to effectively leverage customer evangelism to increase sales and build brand and reputation
Ethical considerations and WOM governance 1:00pm
B2B Customer Engagement Marketing Framework and strategies for managing the B2B customer and improving lifetime value
Strategies and tactics for accelerating “sales ready” leads
Research and segmentation techniques to identify customers with the most value and growth potential
Critical metrics and indicators to ensure B2B customer management success and improve customer lifetime value
Acquiring and managing B2B feedback to improve products and services
11:00am
Mobile Design Strategy Optimizing the mobile user experience
Harness the tremendous potential of smartphones, tablets and social networks to improve customer engagement and build loyalty
Promoting brand awareness via value adding applications
Designing a mobile user experience around needs and ease of use
Usability testing on mobile devices
Understanding the ever-evolving mobile customer trends to stay one-step ahead
1:00pm
Simplified Product Portfolio Management Develop a simplified product development and portfolio management framework
Strategic framework to assist with simple and effective prioritization decisions
Just-in-time tools to help with real-world portfolio management challenges
Three phase approach to defining and evaluating products and portfolios for optimal resource allocation
Methodology to extrapolate information and score innovation for prioritization
Total Customer Experience Experience Design
Day Two, Tuesday, September 10th
Breakout Sessions
2:15pm - Closing Address
Customer Experience Journey A multi-industry look into managing the customer experience
Lessons learned through a customer experience executives’ s eye’s at Pacific Bell,
Continental Airlines, Microsoft, Plumtree & Oracle
Empowering employees to be customer focused
Walking in the customer’s shoes
“Owning” the customer
Presenter: Dennis Reno, Vice President of Customer Experience, Oracle
Reservations: 1-888-627-8404 Mention the Altamont Group Room Block to the customer service agent to receive this exclusive reduced rate.
Online Reservations:
https://www.starwoodmeeting.com/StarGroupsWeb/res?id=1307084438&key=A9D55
Total Customer Experience 2013 Area, Venue
& Travel
Information
Area – San Francisco International Airport Located near San Francisco International Airport, our venue provides excellent access to Bay Area transportation as well as all the city has to offer. Altamont Group has on-the-ground knowledge of the area’s best restaurants, hotels and shows to maximize your experience outside the Summit.
Hotel and Accommodation Facilities Our venue’s excellent location offers easy access to the entire San Francisco Bay Area. We have scouted locations throughout the region and find that the Westin San Francisco Airport offers excellent accommodations, an unrivaled meeting environment and tremendous value.
Travel This event is best accessed by-way-of San Francisco International Airport. A complimentary hotel shuttle leaves every 20 minutes from SFO, directly to the event location. Oakland International Airport offers another convenient traveling option for our non-local guests and can be accessed by BART trains or taxi cabs.
Venue – Westin SFO
The Westin San Francisco Airport
1 Old Bayshore Highway Millbrae, CA 94030
Altamont Group Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org.
Program Level: Basic Delivery Method: Group-Live Prerequisites: None Advanced Preparation: None
Earn CPEs
CPE Credits: 13
Negotiated Room Rate
$ 159 / night
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T R
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Total Customer Experience 2013
Early Registration ** Early registration is available until: July 15
th, 2013
$ 1,599
Standard Registration
$ 1,799
Additional Attendee
$ 1,299
Three Attendee Rate
$ 3,999
For current discount and group rates, please contact Thomas Johnson at: [email protected] or 510-984-2961
Attendee Information Attendee Name Title Organization Email Phone
Additional Attendee Name Title Email
Additional Attendee Name
Title Email
Payment Information
Check/Purchase Order Credit Card
Name on Card
Card Number Expiration Date CV2 (card verification number) Billing Address City/State/Zip Pay By Check: Checks should be made payable to Altamont Group Inc. The mailing address for checks and tax forms is 205 N. 2nd Avenue, Oakdale, CA 95361 Cancellation/Rescheduling Policy: All cancellations made four weeks or longer from the summit’s start date will be provided a full refund or credit toward current or future Altamont Group programs. Any cancellations made within four weeks of the programs start date will be provided with credit toward current or future Altamont Group programs.
Registration Information
P: 510-984-2961
F: 510-380-7377
For questions regarding
group discounts,
accommodations or
speaker information,
contact Thomas Johnson
at:
tjohnson@altamont-
group.com
All mailed registration and
inquiries to:
Altamont Group Inc.
205 N. 2nd Avenue
Oakdale, CA 95361
www.altamont-group.com 510-984-2961