engagement & experience expo 2015 agenda - …...organization. at engagement & experience...

2015 | AGENDA

2 01 5

Engagement & Experience Expo 2015 PLATINUM SPONSOR

info: Mark Johnson | [email protected] • register: www.ENGAGEMENTEXPO.com2 AGENDA2015

Customer Experience and Customer Engagement have become complex and multi-layered

disciplines, posing a multitude of challenges and opportunities that impact every part of an

organization. At Engagement & Experience Expo, you’ll learn the critical approach that other

marketers are using to not only engage customers, but to also retain them as brand advocates.

agenda overview

Engagement & Experience Expo 2015 SPONSORS

expo | 2015

info: Mark Johnson | [email protected] • register: www.ENGAGEMENTEXPO.com 3AGENDA2015

venue | mapLincoln Ballroom

Engagement & Experience Expo 2015 EXHIBITORS

cogensiaA CAC|GROUP Company

EXHIBITHALL

LINCOLN EAST - 1, 2, & 3

ADAMS

ADAMS

ELEVATOR

SERVICEAREA

ESCALATOR& STAIRS

LINCOLN WEST - 6, 7, & 8

GENERALSESSIONS

TOGARAGE

JACK

SON

WAS

HING

TON

SESSIONS

SESSIONS

LINCOLN BALLROOMHilton Dallas Lincoln Centre | Dallas, Texas

7:30am – 6:00pm REGISTRATION OPEN

7:30am – 8:30am BREAKFAST in Foyer

8:30am – 9:30am BREAKOUT SESSION Inside CX – Giving Structure and Heart to your CX Program for Optimal Outcomes with Diane Magers, Customer Experience Executive | AT&T

8:30am – 9:30am WORKSHOP SESSION Integrating Customer Experience and Loyalty: Best Practices in Design, Delivery and Measurement with Meg Culp, Executive Vice President, Strategy | rDialogue and Phil Rubin, CEO | rDialogue

9:40am – 9:50am OPENING REMARKS with Mark Johnson, CEO | Loyalty360

9:50am – 10:35am GENERAL SESSION Delivering High Performance, Personalized Brand Experiences to Customers with Artemio Garza, Chief Marketing Officer | Meineke and Brad Marg, COO | Clutch

10:35am – 11:20am GENERAL SESSION General Session Featuring Gold’s Gym - Check Back for Details with William Flloyd, Chief Information Officer | Gold’s Gym

11:20am – 12:20pm GENERAL SESSION It’s a CX Tug of War and The Customer is Winning. Now What? with Christie Nelson, Chief Marketing Officer | USA Futsal, Frank Hamlin, CMO | Gamestop and Dave Sims, Vice President of Loyalty Marketing | La Quinta Inns & Suites

12:30pm – 1:30pm LUNCH in Exhibit Hall

Lincoln East 1, 2, 3




agenda overview


monday | 11.9.15


Jackson / Adams

SUNDAY REGISTRATION AVAILABLE!!!Beat the lines and register on Sunday - the registration booth will be open from 4:00pm - 6:00pm Sunday.


Jackson / Adams

monday | 11.9.15agenda overview


1:30pm – 2:15pm BREAKOUT SESSIONS How Domino’s Uses Digital To Take a Big Slice Out of the U.S. Pizza Industry with Dennis Maloney, Chief Digital Officer | Domino’s Pizza and Logan Flatt, SVP, Strategic Planning | Ansira

The Lens of CX – An Optical Perspective on Building Communities and Customer Experience from the Ground Floor with Diana Helfinstine, VP of Customer Experience | Essilor and Al Perkinson, VP of Marketing | Costa Sunglasses

2:25pm – 3:10pm BREAKOUT SESSIONS Tots & Tires - How Innovation is Driving the Next Best Experience in Customer Engagement with Jennifer Wainwright, Director of Digital & CRM | Bridgestone, Jenn McMillen, Chief Accelerant | Incendio and Jim Sturm, CEO & President | Brierley+Partners

Getting Your Brand in The Game - Taking a Grassroots Approach to Build Brand Awareness with Christie Nelson, Chief Marketing Officer | USA Futsal

3:10pm – 3:40pm BREAK in Exhibit Hall

3:40pm – 4:10pm SHOWCASE SESSIONS The Power of Preference with Brian Hood, Director of Digital Marketing | Intuit and Eric Holtzclaw, Chief Strategist | PossibleNOW

Customer Experience vs. Customer Engagement: How to Crack the Code with Luc Garneau, VP of Strategic Consulting | DataCandy

BRANDisruption: Let Go of the Myth that Your Brand Belongs to You and Achieve Ridiculously Great Results with Jen Swanson, Director of Digital Marketing | Children’s Hospitals and Clinics of Minnesota and Andrew Eklund, Founder & CEO | Ciceron

4:15pm – 5:00pm BRAND ROUNDTABLES (Brand/Marketer-Only)

5:00pm – 6:30pm WELCOME RECEPTION in Exhibit Hall

9:00pm AFTER HOURS PARTY (By Invite Only)



Jackson / Adams

Jackson / Adams

Adams / Washington

Sponsored By

Lakeview


tuesday | 11.10.15agenda overview

7:00am – 7:30am MORNING SOCIAL

7:30am – 5:00pm REGISTRATION OPEN

7:30am – 8:30am BREAKFAST in Exhibit Hall

8:30am – 9:30am BREAKOUT SESSIONS CX Awards eXChange: Meet the Finalists Employee Engagement

Measurement

Customer Insights

9:45am – 10:45am BREAKOUT SESSIONS CX Awards eXChange: Meet the Finalists Customer-centric Culture

Brand Messaging

Technology

10:45am – 11:15am BREAK in Exhibit Hall

11:15am – 12:15pm KEYNOTE SESSION Dallas Cowboys Content Combine with Matthew O’Neil, Vice President of Marketing | Dallas Cowboys

12:15pm – 1:15pm CX AWARDS LUNCH

1:30pm – 2:00pm SHOWCASE SESSIONS Big Data, Big Deal: Unlock the Power in Your Digital Business with Carolyn Muise, Vice President | EMC Total Customer Experience

Customer Experience Progress over Perfection with Milista Anderson, Chief Customer Officer | SunGard Corporate Liquidity & Energy

The Road to an Engaged and Active Community through Personalized and Rewarding Experiences with Nataki Edwards, VP of Digital Strategy & Operations | AARP

c u s t o m e r e x p e r i e n c e a w a r d s

XC


Lakeview




Jackson / Adams

Jackson / Adams

Jackson / Adams

Adams / Washington

Adams / Washington

Adams / Washington

Sponsored By


tuesday | 11.10.15agenda overview

2:10pm – 2:40pm SHOWCASE SESSIONS How Samsung Activates Customer Data to Deliver Omni-Channel Engagement That Drives Business Results with Tim Benner, Sr. Director of Marketing Science and Strategic Analytics, Samsung Electronics America and Ray Lansigan, Associate Partner | Rosetta Consulting

Is Your CX in “Shape?” The Changing Role of Engagement & Customer Experience in the Fitness Industry with Brad Bean, Sr. Director of Member Experience | Gold’s Gym and Lonnie Mayne, President | InMoment

Delivering Solid Customer Experiences Through Better Feedback with Vinay Khetarpal, Sales Executive | Inquisium

2:50pm – 3:40pm GENERAL SESSION Which Wall Does the Brand Go On? with Julian Aldridge, VP, Brand Evangelism and Activation | Charles Schwab

3:40pm – 4:30pm GENERAL SESSION Loyalty360 CX Award Winners: A Panel Discussion with CX Super Heroes with Mark Johnson, CEO | Loyalty360

4:45pm – 5:30pm SPEED NETWORKING

5:30pm – 7:00pm COCKTAIL RECEPTION in Exhibit Hall

7:00pm – 9:00pm CX AWARDS FINALIST DINNER (By Invite Only)




Jackson / Adams

Adams / Washington

Lakeview

wednesday | 11.11.15agenda overview


8:00am REGISTRATION OPEN

8:00am – 9:00am BREAKFAST in Exhibit Hall

9:00am – 10:00am WORKSHOP SESSION Seeing Beyond the Strategy: Landing CX in the Real World with Liam O’Connor, Principal, Customer Acquisition Practice | Lenati and Paul Conder, Principal, Customer Experience Practice | Lenati

10:15am – 11:00am BREAKOUT SESSIONS Creating Effective CX can be “Taxing” yet Financially Valuable within the “Walls of Marketing” with Dana Hyatt, Vice President, Customer Experience | Thomson Reuters

CX Retail Revolution: How Goodwill Transformed Retail in Six Months with Chris Politakis, Director of Marketing & Communications | Goodwill, Liam O’Connor, Principal, Customer Acquisition Practice | Lenati and Paul Conder, Principal, Customer Experience Practice | Lenati

11:15am – 12:00am GENERAL SESSION Current and Future States of CX: An Analyst Panel Discussion with Marcin Kosciak, SVP Marketing Strategy | Loyalty360, and Narina Sippy, CMO | Stellar Loyalty

12:00pm – 1:00pm LUNCH in Exhibit Hall

1:00pm – 4:00pm DALLAS COWBOYS OFFSITE, AT AT&T STADIUM (Brand/Marketer-Only)




Jackson / Adams

engagement & experience expo 2015 agenda - …...organization. at engagement & experience...

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