total customer experience conference 2013 total customer experience 2013
DESCRIPTION
Creating optimal experiences promotes customer loyalty and builds brand value. The challenge for todays 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 Conference 2013 is a two-day, two-track, learning, networking summit focused on customer management, customer experience (CX), user experience (UX),product management and design. Attendees are given an unrivaled opportunity to learn from keynotes, case studies, customer experience strategy, user experience strategy, best-practices and interactive sessions, presented by some of the most innovative practitioners, thought leaders and methodologists working in customer management (CEM) today including Sharon Carmichael, Sean Van Tyne, Jeofrey Bean and Carol Buehrens. 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.TRANSCRIPT
ALTAMONTA GROUP
TotalCustomer ExperienceNovember 6th & 7th 2013 • San Diego, 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
Agenda
8:00 am Registration and Breakfast
Day OneWednesday, November 6th
8:30 am
Opening Address - Andaz Studio:A Day in the Life of Your CustomerKnowing customer behaviors and motivations to win and keep business
Presenter - Roy Barnes, Customer Experience Expert at Blue Space Consulting
9:45am
Keynote - Andaz Studio:Collaborative Experience RedesignAn organizational collaboration approach to designing experiences that delight users
Presenter - Daniel Romano, Head of User Experience & Design at Disney Interactive Entertainment
CX Keynote - Andaz Studio:The Experience MakersLessons about being different and more valuable from
11 :00 am The Best in Customer Experience
Presenter - Jeofrey Bean, Principal at Del MarResearch & Consulting, LLC, Co-Author of TheCustomer Experience Revolution
12:00 pm
Track ATotal Customer Experience
Andaz Studio
1:00 pm
Customer Experience JourneyMappingThe road to exceptional customerexperiences
Presenter: Carol BuehrensI Customer Experience Strategist,ICWGroup
WOM-Driven Customer LoyaltyPractical examples and guidance onusing WOM & digital media to createoptimal customer engagement
2:15 pm -Presenter: Lisa F. Chen, Digital Mediaand Commerce Consultant, formerlyHead and Director of See's digitalbusiness
Maximizing your Return onCustomer ExperienceCreating the behaviors that you need andwant from your customers
Presenter: Roy Barnes, CustomerExperience Expert, Blue SpaceConsulting
UX Keynote - Studio- West:Storyboarding Mobile ExperiencesEnsure maximum return on experience in an increasinglycompetitive user experience environment
Presenter - Chad Q. Martin, Senior Mobile Designer atHewlett-Packard
Lunch - Andaz Rooftop
Track BExperience DesignExecutive Studio
Voice of Customer ExcellenceDeveloping and utilizing customerinsights and preferences to create animproved and optimal user e-commerceexperience
Presenter: Sharon Carmichael Manager,User Experience, Sony Electronics
Ethnographic Research & DesignUnderstanding and utilizing ethnographyas a social design tool
Presenter: Tressa Daniels, Manager,User Experience Design, CareFusic:m
'Test & LearnUse test and learn analytics to gaininsights into customer and product needs
Presenter: Sharon Torres, Director, UserExperience and Global Design,
, Greenwave
Track CTotal User Experience
Studio- West
Agile UX TransformationAddress the gaps between the agiledevelopment model and user experiencedesign
Presenter: Adam Korman, Director, UserExperience, ReachLocal
Digital Touchpoints AlignmentThinking beyond the device
Presenter: Alberta Soranzo, Manager,User Experience & Strategy, UCLACenter for Health Policy Research
Using UX Methodologies to Createa Culture of InnovationCreating loyal UX advocates andpartners for change
Presenters: Teena Singh, PrincipalProduct Manager & Aylin Uysal, Director,Oracle Applications User ExperienceTeam, Oracle
Closing Keynote - Anaez Studio:Designing Great ProductsGetting the Skinny on MVPs, Minimum Viable Products before building the final "fat" product
Presenters - Aliza Carpio, PD lead and Social Media Manger, IntuitJoy Caro, Social Product Catalyst, Consumer Tax Group, IntuitCarolyn Spencer, Social Media co-op, Consumer Tax Group, Intuit
Networking Reception - Andaz Rooftop
Agenda Day TwoThursday, November 7th
8:00 am Registration and Breakfast
8:30 am
Opening Address - Andaz Studio:
Product Planning & Value CreationDefining and communicating business value throughout the development process
Presenter - Fabien Reil/e, Strategic Advisor, Former VP, Product Management at JD Power & Associates
9:30 am
Keynote - Andaz Studio:Cross Channel Experience DesignCraft a uniform experience across sales channels and touchpoints
Presenter - Sean Van Tyne, User Experience Director at Fair Isaac, Co-Author of The Customer ExperienceRevolution
Track ATotal Customer Expenence
Andaz Studio
Track CTotal User Experience
Studio- West
Operationalizing the Customer ExperienceA practical roadmap for action across your organization
Experiment Loop OptimizationGoing deeper on the Experiment Loop to test and validateyour product vision
11:00 amPresenter: Sean Patrick, Principal, Promise Advisors,Former VP of CX at Life Sciences Corp
Presenters: Aliza Carpio, PD lead and Social Media Manger,Intuit & Joy Caro, Social Product Catalyst, Consumer TaxGroup, Intuit & Carolyn Spencer, Social Media co-op,Consumer Tax Group, Intuit
12:00 pm Lunch - Andaz Rooftop
1:00 pm
Customer Relationship Measuring & MonitoringFramework & strategies for evaluating and monitoringcustomer relationships
Scenario-Driven DesignExplore design possibilities through creating multiplescenarios that visualize a user's experience based on primaryaudience needs, goals and behaviors
Presenter: Kathrina Bidwell, Director, Contact Center,AltaMed Presenter: JonDelina Buckley, User Experience Research
Manager, Kelly Blue Book
2:15 pm
Closing Keynote - Andaz Studio:Driving An Experience-Based CultureReinforce products and brands through strong experiences
Presenter - Rob Maigret, Entertainment Technologist, Founder at Pico Experience Studios, Former SVP ofGlobal Creative The Walt Disney Company
3:15 pm Adjourn
ALTAMONTAGROUP GA•....