Forrester’s Forum ForeBusiness & Channel Strategy Professionals
Lead the digitaL Business RevoLutionNovember 5–6, 2013 Sheraton Chicago Hotel & Towers Register before September 28 to save $200
“Firms must embed digital into everything they do — and eBusiness executives will be expected to lead the charge.”Bill doyle Vice President, Principal Analyst Forrester Research
Register before September 28 and save $200!
Visit forrester.com/EBIZ13 or call +1 888.343.6786
FORRESTER’S FORUM FOR
eBUSinESS & ChannEl STRaTEgy
PROFESSiOnalS
Lead the digital Business Revolution
Digital will become the backbone of your entire business strategy. More than half of eBusiness & Channel Strategy Professionals we speak with agree, yet a mere 20% have mastered yesterday’s basics, such as a seamless handoff between channels. Do you have what it takes to win in the digital business revolution?
This Forum will provide eBusiness & Channel Strategy Professionals with the direction they need to lead their firm’s move to digital dominance. attendees will learn how to lead the transformation of their firm’s digital sales and service strategies — and, in the process, overhaul their customer relationships.
WhO ShOUlD aTTEnD
• eBusiness & Channel Strategy Professionals
• VPs and directors of eCommerce
• VPs and directors of eBusiness
• VPs and directors responsible for digital sales and service strategies
• Senior digital strategy leaders
WhaT aTTEnDEES Will gain
At this year’s Forum For eBusiness & Channel Strategy Professionals, Forrester will help you:
• Understand the new demands of today’s consumers.
• Become the chief digital officer and lead your company’s digital revolution.
• Craft next-generation mobile services.
• Reshape your organization and internal relationships to drive your success.
• Master best practices in B2B digital sales and service.
FEaTURing
In addition to the latest content from our analysts, attendees will get a first look at new Forrester reports, including:
• “The Digital Business Imperative” by Bill Doyle, Vice President, Principal Analyst, and Martin Gill, Principal Analyst.
• “Digital Maturity Model”
• “Digital Maturity Model Data Insights”
Join us
industry speakers
g. dwayne Chambers Senior Vice President and Chief Marketing Officer, Krispy Kreme Doughnut CorporationG. Dwayne Chambers oversees all global branding, marketing, and communications for the 76-year-old iconic brand, which serves more than 750 locations in 24 countries.
dennis MaloneyVice President of Multimedia Marketing, Domino’sDennis Maloney leads development and implementation of the company’s digital strategy and has more than doubled annual digital sales exceeding $1 billion.
Robert MulhallHead of Direct Channels, AIBRobert Mulhall’s experience spans many diverse areas of banking, including IT, business intelligence, customer relationship management, and business and sales management.
For the most up-to-date list of speakers, go to forrester.com/EBIZ13.
Forrester Keynotes
WINNING THE DIGITAl REVolUTIoN WITH YoUR IT AllIES
It used to be so easy: Windows, Internet Explorer, an eCommerce platform. And now? Multiple devices, operating systems, five different browsers — none of which your existing tech supports very well and which seem to be changing faster than IT can say “No way.” Help is coming for eBusiness professionals from a seemingly unlikely source: a new generation of business-minded, entrepreneurial developers. luckily for you, they can’t wait to become your ally and deliver modern, omnichannel applications. This sessions will teach you:
• How leading eBusiness organizations are working more closely than ever with developers.
• How this collaboration is redefining traditional organizational boundaries.
• How some of these folks could end up as your new BTFs (best technical friends).
INTRoDUCING THE DIGITAl BUSINESS IMPERATIVE
To keep pace with digital-savvy consumers, firms must become digital to their core. During this presentation, you will learn:
• Why eBusiness professionals are ideally poised to lead the digital transformation.
• How the eBusiness team of today will transform into the digital team of tomorrow.
• What critical skills and competencies you need to develop now to ensure future success.
lEAD THE DIGITAl BUSINESS REVolUTIoN
It’s happened. A critical mass of your customers, prospects, and employees has become “digital first.” During this introduction to Forrester’s eBusiness & Channel Strategy Forum, you will learn:
• How digital will disrupt even the most conventional businesses.
• How traditional firms’ current lack of urgency gives upstarts an advantage.
• How the battle between incumbents and upstarts will play out over the next 10 years.
Bill doyleVice President, Principal Analyst, Forrester ResearchBill has helped brokerages, asset managers, and insurers design their websites and understand their market opportunities.
Martin gillVice President, Principal Analyst, Forrester Research Martin covers digital and eBusiness maturity and how firms can adopt processes and metrics to embed digital tools throughout their organization.
Jeffrey s. hammondVice President, Principal Analyst, Forrester Research Jeffrey is a leading expert on mobile development, modern application architecture, application life-cycle management, and open source policies and projects.
agenda: Tuesday, November 5
8:00 AM networking Breakfast in the solutions showcase and Presentation With acquity group
9:00 AM Lead the digital Business Revolution: opening RemarksBill Doyle, Vice President, Principal Analyst, Forrester Research
9:30 AM introducing the digital Business imperative Martin Gill, Vice President, Principal Analyst, Forrester Research
10:00 AM integrating digital Programs With the Core Brand G. Dwayne Chambers, Senior Vice President and Chief Marketing Officer, Krispy Kreme Doughnut Corporation
10:30 AM Platinum sponsor Keynote
11:00 AM Morning networking Break in the solutions showcase
11:45 AM
YoUR DIGITAl REVolUTIoN BATTlE PlAN tRaCK: MuLtitouChPoint
CoMMeRCe
transforming Your omnichannel BusinessAdam Silverman, Principal Analyst, Forrester Research
PREPARING FoR THE NExT BIG FRoNTIER tRaCK: ContextuaL MoBiLe
seRviCes
Mobile shifts into “Real-time” gearJulie A. Ask, Vice President, Principal Analyst, Forrester Research
NEWS FRoM THE FRoNT lINES tRaCK: digitaL Lessons
LeaRned
the digital Revolution: Reshaping the Banking industry Catherine Graeber, Vice President, Principal Analyst, Forrester Research
12:30 PM networking Lunch and dessert in the solutions showcase
1:30 PM YoUR DIGITAl REVolUTIoN BATTlE PlAN tRaCK: MuLtitouChPoint
CoMMeRCe
eBusiness Metrics that MatterSucharita Mulpuru-Kodali, Vice President, Principal Analyst, Forrester Research
PREPARING FoR THE NExT BIG FRoNTIER tRaCK: ContextuaL MoBiLe
seRviCes
how to Build Best-in-Class Mobile appsMike Gualtieri, Principal Analyst, Forrester Research
NEWS FRoM THE FRoNT lINES tRaCK: digitaL Lessons
LeaRned
Battling travel industry disruption With digital infusionTBA
2:15 PM intermission
2:25 PM gold sponsor sessions
2:55 PM afternoon networking Break in the solutions showcase
3:40 PM transferring Customer experience through innovation in digitalRobert Mulhall, Head of Direct Channels, AIB
4:10 PM industry Keynote tBa
4:55 PM Forrester groundswell awards Nate Elliott, Vice President, Principal Analyst, Forrester Research
5:05 PM Closing RemarksBill Doyle, Vice President, Principal Analyst, Forrester Research
5:10 PM evening networking Reception in the solutions showcase
8:00 AM networking Breakfast in the solutions showcase
9:00 AM day two RemarksBill Doyle, Vice President, Principal Analyst, Forrester Research
9:10 AM Winning the digital Revolution With Your it allies Jeffrey S. Hammond, Vice President, Principal Analyst, Forrester Research
9:40 AM the Mobile vendor shootout Julie A. Ask, Vice President, Principal Analyst, Forrester Research
10:25 AM Morning networking Break in the solutions showcase
10:55 AM
YoUR DIGITAl REVolUTIoN BATTlE PlAN tRaCK: MuLtitouChPoint
CoMMeRCe
tomorrow’s digital experience PlatformPeter Sheldon, Principal Analyst, Forrester Research
PREPARING FoR THE NExT BIG FRoNTIER tRaCK: ContextuaL MoBiLe
seRviCes
transformation For the internet of thingsSarah Rotman Epps, Senior Analyst, Forrester Research
NEWS FRoM THE FRoNT lINES tRaCK: digitaL Lessons
LeaRned
Revolutionizing indirect Customer Relationships With Mobile strategiesEllen Carney, Principal Analyst, Forrester Research
11:40 AM intermission
11:45 AM gold sponsor sessions
12:15 PM networking Lunch and dessert in the solutions showcase
1:15 PM
YoUR DIGITAl REVolUTIoN BATTlE PlAN tRaCK: MuLtitouChPoint
CoMMeRCe
accelerate the Revolution through PartnershipsBert DuMars, Vice President, Principal Analyst, Forrester Research
PREPARING FoR THE NExT BIG FRoNTIER tRaCK: ContextuaL MoBiLe
seRviCes
how Mobile Can transform Your Customer experienceRon Rogowski, Vice President, Principal Analyst, Forrester Research
NEWS FRoM THE FRoNT lINES tRaCK: digitaL Lessons
LeaRned
successful attack Plans For omnichannel dominanceTBA
2:00 PM intermission
2:10 PM digitizing Your analog Company Dennis Maloney, Vice President of Multimedia Marketing, Domino’s
2:40 PM industry Keynote tBa
3:10 PM Conclusion
agenda: Wednesday, November 6
track: Multitouchpoint Commerce
Your digital Revolution Battle Plan
TRANSFoRMING YoUR oMNICHANNEl BUSINESS
adam silverman, Principal Analyst, Forrester Research
The role of the eBusiness leader is changing — from solely driving growth in the eCommerce channel to strategically leading organizations through their digital transformation. With this transformation comes a tremendous amount of hype around the latest omnichannel software solution or must-have digital experience. This session will help eBusiness leaders separate the wheat from the chaff and map out their omnichannel initiatives in both physical and digital channels. During this session, you will learn:
• How new digital capabilities are shaping the future store.
• Which initiatives are truly driving growth and which ones are anemic.
• omnichannel best practices for eBusiness leaders.
eBUSINESS METRICS THAT MATTER
sucharita Mulpuru-Kodali, Vice President, Principal Analyst, Forrester Research
With eCommerce and mobile commerce growing at a rapid rate, eBusiness executives are swimming in a sea of big data. Virtually every action by customers is trackable and quantifiable, making prioritizing metrics challenging. During this session, you will learn:
• Which metrics are most critical.
• What resources companies use for benchmarking.
• How companies are tracking engagement across channels.
ToMoRRoW’S DIGITAl ExPERIENCE PlATFoRM
Peter sheldon, Principal Analyst, Forrester Research
Marketers and eBusiness professionals need to build cohesive digital experiences. These next-generation solutions must blend best-of-breed web content management and commerce capabilities in a single toolset. This session will map out a cohesive digital experience strategy by explaining:
• Why the convergence of web content management and commerce matters.
• What the must-have capabilities of a digital experience platform are.
• How to architect a commerce-enabled digital experience platform.
ACCElERATE THE REVolUTIoN
THRoUGH PARTNERSHIPS
Bert duMars, Vice President, Principal Analyst, Forrester Research
eBusiness leaders will need strong internal relationships to lead the revolution. The most critical one? The CMo, who must accelerate digital marketing innovation. In this session, you will learn:
• How to increase overall organizational awareness of eBusiness initiatives.
• How to work with the CMo to increase eBusiness budgets and impact.
• How to build eBusiness platforms that unleash digital and marketing innovation.
track: Contextual Mobile Services
Preparing For the next Big Frontier
MoBIlE SHIFTS INTo “REAl-TIME” GEAR
Julie a. ask, Vice President, Principal Analyst, Forrester Research
Customers are experiencing a mobile mind shift. This session will help digital strategists understand the full impact of mobile on their business by teaching you:
• How consumer behavior has changed and will change in the age of “sensor-ship.”
• How mobile is altering today’s business models — from cost infrastructure to pricing strategies.
• What steps business strategists should take to thrive in the new era of anywhere, anytime access to information and services.
HoW To BUIlD BEST-IN-ClASS MoBIlE APPS
Mike gualtieri, Principal Analyst, Forrester Research
The technology choices to develop your eCommerce mobile app can be mind-boggling. Combining that with the multiple-platform conundrum to support ioS, Android, Microsoft, and BlackBerry means that the right path to developing a mobile app can be complex. In this session, you will learn:
• How to make the right technology choices for your mobile app project.
• The different strengths and weaknesses of each technology choice.
• What best practices should be used in mobile app design.
TRANSFoRMATIoN FoR THE INTERNET oF THINGS
sarah Rotman epps, Senior Analyst, Forrester Research
Think tablets made the job more challenging? Hold on, because the new wave of wearables will affect eBusiness. They allow you to transact with customers in more contexts. However, the rules of engagement are radically different than they are through conventional touchpoints. In this session, you will learn:
• How leading brands conduct eBusiness in the Internet of Things.
• What business transformations are needed to execute well.
• What disruptive devices will accelerate change for eBusiness in the future.
HoW MoBIlE CAN TRANSFoRM YoUR
CUSToMER ExPERIENCE
Ron Rogowski, Vice President, Principal Analyst, Forrester Research
Mobility is a core attribute of today’s perpetually connected, hyperactive, and attention-challenged customers, whose expectations for immediacy, convenience, and context have risen dramatically. As such, mobile devices — and the experiences they support — have become catalysts for transforming customer experiences that extend far beyond the devices themselves. At this session, you will learn:
• How mobile affects the overall customer experience.
• How to identify opportunities to enhance and transform your customer experience with mobile.
• How to design current and future mobile customer experiences.
news From the Front Lines
THE DIGITAl REVolUTIoN: RESHAPING THE BANKING INDUSTRY
Catherine graeber, Vice President, Principal Analyst, Forrester Research
Digital services have disrupted the banking industry, unleashing a storm of innovation that is fundamentally changing the industry. lessons learned from current banking strategies and tactics clearly illustrate that the only way to survive is to reach customers across digital touchpoints as they make decisions. Key takeaways from this session include:
• The rise of the new digital consumer and the role of digital money management in banking in the future.
• The need for banks to disrupt themselves, requiring everyone at every level to accept the responsibility of becoming a digital disruptor.
• Examples of banks that are on a path to digital transformation.
BATTlING TRAVEl INDUSTRY DISRUPTIoN WITH DIGITAl INFUSIoN
tBa
Mergers, disruption, and a recession . . . oh my! The travel industry has faced many obstacles over the past five years. In this session, you’ll hear from a leading airline about how it has:
• Placed digital at the heart of its direct-to- consumer strategy.
• organized teams to infuse digital throughout the entire firm.
• Improved key customer metrics with its customer-centric digital strategy.
REVolUTIoNIZING INDIRECT CUSToMER RElATIoNSHIPS WITH MoBIlE STRATEGIES
ellen Carney, Principal Analyst, Forrester Research
Massive disruption in the insurance industry serves as a sign of things to come in other businesses. Empowered consumers and converging physical and digital worlds via mobile devices offer more opportunities to engage. At the same time, regulatory changes create big risks and even bigger dislocations. Disruption in the insurance industry has implications for any business that must enable agent- or advisor-driven customer interactions. This session will leave digital business teams with a provocative view of:
• How market forces are shaping digital insurance strategies through the end of the decade.
• What new digital business scenarios are emerging.
• What role digital teams will play in creating opportunity out of disruption.
SUCCESSFUl ATTACK PlANS FoR oMNICHANNEl DoMINANCE
tBa
No industry has raced to multichannel (or omnichannel) dominance faster than the retail industry. Simple cross-channel programs like buying online with in-store pickup are just the tip of the iceberg in engaging with shoppers across touchpoints. In this session, hear from a leading VP of eCommerce about how his or her firm has:
• Appointed a head of digital channels to transform the business.
• Brought key internal functions together to create a digital engagement strategy.
• overhauled processes to execute a winning digital strategy.
track: Digital lessons learned
“It was an excellent chance to see industry-leading brands tell us why they are leading — how they think, what they experiment with.” Laurie hermance-Moore Associate Director, Resource Interactive
1-on-1 analyst Meetings
SERVING APPlICATIoN DEVEloPMENT & DElIVERY PRoFESSIoNAlS
Mike gualtieriPrincipal AnalystForrester Research
Jeffrey s. hammondVice President, Principal AnalystForrester Research
SERVING CMos
Bert duMarsVice President, Principal AnalystForrester Research
SERVING CUSToMER ExPERIENCE PRoFESSIoNAlS
Ron RogowskiVice President, Principal AnalystForrester Research
SERVING eBUSINESS & CHANNEl STRATEGY PRoFESSIoNAlS
Julie a. askVice President, Principal AnalystForrester Research
ellen CarneyPrincipal AnalystForrester Research
Bill doyleVice President, Principal AnalystForrester Research
Martin gillVice President, Principal AnalystForrester Research
Catherine graeberVice President, Principal AnalystForrester Research
andy hoarSenior AnalystForrester Research
Carrie JohnsonVice President, Practice LeaderForrester Research
tiffani MontezPrincipal AnalystForrester Research
sucharita Mulpuru-KodaliVice President, Principal AnalystForrester Research
Peter sheldonPrincipal AnalystForrester Research
adam silvermanPrincipal AnalystForrester Research
Peter WannemacherSenior AnalystForrester Research
SERVING MARKETING lEADERSHIP PRoFESSIoNAlS
nate elliottVice President, Principal AnalystForrester Research
sarah Rotman eppsSenior AnalystForrester Research
expert advice
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Forrester’s Forum For eBusiness & Channel strategy Professionals
Lead the digital Business Revolutionnovember 5–6, 2013Sheraton Chicago Hotel & Towers
Visit forrester.com/EBIZ13 or call +1 888.343.6786
Join Forrester in Chicago for its 2013 Forum For eBusiness & Channel strategy Professionals and:
• accelerate your success. Through keynote and track sessions led by Forrester analysts, we deliver thought leadership and practical advice designed for your role that you can apply to your business challenges the day you return to the office.
• Learn from your peers and other experts in the field. Industry speakers, who are dealing with the same challenges as you, will share their success stories and respond to your questions.
• engage with Forrester analysts. Through prescheduled 1-on-1 Analyst Meetings, you can engage with Forrester analysts to work through how to apply what you are learning at the Forum when you are back at your company.
• Connect with peers. During discussions and roundtables or over a drink, share and gain knowledge and new perspectives from a network of peers — more than 500 delegates attend — facing similar challenges.
• get an exclusive first look at new research and survey data. Be the first to hear about Forrester’s latest big ideas and survey results.
