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Total Customer Experience Conference 2013 Total Customer Experience 2013

Date post: 15-Jan-2015
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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.
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ALTAMONT A GROUP Total Customer Experience November 6 th & 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
Transcript
Page 1: Total Customer Experience Conference 2013   Total Customer Experience 2013

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

Page 2: Total Customer Experience Conference 2013   Total Customer Experience 2013

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

Page 3: Total Customer Experience Conference 2013   Total Customer Experience 2013

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•....


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