2013 Total Customer Experience Summit

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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 510-984-2949

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2013 Total Customer Experience Summit

  1. 1. 2013Customer Experience Total September, 9th & 10th 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
  2. 2. 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
  3. 3. 2013Customer 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 jevans@altamont-group.com 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
  4. 4. TotalCustomerExperience2013 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. REGISTRATION 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: tjohnson@altamont-group.com 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

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