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ALTAMONTAGROUP
Total
Customer Experience
November 6th
& 7th 2013 • San Diego, CA
Customer Experience Planning
Aligning CX,...
Agenda
8:00 am Registration and Breakfast
Day One
Wednesday, November 6th
8:30 am
Opening Address - Andaz Studio:
A Day in...
Agenda Day Two
Thursday, November 7th
8:00 am Registration and Breakfast
8:30 am
Opening Address - Andaz Studio:
Product P...
Keynote Speaker, "Total Customer & User Experience Summit," San Diego
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Keynote Speaker, "Total Customer & User Experience Summit," San Diego

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Keynote speaker representing Intuit TurboTax.
Topics:
1. Designing Great Products
"Getting the Skinny on MVPs, Minimum Viable Products before building the final "fat" product
2. Experiment Loop Optimization
"Going deeper on the Experiment Loop to test and validate your product vision."

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Keynote Speaker, "Total Customer & User Experience Summit," San Diego

  1. 1. ALTAMONTAGROUP Total Customer Experience November 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
  2. 2. Agenda 8:00 am Registration and Breakfast Day One Wednesday, November 6th 8:30 am Opening Address - Andaz Studio: A Day in the Life of Your Customer Knowing 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 Redesign An 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 Makers Lessons about being different and more valuable from 11 :00 am The Best in Customer Experience Presenter - Jeofrey Bean, Principal at Del Mar Research & Consulting, LLC, Co-Author of The Customer Experience Revolution 12:00 pm Track A Total Customer Experience Andaz Studio 1:00 pm Customer Experience Journey Mapping The road to exceptional customer experiences Presenter: Carol Buehrens I Customer Experience Strategist, ICWGroup WOM-Driven Customer Loyalty Practical examples and guidance on using WOM & digital media to create optimal customer engagement 2:15 pm - Presenter: Lisa F. Chen, Digital Media and Commerce Consultant, formerly Head and Director of See's digital business Maximizing your Return on Customer Experience Creating the behaviors that you need and want from your customers Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting UX Keynote - Studio- West: Storyboarding Mobile Experiences Ensure maximum return on experience in an increasingly competitive user experience environment Presenter - Chad Q. Martin, Senior Mobile Designer at Hewlett-Packard Lunch - Andaz Rooftop Track B Experience Design Executive Studio Voice of Customer Excellence Developing and utilizing customer insights and preferences to create an improved and optimal user e-commerce experience Presenter: Sharon Carmichael Manager, User Experience, Sony Electronics Ethnographic Research & Design Understanding and utilizing ethnography as a social design tool Presenter: Tressa Daniels, Manager, User Experience Design, CareFusic:m 'Test & Learn Use test and learn analytics to gain insights into customer and product needs Presenter: Sharon Torres, Director, User Experience and Global Design, , Greenwave Track C Total User Experience Studio- West Agile UX Transformation Address the gaps between the agile development model and user experience design Presenter: Adam Korman, Director, User Experience, ReachLocal Digital Touchpoints Alignment Thinking beyond the device Presenter: Alberta Soranzo, Manager, User Experience & Strategy, UCLA Center for Health Policy Research Using UX Methodologies to Create a Culture of Innovation Creating loyal UX advocates and partners for change Presenters: Teena Singh, Principal Product Manager & Aylin Uysal, Director, Oracle Applications User Experience Team, Oracle Closing Keynote - Anaez Studio: Designing Great Products Getting the Skinny on MVPs, Minimum Viable Products before building the final "fat" product Presenters - Aliza Carpio, PD lead and Social Media Manger, Intuit Joy Caro, Social Product Catalyst, Consumer Tax Group, Intuit Carolyn Spencer, Social Media co-op, Consumer Tax Group, Intuit Networking Reception - Andaz Rooftop
  3. 3. Agenda Day Two Thursday, November 7th 8:00 am Registration and Breakfast 8:30 am Opening Address - Andaz Studio: Product Planning & Value Creation Defining 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 Design Craft a uniform experience across sales channels and touchpoints Presenter - Sean Van Tyne, User Experience Director at Fair Isaac, Co-Author of The Customer Experience Revolution Track A Total Customer Expenence Andaz Studio Track C Total User Experience Studio- West Operationalizing the Customer Experience A practical roadmap for action across your organization Experiment Loop Optimization Going deeper on the Experiment Loop to test and validate your product vision 11:00 am Presenter: 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 Tax Group, Intuit & Carolyn Spencer, Social Media co-op, Consumer Tax Group, Intuit 12:00 pm Lunch - Andaz Rooftop 1:00 pm Customer Relationship Measuring & Monitoring Framework & strategies for evaluating and monitoring customer relationships Scenario-Driven Design Explore design possibilities through creating multiple scenarios that visualize a user's experience based on primary audience 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 Culture Reinforce products and brands through strong experiences Presenter - Rob Maigret, Entertainment Technologist, Founder at Pico Experience Studios, Former SVP of Global Creative The Walt Disney Company 3:15 pm Adjourn ALTAMONT AGROUP GA•....

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