This document provides an agenda for a panel discussion event titled "How Alex & Ani and Elizabeth Arden Focus on the Customer Experience". The event will include introductory remarks, a moderated panel discussion with representatives from Alex & Ani and Elizabeth Arden, an audience Q&A session, and closing remarks. The panelists will discuss how their companies focus on personalized customer experiences across physical and digital channels.

1. Show flow: Thursday, June 18, 8:30am
Show title: How Alex & Ani and Elizabeth Arden Focus on the Customer Experience
Time Scene
08:15 Doors Open
08:30 - Start Video 1 – Salesforce Connected Retail Film
08:33 Welcome & Panelist Introductions
08:35 Slides
08:40 Moderated Q&A – Panel Discussion
09:00 Audience Q&A
09:08 Wrap-Up, Thank You & Close
09:10 Walking Off Stage

2. How Alex & Ani and Elizabeth Arden
Focus on the Customer Experience
Steven Kostrzewski – Sr Director of Product Management, Retail -
Salesforce.com

3. [Retail
Video
Placeholder]

4. How Alex & Ani and Elizabeth Arden Focus
on the Customer Experience
Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com
Denna Singleton – Director, Marketing – Global Skincare for Elizabeth Arden
Ryan Bonifacino – SVP, Digital for Alex & Ani

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update these forward-looking statements.

6. Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital

7. Every Brand Wants to Get Closer to Their Customers
​ Luxury
​ Food & Drug
​ Quick Service
Restaurants
​ Mass Merchants
​ Department Stores
​ Specialty

8. Digital Disruptors Have Upped the Ante
84% of shoppers reach for devices before, during or after store visits.
Shoppers purchase at a 40% higher rate when digital is used in-store.
Deloitte New Digital Divide, 2014

9. Retailers Must Meet the New Normal
​ Personalized Experiences
Increasing competition
Flat growth, lower traffic
Experience vs. merchandise
Shopper:
“Know me & make it easy.”
Retailer:
“How do I keep pace?”
Online, mobile, in-store
Personalized & contextual
Inspire & delight
75% of shoppers want retailers to use personal
information to improve shopping experience.
Forrester, How Customer Data Elevates Experiences, 2015

10. Personalized Experiences Require Engaged Associates
Collaborate
New operating model demands new skillset
Engage
Empowerment critical for meeting shopper expectations
Simplify
High attrition hurts customer journey
‌‌Source: Motorola, 2014
65% of associates want mobile
devices to better serve shoppers

11. Disrupt or Be Disrupted
​ Personalize Retail Everywhere
New Business Models
Renting vs Buying
New Engagement Models
Digical revolution
New Industry Clockspeed
More change in 3 years than 50
$720M*
Nordstrom Acquisition of Disruptors
Hautelook & Trunk Club*
‌‌Source: Tech Crunch, Chicago Tribune

12. Retailers Must Connect with Shoppers in a Whole New Way
Personalization
Everywhere
Personalize every
interaction across
physical & digital
Super-charged
Employees
Harness proven,
popular social &
mobile tools
Lightning-fast
Innovation
Quickly test & launch
innovative ways
to execute

13. ​ But, managing the
social customer journey
has changed
dramatically…

14. Social Networks & Conversations Continue To Skyrocket
Major struggle
to stay on top of new conversations &
networks
Further complexities
to reach your customers
Deeper challenges
to stand out from the crowd
Increasingly difficult
to find actionable insights

15. The Role of the “Social Media Team” Has Fundamentally Changed
​ Evolution from Isolated Execution to Cross-Department Strategy, Coordination, and Governance
​ Social teams evolve from “doing” to “enabling”
Multiple departments, product lines, brands, and geos
Increased interaction with agencies
“Typically 13 different departments around the
organization are seeing dedicated staff work on social
initiatives.”
Marketin
g
Sales
Custome
r
Service
Legal
Source: Altimeter Group report, "The Evolution of Social Business", 2013.

16. Operational Focus
of in-store shoppers
look for help
on a smartphone
80%
Retailers Have Invested in Systems of Record
​ Technology Designed for Operations, not Engagement
Systems of
Record eCommercePOS Inventory Supply Chain Merchandising

17. Systems of
Engagement MobileCloud Social Data
Science
Retailers Need Shopper-centric
Systems of Engagement
Systems of
Record eCommercePOS Inventory Supply Chain Merchandising

18. In Store Engagement
Personalized In-store Shopping
Service
Personalized Service Everywhere
Analytics
Real-time Shopper Insight
Connected Operations
Social Associate Journeys
Apps
Agile Retail Innovation
Marketing
Personalized Shopper Journeys
The Shopper Success Platform
​ Connect to Shoppers in a Whole New Way, Personalize Retail

19. Complete
CRM AnalyticsCommunityMarketingServiceSales Apps
Cloud
Mobile
Social
Data Science
ERP
POS
MMS
eCommerce
PLM
HR
Connected
IT Systems
Trusted Multitenant Cloud
Scalable Metadata Platform
Open
Ecosystem
Salesforce Delivers the Shopper Success Platform
Shoppers Associates Marketers
Store
Managers Merchants Vendors
Connected Store
Operations
Clienteling
Industry
Solutions
IT
Sensor
Integration
Recruiting
Employee
Development
Scheduling
Loyalty
Management
Surveys &
Reviews

20. Marketing Cloud
​ The Platform for 1:1 Customer Journeys
​ Build a single view of the customer
​ Plan and optimize the customer journey
​ Deliver personalized content across every channel
and device
​ Measure the impact on your business
Journeys Contacts Content Channels Analytics Apps

21. The Only Social Customer Success Platform

22. Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital

23. Questions?

27. Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital

30. Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital

31. Audience Q&A

32. Blue Style Quote: Bold
statement or quote or statistic
related to the session can go
here

33. Goals – Presentation Overview
Topic 1 for discussion in
today’s presentation
Topic 2 for discussion in
today’s presentation
Topic 3 for discussion in
today’s presentation
1 2 3

34. Blue Style: Example of a Slide with Bullet Points Only
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nisl mollis eleifend. Quisque diam urna
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venenatis. Mauris lobortis, risus quis rutrum fringilla, velit nunc fermentum
mauris
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vulputate nunc sed ligula. In hac habitasse platea

35. White Style: Page setup w/ Image Placeholder
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venenatis. Mauris lobortis, risus quis
rutrum fringilla, velit nunc fermentum
mauris.
Pellentesque tortor elit, imperdiet vel,
cursus sed, aliquet.

36. White Style: 2 Text Columns Paired with Images
This slide setup provides 2 columns of
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Screenshots can be placed within
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37. Recap Slide
Takeaways that track
to the 3 items on the
Goals slide
Takeaways that track
to the 3 items on the
Goals slide
Takeaways that track
to the 3 items on the
Goals slide
1 2 3

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