4:00 pm | Registration opens
5:00 pm | Opening Keynote Session
Nearly every business model on the planet is being impacted by a powerful, disruptive force: digitization. Consumers are no longer just looking to brands to provide services where and how they want them – they demand it. This session will highlight the crucial intersection of mobile and customer loyalty, discussing strategies to increase engagement, retention and brand favorability among target audiences.
• Mary Hines | Global Head of Rewards | Citi
Global Head of Rewards
5:30 – 7:30 pm | Opening Reception
Join us on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.
7:00 am | Registration & Breakfast
8:00 am | Opening Remarks
• David Drain | SVP of Events | Networld Media Group
8:15 am | Keynote Session
After decades of digital disruption, why are there still so few traditional retailers that have been able to adapt in the face of “retail Armageddon?” A lot of companies realize they need to change, and throw technology at the wall to see what sticks. The problem with this is that people aren’t changing nearly as fast as technology, so we need to build intuitive tools that can change human behavior.
Join this session to learn how the team from Lowe’s Innovation Labs introduced an innovative approach rooted in narrative and neuroscience that led the Fortune 50 retailer to build augmented and virtual reality stores, in-store autonomous robots, the first store in space, and exoskeletons for store employees.
• Amanda Manna | Former Head of Narrative & Partnerships | Lowe’s Innovation Labs
Former Head of Narrative & Partnerships
Lowe’s Innovation Labs
9:00 am | Refreshment Break
9:30 am | Marketing Track
Contextualized, personalized and relevant messaging leads to action and customer satisfaction. If done correctly, mobile messaging will be the preferred communication method for most consumers. The message can be delivered via many platforms: SMS, MMS, email, push, mobile wallet and RCS. We’ll also touch on compliance with spam regulations.
• Haseeb Tariq | Mobile Marketing & E-commerce | GUESS
9:30 am | IT/Operations Track
Machine learning. Natural language processing. Deep learning. These are some of the terms we are hearing as it relates to artificial intelligence. AI is the next evolution in IOT and data analytics. In this session, you will learn what companies are doing today and next steps you can take now to know more about your customers, service them better and faster, and anticipate their needs.
10:30am | Refreshment Break
11:00 am | Marketing Track
Now that we are past the buzzword stage, let’s talk about targeting through personalization based on valuable data. We’ll identify various sources of data — sometimes in places you might not expect. With the right strategy and tools, you can gain valuable insights on your customers’ behavior and begin predicting their next move, all with the goal of having a full view of the customer.
• Prakash Karamchandani | Co-Founder | Balance Grille
11:00 am | IT/Operations Track
In the age of Amazon and UberEATS, your customers want your product on their own terms. Increasingly, in-store pickup, curbside delivery or home delivery is the answer for their quest for convenience. We’ll address the latest best practices and lessons learned to ensure a smooth experience for all.
• Michelle Adams | Senior Brand Manager | Freshii
• Jonah Koenigseker | Research Analyst | Euromonitor International
• Dennis Schleicher | Senior Manager, Customer Experience | Kohl’s
12:00 pm | Lunch
1:00 pm | Marketing Track
They say loyalty cannot be bought, but must be earned. Does your mobile loyalty program have the staying power and usefulness to be an integral part of your revenue plan? Are your customers making purchasing decisions based on the program you have in place? Perhaps it’s not a one size, fits all proposition. This session will discuss how to take your reward program and customer experience to the next level.
• Will Hanrahan | Digital Brand Manager | Fazoli’s
• Tim Kraus | Director of Interactive & Innovation | Quiznos
1:00 pm | IT/Operations Track
Studies say that consumers are open to using a chatbot, though most have not. Among those who have used the automated intelligent response system, many have been disappointed in the execution of this new technology. We’ll look at some examples of who’s doing it right (and perhaps a few that miss the mark) and use cases for your business.
• Billy Collins | Principal & Head of Mobile Strategy | Punchkick Interactive
• Jordyn McQuaide | Digital Platform Manager | Home Credit US
• Christopher Hall | Managing Director | ICX Association
2:00 pm | Refreshment Break
2:30 pm | Marketing Track
There has been a big push toward mobile ordering and a good bit of demand from consumers to where it is now expected. The best mobile ordering platforms have a good UX, with ease and simplicity being the primary drivers. The best practices also include ease of payment, status updates, instructions for pickup and better training of staff.
• Matthew Cava | Principal, Mobile Development & Digital Transformation | Capgemini
• Melissa Douros | Director of Digital Product Management | Great Wolf Resorts
• Taylor Webster | User Experience & Design Manager | Lowe’s
2:30 pm | IT/Operations Track
Some say the payment doesn’t really matter anymore. It’s what happens before, during and after. Some examples:
• Before: Beacon interaction with mobile app; wayfinding to product; smart mirrors in the dressing room
• During: Deals that can be applied during the transaction; signing up for loyalty; etc.
• After: Digital receipt with a discount for your next visit
Mobile payments are, however, key to creating the ultimate buying experience. We’ll debate which strategies work best to make it easy for your customers to connect with your brand, shop or purchase inside your storefront and pay.
Now with the idea of making the payment invisible and an afterthought for the consumer (Uber, Amazon Go), it seems everyone is trying to focus on the mobile customer experience. How do we do all this while making sure this experience is safe and secure?
• Jayson Canady | Director of Global Payments Strategy | Hyatt Hotels
• Will Hernandez | Editor | Mobile Payments Today
3:30 pm | Refreshment Break
4:00 pm | General Session
There is nothing more authentic and valuable than a customer enthusiastically sharing their love for your brand on social media. But social media is a double-edged sword: while you get praise from some, there’s criticism from others. This session will explore engaging your audience, creating brand affinity, new platforms, strategies, monitoring and social commerce.
• Liz Bazner | Digital Manager | A&W Restaurants
• Erin Levzow | VP of Marketing | Marcus Hotels & Resorts
• Lee Auerbach | VP of Sales | Chatmeter
5:50 pm | Meet in lobby to walk to the offsite event.
6:00 – 9:00 pm | Dinner Party
The Chicago Sports Museum combines high-tech interactive experiences — including skill challenges and simulated experiences — with unique sports memorabilia and an impressive collection of game-used treasures and other artifacts. The 8,000-square-foot space celebrates all of Chicago’s major sports teams. The interactive exhibits use body-tracking technology, allowing you to score goals as Blackhawks star Patrick Kane, shoot free throws as Bulls veteran Scottie Pippen and many other one-of-a-kind experiences. The Museum is also home to the city’s largest collection of 2016 World Series memorabilia.
This private dinner party is included with your Summit registration at no additional cost. The Chicago Sports Museum is a five-minute walk from the Sofitel.
7:30 am | Breakfast
8:30 am | General Session
One of the highlights of the Summit is this deeply interactive session where you’ll work with others at your table on a specific topic, hashing out best practices and things you’ve learned. Come prepared to learn and to share!
9:30 am | Refreshment Break
10:00 am | Keynote Session
Technology has forever changed the way we live our lives and no one embraces these changes quite like Millennials. The next generation of shoppers are increasingly seeking the convenience of shopping from their handheld device. Boxed’s service was created specifically for these consumers, and its private brand is thriving in this new landscape. Boxed, recently named by Forbes Magazine as one of the next “billion dollar startups,” has taken the best elements of the wholesale shopping experience and folded it into one innovative, cutting-edge mobile app that allows consumers direct-to-their-door access to their favorite warehouse club products.
• Jeff Gamsey | VP, Private Brands | Boxed Wholesale
VP, Private Brands
10:45 am | Refreshment Break
11:00 am | Closing Keynote Session
Your users are only a click or tap away from leaving you for your competitors. In an ever-increasingly competitive environment, it’s critical your users have a good experience each and every time they use your app or site.
In this talk, Willy will contrast good and bad user experience designs and their respective ROI, based on real world data. You will learn:
• How to launch successful products and prevent failures in the marketplace.
• Why good user experience design isn’t just about satisfying the needs of your users, but your business goals as well.
• The fundamentals of good user experience design and the value it brings to your business.
• Willy Lai | VP, User Experience Design | Macy’s
VP, User Experience Design
12:00 pm | Summit adjourns
Agenda and speakers are subject to change.