The Customer Love Summit 2017 Agenda Has Arrived
Today, we’re excited to unveil the Customer Love Summit agenda!
Our Customer Love Summit is a one-day, action-packed summit for leaders in mobile customer experience who care about the voice of the customer and want to learn how the best of the best leverage customer insights throughout their organization. If you’re a mobile product manager, mobile marketer, or customer experience leader, you don’t want to miss it.
If you haven’t reserved your spot yet, grab your ticket now!
If you’re still on the fence about attending, check out the five reasons you can’t miss the show, tips to convince your boss to let you attend, and a full list of conference activities (along with events going on in Seattle that week).
Here’s a high-level look at the conference agenda:
8:00 – 9:00 > Breakfast
9:00 – 10:30 > Session 1
10:30 – 11:00 > Networking Break: Industry Focus
11:00 – 12:30 > Session 2
12:30 – 1:30 > Lunch + Networking: Job Function Focus
1:30 – 3:00 > Session 3
3:00 – 3:30 > Networking Break: Tools/SDKs Focus
3:30 – 5:00 > Session 4
5:00 – 7:00 > Appy Hour
Now, here’s a breakdown of speaker sessions, topics, and more. Get excited!
Customer Love Summit 2017 Speaker Sessions
We’re thrilled to host world-class speakers at this year’s Summit. Check out the lineup and descriptions of their talks are below.
KEYNOTE: Ask. Listen. Iterate: Turning Guests’ Passion in the Moment into Meaningful Change (Lasting LOVE)
Brooks Goldade, VP of Digital Experience & Innovation at Buffalo Wild Wings
Buffalo Wild Wings has always used in-restaurant experience as one of our main tools to drive satisfaction and loyalty. If something isn’t perfect, we fix it on the spot. The B-Dubs digital teams are bringing that same philosophy to our digital guest experiences, driving a new kind of restaurant experience in the digital world. This presentation will share some of the experiences we are focusing on and the tools that are helping us turn customer’s passion into meaningful change.
PANEL: What’s Love Got to Do with It? Why Customer Love is Key in Driving Conversion
Andrew Wang, Sr. Manager, Product Management at The Gap
Sophia Huang, Sr. Product Manager at Gilt.com
Laura Poatsy, Mobile Experience Supervisor at Lilly Pulitzer
Dina Chaiffetz, Director of Product Strategy at Prolific Interactive (Moderator)
How can companies bridge the gap between impersonal mobile engagement and soaring customer expectations? By investing in customer love. During this panel, experts from Gap, Lilly Pulitzer, and Saks Fifth Avenue will share how they earn customer love through mobile innovation, and how that drives tangible business results by increasing conversion, retention, loyalty, and ultimately, revenue. The panelists will also share actionable advice on how to measure the success of mobile innovation and the ROI of customer love, and how to create a seamless omnichannel experience.
SPOTLIGHT: The Consumer is The North Star; Zillow’s Focus on User Experience
Sara Buzak, Sr. Product Marketer at Zillow
Zillow’s core value of “consumers first” ripples through every technology decision they make. They’re always asking themselves “Does this solve a problem our customers are having?” During her talk, Sara will talk about how Zillow stays up-to-date on the latest technologies, how they determine what will improve their CX, and how they choose what technologies to invest in.
PANEL: Connecting the Dots: How to Gather Customer Insights on a Global Scale
Mike Vance, Sr. Director of Product Management at RealNetworks
James Meeks, Head of Product – Mobile Apps at JCPenney
Courtney Steffy, UX Analyst at Concur
Lisa Hillman, Senior Manager of Digital Adoption & Strategy at T-Mobile
Ashley Sefferman, Head of Content at Apptentive (Moderator)
What if you could easily identify your most valuable customers? Now imagine you have; what would you ask them? Our panelists will share how they gather customer feedback and insights—on a global scale—using mobile. They’ll also share how they utilize customer insights to redefine focus groups, validate business decisions, and give customers a voice. They’ll wrap up by providing actionable insights into how listening to customers through mobile increases customer loyalty, LTV, revenue, and retention.
KEYNOTE: Act of Love: How Apptentive is Building Customer Love + What’s Next
Robi Ganguly, CEO + Co-Founder, Apptentive
At Apptentive, we talk about customer love so much we even have a hashtag for it: #customerlove. Customer Love is the key to our approach to our customers, our business and our team. It’s something we strive for every day, because we view love as an act. In his talk, Robi will share why customer love is at the heart of Apptentive’s strategy and how we’ve built a product that delivers customer love to millions of people around the world. He’ll wrap up by giving the audience a sneak-peak into the exciting new feature innovations coming to Apptentive customers soon.
PANEL: Silly Things Smart PMs Do: Laughing At (and Learning From) Mistakes We’ve Made
Erika Englesby, Sr. Product Manager at Providence Health & Services
Francis Brown, Product Development Manager at Alaska Airlines
Vasantha Kostojohn, Sr. Director of Product Management at Allrecipes
Josh Lipe, Head of Mobile Product Development at Smartsheet
Darren Austin, Partner Director of Product Management at Microsoft (Moderator)
Mobile product managers have some of the toughest jobs in an organization. Markets change so fast and there is often no rule book to guide us for the kinds of situations we encounter. The result is that we make mistakes and learn valuable lessons along the way. This is a chance to laugh with and learn from a group of veteran product managers as they reflect on some of the less-flattering moments in their career and what lessons they took away from the experience.
SPOTLIGHT: Getting Personal: Using Mobile to Create Customer Profiles to Reshape Your CX
Terri Monroe-Gordillo, Director of Quality & Brand Experience at G6 Hospitality
The mobile channel is a brand’s biggest asset in understanding and delivering the personalized experiences today’s consumers have come to expect. Using real-life examples, Terri Monroe-Gordillo will share how G6 Hospitality uses mobile to build unique guest profiles to provide ultra-personalized experiences and earn customer loyalty. She’ll teach you how to do the same at your company by walking you through the 5W’s of building customer profiles, how to identify where your gaps are, and how to fill them to up-level your entire customer experience.
SPOTLIGHT: Building Your Toolkit: What You Need for App Marketing Success
Nikisha Reyes-Grange, Principal Strategist at akaNRG
Marketing an app is a complex task; you must acquire customers, keep them engaged, understand their lifecycles, maintain healthy retention rates, measure the success of your app, and more. Luckily, there are a ton of tools and resources available to optimize your efforts. But how do you know which tools to use? In her talk, Nikisha Reyes-Grange will share how to create the ideal marketing tool mix to track, measure, and interact with customers at every stage in their journey with your app. She’ll also cover the essential tools app marketers and product managers can use to drive the success of their app.
PANEL: Nordstrom & Starbucks: The Tech Behind Two of the Most Customer-Centric Brands in the World
Ryan Bruels, Director of Engineering at Starbucks
Jeff Raffo, Director of Engineering at Nordstrom
Emily Carrion, Head of Marketing at Apptentive (Moderator)
Nordstrom and Starbucks are the gold standard for building exceptional customer experiences that transcend digital and in-store. We sit down with their Directors of Engineering to get the inside scoop on how they decide what to build next to stay cutting edge, how they successfully roll out new features globally, how they provide their world-famous customer service across channels, and how they use mobile to foster customer loyalty. They’ll wrap up by sharing advice to companies who are early in their mobile innovation journey on how to do things right the first time.
SPOTLIGHT: Building Apps that Employees Love
Francis Brown, Product Development Manager at Alaska Airlines
Talk description coming soon.
KEYNOTE: Unloveable: a Customer Love Story
Tony Zito, VP of Digital Product & Programming at The Walt Disney Company
It’s one thing when you have a product that’s inherently “delightful”, and you have the luxury of prioritizing user experience over all else, but what do you do when you have a product that is so burdened with user-antagonistic requirements that it’s downright unloveable? Is there any hope? Tony Zito from Freeform (Disney ABC Television Group) will describe the challenges they have faced as a TV network app in a Netflix world, and the steps they have taken to mitigate those issues and earn their customer’s love, against all odds.
Ready for the Customer Love Summit? Buy your ticket now!