Day 1: Sunday, Feb. 11

Registration

11:00 AM - 11:45 AM Welcome Brunch & Registration

Orientation

11:45 AM - 11:55 AM Sponsor & Delegate Orientation

Networking

11:55 AM - 12:05 PM Networking Ice Breaker

Welcome

12:05 PM - 12:10 PM Chairperson's Opening Remarks

Opening Keynote

12:10 PM - 12:40 PM Disrupting the Traditional Marketing Model through People, Processes & Technology

Global Chief Digital Officer Carlson Choi, of Jollibee Foods Corporation, the largest fast-food chain in the Philippines, will talk about his work to disrupt the traditional marketing model in his B2C organization by focusing on three pillars: people, processes and technology. “Jollibee is so well-loved every time a new store opens, especially overseas, Filipinos always form long lines to the store,” the company describes on its website. “It is more than home for them. It is a stronghold of heritage and monument of Filipino pride.” Responsible for the company’s global digital transformation, Carlson will lead a presentation that explores challenges, opportunities and successes in leveraging a disrupted marketing model, including:

• How thinking outside of the traditional marketing box is helping Carlson lead his company’s digital transformation across international markets
• Promoting company values as a global brand through advertising and marketing
• Keeping customer satisfaction a top priority across all business areas
• Merging people, processes and technology for best measurable results


Keynote Session

12:40 PM - 1:10 PM Leveraging Competitive Intelligence to Enhance Differentiation in a Disrupted Marketplace

Robert Flynn, Principal, Fuld + Company
As market disruptions continue to forcefully impact Fortune 1,000 businesses across all verticals and industries, it is more critical than ever to develop a robust competitive strategy – one that solves tactical challenges through agile, strategic analysis techniques. Clarifying your company’s competitive advantage in today’s evolving, disrupted marketplace is critical as disruptors continue to shift the way consumers do business. Meet Fuld + Company, a competitive market analysis company recognized for its meticulous methodologies built to deliver compelling, insightful and actionable results. Rooted in a firm foundation of competitive intelligence, Fuld + Company helps enhance client differentiation for a sustainable competitive advantage. During this keynote, we will explore:
  • Pairing your company’s goals with the right competitive strategy and methodologies
  • Understanding external factors at work in the marketplace to enhance differentiation
  • Creating a sustainable competitive advantage in an era of industry disruption
  • Solving tactical and strategic challenges with competitive intelligence


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Robert Flynn

Principal
Fuld + Company

Business Meetings

1:15 PM - 1:45 PM Business Meetings

Business Meetings

1:45 PM - 2:15 PM Business Meetings

Networking Break

2:15 PM - 2:30 PM Networking Break



Storytelling is one of the most powerful tools in a company’s branding and marketing strategy. When done right, marketers deliver stories that appeal to emotion, capture consumer attention, promote engagement and foster a healthy consumer/brand relationship. Storytelling should not only inform the consumer, but inspire a favorable action. When done wrong, brands can be perceived as disjointed and disheveled to the consumer, resulting in negative customer experiences that can quickly deflate ROI.

Join the CMO Exchange storytelling panel discussion with top marketing executives from both B2B & B2C sectors. From professional sports teams to e-commerce to entertainment, our panelists are carving out and delivering stories that inform and inspire the consumer. During this engaging panel, attendees and panelists will discuss:

• The power of the “chief storyteller”
• Leveraging empathy as a critical part of human-centric design
• Uncovering human stories hidden within data and using them as tools of persuasion
• Delivering engaging, relevant stories to an extremely distracted consumer
• Creating an appetite for your product by bringing consumers close to the action and creating consumer-centric experiences


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Robert Alberino

Vice President & Executive Producer
San Francisco 49ers
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Jonathan Lowe

SVP, Business Development & Brand Strategy at L.A. Kings
AEG Worldwide
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Corey Case

VP, Customer Engagement
Cardinal Health
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Nicole Ostoya

EVP & CMO
EVINE Live, Inc.

BrainWeave A

3:20 PM - 4:05 PM Building Customer Experience Into the Heart of Your MarTech Stack

Assessing, measuring and enriching the customer experience is critical in today’s digital climate. Every marketer knows he must create strategies that will ultimately impact the customer shopper journey. To remain competitive and relevant, today’s organizations must implement a customer-centric MarTech stack with customer experience as a prime focus. During this Master Class, we’ll explore:

· How to assess your company’s progress in creating customer experiences that drive profitable revenue growth
· How to enrich the customer experience through a customer-centric Mar-Tech stack
· Best practices for building a sustainable CX program
· CX integration into your organization’s internal culture

MasterClass A

3:20 PM - 4:05 PM How Geofencing Empowers Brick-and-Mortars Competing in a Digital World

Retailers competing with the growing world of e-commerce are turning to a slew of powerful tools to improve the customer experience. One tool being leveraged by many Fortune 1,000 companies committed to improving customer experience is geofencing, which relies on GPS or RFID technology to create a virtual boundary in a specific location. This boundary enables software to trigger a response when a mobile device leaves or enters the boundary. During this MasterClass, we will explore:

• How geofencing enhances the in-store customer experience
• Using geofencing to drive customers into physical locations
• Using geofencing to time special offers meant to enhance the customer journey


Case Study

4:10 PM - 4:40 PM The Role of Marketing in Driving Your Company's Approach to CX

Sean Gallimore, Corporate VP & CMO, PAREXEL International
More than ever, marketing is being asked to be the objective voice of truth in the boardroom, tasked with prioritizing the marketing tech stack and underscoring customer sentiment as a driver. Join this Case Study with Corporate VP & CMO of PAREXEL International Sean Gallimore, as we dive into the best ways to drive customer sentiment and customer satisfaction beginning with your marketing team. Learn to triage your customer advocacy approach, drive a smarter approach to your customer experience center of excellence. As the function of customer satisfaction changes hands, how can we drive a customer advocacy approach that makes sense for the vision of your organization?

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Sean Gallimore

Corporate VP & CMO
PAREXEL International

Business Meetings

4:45 PM - 5:15 PM Business Meetings

Business Meetings

5:15 PM - 5:45 PM Business Meetings

Ignite Sessions

5:55 PM - 6:10 PM Leveraging CX Governance to Drive Next-Level Customer Experiences

Martin Smith, Chairman, AXIM Global , , Mark Quesenberry, CX Evangelist, AXIM Global
Digital technology, especially mobile technology, has taken power from the marketer and placed it quite literally into the hands of your customers. They can be Kingmakers or Assassins, and marketing has had to move from simply grandstanding a brand’s values in sporadic bursts to developing a continual and valuable conversation with those customers before, during and after purchase. That requires near real-time monitoring of and reaction to what your customers are feeling, saying and doing across all channels. Done properly, with the right attention to governance, a superior level of customer engagement can be reached.


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Martin Smith

Chairman
AXIM Global
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Mark Quesenberry

CX Evangelist
AXIM Global

Ignite Sessions

6:10 PM - 6:25 PM The Power of Mobile Crowdsourcing to Gain Instantly Actionable Consumer Insights Data

Mike Mallett, CEO, LiveShopper Paul Schmelzer, VP of Operations, LiveShopper Brad Holdgreve, VP of Sales, LiveShopper
Today’s consumers are hungry to share their experiences with the world, but they're also looking for discounts and incentives at the same time. They want fun, easy and rewarding brand experiences. When done right, brands can tap into the customer journey to encourage digital feedback while at the same time driving business. Join this Ignite session as we explore how to leverage mobile crowdsourcing that will deliver instantly actionable data. We'll explore ways to give your customers a voice, enhance customer loyalty, and maximize your ability to monitor in-store experiences through powerful mobile crowdsourcing.


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Mike Mallett

CEO
LiveShopper
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Paul Schmelzer

VP of Operations
LiveShopper
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Brad Holdgreve

VP of Sales
LiveShopper

Ignite Sessions

6:25 PM - 6:40 PM Agile Content Marketing & The Path Back to Sanity

Ben McGill, Business Development Director, Turtl
For exhausted, overwhelmed marketers, agile content marketing can offer a clear path back to sanity. Meet Turtl, a company that is helping marketers supercharge content performance through interactive content and an improved user experience. During this Ignite session, we will explore strategies for generating significant uplifts in subscriptions and reach driven by an intelligent content platform.


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Ben McGill

Business Development Director
Turtl

Ignite Sessions

6:40 PM - 6:55 PM Turning Customer Insights Into Action -- Fast!

Evan Huck, Senior Director of Sales, SurveyMonkey

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Evan Huck

Senior Director of Sales
SurveyMonkey

Networking Cocktails

7:00 PM - 8:00 PM Networking Cocktails & Sponsored Dinner