8:45am
Welcome
Brandon Gutman, Co-Founder, Brand Innovators
Marc Sternberg, Co-Founder, Brand Innovators
David Teicher, Editor and Chief Content Officer
Host: Ted Rubin, Social Media Strategist, Acting CMO, Brand Innovators, author of Return on Relationship
Event Chair: Jeni Bell, Vice President & General Manager, AT&T
8:55am
Opening Remarks
9:00am
Customer Experience 2020: Omni-Channel Retailing & Loyalty
Consumers now expect a seamless experience as they engage more actively with retailers in-store, online and on the go. From inventory availability to loyalty programs and synchronized support, both in-store and across devices, retail brands are in a unique position to build meaningful customer affinity on the path to purchase and beyond. Savvy retailers understand these changing dynamics and the power their physical locations have to drive e-commerce growth and how discovery online can increase traffic back to their stores. After taking stock of the latest omni-channel retailing trends and loyalty program strategies, we’ll challenge our panelists for predictions about what customer experience, brand engagement and loyalty may look like for retailers in the not-so-distant future.
Moderator: Ryan Dennis, Director of Enterprise Solutions, SessionM
Liz Berman, Vice President, Customer Insights, Loyalty & Digital Engagement, Peet’s Coffee
Richard DePasquale, Customer Insights, West Marine
Paul LaPointe, Senior Manager, Consumer Experience, Newell Brands
Emily Zwerner, Director of Consumer Marketing, method products
9:35am
Fireside Chat
Jeni Bell, Vice President & General Manager, AT&T
Q&A conducted by: Raj Nijjer, Vice President, Yext
10:05am
Keynote
Paul Dooley, Global Digital Marketing & Social Platform Strategy & Technology Lead, The Coca-Cola Company
10:30am
Fireside Chat
Paul Dooley, Global Digital Marketing & Social Platform Strategy & Technology Lead, The Coca-Cola Company
Q&A conducted by: Sam Jones, Senior Director, DataXu
10:50am
Networking Break
11:10am
The New Norm: eCommerce Shopping
40% of global internet users, or more than 1 billion people, have bought products or goods online and the internet contributes to more than $2.2 trillion in annual retail sales. And, with an estimated 4.77 billion mobile users worldwide in 2017, it’s no surprise that mobile commerce is expected to grow 2.58 times faster than total eCommerce sales. Even in store shopping is affected by mobile with 82% of smartphone users saying they consult their phone during shopping in a physical location. Shoppers now expect seamless inventory visibility and synchronized customer support both in-store and online, as they increasingly engage with retailers via mobile, both in-store and on the path to purchase.
This panel weighs in on evolving consumer habits, the new opportunities and challenges afforded by the mass shift to eCommerce and mobile shopping, and the technologies enabling retailers to keep pace.
Moderator: Dileepan Siva, Chief Revenue Officer, Moovweb
Caroline Caterine, eCommerce Acquisition Manager, Betabrand
Priya Prasad, Growth Marketing Lead, Chubbies Shorts
Jessica Williams, Global Digital Product Marketing, Visa
11:45am
Keynote
Shannon Eis, VP Corporate Communications, Yelp
12:15pm
Lunch
1:15pm
Sensory Stimulation and the Future of Brand Experience
While many marketers are embracing new digital tools and emerging media to reach their consumers, there’s simply no replacement for the “IRL” experience, that is, contextually connecting with real people in the real world and allowing your customers to touch, smell, see, hear, and taste your brand. Hear from some of today’s top experiential marketers and learn how they’ve translated their brands and products into unique, memorable experiences that stimulate the senses, and how they leverage new technologies to take those experiences to the next level.
Moderator: Robert L. Ferguson, Vice President, Catalyst S+F
Shanna Cook, Senior Social Media Manager, Nokia Technologies
Ethan Eyler, Director, Ride Experience, Lyft
Sophia Hsieh, Flagship Operations Manager, AT&T
Katelyn Watson, Vice President of Marketing, IfOnly
1:30pm
Fireside Chat
Shanee Ben-Zur, Head of Corporate Marketing, Dropbox
Q&A conducted by: Kevin Davis, Director, Verve
2:10pm
Keynote – The Future of AI in Consumer Experiences
Take an inside look into the cutting-edge technologies and startups shaping the Future of Artificial Intelligence in Consumer Experience. Though artificial intelligence (AI) has been a research focus for over fifty years, only in the last decade has it become popular for enterprise and consumer use. Falling costs for back-end technologies and capital investments from major brands has allowed for AI to prove itself successful in a variety of use cases — and the efficiency and accuracy of the technology continues to garner attention from researchers and business leaders alike. To better understand developments in the AI space, we interviewed over 50 successful entrepreneurs, executives and academics leading the charge on new technologies and applications. We developed 5 bold projections that showcase how AI will impact the consumer experience in coming years.
Ruth Yomtoubian, Director at AT&T Foundry, AT&T
2:35pm
Fireside Chat
Ruth Yomtoubian, Director at AT&T Foundry, AT&T
Q&A conducted by: Tobey Van Santvoord, Senior Vice President of Sales, MIdwest & West, Dstillery
2:55pm
Networking Break
3:10pm
Round Table — Future of Retail and Shopper Marketing
The last few years have seen a drastic change in consumer habits and shopping behaviors – and both retailers and their CPG shoppers are working around the clock to adapt to these new world, leveraging novel tactics and emerging channels to drive people into stores to closer to the point of purchase. The session will explore the future of shopping and shopper marketing, the evolution of the retail and ecommerce experiences, and new consumer behaviors, both in-store and online.
Moderator: Fang Cheng, CEO, Linc
Grace Kim, Product Marketing Manager, Walmart Global eCommerce, SamsClub.com
Linda Murphy, Associate Director, Retail Marketing & Insights, Ubisoft
Michelle Weiskittel, Director of Digital Media & Marketing, Albertson Companies
3:45pm
Keynote
Mike Williams, Director, Consumer Brand Identity & Design, AT&T
4:10pm
Fireside Chat
Mike Williams, Director, Consumer Brand Identity & Design, AT&T
Q&A conducted by: Jason Shulman, VP Global Demand, Tout
4:40pm
Keynote
Paul LaPointe, Senior Manager, Consumer Experience, Newell Brands
5:00pm
It’s a Wrap!
