Customer Experience Summit General Sessions

 

Wednesday, October 3

12:30 p.m. – 2:30 p.m.

The Experience Imperative

What makes a great experience? And why should you, as a business, care? This general session sets the stage by helping define the experience imperative. In the session, Oracle thought leaders in customer experience present demonstrations and insights into what it takes to deliver on your brand promise and why it matters.

Mark Hurd

Mark Hurd, President, Oracle Read Full Bio

Mark Hurd is President of Oracle Corporation and a member of the company's Board of Directors. He joined Oracle in 2010, bringing more than 30 years of technology industry leadership, computer hardware expertise, and executive management experience to his role with the company. As President, Mr. Hurd oversees the corporate direction and strategy for Oracle's global field operations, including marketing, sales, consulting, alliances and channels, and support. He focuses on strategy, leadership, innovation, and customers. Says Mr. Hurd, "It's our job as a company to help our customers save money and innovate." MarkHurd/Oracle/President

Before joining Oracle, Mr. Hurd served as Chairman of the Board, Chief Executive Officer, and President of HP, where his focus on customers, innovation, improved operational efficiency and execution led to significant company growth. Prior to that, he spent 25 years at NCR Corporation, where he held a variety of management, operations, sales, and marketing roles, ultimately serving as the company's Chief Executive Officer and President and leading a successful effort to improve operational efficiency, strengthen the product line, and drive growth.

Mr. Hurd was listed as one of Forbes' Market's Best Managers for 2009. In 2007, Mr. Hurd was named one of Fortune Magazine's 25 Most Powerful People in Business. He was recognized multiple times by Business 2.0 magazine as one of the 50 Who Matter Now and by Barron's in its Best CEOs lists. The San Francisco Chronicle honored him as the 2008 CEO of the Year. He appeared on CRN's 25 Most Influential Executives list in three separate years and was twice one of their Top 25 Executives.

Mr. Hurd earned a bachelor's degree in business administration in 1979 from Baylor University, in Waco, Texas, which he attended on a tennis scholarship. He continues to show his passion for tennis, supporting Baylor's national championship tennis program through philanthropic donations to upgrade and renovate facilities in the Hurd Tennis Building, which is part of the Hurd Tennis Center. He also supports the Baylor Bear Foundation and the Men's Tennis Excellence Fund.

Since joining Oracle, Mr. Hurd has worked to share Oracle's strategy and vision with customers, partners, shareholders, and investors. "Our strategy is complete stack, open, best-of-breed at every single layer of the architecture," he says. "We vertically integrate those best-of-breed pieces for extreme performance and total-cost-of-ownership benefit to give you differentiation. Our products are designed to be the best technology at every single layer of the stack, and then be vertically integrated. We want to give customers choices for how they access that technology—on premises, building a private cloud, using a public cloud, or a hybrid cloud combination. It's your choice how you get access to all of this technology."

As one of the world's largest enterprise technology companies, Oracle has more than 380,000 customers in 145 countries and annual revenues of $35.6 billion. The company engineers hardware and software to work together in the cloud and in customer data centers—from servers and storage, to database and middleware, through applications. Oracle is the only vendor able to offer a complete technology stack in which every layer is engineered to work together as a single system. Oracle's industry-leading on-premises and cloud-based solutions give customers complete deployment flexibility and unmatched benefits, including unbreakable security, high availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. The company has an active mergers and acquisitions program, with more than 80 in the past six years, including the industry-transforming acquisition of Sun Microsystems.

Mr. Hurd's leadership in managing past acquisition integrations has enabled him to take a significant role in Oracle's acquisition strategy. He is also responsible for Oracle's global business units for industries, which build products for specific industries such as telecommunications, financial services, health sciences, retail, utilities, and public sector enterprises. Says Mr. Hurd, "This industry focus is an important strategy for us. We get deeper into these industry verticals because they solve our customers' most difficult problems, which are very industry- and business-specific."

Anthony Lye

Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy, Oracle Read Full Bio

Anthony Lye is senior vice president, Oracle Cloud Applications Strategy, at Oracle. He is responsible for Oracle’s strategy for Oracle Cloud, Oracle cloud applications, and Oracle customer experience (CX). Previously, Lye was senior vice president of Customer Relationship Management (CRM) at Oracle, responsible for Oracle Fusion Customer Relationship Management; Oracle's Siebel Customer Relationship Management; Oracle Knowledge (formerly InQuira), Oracle ATG, and Oracle RightNow applications; and Oracle CRM On Demand. During his tenure at Oracle, Lye has been responsible for CRM on-demand operations, Oracle’s own deployment of CRM, and CRM IT and was also the group vice president of CRM products, responsible for Oracle’s CRM product strategy and for CRM product management in the applications development organization. Lye holds an honors degree in engineering from the University of Bath in England.

David Vap

David Vap, Global Vice President, Product Development, Oracle Read Full Bio

David Vap joined Oracle in March of 2012, as GVP of Product Management through the acquisition of RightNow Technologies where he worked in a similar capacity for six years as Chief Product Officer. At Oracle he is responsible for the Oracle RightNow and Oracle Knowledge products lines and is focused on global solution strategy and product management. In addition, David is responsible for the broader strategy for bringing together the key Oracle Sales, Marketing, Commerce, and Support Oracle products that facilitate the full customer experience lifecycle. He brings 20 years of technology experience to Oracle, most recently as vice president of sales and marketing at Software AG, where he helped to define, market, and sell Software AG’s leading business process centric SOA suite. David also served as vice president of products at Artesia Technologies, a content management vendor. Prior to joining Artesia, David founded and ultimately sold a professional services company focused on building large scale transactional systems primarily for the financial industry. David built his career on solid fundamentals learned at Price Waterhouse in Washington, DC and he received a B.S from Carnegie Mellon University.

Mike Svatek, Chief Strategy Officer, Bazaarvoice

 

3:45 p.m.–4:45 p.m.
Westin St. Francis, Grand Ballroom

Leading the Experience Revolution

Rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. But why? Why now? What caused it? Is it really just about mobile technology? Or social collaboration? This presentation is an in-depth exploration of this always-connected, always-sharing experience revolution we are witnessing.

Seth Godin

Seth Godin, Best-Selling Author, Founder of Squidoo.com Read Full Bio

American Way magazine calls Seth Godin “America's Greatest Marketer.” Godin has written 14 best-selling books that have been translated into more than 30 languages, and his marketing blog (sethgodin.typepad.com) claims to be perhaps the most popular in the world written by a single individual. Godin writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. As an entrepreneur, he has founded dozens of companies. Yoyodyne, his first internet company, was funded by Flatiron and Softbank and acquired by Yahoo! in 1998. It pioneered the use of ethical direct mail online, something Godin calls permission marketing. His latest company, Squidoo.com, is ranked among the top 125 sites in the U.S. (by traffic) by Quantcast. Described as “an open, free platform that gives people a simple way to organize their interests online,” Squidoo.com also raises money for charity and pays royalties to its more than 1 million members.

David Vap

David Vap, Global Vice President, Product Development, Oracle Read Full Bio

David Vap joined Oracle in March of 2012, as GVP of Product Management through the acquisition of RightNow Technologies where he worked in a similar capacity for six years as Chief Product Officer. At Oracle he is responsible for the Oracle RightNow and Oracle Knowledge products lines and is focused on global solution strategy and product management. In addition, David is responsible for the broader strategy for bringing together the key Oracle Sales, Marketing, Commerce, and Support Oracle products that facilitate the full customer experience lifecycle. He brings 20 years of technology experience to Oracle, most recently as vice president of sales and marketing at Software AG, where he helped to define, market, and sell Software AG’s leading business process centric SOA suite. David also served as vice president of products at Artesia Technologies, a content management vendor. Prior to joining Artesia, David founded and ultimately sold a professional services company focused on building large scale transactional systems primarily for the financial industry. David built his career on solid fundamentals learned at Price Waterhouse in Washington, DC and he received a B.S from Carnegie Mellon University.

5:00 p.m.–6:00 p.m.

Driving a Customer Experience Strategy

Come to this session to hear from representatives of leading customer experience brands that have steered their business through the disruptive trends of customer experience and have proven, successful strategies for driving customer-centric initiatives. In the session, they share their techniques and insights to help you accelerate your efforts and avoid common pitfalls.

David Vap

David Vap, Global Vice President, Product Development, Oracle Read Full Bio

David Vap joined Oracle in March of 2012, as GVP of Product Management through the acquisition of RightNow Technologies where he worked in a similar capacity for six years as Chief Product Officer. At Oracle he is responsible for the Oracle RightNow and Oracle Knowledge products lines and is focused on global solution strategy and product management. In addition, David is responsible for the broader strategy for bringing together the key Oracle Sales, Marketing, Commerce, and Support Oracle products that facilitate the full customer experience lifecycle. He brings 20 years of technology experience to Oracle, most recently as vice president of sales and marketing at Software AG, where he helped to define, market, and sell Software AG’s leading business process centric SOA suite. David also served as vice president of products at Artesia Technologies, a content management vendor. Prior to joining Artesia, David founded and ultimately sold a professional services company focused on building large scale transactional systems primarily for the financial industry. David built his career on solid fundamentals learned at Price Waterhouse in Washington, DC and he received a B.S from Carnegie Mellon University.

Matthew Banks

Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

 

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Thursday, October 4

9:00 a.m.–10:00 a.m.

Building a Customer-Centric Culture

Sapient
What would it take to transform your organization into a customer-centric culture? Where do you start? Whom does it involve? What are some of the pitfalls to avoid? Come to this session to hear for yourself from an expert in integrated marketing, commerce, and technology services and a customer like you who has taken on the customer experience transformational challenge and is seeing the results you desire.

Matthew Banks

Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

 


Friday, October 5

9:00 a.m.–10:00 a.m.

The Economics of Customer Experience

Customer experience is more than just a strategy for success, a customer-centric shift in thinking and culture, and an innovative grouping of customer-facing technologies. It’s also an opportunity to better understand and measure the mechanics of business investments for sustainable growth and profit. In this session, learn how to get the funding you need in order to deliver the moments that matter most and the results that make all the difference.

Brian Curran

Brian Curran, Vice President, Customer Experience Strategy, Oracle

 

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