Customer Experience Summit Agenda


 

Wednesday, October 3

 
 

Registration

Westin St. Francis, Moscone West, South, Hilton San Francisco, and Hotel Nikko

7:00 a.m.–6:30 p.m.

 

Customer Experience General Session

12:30 p.m.–2:30 p.m.

The Experience Imperative

Mark Hurd, President, Oracle
Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy
David Vap, Global Vice President, Product Development, Oracle
Mike Svatek, Chief Strategy Officer, Bazaarvoice

 

Innovation Tents Open

2:30 p.m.–3:45 p.m.

 

Customer Experience General Session

3:45 p.m.–4:45 p.m.

Leading the Experience Revolution

Seth Godin, Best-Selling Author, Founder of Squidoo.com
David Vap, Global Vice President, Product Development, Oracle

 

Customer Experience General Session

5:00 p.m.–6:00 p.m.

Driving a Customer Experience Strategy

David Vap, Global Vice President, Product Development, Oracle
Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

 

Oracle Appreciation Event
sponsored by CSC, Fujitsu, Intel

Treasure Island

7:30 p.m.–1 a.m.


Thursday, October 4

 
 

Registration

Westin St. Francis

8:00 a.m.–5:00 p.m.

Moscone West, South, Hilton San Francisco, and Hotel Nikko

8:00 a.m.–4:00 p.m.

 

Breakfast

8:00 a.m.–8:30 a.m.

 

Customer Experience General Session

9:00 a.m.–10:00 a.m.

Building a Customer-Centric Culture

Sapient
Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

 

Sessions

10:30 a.m.–11:00 a.m.

Introduction of Sponsored Tracks

Chief Experience Officer/Chief Customer Officer

Kerry Bodine, Vice President, Principal Analyst Serving Customer Experience, Forrester Research, Inc.

Marketing and Sales

Bruce Temkin, Customer Experience Transformist and Managing Partner, The Temkin Group

Service and Support

Paul Hagen, Principal Analyst Servicing Customer Experience Professionals, Forrester Research, Inc.

Commerce and Loyalty

Gene Alvarez, Research Vice President, Gartner, Inc.

 

Sessions

11:15 a.m.–12:15 p.m.

Chief Experience Officer/Chief Customer Officer Track

Knowing How to Engage as the Chief Experience Officer
Paul Hagen, Principal Analyst Servicing Customer Experience Professionals, Forrester Research, Inc.

Marketing and Sales
Profiting from Intelligent Cross-Channel Customer Engagements

Service and Support
Delivering the Next Generation of Web Experiences

Commerce and Loyalty
Personalizing Experience for Targeted Selling

 

Lunch and Innovation Tents Open

12:15 p.m.–1:30 p.m.

 

Sessions

2:45 p.m.–3:45 p.m.

Chief Experience Officer/Chief Customer Officer
Designing and Innovating Customer-Centered Experiences

Marketing and Sales
Integrating Social Media with Closed-Loop CRM

Service and Support
Moving Conversations Seamlessly Across Multiple Channels

Commerce and Loyalty
Building Brand Loyalty Programs Beyond Points and Miles

 

Sessions

4:15 p.m.–5:15 p.m.

Chief Experience Officer/Chief Customer Officer
Testing and Executing Experiences for Success

Marketing and Sales
Using the Online Customer Experience to Drive

Service and Support
Engaging with Your Customer on any Device, Anywhere

Commerce and Loyalty
Differentiating Your Brand with Closed-Loop Social Engagement

 

Sessions

5:30 p.m.–6:30 p.m.

Chief Experience Officer/Chief Customer Officer
Surviving a Customer Experience Transformation

Marketing and Sales
Driving Success with a Mobile Sales Force

Service and Support
Empowering Your Frontline Employees to Deliver Better Experiences

Commerce and Loyalty
Enabling Agile Merchants to Tune and Optimize Experiences

 

Customer Experience Summit Reception

Innovation Tents Open

6:45 p.m.–9:00 p.m.


Friday, October 5

 
 

Registration

Westin St. Francis

8:00 a.m.–12:00 p.m.

 

Breakfast

8:00 a.m.–8:30 a.m.

 

Customer Experience General Session

9:00 a.m.–10:00 a.m.

The Economics of Customer Experience
Brian Curran, Vice President, Customer Experience Strategy, Oracle

 

Workshops

10:30 a.m.–11:30 a.m.

Exploring Experiences Through the Eyes of Your Customer

 

Workshops

11:30 a.m.–12:30 p.m.

Discovering the Moments That Matter Most in Your Customer’s Journey

 

Lunch and Innovation Tents Open

12:30 p.m.–2:00 p.m.

 

Roundtables

2:00 p.m.–3:00 p.m.

Chief Experience Officer/Chief Customer Officer
Design Local Experience for Global Scale

Marketing and Sales
The Changing Role of CMO

Service and Support
Knowledge Management in a Social World

Commerce and Loyalty
Find the Right Investment in Social Commerce

 

Roundtables

3:15 p.m.–4:15 p.m.

Chief Experience Officer/Chief Customer Officer
Empower an Experience Culture

Marketing and Sales
The Death of the Classic Marketing Funnel

Service and Support
Collaboration in the Contact Center

Commerce and Loyalty
Mobile Payments and the M-Commerce Ecosystem