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.
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.
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
1:30 p.m.–2:30 p.m.
Chief Customer Officer Track
Understanding Customer Insights and Experiences
Marketing and Sales
Creating a Cohesive Sales Strategy
Service and Support
Leveraging Social Insights for a Complete View of Your Customer
Commerce and Loyalty
Increasing Conversion Rates Through Cross-Channel Experiences
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.
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
